Shipping

At Kiwiana Studio we are committed to providing our customers with the highest level of service possible. To ensure a smooth and efficient shipping process, we have put together the following shipping policy in line with New Zealand law and consumer law in New Zealand:

 

Packaging Time: We take 1-3 business days to carefully package your order, ensuring that it is secure and protected during transit.

 

Shipping Time: Shipping around New Zealand can take between 2-7 business days, sometimes longer for rural areas. Please note that these times are estimates only and may vary depending on the courier's delivery schedule.

 

Tracking Information: Once your order has been shipped, we will email you a tracking number that you can use to track your package's progress. Please note that some couriers may take up to 24 hours to update their tracking information.

 

Delayed Items: If your item is delayed beyond the estimated delivery time, please lodge an enquiry with the postal courier. While we will do our best to assist with any issues, we are not responsible for delays caused by the courier or other unforeseeable circumstances.

 

Damaged Items: We try to take great care in ensuring that our handmade items are packaged securely and shipped to you with the utmost care. However, we understand that sometimes, despite our best efforts, items may be damaged during shipping. In accordance with New Zealand law, we have put together the following policy for handling damaged items:

 

Sign for Delivery as Damaged: When receiving your package, please carefully inspect the contents for any damage. If you notice any damage to the packaging, please sign for the delivery as damaged to alert the courier and ensure that they take responsibility for the damage.

 

Lodge a Complaint with Courier: If you notice any damage to your item, please lodge a complaint with the courier as soon as possible. The courier will require photos of the damage and a description of the issue to investigate the matter.

 

Advise Us ASAP: Once you have lodged a complaint with the courier, please advise us as soon as possible. We will work with you to determine the best course of action, which may include a replacement or refund of your purchase.

 

Refunds and Replacements: Due to the unique nature of our handmade items, some items may not be able to be remade if they are damaged during shipping. If this is the case, we will issue a refund for the full purchase price of the item. Alternatively, if a replacement is possible, we will work with you to arrange for a replacement to be shipped to you as soon as possible.

 

Thank you for choosing Kiwiana Studio, We appreciate your understanding and cooperation in the event that a shipping issue arises, and we will do our best to ensure that any issues are resolved in a timely and satisfactory manner.