Shipping policy

Shipping Policy

Last updated: August 20th, 2025

Where we ship

  • New Zealand: Nationwide, including rural and PO Boxes (PO Boxes sent via NZ Post).

  • Australia: Most metro and regional areas. Some remote locations may have longer transit times.

Processing & dispatch times

  • In-stock items: Dispatch within 1–2 business days (Mon–Fri).

  • Custom engraving / personalisation: Please allow an extra 1–3 business days for production after proof approval (if applicable).

  • You’ll receive an email with tracking as soon as your order ships.

Shipping rates

  • New Zealand: Free shipping on Engraved Cleavers. Other items: live rates shown at checkout.

  • Australia: Live courier rates are shown at checkout based on your address, order size and service selected.

Delivery estimates (after dispatch)

  • NZ urban: 2–5 business days

  • NZ rural / remote islands: Please allow an extra 2–3 business days

  • Australia: Typically 5–10 business days depending on service and location

These are targets, not guarantees. Weather, peak seasons and carrier delays can extend timeframes.

Carriers & tracking

We use reputable carriers (e.g. NZ Post/Courier networks in NZ, recognised partners in AU). All parcels are tracked; tracking links are emailed automatically.

Signature on delivery (NZ)

Signature is available on request. Add a note at checkout or email us right after ordering.

Customs, duties & taxes (Australia)

International shipments may be subject to import duties, taxes and fees charged by Australian customs. These are the buyer’s responsibility and are not included at checkout.

Address changes & delivery issues

  • Change of address: Contact us asap before dispatch. We can’t reroute once shipped.

  • Missed delivery/collection: If a parcel is returned to us due to an incorrect address, non-collection or refusal, we can reship (additional postage may apply).

  • Damaged or missing items: Please keep packaging and contact us within 7 days of delivery (with photos for damage). We’ll work with you and the carrier to resolve it quickly.

Split shipments

We may ship items separately to speed up delivery. You’ll receive tracking for each parcel.

Holiday periods & force majeure

During peak seasons or events beyond our control (e.g. extreme weather, network disruptions), dispatch and transit may take longer.

Returns

For change-of-mind returns, please see our Returns & Refunds Policy. In short: return within 14 days, items must be unused, in original packaging, and return shipping is paid by the customer. 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.

Questions?

We’re here to help.
Email: arohaartisan@gmail.com