+64 (0) 3 693 9845info@fwf.co.nz

Shipping

New Zealand

What does the delivery cost?

We offer FREE POSTHASTE COURIER DELIVERY within New Zealand on all orders. 

How long does it take to get my order?

You can expect to receive your goods within 4 working days of having placed your order.   We work from Monday to Thursday, so after 2pm on Thursday orders will go out the following Monday.

Where can my products be delivered?

Currently, products can only be shipped to New Zealand residential and business addresses, sorry no PO Boxes.  We will extend the shipping to overseas early in 2017,  in the interim just send us a message on the contact form and we can send an order to you manually for now!

Do I have to sign for the product(s)?

Yes, you do.  

Would the product(s) fit through the mailbox?

Unfortunately,  it will not fit through a standard mailbox and we do require a signature. However, If you think you might be out then just leave us a little note in the “order notes” section with a safe place to leave it and we can include this on your address label with your parcel.  The courier driver if they can't find a safe place to leave it will leave a card with their details. 

What do I do if my product(s) haven't arrived?

Because we send all your products via courier, however, they may occasionally be held up.   If it’s well overdue, please send us a note on our contact form or call our customer team on 03 693 9845.

What if my product(s) is lost in transit?

We accept responsibility for parcels lost in transit in New Zealand prior to their having been delivered to your home/business provided we are notified within 7 working days. We cannot accept responsibility for your parcel once delivery has been made or you have directed us to a safe place to leave it.   

What if my product(s) arrive and are damaged?

We accept full responsibility for breakages in transit within New Zealand. If you experience a breakage please hold onto the item (as it arrived) and packaging and notify us of the situation within 7 days. 

 

International

We NOW ship internationally on a zone matrix.  It is automatically calculated for you at checkout.  We aim to have the parcels to you in the following time frames using international air.

Zone A - Australia - 10 days

Zone B - South Pacific - 10 days

Zone C - Asia - 10 days

Zone D - UK, Europe and North America - 10 to 15 days

Zone E - Rest of World - 15 days

It's entirely your responsibility to ensure that any goods which you order are not prohibited/restricted within your delivery country. Functional wholefoods New Zealand Ltd accepts no liability for the refund/replacement of any goods or any costs relating to or arising from, the importation or confiscation of any goods by your countries Customs Office or another government body. Likewise, any import duty or tax payable on your order is not our responsibility and is beyond our control. If an order is returned to us by your countries import authorities in resalable condition, we'll refund you the value of the order less any postage costs incurred by us. We can't provide a refund until we've received the products back. We don't provide refunds on parcels that are detained or confiscated at your countries customs due to containing items which are prohibited.

We accept no liability for any goods lost in transit outside of New Zealand.

We recommend you contact your local Customs Office for further information on import regulations in your country. For your convenience, please find following links to common international destinations we deliver to:

Australia
Canada
China
Germany
Hong Kong
India
Japan
Malaysia
Philippines
Singapore
South Korea
Taiwan
Thailand
United Kingdom
United Arab Emirates
United States of America

Missing or damaged parcels

If your goods don't reach you in perfect condition please notify us as soon as possible. Please don't return damaged goods without notifying us first, as it is sometimes preferable to make arrangements from our end. Please keep any packaging and damaged items as they are received, as these are required for the claim process.

In the unlikely event that your parcel doesn't reach you within the expected delivery time-frame of our having emailed you confirmation of dispatch, please let us know.

NZ Post’s terms and conditions dictate that an international investigation into a missing or damaged parcel can only be launched within a limited time after a parcel’s dispatch.

  • For us to be able to assist you with regards to a missing parcel please contact us within 30 days of your parcel’s dispatch.
  • For us to be able to assist you with regards to a damaged parcel please contact us within 7 days of your parcel’s delivery date.

After these times we will, unfortunately, be unable to assist you.