Shipping policy

1. Processing Times

Orders are processed within 1–2 business days. You’ll receive a confirmation email once your order has been dispatched.

• Orders placed after 12pm on Fridays will be dispatched on Monday.

• We do not ship on weekends or public holidays.

2. Operating Hours

Our normal operating hours are 8am – 4pm, Monday to Friday. Emails and social media messages received outside of these hours will be responded to during the next business day.

3. Domestic Shipping (Aotearoa)

We ship nationwide across Aotearoa New Zealand using tracked courier services. Standard delivery takes 1–5 business days depending on your location. Rural deliveries may take longer.

 

4. Tracking

Tracking details will be automatically emailed once your order has been processed and dispatched.

5. Risk & Responsibility

Once your order has been handed to the courier, responsibility for delivery passes to the carrier. House of Ōwai is not liable for delays caused by the courier or circumstances beyond our control.

6. Damaged, Lost, or Missing Parcels

If your parcel arrives damaged or does not arrive within the expected timeframe, please contact us within 7 days. Proof of damage may be required in the form of clear photos or video before a replacement or refund can be processed. In some cases, you may also be required to lodge a claim directly with the delivery provider. We will assist you with this process where possible.

 

7. International Shipping

We currently do not offer international shipping.