Shipping & Returns

 

UPDATE: Following the Kaikoura earthquake roads were severely damaged - we now have road access South to Christchurch and have courier services running again. Couriers pickups are currently 2 to 3 times a week at present so there could still be a small delay in receiving your order.

Shipping Policy

For customers outside of New Zealand, all taxes, duties and Customs issues that arise are the customers full responsibility.
Delivery For New Zealand Orders

We use Fastway Couriers for deliveries within New Zealand. Please supply a physical address and not a post box for your shipping address as Fastway Couriers policy is no courier deliveries to postal boxes.
Shipping for International Orders

We have two options to choose from:
- International Express (Usually 1 week delivery most countries)
- International Air (Usually 1- 2 weeks most countries) Track and Trace is available for select countries only.

Supply of Product

Southern Paua holds good stock of all products that are manufactured by us. We endeavour to maintain sufficient stock levels of third-party items so that orders are ready for dispatch within 2-3 days of receiving your order. However, if we have insufficient stock of any of your selected products we can generally have replacement stock available within 2-5 days. We will let you know of any such a delay and provide you with the estimated time for obtaining the product or the option of cancelling or choosing an alternative product.
We always make our best endeavours to pack and send your order so it will arrive to you within reasonable time and in good condition. We use reputable carriers who all have their individual delivery methods. At times, delays, loss or damage can occur with deliveries which are outside our control.

Cancellation and Returns Policy

If you wish to cancel your order:
you can notify us by email to southernpaua@xtra.co.nz before we have dispatched the goods to you;
where goods have already been dispatched to you, by returning goods to us in accordance with below.
You can return goods you have ordered from us for any reason at any time within 14 days of receipt for a full refund or exchange. The costs of returning goods to us shall be borne by you.
If you receive product that is damaged please keep all the packaging and contact us immediately, we will advise our procedures for return and replacement.

Shell items are products of Nature - so it is important to realise each individual product is unique in its colour, texture and size. We try to meet the requirements of each of our customers and supply a consistent standard of product. However, if you are not satisfied with what you have received, please contact us on receipt of your order and we will discuss options with you for return and replacement.

Upon receipt of the goods we will give you a full refund of the amount paid or an exchange credit as required.
The rights to return the goods to us as referred to in clause 4.3 will not apply in the following circumstances : in the event that the product has been used, to any products that we have made or customized specifically for you.
The provisions of this clause do not affect your statutory rights.