Shipping & Returns
Shipping
All orders are processed within 1 to 3 business days (excluding weekends and holidays) after receiving your order confirmation email. You will receive another notification when your order has been shipped.
For “same day” processing taonga must be purchased before 2pm New Zealand Standard time. Shipping is free within New Zealand via New Zealand Couriers. Shipping is also free internationally for purchases $150 and over via DHL Express. Delivery times may vary during busy holiday seasons due volume or postal services.
In-store pickup
If you would like to pick up your item personally and meet the artists behind the scene, you can pick up your taonga, by appointment only, from 5 Keddell Street, Frankton, Hamilton 3204. Our studio hours are from 9 am-2:30 pm Monday-Friday. After placing your order, we will have it ready for pickup within 1 business day. Please have your order confirmation email with you when you come.
International Shipping
We offer international shipping to the countries serviced by DHL including over 220 countries worldwide. Your order may be subject to import duties and taxes (including VAT), which are incurred once a shipment reaches your destination country. Sands Carving Studio is not responsible for these charges if they are applied and are your responsibility as the customer.
How do I check the status of my order?
When your order has shipped, you will receive an email notification from us which will include a tracking number you can use to check its status. Please allow 48 hours for the tracking information to become available.
If you haven’t received your order within 2 working days for New Zealand customers, and 10 working days for international customers of receiving your shipping confirmation email, please contact us at contact@sandscarvingstudio.com with your name and order number, and we will look into it for you.
Shipping to P.O. boxes
We are unable to deliver to P.O. boxes in New Zealand.
Refunds, returns, and exchanges
Returns
Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
Several types of goods are exempt from being returned. Personalized carvings and gift cards.
To complete your return, we require a receipt or proof of purchase.
There are certain situations where only partial refunds are granted.
- Any item not in its original condition, is damaged or missing parts for reasons not due to our error
- Any item that is returned more than 30 days after delivery
Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within seven days.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at dean@digiinkcreative.co.nz.
Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.
Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at dean@digiinkcreative.co.nz and send your item to:5 Keddell Street, Frankton, Hamilton 3204, New Zealand
Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.
Shipping
To return your product, you should mail your product to: 5 Keddell Street, Frankton, Hamilton 3204, New Zealand.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.