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Shipping & Returns 

Shipping Policy

Order Processing:
 

  • Processing Time: Orders are processed within 2-3 business days after payment confirmation.

  • Business Hours: Monday to Friday, 9 AM – 5 PM NZST. Orders placed outside these hours are processed on the next business day after payment confirmation.
     

Shipping Methods & Costs:
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  • Rural Delivery: Additional surcharge of $5.30 NZD applies. Please select "Rural Delivery" at checkout if your address is rural.
     

Delivery Timeframes:
 

  • Orders are shipped on Thursday.

  • Standard Delivery: Estimated 3-5 business days.

  • Rural Areas: May require an additional 1-2 business days.
     

Order Tracking:
 

  • Once dispatched, a tracking number will be emailed to you.

  • Use this number to monitor your parcel's progress.
     

International Shipping:
 

  • Currently, we ship exclusively within New Zealand.
     

Delivery Issues:
 

  • Delayed or Lost Orders: If your order hasn't arrived within the expected timeframe, please contact us at kiaora@raukuradesign.com. We'll liaise with the courier to resolve the issue promptly.

  • Damaged Items: Inspect your order upon arrival. If items are damaged, notify us within 7 days with photos of the damage. We'll arrange a replacement or refund as per your preference.

Return & Exchange Policy

Our Commitment: At Raukura Design, we take pride in our craftsmanship and aim for your complete satisfaction. If you're not entirely happy with your purchase, we're here to assist.
 

Eligibility for Returns:
 

  • Faulty or Damaged Items: If your item is faulty or damaged upon receipt, you are entitled to a repair, replacement, or refund under the Consumer Guarantees Act 1993.

  • Change of Mind: As a small business, we do not offer returns or exchanges for change of mind. Please choose carefully before purchasing.
     

Return Process:
 

  1. Contact Us: Within 14 days of receiving your order, email kiaora@raukuradesign.com with your order number, details of the issue, and photos if applicable.

  2. Assessment: We'll assess your claim and guide you on the next steps.

  3. Return Shipping: If a return is authorized, securely package the item. Unless the item is faulty, return shipping costs are the customer's responsibility.
     

Refunds and Replacements:
 

  • Processing Time: Once we receive and inspect the returned item, we'll notify you of the approval or rejection of your refund or replacement within 5 business days.

  • Refund Method: Approved refunds will be processed to the original payment method.

  • Exclusions: Items damaged due to misuse, neglect, or normal wear and tear are not eligible for refunds or replacements.
     

Consumer Rights: Our policies comply with the Consumer Guarantees Act 1993 and the Fair Trading Act 1986, ensuring your rights are protected.
 

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