frequently asked questions

 

SHIPPING, TRACKING AND DELIVERY

 

Has my order been shipped yet?

All online orders will be processed within standard business hours (Mon-Fri from 9am – 5:30pm), making sure your order is normally dispatched with 1-2 days. Please note, any orders received outside of these hours or during weekends and public holidays, will be processed the next working day, as no pickups or deliveries will be made by our courier services.

How do I track my order?

You will receive a shipping confirmation email with your order details and tracking number, as soon as your order is fulfilled by our team. This email will contain a link for you to access the courier company’s tracking website.

I haven’t received my tracking number?

If you typed your email correctly and your mailbox is not full, you should receive your shipping confirmation email from us. Also, make sure you check your Junk/Spam mailbox. If you haven’t received it within 2 days after placing your order, please email us at admin@stitchministry.co.nz and we will check it for you.

Can I arrange to collect my order from a store?

You sure can. If you would like to collect your order from our store at Milford Centre in Auckland - NZ, please email us at admin@stitchministry.co.nz before placing your order and we will happily organise it for you.

Can I cancel or amend my order?

We work hard to make sure we dispatch all online orders with 1-2 days. So if you notice a mistake or change your mind about any aspect of your order, please email us at admin@stitchministry.co.nz as soon as possible and we will do our best to assist you.

Can you deliver to a P.O. Box?

Unfortunately, our couriers can only deliver to a physical address, they cannot deliver to a PO BOX address.

How long does it take to deliver my parcel?

We aim to deliver your Stitch Ministry to you in 2- 5 working days in NZ, depending where you are located (rural delivery times will vary). For international deliveries, the shipping time will be dependent on the destination.

Do I need to sign for my delivery?

All parcels delivered to NZ require a signature upon delivery, except to rural deliveries or if you have given authority to leave – please in this case, we ask you to write a note when placing your order so we can advise the drivers upon pick up. This will then become your responsibility and we cannot be held responsible for lost or missing packages.

What should I do about any delivery issues or a missing package?

If you haven’t received your package within 7 days after your shipping confirmation email has been sent to you, please email us at admin@stitchministry.co.nz so we can contact our courier company and investigate it for you. Since all parcels delivered by them in NZ require a signature upon delivery, they must be able to provide us the name, location and the signature of the person who accepted your delivery. Unless you have specified you have given authority to leave the parcel, which in this case then it becomes your responsibility and either we or the courier company cannot be held responsible for lost or missing packages.

Do you ship internationally?

We do currently ship internationally. Our shipping costs will be calculated at checkout, depending on your location. For Australia, our shipping cost is NZD 10 and for the rest of world, our shipping cost is NZD 30.

Who pays for customs, duty and import levies?

For all international deliveries, customs or import duties may be charged when the order reaches its destination country. These must be paid by the recipient. We have no control over these charges and cannot predict what they may be. Customs policies and charges will vary from country to country. We would recommend contacting your local customs office for further information.