Shipping Information

Shipping prices on the Horoeka House online webstore and Trade Me  are currently only set to ship with New Zealand

For overseas shipping please contact our customer service department

For information on the following topics please click on the image link below

• Shipping information
• Shipping terms and conditions
• Delivery times
• Delivery costs
• Change of shipping address process and information
• Courier service providers
• Canceling your order
• Signature required parcels
• Free shipping terms and conditions
• Multiple delivery address information and procedure
• Missing parcel information and procedure

Shipping Information & Delivery Policies

Returns

All new non-clearance sale items unless otherwise stated at the time of the sale may be returned within 10 days of your receipt of them.

When returning an item please include a completed return form with your item

Please read the terms and conditions of our 10 Day Guarantee for more information about returning items.

Horoeka House Ltd Return Form Download

Parcels Or Items Damaged During Transit

• Please do not sign for, or accept any parcel that appears to be damaged during transit
• If your parcel arrives in a damaged condition or the items inside appears to have been damaged during transit, please report the damage within 24 hours of receiving your parcel to the courier company and inform us that you have received a damaged parcel
• You can either lodge a claim for the damage directly to the courier company or we can do this on your behalf
• Please be aware that the courier company may not refuse to accept a claim for damaged items if the damage is not reported as soon as you receive the parcel
• Courier companies may also refuse a claim for damage if they believe that the items inside the parcel have not been wrapped in enough protective packaging. Horoeka House endeavor to wrap all parcels we dispatch correctly, and we will take full responsibility for the damage of the item if the courier company refuse a claim due to poor packaging, and we will refund or replace your item
• Please take as many photographs of the damaged packaging, wrapping, and item as possible
• Horoeka House does not accept responsibility for parcels that are damaged by the courier company during transit, but we will work with you to help process a claim to the courier company
• It is advisable to let us know that you have received a damaged item as soon as possible so that we can reserve stock for a replacement if required

 Missing Parcels

99% of parcels are delivered on time without any problems, but occasionally delivery delays do occur, and parcels go missing.

If you think that your parcel has gone missing or you have not received your parcel please read the information below and contact us as soon as possible. The quicker a parcel is recorded as missing and an investigation is launched into its whereabouts, the greater the chance of finding the missing parcel is

• All the parcels dispatched by Horoeka House have tracking numbers which mean that their delivery location can be traced by the courier provider to the property the parcel is delivered to
• We will send you an email with the tracking number once your parcel has been processed through dispatch

• You can follow the delivery journey of your parcel by entering the tracking number of your parcel into the courier companies tracking search bar
• You can find out more information on the different courier companies we use and links to their websites on our Shipping Information page
• If your parcel does not arrive within the standard target time please check with the courier company your parcel was dispatched with. Do not leave it any longer than the target time as the longer a parcel is missing the less chance there is of recovering it
• Please be aware that no courier company absolutely guarantees their delivery time frames, they only promise in good faith to deliver within the time frame target that has been paid for, to the best of their ability, barring unforeseen circumstances, such as extreme weather conditions, mechanical failures or accidental human error
• Once a parcel is in the possession of the courier company Horoeka House has no control over its delivery process and the responsibility for the safe delivery of your parcel is the courier companies. Although we have no control over the courier company’s delivery of your parcel we can help you, by arranging for the courier company to launch an investigation into the location of your parcel, lodging a claim, or sending out a replacement or a refund of your item if necessary.
• If your parcel arrives in a damaged state or the items inside are damaged, please let us know within 24 hours of receiving your parcel so that a claim can be lodged for the damaged items with the courier company responsible. If possible report the damage to the courier company immediately
• Please be aware that if you have previously signed an ‘authority to leave’ form with New Zealand Post and or Courier Post, or the designated courier service that delivers your parcel, then the parcel delivery person will sign the parcel on your behalf and the signature required option becomes invalid. For more detailed information about Courier Post deliveries please see our shipping information page
• All the parcels dispatched by Horoeka House have tracking numbers which means that their delivery location can be traced by the courier provider to the property the parcel is delivered to. Once a parcel has been delivered to the correct address the responsibility for the safety of the parcel is no longer held by the courier service provider but belongs to the customer. In other words, if your parcel is stolen or goes missing from your delivery address after it has been delivered by the courier neither the courier service provider or Horoeka House can be held responsible
• If you were unavailable to sign for a signature required parcel when the delivery person called, then the parcel will be returned to the courier service providers depot. Courier providers will only attempt to deliver a parcel between 1-3 times before it is returned to Horoeka House. Most courier service providers but not all will leave a ‘card to call’ informing you that they were unable to deliver your parcel because they could not obtain a signature
• If you receive a ‘card to call’ then follow the instructions printed on the card and or ring the courier service provider to re-arrange the delivery at a time when the parcel can be signed for or a location that you can collect the parcel from. Be aware that re-delivery or changing the parcel delivery location may incur extra costs over and above what you already paid to Horoeka House, and that you will be responsible for paying those extra costs either directly to the courier service provider, or to Horoeka House Ltd
• If delivery of your order is unsuccessful and the product is returned to us, we will refund you for the cost of the item but not the delivery fee

Remember if there are any problems with your order please contact us as soon as possible so we can help sort it out.