FAQ
Check out our Frequently Asked Questions below. If you still need help please contact us.
Shipping
What is your shipping policy?
We have a turnaround time of up to 7 business days before your order is shipped, due to the handmade and personalised nature of our products. This time frame may be reviewed on occasion, and will be kept updated at the top of the website.
Your order will be shipped with Pass the Parcel couriers. Shipping is priced at $6.99 for urban delivery and $9.99 for rural delivery. Please ensure you select the correct delivery method during checkout, or we will be unable to fulfil your order. If you are unsure which delivery method applies to you, feel free to contact us and we can help.
How long does shipping take?
We have a turnaround time of up to 7 business days before your order is scheduled for delivery.
Delivery usually occurs 1-3 days after your parcel has been collected. Delivery to rural areas may take an extra 24 hours. Delivery during this timeframe is not guaranteed, sometimes it may take longer, depending on courier capabilities and delays. You can track your delivery via your tracking email.
How do I track my order?
Your tracking details will be automatically emailed to you once your delivery has been booked, using your email address provided. Please contact us if you need additional help.
Do you offer local pickup?
We are based in South Christchurch. You are welcome to pick up your order to save on delivery fees. Simply select local pickup at checkout, and we will send you an email when your order is ready, and a pickup time can be scheduled.
Can I add delivery instructions?
Yes! Add delivery instructions in the box in your cart (before you reach checkout). We will pass these instructions along to the courier company.
Returns and Refunds
Do you offer returns?
As most of our products are made to order, we do not offer refunds for change of mind, so please ensure you are happy with your order before finalising your purchase.
If your order arrives damaged, or you are not happy with an item, please contact us as soon as possible at thecraftberrynz@gmail.com with your order number and photos of the damage, so that we can find a solution.
Products
Do you accept custom requests?
We cannot guarantee our ability to fulfil your custom request, however you are welcome to contact us with your ideas and requests and we can see if we can make it happen!
How long does it take to restock products?
If an item you're interested in is listed as out of stock, feel free to contact us as we may be able to move stock levels around to restock it. If the product is indeed sold out, we can give you an estimated restock time.