You may only cancel your order before it has been sent so please contact us immediately via email so that your item isn't dispatched and we will fully refund the cost you have paid for that order. If your order has already been dispatched we are unable to cancel your order, in this case you would need to follow our returns policy.
If you wish to return your item you need to contact us within 5 working days of receiving the item. Simply let us know your reason for returning the item. We are happy to offer you store credit for the amount that you have paid excluding any shipping and handling fees as these are non-refundable.
For the item to be approved for exchange of store credit it must be returned in its original packaging with care to ensure its safe return to us. Store credit will not be approved if item is returned damaged or broken in transit.
When returning an item, postage must be tracked, with signature required. We are not responsible for return postage costs. We are also not responsible for any items that are lost or damaged in transit - in which we do not offer a refund.
Engraved pieces - We do not offer returns/store credit for pieces with engraving as these pieces are individually customised with your own messages. We are not able to re-sell or re-use these items so please select your items and messages carefully. If you notice the wording was not what you requested - please contact us and we will do our best to sort through the problem and remediate it for you.
All returns will be looked at on a case by case basis following the above policy so please do contact us on firstname.lastname@example.org
We do our best to dispatch your items within 1-2 days from your order, however engraved pieces can take 2-5 days due to the engraving process.
Courier in New Zealand.
We use overnight Courier Post when shipping within New Zealand which generally takes 1-2 days from pick up by courier. You will receive a tracking number when your piece/s have been packaged. You can use this tracking number on the NZ post tracking website to follow its journey to you.
We have two options for international postage - NZ post tracked mail & DHL express.
NZ post tracked mail - this is a mail service which has a tracking number allocated. Due to recent delays with worldwide shipping this service can take from 2-6 weeks.
DHL express - is our faster postage option which takes from 5-10 working days anywhere in the world.
Countries we post to commonly include
Postage costs do vary between the different countries and are at a set price which will show at checkout. Some countries may require additional tax/duties on import to your country - See Important notice below.
If you are outside these counties please contact us to enquire about potential postage to your country. All international parcels will have a tracking number allocated to them.
Important Notice - Tax & Duty.
For overseas orders, any tax or duty charges determined by each country’s customs agency or its authorised service provider, are completely out of Arrowtown Stonework’s control. We do not cover these costs and they are expected to be paid by the recipient of the goods. Arrowtown Stonework is not responsible for and will not reimburse any of these charge and duties. Duties will vary depending on the country.