Shipping policy

Last updated: October 18, 2026

Where we deliver

We ship throughout New Zealand, including rural addresses, and to most metropolitan and regional areas of Australia. Remote Australian locations may take longer.

Please provide a physical delivery address. We don’t deliver to PO Boxes.

Shipping costs

New Zealand standard shipping

  • General rate: NZ$15 per order under NZ$50; free for orders of NZ$50 or more after discounts.
  • Cleavers: free standard shipping within New Zealand.

Your available delivery options and final shipping charge are shown at checkout.

Australia

Shipping charges are shown at checkout before payment.

Processing and dispatch

  • In-stock, ready-made items: dispatched within 1–2 business days, Monday to Friday.
  • Personalised slate and wooden coasters: dispatched within 5 working days of receiving payment and usable artwork or complete personalisation details. Delivery time is additional. No design proof is sent.
  • Other custom orders: dispatch timing is agreed before you order. Custom work with special graphics or photos requires five working days from final artwork approval.

Delivery estimates

These estimates start after dispatch:

  • New Zealand urban addresses: 2–5 business days.
  • New Zealand rural addresses and remote islands: allow an extra 2–3 business days.
  • Australia: typically 5–10 business days, depending on the service and location.

Delivery times are estimates. Weather, busy periods and carrier disruptions may cause delays. Dispatch may also take longer during peak periods or events beyond our control.

Tracking and signatures

All parcels are tracked. We use reputable delivery carriers and will email your tracking link when your order ships.

Signature on delivery is available on request for New Zealand orders. Add a note at checkout or email us straight after ordering.

For cleaver orders, a NZ$3 signature-required option is available at checkout.

We may send items in separate parcels to speed up delivery. You’ll receive tracking for each parcel.

Address changes and delivery issues

  • Address changes: contact us as soon as possible before dispatch. We can’t reroute a parcel once it has shipped.
  • Returned parcels: if a parcel is returned because of an incorrect address, non-collection or refusal, we can arrange to resend it. Additional postage may apply.
  • Damaged or missing items: keep the packaging and contact us within seven days of delivery. Please include photos of any damage. We’ll work with you and the carrier to resolve the issue.

Australian import charges

Orders delivered to Australia may be subject to import duties, taxes or fees. Any such charges not collected at checkout are the customer’s responsibility.

Returns

Please read our Returns & Refunds Policy for eligibility, exclusions and return instructions.

Eligible change-of-mind returns must be made within 14 days of delivery. Items must be unused and in their original packaging, and the customer pays return shipping. Custom and personalised items are not eligible for change-of-mind returns.

If we make a mistake or a product is faulty under the Consumer Guarantees Act 1993, we’ll put it right and cover reasonable return shipping. Nothing in this policy limits your rights under the Consumer Guarantees Act 1993 or Fair Trading Act 1986.

Questions?

Email arohaartisan@gmail.com.