Shipping and returns
Shipping
How do you handle the shipping for your products?
For nationwide delivery within New Zealand, we use the services of New Zealand Post.
How is the shipping cost calculated?
The shipping cost for your order is calculated based on a flat rate fee.
This means regardless of the size or weight of your package, the cost of shipping remains the same.
The flat rate shipping fee will be added to your purchase once you enter your postage details during the checkout process. This approach allows us to provide a transparent and consistent shipping cost for our customers across New Zealand.
Shipping speed and delivery
How long does it take for my order to be delivered?
The typical delivery timeframe for your order depends on various factors, including your location within New Zealand.
For standard shipping, we aim to deliver your order nationwide within 3 business days from the date of dispatch.*
Once your order is placed, we strive to dispatch it within 2 business days. After dispatch, you should allow an additional 3 business days for your purchase to arrive.*
*Please note that delivery targets are a guide, and we cannot guarantee the exact delivery time. Remote or rural areas may experience longer delivery times.
We work diligently to process and ship your order as quickly as possible, and we appreciate your patience during the delivery process.
If you have any concerns, about the delivery status of your purchase, or if it has exceeded the expected timeframe, please contact liz@thehouseofcalligraphy.com. We will do our best to assist you and provide the necessary updates regarding your purchase.
Are there any potential delays in delivery?
While we strive to ensure the timely delivery of your order, it's important to note that there can be potential delays beyond our control. External factors such as weather events or peak holiday periods may impact the delivery timeframe.
If you experience significant delays or have concerns about the delivery status of your order, please reach out to us at liz@thehouseofcalligraphy.com.
Order processing and dispatch
How long does it take for my order to be processed and dispatched?
We aim to dispatch all orders purchased from our website within 2 business days.
Once your order is dispatched, please allow 3 business days for it to arrive.*
*Delivery targets are a guide, and we cannot guarantee the exact delivery time. Remote or rural areas may experience longer delivery times.
Pickup service
Do you offer a pickup option for orders?
Yes, we are pleased to offer a pickup option for your order.
Please select the pickup option during the checkout process.
How does the pickup service work?
Once your order is ready for pickup, we will notify you via text message or email, whichever method of communication you prefer.
Our pickup process is designed to be convenient and efficient. Here are the steps to follow:
Place your order online and select the pickup option during checkout.
Once your order is processed and ready for pickup, we will notify you via text message or email of our address, and any specific instructions for collecting your order.
Simply pop out our address and pick up your purchase.
If you have any questions about our pickup option, please feel free to contact liz@thehouseofcalligraphy.com.
Will I be notified when my order is ready for pickup?
Yes, you will be notified when your order is ready for pickup.
Once your order is processed and prepared for pickup, we will send you a notification via text message or email, based on the contact information you provided during the checkout process. This notification will inform you that your order is ready to be collected and will include any additional instructions or details.
If you have any questions or concerns about the status of your order or the pickup process, please get in touch with liz@thehouseofcalligraphy.com.
Posting days
On which days of the week do you post orders?
To ensure the timely arrival of you purchase, we post orders daily, Monday through Friday. This means we process and dispatch orders each weekday.
If you place an order during the weekend or on a public holiday, it will be processed and prepared for posting on the following business day.
If you have any specific questions or concerns regarding status or posting of your order, simply get in touch with liz@thehouseofcalligraphy.com.
What should I do if I think my order is lost or missing?
Please note, we cannot be held liable if your purchase goes missing in transit. Once we dispatch orders, shipping times, delays and errors are out of our control. We will however, do our best to assist with this process simply get in touch with us at liz@thehouseofcalligraphy.com.
Returns
Do you accept returns for products?
Yes, we do accept returns for products. We want you to be completely satisfied with your purchase from us. If you are not happy with your item or if it does not meet your expectations, we offer a return policy to ensure your peace of mind.
Here are the key points of our return policy:
Change of Mind Refunds:
If you have changed your mind about a particular purchase, we are not obligated to provide a refund. We encourage you to choose your items carefully before making a purchase.
Damaged Items:
If your item arrives damaged or faulty, we will fulfil our obligations under the applicable consumer laws in New Zealand, including the Fair Trading Act 1986 and the Consumer Guarantees Act 1993. In such cases, please email a photo of the damaged product, along with a description of the fault, to liz@thehouseofcalligraphy.com. We will assess the situation and, where we have failed to meet the consumer guarantees we will provide a remedy through repair, replacement, or refund.
Consumer Guarantees:
We abide by the consumer guarantees set out in the relevant consumer protection laws of New Zealand. These guarantees ensure that the products we sell are of acceptable quality, fit for their intended purpose, and match their description.
If you have any specific questions or concerns about returning a product, please don't hesitate to contact liz@thehouseofcalligraphy.com.
What should I do if my order arrives damaged?
If your item arrives damaged or faulty, we will fulfil our obligations under the applicable consumer laws in New Zealand, including the Fair Trading Act 1986 and the Consumer Guarantees Act 1993. In such cases, please email a photo of the damaged product, along with a description of the fault, to liz@thehouseofcalligraphy.com. We will assess the situation and, where we have failed to meet the consumer guarantees we will provide a remedy
International shipping
Do you offer international shipping outside of New Zealand?
Not at this time however it is something we have planned in the future.
Customer service
How can I contact customer support regarding shipping and returns?
Please do not hesitate to contact as at liz@thehouseofcalligraphy.com if you have any questions, concerns, or issues related to shipping and returns. It is important to us that your customer experience with us is perfect!
What are your customer support hours?
Our customer support hours are Monday to Friday from 9 am to 4.30 pm.
What is the expected response time for customer inquiries?
We aim to respond to your email within 24 hours.