FAQs

Will I be charged Customs Duties, Sales Tax, GST or VAT?

Customs charges vary depending on the local regulations of each destination country. There is usually a ‘tax free’ threshold for international orders and if parcels fall under this threshold then additional charges are not incurred. This threshold differs for each country. Larger orders are more likely to be inspected and to incur additional charges. Customs duties or VAT charges are the responsibility of the customer if incurred.

We advise that you check with your local customs department on whether you will incur any fees on a purchase from New Zealand.

I live in the United States - will I be charged tariffs?

All import duties and fees for US customers are covered in the item's price. This allows us to manage the payment of these fees, and associated costs, to the US Customs. This allows us to offer efficient, problem-free delivery to the United States.

Will I be charged New Zealand Tax?

If your parcel is going to an international destination you will not be charged New Zealand Goods and Services tax. 

I see you have a 'Make an Offer' button on some of your products. How does this work?

Click the button and you will be presented with a form that will allow you to offer a price for the piece you are considering. We'll take a look at your offer and either accept it or provide a counter-offer. You will receive an email with a link that will take you directly to the checkout with the agreed discount applied. If the button appears on the product you're looking at it is definitely worth making a serious offer - we will consider it.

How long will it take for my parcel to arrive?

New Zealand packages have a target delivery time of 2-3 working days from the date we post them.

For international delivery on purchases over certain amounts, we use an Express Courier service. You can view the thresholds for courier delivery for your region HERE

Depending upon your location we have a target delivery time of 3 – 10 working days from the time we post your package.

For purchases up to these thresholds we use an international airmail service which usually takes between 10 and 30 working days to arrive.

Please note: these delivery times do not include weekends or public holidays or any delays incurred with your customs or postal services. Over the December holiday season parcels can take longer due to postal overloads and delays at customs.

I have seen a pendant I like but I would prefer a different cord colour - can you change it for me?

Yes we can do that for you, no problem. Just leave a note in the comments field at the checkout letting us know what colour you would like and we'll change that for you (no additional cost).

How long are the cords on carved pendants?

Most of our pendants are presented on adjustable cords that can be adjusted to suit. Where we have a fixed length cord on a carved pendant it will be approximately 22” (56cm) circumference. If you have a preference for the length then please specify in the ‘comments’ section when ordering and we will endeavour to meet your requirements.

Do you have Gift Cards?

Yes - we offer a range of Gift Cards which you can find at this link: GIFT CARDS

Do you offer a gift wrapping service?

Our carved pendants and jewellery are beautifully presented in either a box or traditional woven flax pouch and arrive 'gift ready'! We can also include a personal note for you if you are sending a gift - just leave the message exactly as you would like it sent in the comments field at the checkout, and we will do that for you.

Do you offer a carving repair service?

Yes - in some instances we're able to repair carvings that have been broken. Please email us to discuss your requirements and, if possible, include photographs so we can assess whether a repair is possible and provide a quote.

Am I able to track my order?

All of our international deliveries using DHL's Express Courier service, or International Airmail, are tracked. You will receive a tracking number when you place the order and you can track your parcel's progress to you.

New Zealand orders are shipped with a courier service and are also tracked.

What is your returns policy?

We know that sometimes you get that "ohhh no moment" when you open your package and it's not quite what you expected. We can handle that!

If, for any reason, you are not satisfied with your purchase you are welcome to return the order in its original condition, and with the original packaging. Get in touch within 7 days of receipt of the piece and we will discuss how to manage the return. We will provide you with a refund (less the cost of post on your original order), or a store credit if you prefer. Please contact us prior to returning the article to confirm the return.

Can I wear my carving in the shower or while swimming?

Yes, in most cases you can. Our selection of bone and jade carvings are made to last the distance and most of them can be worn in water. There are a couple of exceptions where we advise that you remove your carving before jumping in the shower or taking to the water: If you have Jade or bone carvings with a shell inlay in the design, or stained (or two toned) carvings which may fade - take them off before bathing. Also keep an eye on the bindings and get them replaced if you see any wear and tear. You can check out detailed care advice HERE.

NOTE: Pieces made from Woolly Mammoth should never be worn in water.

What happens if my parcel doesn't arrive?

It is very unusual for a parcel to go missing, but if it does just let us know and we'll get it sorted for you. A delay on an international order usually means a customs inspection has taken place and this could add several extra days to the target delivery time. If your parcel has been declared missing after an investigation has been conducted, we will either send a replacement, or if you prefer, provide a store credit, or refund your purchase.

Do you provide customer support during weekends / holidays?

Normally we try and take the weekends off to hit the bush or the beach, but if you have an urgent request, email us with URGENT in the subject line and we'll endeavour to respond pronto.