Postage & Returns
US Important Update – U.S. Orders: Duties, Tariffs & Taxes
Orders placed with us are shipped from New Zealand to the USA. Please note that all U.S. Customs charges — import duties, tariffs, taxes, and any carrier clearance fees, are the responsibility of the recipient (customer). Arrowtown Stonework does not cover, collect, or refund these charges.
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If charges are unpaid, parcels may be returned to New Zealand.
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We can either reship (with additional postage plus any NZ re-import/clearance fees, including GST if charged) or refund the item price minus the original shipping and any return/re-import/customs fees billed to us.
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Shipping costs are non-refundable.
If you have any questions regarding shipping and/or customs, please reach out to us at: hello@arrowtownstonework.co.nz
🌍 International Orders – Duties & Taxes
Orders shipped outside New Zealand may be subject to import duties, taxes, or clearance fees once they arrive in the destination country. These charges are set locally and are the responsibility of the recipient (customer). Arrowtown Stonework does not cover, collect, or refund these costs. Customs processing can sometimes cause delays beyond the estimated delivery timeframe.
🚚 Order Dispatch Times:
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Orders are usually dispatched within 2 working days.
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Engraved pieces may take 2–5 working days due to the engraving process.
🏠Pick up In-Store
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Select "pick up" from our delivery options, and we will make sure to prepare it as soon as possible. You will receive a notification once your order is ready to be picked up.
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Engraved pieces will be ready for pickup on the following working day
NZ Courier in New Zealand.
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Shipped with Courier Post Overnight.
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Delivery takes 1–2 business days from pickup.
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Tracking details are provided once your order is on its way.
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Rural delivery: please allow an extra 1–2 days.
🌍 International Shipping Options
We’re proud to share our pieces worldwide and offer two reliable courier services:
NZ Post Tracked Mail
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Standard international mail service with tracking.
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Delivery usually 2–4 weeks, but may take up to 6 weeks with global delays.
DHL Express
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Our fastest, fully tracked courier option.
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Delivery in 5–10 working days to most destinations.
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For USA orders, DHL Express is the only available service.
Common destinations include:
Australia, USA (DHL only), Canada, United Kingdom, Ireland, France, Switzerland, Germany, and the UAE.
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Postage costs vary by country and are shown at checkout.
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All international parcels include tracking.
Order Cancellations
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Orders can only be cancelled before dispatch.
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Please email us immediately if you wish to cancel.
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Once dispatched, cancellations aren’t possible — you would need to follow our Returns Policy below.
🔄 Returns Policy
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Contact us within 5 working days of receiving your order to request a return.
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We offer store credit only (excluding shipping, which is non-refundable).
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Items must be returned in original packaging and in resale condition.
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Store credit will not be issued for items damaged or broken in return transit.
Return shipping:
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Must be tracked with signature required.
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We are not responsible for return postage costs.
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We are not responsible for items lost or damaged in return transit.
Engraved Items
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Engraved or personalised pieces cannot be returned or exchanged.
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Please choose carefully when ordering engraved items.
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If your engraving does not match what you requested, please contact us — we’ll do our best to resolve the issue.
All returns are reviewed on a case-by-case basis. Please contact us at hello@arrowtownstonework.co.nz