FAQs

 

How do you process credit card payments?

Although it may look like you can only make a payment though PayPal, you can also easily make a normal credit card payment. Check out the lower right of the payment screen.

Our secure credit card facility is provided by PayPal. who are an independent, PCI DSS compliant payment processor who securely manage and process credit card payments for us. We do not see or store your credit card details at any point.

 

Can I only pay by credit card?

Send us an email if you would like to make a purchase via online banking and we can provide you with our bank account number.

 

Did my order go through?

A confirmation email is sent to your nominated email once the order has been successfully placed. If you did not receive this email, then it is possible that your order was not placed correctly, if you are unsure, please email us to check if we have received it. Please remember to check that the confirmation email hasn’t been delivered to your junk/spam mail box.

 

Do you have a shop that I can visit?

You can now find our our cards and prints at New Jewellery, 19 Lorne St, Auckland CBD, The wonderful Gus & Fannie  in Mairangi Bay, Rosewood Floristry in Te Aroha and  The George Street Collective in Palmerston North,  More stockists to come.

 

When will I get my order?

Orders are usually processed and packed within 3 business days. A confirmation email will be sent when your order has been dispatched. We do our best to keep all items in stock and ready to send, but if some other lucky bugger has just grabbed the last one we will have to make you another to order! These will be dispatched in 1 week - 10 days and you will be notified. Shipping can take up to 3 business days for NZ orders and 10 days for International orders. 

 

What currency do you use?

All prices on the site are in New Zealand Dollars.

 

What do you charge for shipping?

We charge a flat rate courier charge of $3.00 for cards (up to 10) $6.50 for prints on all NZ orders.  it is usually sent via New Zealand Couriers to your door. Items are usually shipped within 3 business days and require up to 3 business days for domestic delivery.

 

Shipping to Australia is $5.00 for cards and $10.00 for prints and is sent via New Zealand Post with an estimated delivery of up to 10 working days. No tracking available. Please contact us if you would like to upgrade to tracked shipping.

 

Shipping to the rest of the world is $8 for cards and $15.00 for prints and is sent via New Zealand Post with an estimated delivery of up to 10 working days. No tracking available. Please contact us if you would like to upgrade to tracked shipping.

 

How are the items packaged?

Our items are protectively wrapped in a sturdy postal tube or wrapped between sheets of cardboard so should arrive to you in excellent condition.

 

I have received my item, but it is faulty?

Apologies! Should an item be faulty, please contact us within 7 days of receiving the item by emailing info@hammerandtongscreative.com with your name, address, order number and details of the fault including a photo if possible. We will send you a pre-paid addressed courier pack to send the faulty item back to us. Please clearly state if you require a refund (excluding shipping charges) or a replacement. Often this means we can send out your replacement before you return the faulty item, which means the problem is solved faster. If the item purchased is out of stock or no longer available then you will be offered store credit or a full refund

 

I've changed my mind, what can I do?

Generally, we do not offer refunds if you have changed your mind, so please choose carefully. However, in some situations we can make an exception so get in touch and we can see what we can do. When returning an item the item is your responsibility until it reaches us, so be sure be get proof of posting. Shipping is not refundable on returns and if you choose to exchange your product an additional shipping charge will apply for the second shipment. 

 

Can I change my order before it is sent?

If we haven’t yet shipped the order then it may be possible to amend it. To change your order please email info@hammerandtongscreative.com giving us details of the amendment(s) you require. We will reply to your e-mail to confirm if the amendment has been possible.Unfortunately, if your order has been shipped it won’t be possible to amend it. 

Ester x

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© 2015  Hammer + Tongs Creative.