Shipping & Returns

Shipping

We are delighted to offer expedited shipping throughout New Zealand*. (At this time we are unable to ship beyond New Zealand.) You can expect your item to be dispatched within 3-4 business days.
* Excludes Waiheke Island and Chatham Islands. Please contact us to inquire about delivery to these locations.

Shipping within New Zealand is fixed at $20 per item. Larger items may be charged at a higher amount with final shipping costs reflected at time of checkout.

You will receive an email from our Front Office with a confirmation and tracking number once your order has been dispatched.

We offer complimentary pick-up of purchased items at Otahuna by request. Simply choose the ‘Pick Up’ option at checkout and our Front Office team will contact you to arrange a convenient time for collection.

Returns Policy

Change of Mind

We’re not able to accept returns or provide refunds for change of mind. We encourage you to check product details carefully before purchasing, and you’re always welcome to contact us if you have any questions beforehand.

Faulty or Defective Products

If you believe your item is faulty, please contact us at [email protected] within 7 days of receiving it. Provide your order number, a description of the issue, and photos or videos if possible. We will assess the fault and advise the next steps.

If your item arrives damaged, please notify us within 24 hours so we can investigate and resolve the issue promptly. 

Exclusions

Returns may not be accepted if:

  • The item has been damaged through misuse or neglect
  • The fault is due to normal wear and tear
  • The item has been altered after purchase

Return Process

If a return is approved:

  1. We will provide return instructions and a return shipping address.
  2. Items must be returned in safe, secure packaging.
  3. Once inspected, we will arrange a repair, replacement, or refund as required under the CGA.

Shipping Costs

If the product is confirmed to be faulty, we will cover reasonable return shipping costs.If the product is not deemed faulty, it will be returned to you at your expense.

Out of stock goods

In the rare event that an item purchased online is out of stock we will contact you to arrange a refund or suitable replacement.

Pricing

All pricing is in New Zealand Dollars and includes 15% GST.