Shipping policy
DELIVERY & SHIPPING POLICY
ORDERS
Please allow 1-2 working days for your order to be processed for shipping. Our aim is to fulfill and dispatch orders as quickly as possible, which means we are unable to make any changes once your order has been placed. However, you may be able to cancel your order and place a new one instead. If it’s too late to cancel the order, you may be eligible to return any unwanted items and receive a refund/exchange. Please check our Returns & Refunds process for more on how to do this.
Orders are processed during store hours, Monday to Friday 9am - 5pm, and Saturday 9am - 3pm (excludes public holidays).
There may be occasions for delay in processing your order, especially during busy periods, including sale times, public holidays, postal/delivery partner delays, traffic delays, logistics, bad weather or if our delivery partners are unable to access the delivery address. We'll keep you as updated as we can, and you should also be able to track your parcel’s progress.
IF THE PRODUCT YOU ORDERED IS OUT OF STOCK
If the product you ordered is out of stock, we will contact you. Where possible, we will endeavour to secure new stock to complete your order within an acceptable timeframe for you. Otherwise a full refund for the item will be given.
FREIGHT COSTS
Freight charges are based on the weight and size of an item and are calculated at Check Out. As a guide:
| NZ Local & Nationwide Delivery (0-5kg) | $9.00 |
| NZ Nationwide Delivery (5-10kg) | $15.00 |
| NZ Rural Delivery | $15.00 - 20.00 |
Bulky items are those with either a high weight or large cubic volume. Bulky items will show the below statement, asking you to contact us to provide you with a delivery price from our courier companies, for your approval prior to making the purchase.
"Before purchasing, please contact us direct for a quote on the delivery cost of this item. Email info@florenceandco.com or phone 07 2811 409."
LOCAL PICKUP
If you are local to the Tauranga area, you are welcome to email your oder through to us at info@florenceandco.com and collect free from in-store during store hours. An email will be sent when your order is ready for pickup.
Our store hours are Monday to Friday 9am - 5pm, and Saturday 9am - 3pm.
NATIONWIDE DELIVERY
New Zealand orders travel with Aramex Couriers.
Once your order has been processed and collected by courier, the approximate delivery times are as follows:
- North Island orders: 2-4 working days.
- South Island orders: 2-3 working days.
- Rural delivery or remote locations can take just a little longer so please allow an additional 2-3 working days.
On receipt of your order, you are responsible to inspect the Goods as soon as reasonably possible to check that the order is complete and not damaged in any way. If your order is incomplete or damaged, we ask that you notify us within 48 hours and supply us with whatever information or evidence, such as photos, you may have relating to the incomplete order or damaged Goods.
Subject to the above paragraph, and any obligation we have under the Consumer Guarantee Act 1963, if applicable, we will arrange for the order to be corrected/completed and delivered, or the damaged Goods replaced. If Goods are observed to be damaged on arrival, you are asked to send the damaged Goods back with the same delivery driver at the time, if that is feasible, and notify us immediately.