Shipping policy
Shipping & Delivery Policy
Order processing
Orders are prepared and packed with care by Toi Rarau.
As many of the artworks and taonga available through Toi Rarau are original, handmade or one-off pieces, we take care to ensure items are appropriately packaged for transport.
Once your order has been dispatched, you’ll receive an update where tracking or delivery information is available.
Shipping within New Zealand
Shipping costs and available delivery options will be shown at checkout where applicable.
Delivery timeframes are estimates and may vary depending on your location, the size or nature of the item, and the delivery provider.
Some larger, fragile or particularly valuable artworks or taonga may require a different delivery arrangement. Where this applies, it will be stated on the product page or we will contact you to arrange suitable delivery.
Local delivery
Local delivery may be available for eligible orders and locations.
If local delivery is available for your order, the option and any applicable cost will be shown at checkout. We’ll provide updates as your order is prepared and delivered.
Please ensure the delivery address and contact details provided with your order are correct.
Click & collect
Collection may be available for eligible orders from Toi Rarau.
We’ll let you know when your order is ready to collect. Please wait until you receive your ready for pickup notification before coming to collect your order.
Collection details and instructions will be provided with your order.
International shipping
Where international shipping is available, delivery costs and options will be shown at checkout or confirmed with you before your order is completed.
International orders may be subject to customs duties, taxes, import charges or other fees imposed by the destination country. Unless otherwise stated, these charges are the responsibility of the recipient.
International delivery timeframes may also be affected by customs processing and other circumstances outside our reasonable control.
Damaged items
Please inspect your order when it arrives.
If an artwork or taonga arrives damaged, please contact Toi Rarau as soon as possible. Where possible, please keep the original packaging and provide photographs of:
- the damaged item;
- the packaging; and
- any visible damage to the parcel.
This information helps us assess what has happened and, where appropriate, raise the matter with the delivery provider.
Where Toi Rarau has arranged delivery, we will work with you to resolve goods that are lost or damaged in transit. Any claim we may make against the courier or delivery provider is a matter for Toi Rarau and does not remove your rights as our customer.
Delayed or missing deliveries
Delivery dates and timeframes are estimates unless we have expressly agreed otherwise.
If your order has not arrived within the expected timeframe, please contact us and we’ll help investigate the delivery.
Delays can occasionally occur because of courier networks, weather, customs or other circumstances outside our reasonable control. Nothing in this policy limits any rights you have under applicable New Zealand consumer law.
Incorrect delivery information
Please check your delivery details carefully when placing your order.
If you notice an error, contact us as soon as possible. We’ll do our best to update the details before dispatch, but we cannot guarantee changes can be made once an order has entered the delivery network.
Additional delivery costs resulting from incorrect information supplied with an order may be payable by the customer where permitted by law.
Returns
Shipping an item back to Toi Rarau is covered by our Returns & Refunds Policy, including who is responsible for return shipping costs.
Consumer rights
Nothing in this Shipping & Delivery Policy excludes, restricts or modifies any rights or remedies you may have under the Consumer Guarantees Act 1993, Fair Trading Act 1986, or other applicable New Zealand law.
Contact us
For questions about shipping, delivery or collection, please contact:
Toi Rarau
kiaora@toirarau.co.nz