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 Aotearoa New Zealand via New Zealand Post or New Zealand Couriers. Shipping is also free internationally for purchases $500 and over via New Zealand Post or DHL Express. Delivery times may vary during busy holiday seasons due to 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 from 5 Keddell Street, Frankton, Kirikiriroa-Hamilton. Our studio hours are from 10 am to 5 pm Monday-Friday or by appointment. 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 New Zealand Post and 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 3 working days for Aotearoa 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 Aotearoa New Zealand.

Repairs, Returns, Refunds and Replacement Items:

Faulty or Defective Items 

If an item is found to be faulty or defective, please contact us as soon as possible.

Where appropriate, we may offer one of the following remedies:

• repair of the faulty item

• replacement item of the same value, or

• store credit for the value of the item.

We will work with you to reach a reasonable resolution. If we are unable to reach an agreement, a full refund may be provided as long as the item is returned in its original condition. 

Note: This only applies to items with a manufacturing fault or fault in the materials.
This does not apply to damage that occurs once an item has left the store.

Notification of the fault must be made within 14 days of the purchase date. 

Incorrect Sizing

Please check the size of all items for suitability before purchase. Sizes are provided for all website listings.

If you purchase an item for someone else and the size is incorrect, we may offer one of the following remedies:

• resizing the item (e.g. metal rings or bracelets)

• replacement item of the same value, or

• store credit for the value of the item.

This applies if the item is returned in its original condition within 14 days of the purchase date. 

Change of Mind Returns

If you change your mind about an item, we are happy to offer you:

• an exchange for an in-stock item of the same value

• store credit for the value of the item.

This applies if the item is returned in its original condition within 14 days of the purchase date. 

In-store Cash Purchases or Bank Transfer Payment Refunds

Where a refund is agreed to and the original purchase was made by cash in-store or by bank transfer, we may offer a full cash refund if the item is returned in its original condition within 14 days of purchase date. 

Debit/Credit Card Refunds

Where a refund is agreed to and the original purchase was made by debit or credit card in-store or online, a 10% processing fee will be applied. 

This fee helps cover costs associated with debit or credit card processing fees, packaging, postage, inspection, restocking and administrative handling time. The customer will receive a 90% partial refund to the original debit/credit card used to purchase their item. 

Afterpay Orders

All Afterpay online orders are strictly non-refundable.

Once an order has been placed and payment has been processed through Afterpay, the order cannot be cancelled or refunded due to incorrect selection, incorrect sizing or changing your mind about the item. 

We can, however, offer either:

• an exchange for an in-stock item of the same value

• store credit for the value of the item.

Please choose your items carefully before purchasing. 

Services:

Gift Wrapping $5 

Add a thoughtful finishing touch to your order with our gift wrapping service. Beautifully presented and ready to give, giftwrap will enhance your taonga within. It’s a simple way to make your gift feel that little bit more special.

Add a personal message to your gift by leaving your personalised message in the ‘gift note’ section at checkout and we’ll include it in your order.

• No refunds on Afterpay orders - store credit or exchanges only.