Frequently Asked Questions
We operate from 9am to 5pm Monday to Friday, New Zealand time (GMT+12). Orders received after 5pm on Friday will be processed on the following Monday morning.I’M HAVING PROBLEMS WITH PLACING MY ORDER. WHAT CAN I DO?
Please send a message to: firstname.lastname@example.org – we’ll get on to it straight away!WHERE ARE YOU LOCATED?
Our head office is based in Wellington, New Zealand, but our makers are located in the USA.DO YOU SHIP TO COUNTRIES OUTSIDE THE USA?
Not at present, though this may change in the future. See our shipping policy for further information.NEW ZEALAND – THAT’S A LONG WAY FROM ANYWHERE! WILL IT TAKE A LONG TIME TO DELIVER MY ORDER?
It’s true that we’re on the other side of the world, but the digital world makes less important - and we work in close communication with our international suppliers who send goods direct to customers so that we can cut down shipping times.
The effects of the pandemic continue to impact on services however, so delivery times are subject to occasional delays and therefore timings cannot be guaranteed.DO YOU OFFER EXPRESS DELIVERY SERVICES FOR URGENT ORDERS?
We may be able to offer this in certain circumstances. Please contact us if you are interested in this service or check on individual product information pages.WHAT CURRENCY WILL I BE CHARGED IN?
Our store currency is US dollars and you will be charged in this currency.DO YOU ACCEPT PAYMENT VIA PAYPAL?
We regret that we are unable to accept PayPal payments.HOW MUCH DOES SHIPPING COST?
Standard shipping is included in our prices. See our shipping policy for further information about shipping.WILL I HAVE TO PAY CUSTOMS DUTY, OR SALES TAX?
Possibly, depending on where you live. If any taxes are charged, they will show up clearly at checkout.IS MY PERSONAL INFORMATION SAFE?
Please contact us if you need to know what information we hold about you, or you need to correct it (for example if your address or phone number changes).
HOW DO I MAKE A COMPLAINT?
We are an ethical company and our aim is to provide excellent service to our customers. If at any time you are not happy with our service, please write to email@example.com or to the address given on our home page. We promise to deal with your problem sympathetically, speedily and confidentially, and we will work with you to achieve a resolution that satisfies you.GOT ANOTHER QUESTION?
We’ll be happy to help! Email us at firstname.lastname@example.org or complete the form on our Contact Us page.