FAQ - Frequently asked Questions
General Inquiries
Are you using wild paua shells?
No we are not. All our paua shells have been sustainably sourced from a local paua marine farming operation. The juvenile shells did not mature and therefore are discarded as a waste product, from which evolve our unique jewellery pieces.
Can I see the jewellery in person?
We have many stockists and one maybe near you, please refer to this page to check.
If you are in kerikeri, we can arrange for a meet-up in a local library or coffee shop.
Do you accept custom orders?
Yes we do. However we can only accommodate a limited number of request per month. Please visit this page to be added on the waiting list.
Placing An Order
What are the payment options?
We accept all major credit card and Paypal. We also accept bank deposits to our ASB bank account. Your orders will only be processed upon successful payment.
Will I be charged any taxes?
Prices listed include GST for all domestic orders.
For international orders, GST is not included, but you may be responsible for import taxes, sales taxes, and/or customs duties, which will be collected by your local authorities upon the parcel's arrival in your country.
Can I pay in installments?
Yes, you can choose Laybuy during checkout to pay in installments.
Why did I not receive confirmation email?
Please check your spam or bulk folder for the confirmation email.
Shipping and Delivery
How much is the shipping fee?
We offer free shipping for orders above minimum. Please refer to this page.
How soon can I get my order?
Each piece of jewelry is handmade, requiring 3-5 working days before it's ready for shipment.
After your order is picked up by the courier, delivery usually takes 1-2 business days within New Zealand and up to 2 weeks for international destinations.
If you need your order urgently, please contact us, and we'll do our best to accommodate your request.
Can I track my order?
Yes you can. You will receive an email with a tracking number/link once the parcel has been picked up by the courier.
Do you ship to my country?
We ship to Australia, Singapore, Japan, South Korea, US, Canada, UK and most European countries.
Others
How I care for my jewellery?
Please refer to this page for tips on taking care and cleaning your jewellery.
Can I exchange the jewellery for something else?
Yes, we offer full refund or exchange within 30 days (exclusions applies).
Buyer will shoulder return shipping fee. Please refer to this page for the terms.
I still need help, can you help me?
Of course, we are happy to help. You may email us at this link or drop us a message in our Facebook page.