Customer Care

Ordering

How do I place an order online?
Ordering is easy and convenient! Simply select your favourite items, add them to your shopping cart and click "check out" for your order total. Once you have entered your shipping address, the shipping total will appear to the right of the "payment options" screen.

Can I place orders by phone?
Yes we take phone orders as well.  Call us on +64 21 338830 Monday to Saturday 10AM to 6PM (NZT).  We are happy to answer your questions.  Once you’ve made your order over the phone, we’ll email you an order confirmation.  We'd love to talk to you!

What are my payment options?
Orders can be placed online via Paypal using Visa, MasterCard, American Express.  You can also pay by internet banking.

What is Paypal?
Paypal is a global leader in online payment solutions with more than 153 million accounts worldwide, in 190 markets and 24 currencies.  Paypal is a safe and easy way to make online payments using your credit card without revealing your card details to anyone else. 

Do you charge Goods and Services Tax (GST)?
All prices are inclusive of Goods and Services Tax of 15%.

Do you have a minimum-order requirement?
Some of our products have minimum order requirement so that we can deliver the best possible prices for you.  Any minimum order requirement will be listed on the product details page.

[to top]

Order Tracking & Updates

Will I get an email confirmation after I place my order?
Yes, you will immediately receive an email confirmation of your order.

How do I check the status of my order?
Checking your order is easy. Simply log in to your account using username and password (procided after you completed your order), under "My account", click on the "Orders" tab, you will then be able to view your order details, including the status of your cirrent order.

How do I make changes or cancel my order?
Please verify your order confirmation immediately upon receipt to verify the details of your order. You may make changes or cancel your order as long as the order is not in processing and has not been personalised. We strongly suggest you call us on +64 21 338830 as soon as possible with changes or cancellations so we can accommodate your request without any additional charges. If an order is in processing, no changes can be made.

[to top]

Returns & Exchanges

What is your return and exchange policy?
We pride ourselves on carrying high-quality items, and we hope that you will be pleased with your order. When you receive your order, please inspect it carefully to verify that all items for any damages.  If there is any damage, please call us on +64 21 338830 or email us at sales@heavenlytreasures.co.nz at your earliest convenience, but no later than 7 days after the package was delivered. Keep the original box, packaging materials, as well as any paperwork that came in the box.

Can I return personalised items?
Unfortunately personalised favours and gifts are non-returnable as we are unable to resell them.

Can I return edible items?
Due to the nature of these items edible favours are non-returnable.

[to top]

Shipping

When will my order ship?
Shipping times for each product can be found on the product description page.  You will receive another email from us when your order has been shipped.  If an item requires personalisation, production time could take longer, depending on the item, so be sure to check the processing timeframe on the website before ordering.

Do you ship to P O Boxes?
Unfortunately, we cannot ship to PO Boxes.  Our courier company requires a physical address for delivery.

Do you ship internationally?
Yes definitely.  We welcome international orders via email so we can provide you a quotation on shipping cost.  Please send us an email to sales@heavenlytreasures.co.nz detailing your order details and shipping location, we will then send you a quotation to confirm before finalising your order.

How is shipping calculated?
Shipping is calculated during checkout and is based on the weight of the items you selected and the shipping destination.