Store Policies and Shipping Info
Heavenly Nature strives to use re-cycled paper, packing foam pieces and boxes. We have developed relationships with local vendors to re-use their packaging supplies. Please try to continue this cycle by reusing your boxes and packing foam.
Delivery times and methods
Shipping: We will process your order and payment right away. We deliver nationwide including rural addresses. The parcel normally takes 2 to 3 working days to arrive, but depending where you are it may take up to 7 working days to arrive.
Damaged or Missing Orders: We always check and pack our products very carefully, but if your item is damaged during courier transit, please take a photo of the damaged item and package, and email us within one week of receiving the item. Depending on the situation we may need you to send the damaged item back to us for courier insurance inspection. We will then file a claim between ourselves, you and the courier company to help you get a refund or replacement. Please note: the shipping costs will not be refunded.
BE SURE TO DOUBLE CHECK YOUR ADDRESS! If a package is sent out to an incorrect address, and it is returned to us, you are responsible for the reshipping costs.
The shipping prices are below:
Nationwide Courier (No PO Box): $8.00
Consumer Guarantee Act
All purchases from this site within New Zealand are covered by the New Zealand Consumer Guarantees Act 1993 which guarantees that any goods purchased for personal use may be returned (if they are faulty) for repair, replacement or refund of purchase price within a reasonable period of time as defined by Act. We will offer you a replacement, refund or credit – whichever you prefer.
We are happy to ship packages internationally. The orders are usually shipped within 24 hours. You should allow 2-3 weeks of delivery time for international orders. If your order is placed on a weekend or on a public holiday, we will process your order on the next business day.
We use NZ Post International Airfreight for international orders. All shipping rates are determined by the weight and the size of your package - which is automatically quoted by our online shopping cart. Simply place your items in your shopping cart and enter your shipping information, choosing the destination country. The shipping quote does not include any import or duty fees, you are responsible for those additional fees (which vary from country to country). If you do not pick up your package for any reason and it is returned to Heavenly Nature we will refund you after deducting the return shipping charges and 15% restock fee.
International Economy by NZ Post: This service takes 10-25 working days for delivery. In most cases this service is insured with standard compensation for loss or damage up to NZ$250 with additional cover to NZ$1,500 is available for NZ$10. Any Duty, Tax, or Brokerage fees related to this order is the responsibility of the recipient. Heavenly Nature does not know what the duties/taxes are in your area, and we do not know if there will be brokerage fees. NZ Post often does not have brokerage fees, but this is not a guarantee.
Shipping Restrictions: It is your responsibility to be aware of the specific import restrictions for your country. If your package is refused or destroyed due to customs rules, Heavenly Nature will not be able to refund your order or offer a replacement at no charge.
Cancellations, returns and/or refunds policies
Because of our dedication to fast turnaround times, cancellations, as well as additions and changes to orders can only be accepted up to one hour after your order has been placed. If your order has already been packed for shipment we will gladly assist you in placing a new separate order for the additional items. Orders that are cancelled after packing for any reason are subject to a 15% restocking fee.
Returns are accepted within 7 days after you have received the item. We cannot accept returns on any liquids for any reason. We will accept returns on the following products that have not been used and are in saleable condition: soaps, massage bars, lip balms, bath bombs. We will issue a credit to use on a future order for the sale price of the items, less a 15% restocking fee. Please email us at firstname.lastname@example.org if you would like to return an item and we will help you!
Warranties, guarantees, returns or after-sales service does not apply to overseas purchased.
Out of Stock Items
We do not create back-orders for out of stock items. While we strive to keep all of our items in stock at all times, we do occasionally run out. We will put these out-of-stock items up on the web site as soon as possible. However, if you place an order and an item is out of stock on the order, we will delete the out-of-stock item and process your order like normal. You will be notified in writing regarding the out of stock item. We apologize in advance for any inconvenience that this may cause you.
If you prefer to have us hold back your order and contact you in the event of an out of stock item please place a note in the comment section of your order and we will happily break our policy for you! Please note that this can delay the shipment of your order by one or two days.
The team at Heavenly Nature takes information privacy very seriously.
Your email address, other contact details or personal information will NEVER be passed on to any third party without your prior permission.
If you have any concerns or questions relating to Heavenly Nature and privacy of your information, please email us at email@example.com