FAQ

WHERE IS THE STORE BASED?
We are based in New Zealand.

WHERE DO YOU SHIP FROM? 
We ship from various warehouses around the world.

WHAT IS THIS STORE'S RETURN AND REPLACEMENT POLICY?
If the ordered product arrives damaged or fails due to manufacturer error within an unreasonable time period, we will endeavor to replace it for you. We do not accept returns due to "change of mind". Your purchase is covered under the New Zealand Consumer Guarantees Act.

DO YOU ACCEPT ORDERS PLACED OUTSIDE OF NEW ZEALAND?
We are currently accepting orders from New Zealand, and are always working on adding more countries to the list.

HOW LONG WILL IT TAKE TO RECEIVE MY ORDER?
Order processing time usually takes 1-2 business days before shipment, but payment processing for certain orders can take up to 1 week. Delivery times can take from 3 days to 4 weeks with 1 week being our average. It varies depending on what item you purchased and current international shipping congestion. You can contact us for specific shipping times.

I HAVE RECEIVED ONLY PART OF MY SHIPMENT, WHERE ARE THE OTHER ITEMS?
Sometimes we will split your order into multiple shipments to ensure that you receive your items as fast as possible. If you'd like to know the status of your other items, please contact us with your name and order number.

WHAT ABOUT POSSIBLE CUSTOMS FEES? 
Most items will not be subject to customs fees, however we are not responsible for any customs fees once the items have shipped. By purchasing from our site, you consent that one or more packages may be shipped to you and may be subject to customs fees when they arrive in New Zealand. To find out what fees might apply go to www.customs.govt.nz/personal/duty-and-gst/whats-my-duty-estimator/

WILL THIS ITEM GET TO ME BEFORE _________? 
If you plan to give one of our items as a gift, we recommend buying the items at least a month before the occasion to ensure the best chance of it arriving in time. There is a risk that the item will not arrive on time. We are not responsible for items that do not arrive before the occasion. 

CAN I CANCEL/CHANGE MY ADDRESS/ORDER? 
Please contact us as soon as possible if you wish to change or cancel your order. Please note that we will not issue a cancellation or refund due to "change of mind". All order cancellation is at our discretion.

Have a question? Please fill out the form on the "Contact Us" page and we will be happy to help.