Frequently Asked Questions
What are your hours of business?
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: email@example.com - we'll get on to it straight away!
Where are you located?
We're based in Wellington, New Zealand.
Do you ship to countries outside New Zealand?
Yes, we ship to the US, Canada, Australia, UK, Singapore and Europe. We may be able to deliver to other countries - 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 from many of our customers! If our suppliers, who are located in different countries, had to send goods to us and we then had to send them to those customers, this could take a very long time. That's why we have arrangements with many of our suppliers to send goods directly to our customers rather than have to send them to us first.
Depending on where you live, what you've ordered and where our supplier is located, it could take up to 40 days to deliver your item. Further information is given within individual product descriptions.
Do you offer express delivery services for urgent orders?
Not usually, but we may be able to arrange this in exceptional circumstances. Please contact us if this interests you - firstname.lastname@example.org
What currency will I be charged in?
Our original prices are shown in New Zealand dollars, and this is the currency we charge in. If this is not your home currency, your bank or credit card company may charge you a small fee for currency conversion. Our site provides a currency converter to give you a rough guide to the equivalent price in your currency. However, the price you actually pay will depend on the exchange rate used by your bank or credit card company, which may differ, as rates do fluctuate constantly.
Do you accept payment via PayPal?
We regret that we are unable to accept PayPal payments.
What is your returns policy?
Here is the link to our refunds and returns policy.
How much does shipping cost?
This depends on where you are located and the number of items you are buying. Shipping costs will be calculated and displayed for you at the checkout page. Please see our shipping policy for further information about shipping.
Will I have to pay customs duty, or goods and services tax?
Possibly, depending on where you live and the laws of your country. It is worth checking the web pages of your country's customs service to determine whether you are likely to be charged, and how much. Important note for New Zealanders: although New Zealand customers pay lower charges for shipping (because our suppliers provide lower-cost delivery services for our domestic customers), they may still be liable for customs or GST charges, because most of our goods are sent direct from our offshore suppliers.
Here are the relevant government web pages for the countries in which many of our customers live. If your country is not listed, try searching Google using the keywords "[country name] customs charges" or "[country name] online shopping and customs charges".
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).
Do you accept guest posts on your blog?
Yes! We're happy to accept guest posts which fit our criteria, values and vibe. We're particularly keen to feature posts from travellers with personal challenges - such as wheelchair users, unsighted or partially-sighted travellers - as we want to know what it's like for you. Please send your proposal to email@example.com
Would you sell our products on your store?
Possibly, if you are able to fulfil our criteria and requirements. We only work with long-established commercial businesses with a verifiable record of success and trust, who are able to accommodate our business model. We regret that we do not work with individuals.
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 firstname.lastname@example.org or to the address given on our Contact us 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 email@example.com or complete the form on our Contact us page.