FAQ, Returns & Refunds

How long will my order take to dispatch?
Due to the nature of our products, as they are hand crafted and made to order, there will be a maximum of 21 day turn around for you to receive your order. We endeavor to ensure you receive your order before that mark and will try our hardest to ensure this happens.

I need my order urgently, can you help?
If your order is particularly urgent, please contact us directly at hello@nztwine.com to discuss what is possible.

How much is shipping?
Standard shipping price of $15 per order (plus $5 for rural deliveries).

What courier company do you use?
We use Aramex as our courier of choice.

What is the estimated delivery time of my order?
Estimated delivery time is 1-3 business days for North Island and 2-5 business days for South Island. Please add an extra 2 days for rural delivery.

Do you deliver outside New Zealand?
Currently, we only deliver within New Zealand. If you wish to discuss an international delivery, please contact us directly at hello@nztwine.com

Can I change any details once I place an order?
Once an order has been placed, we are unable to change any details, so please ensure you double-check that you have entered the correct details at the checkout.

Can I return or exchange my item?
Unfortunately, due to the delicate nature of our products, as they are hand crafted and made to order, we are unable to offer returns or exchanges. Please choose carefully!

What if my item is faulty?
Please contact us as soon as possible (within 7 days) with proof of purchase and explaining the fault at hello@nztwine.com and we will advise you on where and how to return your item. All faulty items must be unwashed, in original packaging, and how you received it.

Why is the currency in NZD?
As we are a New Zealand company, all prices are shown in NZD. All products will be processed at the checkout in NZD

Will my parcel be the signature required?
Due to the nature of the product, you will be required to sign for your package upon delivery. Unfortunately, we can not take any responsibility for your order once the courier has picked it up to process it.

How is my payment processed?
We use the payment gateway www.stripe.com. During the checkout process, you will be directed to a stripe hosted payment page, where all payment details are transacted on a secure network, which ensures your protection as the customer

What payment options do you offer?
We offer visa, Mastercard and credit card

How can we become a stockist of NZ Twine?
Please email us directly at hello@nztwine.com to discuss further.

Still have a question - drop us a line via the contact page

Returns

Our policy lasts 7 days. If 7 days have gone by since your purchase, unfortunately we can't offer you a refund or exchange. To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

To complete your return, we require a receipt or proof of purchase. There are certain situations where only partial refunds are granted:

* Any item not in its original condition, is damaged or missing parts for reasons not due to our error.

* Any item that is returned more than 30 days after delivery

Refunds

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Sale items
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

Exchanges
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at hello@nztwine.com

Shipping
To return your product, you should mail your product to:
NZ Twine, PO Box 65-093
Mairangi Bay, Auckland 0754.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund. Depending on where you live, the time it may take for your exchanged product to reach you, may vary.