shipping
SHIPPING WITHIN NEW ZEALAND
Every single handmade creation here is infused with loving intention, intuitively selected for the receiver and made to order. Please consider this when ordering, and allow a week for creation (we will certainly aim for and do our best to make this as shorter creation time as possible) plus shipping time.
At the moment, all courier companies in New Zealand are having considerable delays with their delivery times, and are not guaranteeing their delivery dates. Please note, that any deliveries to rural addresses will add on further days with most courier companies.These factors should be considered when ordering, as we are simply not liable for any delivery delays.
If you see something you want for a special occasion we recommend you purchase it in advance to allow for these circumstances.
TRACKED PARCEL RATES
$7.00 flat rate tracked parcel - Nationwide, currently through NZ Post. There may be an additional rural cost if the costs of shipping goes up extraordinarily for this service. We will always advise if this is the case prior to fulfilling the order.
If you require a signature on delivery please contact us to organise - there may be an additional fee for this.
PICK UP COLLECTION
Free pick up option available for Titirangi, West Auckland. You will be sent location details once the order has been processed. We will work with you to find a good day and time to make it happen. Please select the “pick up” option when going through the checkout process.
Please note that as we are an online business we don't have a shop front.
We don't make a profit on shipping, but in rare cases where multiple large and oversize items are ordered we reserve the right to charge shipping based on volume - we will be in touch before dispatching your order if this occurs to provide you with options. If you would prefer a quote ahead of ordering, please get in touch.
PACKAGING
We are always looking at ways we can minimise waste with our packaging. For this reason, our packs may be stuffed with materials like dried flowers or foliage (which The Fairies say actually makes a great ‘natural bubble wrap’!)
We will try to use recyclable and compostable materials where possible, and will always continue to find improved options.
DISPATCH
You will be emailed an order confirmation immediately after placing your order with us online.
You will be emailed a shipping notification with tracking details when your order is packed. Please allow up to 24 hours for tracking to become available. There may be additional delivery delays due to the pandemic affecting couriers nationwide - once a parcel has been picked up, this is unfortunately outside of our control and we thank you for your understanding and patience.
Please open and inspect the contents of your parcel within 24 hours of receiving it. If there is any damage caused in transit we need to know straight away so that we can start the claims process.
RETURNS
We hope you are delighted with your purchase and shopping experience with us! If you're not - please get in touch, we would love to be able to resolve any issues you may have.
If you change your mind once you’ve received your item or it’s not quite what you were expecting, we are happy to offer you an exchange or store credit, within 3 days of receiving the order.
The item must be returned to us unused, unopened (not all pulled out of its box, and then put back in again - in other words, untouched) and in its original packaging. We recommend using tracked postage - we are not liable for any parcels lost in transit. Once the item is received we will assess the condition and be in touch to discuss the next steps.
Please note, we do not refund postage costs or cover the cost for the return delivery of items for change of mind. We are not able to accept returns for items purchased on sale or at a discounted price.
FAULTY ITEMS
Due to the nature of our handcrafted products, slight variations in colours or design may occur - these are not considered faults. We do our best to describe and photograph items accurately and all products are carefully checked over before dispatching. If you are ever unsure or need additional photos or help with a purchase, just get in touch!
If you believe something that you have received is faulty, please email clare@fairyways.co.nz outlining the issues upon receipt of your order.
If your parcel looks damaged upon arrival please notify us immediately so we can start the claims process with the courier company - if you are able to take clear photos of the parcel before you open it, that is super helpful! Please keep all original packing materials too, NZ Post now require this for claims to be made. Parcels must have been opened and the contents inspected within 24 hours - we are not liable for damage caused in transit and will not be able to claim on your behalf if we are not notified within a timely manner.
We do not accept returns on goods that have been damaged due to use so please do check things over when they arrive and notify us of any issues straight away.
REFUNDS
If you have received a faulty item and we are unable to replace it, you will receive a full refund which will be processed to your original payment method.
If your return is simply a change of mind, once we have received your products back in saleable condition we are happy to exchange for a product of equal value or issue you with store credit. If a refund is required for change of mind purchases there may be a small restock fee to cover the non-refundable charges at the point of sale.
CANCELLATIONS / CHANGES TO ORDERS
If you have ordered an incorrect item, please contact us with your order number and any changes required within 24 hours and we will see what we can do! As each item is made to order, we need to know within this time frame.
If we have not yet dispatched your order and you wish to cancel, please be aware there may be a small charge to cover time.
CONTACT
Should you wish to query any products or services please email thefairyways@gmail.com. We are always happy to hear from you.
