1. How much will delivery cost?
Shipping quotes are generated automatically when you enter your address at the Checkout. You can also update the latest shipping quotes by clicking the ‘click to calculate shipping’ button located under the Billing Information form on the middle of the Checkout Page.
Please note that we cannot predict what your customs duty or taxes may be in the recipient country.
2. How are orders delivered?
We deliver globally using DHL Express.
3. When will I receive my order?
NZmade normally ships products within 3-4 business days unless specified otherwise in the item description. If for any reason we are unable to dispatch your order with 10 business days we will contact you with the details you have provided and communicate the expected dispatch date.
4. Am I able to track my order?
Yes – orders shipped using our Express Delivery Option is done so as a Registered Parcel with track & trace. Please note that a signature will be required upon final delivery of goods.
5. My order was delivered to an incorrect address – what happens?
NZmade is not responsible for orders sent to an incorrect address. It is your responsibility to ensure your delivery address details are correct. You can update your address details simply by clicking on the ‘My Account’ link and then the ‘Address Book’ tab, click ‘Edit’ and save details to ensure your contact and address details remain current.
You are also responsible for the any costs incurred to resend an order that is returned due to an incorrect address.
Also in the event that a parcel is unclaimed by a customer in the recipient country and is returned back to us, we are not obligated to provide a refund to the value of the product. We will however provide the option of resending the item(s) with any additional shipping costs incurred resting with the customer(s) concerned.
1. Am I responsible for Customs requirements, Duties and Taxes in the recipient country?
Yes – Any Duties and Taxes, which are levied by the authorities in the recipient country, are at your own cost. NZmade will not be held responsible for any delays caused by Customs, this also includes parcels that are detained or confiscated if they are deemed prohibited by the customs authority in the recipient country. Please read our Term and Conditions for further information regarding customs and delivery.
2. What will my Customs Duty and/or Levies be?
NZmade ships your order DDU (Duties and Taxes Unpaid) and does not collect the duties and taxes and cannot predict what your particular charges may be. The price quote for duties of your respective order is solely determined by the recipient country’s customs authority.
1. I want to cancel my order – What should I do?
Once notification of acceptance of your order has been sent to you and you wish to cancel or retract from the sale transaction then you must communicate so in writing via email to firstname.lastname@example.org within 5 calendar days. Please note that if your order has already been shipped you are not able to cancel or retract from the sale transaction. For more information please refer to our Terms and Conditions regarding our sales transaction agreement.
Product Returns and Refunds
1. Can I return a product?
Yes – you must file a return claim with an attached photograph of the product concerned by emailing email@example.com. A return authorization number (RA) will be allocated and the faulty goods can then be returned. Please note however that product returns will not be accepted simply due to change of mind and once your order has been delivered you acquire all ownership of all items.
2. Will I get a refund for returned products?
Yes – Only until NZmade receives the respective product back can a refund be made.
3. If my product is damaged or faulty or I received the wrong product – what should I do?
If you have received the wrong product or the product is damaged or faulty you must contact our Customer Services team within 24 hours to request a ‘Return Claim Form’ which must be completed. You can do this by emailing us. Please also include an attached photograph of the product concerned. A return authorization number (RA) will then be allocated and you will be advised as to the process of returning the goods.
4. If a product is unavailable or temporarily out of stock – what happens?
Should the products you purchased be temporarily unavailable by the manufacturer, or discontinued by the manufacturer, we will advise you of the products unavailability and provide you with the opportunity to wait should the product be temporarily out of stock. We may also recommend an alternative product and give the option to swap the product with another of equal value.
In the case of the product you selected being indeed unavailable NZmade will refund your payment to the account which it derived from taking up to fourteen business days.
1. Is it safe to shop online?
Yes – NZmade uses the latest in security technology to provide a safe and secure online shopping experience. Payments are processed using Secure Socket Layer (SSL) protocol ensuring your sensitive information is automatically encrypted in transit from your computer to our server.
2. How secure are my personal details?
3. Does Shop New Zealand store my credit card information?
NZmade does not store any of its customer’s credit card details for security reasons. Any payments involving NZmade is dealt directly by the banks of the parties involved.
1. How do I pay for my order?
Once you are finished shopping click on the Checkout button. This will take you to the Checkout page.
Proceed to fill out the relevant fields in the Checkout page.
Take extra care when filling out the Billing Information section. This section is carried over to the payment gateway and should match your credit card details. Billing address is the registered address of the credit card and where monthly statements for that credit card are sent.
At the ‘Payment Method’ section you can select the options:
After selecting your payment gateway, click on the Review Order button.
This will take you to the Review Order page.
At this point you can choose to go back or proceed further.
Clicking on the button will take you to the appropriate payment gateway page.
If you selected PayPal, you will be taken to the NZmade PayPal page.
American Express (Amex)
Log in to your PayPal account and review your cardholder details before finalising your payment. If you do not have a PayPal account you can use the ‘Pay with a debit or credit card option’ and select the Review and Continue button. PayPal may require additional information such as country of residence and date of birth for certain regions.
If you encounter any problems with finalising your payment, feel free to email us for assistance.
NZmade does not store or share customer’s credit card information. Payments involving NZmade are dealt directly by the banks and payment gateway of the parties involved.
2. Do prices include GST (Goods and Services Tax)?
No – Prices are exclusive of any applicable GST. When searching for products you can view prices quoted in your currency of choice. Simply click on the currency drop down menu above on the right hand side and select your currency of preference.
3. Why have prices changed?
Prices for each product listing can and will fluctuate and are quoted based on real world bank day rates with the New Zealand Dollar (NZD) as the default currency. Once a sale transaction has been completed the price quoted at the time of this transaction will be locked in and will not be subject to any changes.
NZmade also reserves the right to change the prices of products listed at any time and for any reason.
How can I contact Customer Services?
For enquiries about your order you can email our Customer Services Team. Please fill in our Contact Us Form and Customer Services will promptly reply.
Please refer to our Contact Us page for further information about Office Hours and Phone Numbers to call by Country.
1. I have forgotten my password – What should I do?
To request a new password simply click on the ‘Request new password’ link under the User Login section on the left hand side prompting you to enter your email address. A new password will then be generated and sent to your email inbox. Please note it is your responsibility to keep all login and password details safe.
2. How can I view and/or update my Account?
You can view and update your Account Details by clicking on the ‘My Account’ Link on the top right hand side. From there simply click on the ‘Address Book’ Tab and then click ‘Edit’ whereby you can update your contact and address details.
Please note there are separate options to provide both Billing and Shipping details.