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Delivery Information

How do I know my order has been received?

Once your order has been received we will send you two emails.  The first email lets you know your order has been received and provides order confirmation, and the second email lets you know when your order has been dispatched from our premises.

How long will it take for my web order to be delivered?

Web orders will be dispatched from our warehouse within 2 working days. For international orders we use air mail.  International shipping times vary depending on the destination and postal systems in the country to which the products are being sent.

Destination Estimated Delivery Time
Australia 6 -10 working days
Asia & USA 8-12 working days
United Kingdom Visit our U.K. Distributor at www.simplymanuka.co.uk
Europe 8-15 working days
Rest of the World 8-15 working days

 

We do not offer a track and trace option as this is typically cost-prohibitive.

Honey & Herbs (N.Z.) Ltd is not responsible for the cost of any customs charges, taxes or duties imposed by the customs department at your destination country.

Freight in New Zealand

Freight is free within New Zealand for all orders over NZ$60.00 including GST.

We will only ship to one address i.e. no split deliveries.

All orders under NZ$60.00 for delivery within New Zealand are charged a flat delivery rate of $7.00 including GST.  We DO NOT have a surcharge for Rural Deliveries.

We do not ship to P.O. Box numbers.  If you enter a box number as your delivery address we will email you to request a physical shipping address.

We use couriers to deliver in New Zealand.  Ususal delivery times are:

Delivery within the North Island in 2 working days.

Delivery within the South Island in 3 working days.

Allow 5 working days for deliveries to rural delivery addresses.

Please supply a physical address for all orders.  The courier should require a signature upon delivery.  If you are not at home when the courier calls and you have not requested special delivery instructions at the time of ordering, the courier should leave a card with contact details so you can arrange a suitable delivery time.

If you request goods to be left in a specific location at your home in your absence this gives permission for the courier to leave the delivery without a signature.

International Freight

The freight for all international orders is based on the weight of your order and the destination it is being sent to.  The site calculates this as you add items to your cart.  Once you enter your address at the checkout stage and progress to the delivery information page, the freight cost will be displayed for you under the heading 'weight based shipping'.  You have not committed to the order and are still able to choose not to continue with the transaction at this point.  The transaction is not completed until you have submitted your credit card information and received an order confirmation from us.

Are there any countries we don't ship to?

Please contact us about shipping to any of the following countries:

American Samoa
Antarctica
Bouvet Island
British Antarctic Territory
Christmas Island
Cocos [Keeling] Islands
Cook Islands
Dronning Maud Land
Fiji
French Polynesia
French Southern and Antarctic Territories
Guernsey
Heard Island and McDonald Islands
Johnston Island
Kiribati
Midway Islands
Montenegro
Nauru
New Caledonia
Niue
Norfolk Island
Palestinian Territories
Saint Barthélemy
Saint Helena
Saint Martin
Saint Pierre and Miquelon
Samoa
Serbia
Solomon Islands
Svalbard and Jan Mayen
São Tomé and Príncipe
Timor-Leste
Tokelau
Tonga
Tuvalu
U.S. Minor Outlying Islands
Vanuatu
Wake Island
Wallis and Futuna
Western Sahara

My order hasn’t arrived

Please contact us via the 'contact us' page if your order has not been received within the delivery times above or within what you deem to be reasonable.

If your order is for delivery within New Zealand and heasn't been received within the week we can track and trace your parcel for you.

If your order is for delivery internationally we require a wait of four weeks before a parcel is resent, as it may be slow to arrive due to a customs hold up in the destination country.

An item is missing from my shipment or is broken.

Please contact us via the 'contact us' page if your order is incorrect.

How do I cancel an order?

You can cancel an order you have placed online as long as we have not yet dispatched it from our premises.  Please get in touch with us as soon as possible to increase the likelihood of this.  If it is possible to cancel the order we will refund the order amount to the credit card you used at the time of purchase.

Can I return an item?

We want you to be happy, so if for any reason you are not completely satisfied with your purchase you can return it to us within 30 days of receipt of your order.  We will refund the item minus shipping costs.  Please contact us for full details.