FREQUENTLY ASKED QUESTIONS
WHAT ARE YOUR HOURS OF BUSINESS?
We operate from 9am to 5pm Monday to Friday, New Zealand time (GMT+12). Orders received after 5pm on Friday will be processed on the following Monday morning.
I’M HAVING PROBLEMS WITH PLACING MY ORDER. WHAT CAN I DO?
Please send a message to: info@coconutlands.com – we’ll get on to it straight away!
WHERE ARE YOU LOCATED?
We’re based in Wellington, New Zealand.
DO YOU SHIP TO COUNTRIES OUTSIDE NEW ZEALAND?
Yes, we ship to the US, Canada and Australia. See our shipping policy for further information.
NEW ZEALAND – THAT’S A LONG WAY FROM ANYWHERE! WILL IT TAKE A LONG TIME TO DELIVER MY ORDER?
It’s true that we’re on the other side of the world from many of our customers! If our makers, who are located in different countries, had to send goods to us and we then had to send them to those customers, this could take a very long time. That’s why we have arrangements with many of our makers to send goods directly to our customers rather than have to send them to us first.
Our makers are located in the USA, Latvia, Mexico, China, New Zealand and Australia.
Depending on where you live, what you’ve ordered and where our maker is located, it could take up to 30 days to deliver your item. Further information is given within individual product descriptions.
Under the current pandemic situation, delivery times are extended and cannot be guaranteed.
DO YOU OFFER EXPRESS DELIVERY SERVICES FOR URGENT ORDERS?
Yes, for some products. Please see individual product information.
WHAT CURRENCY WILL I BE CHARGED IN?
Our store currency is New Zealand dollars and you will be charged in this currency. If this is not your home currency, your bank or credit card company may charge you a small fee for currency conversion.
DO YOU ACCEPT PAYMENT VIA PAYPAL?
We regret that we are unable to accept PayPal payments.
WHAT IS YOUR RETURNS POLICY?
Here is the link to our shipping policy which also covers refunds and returns.
HOW MUCH DOES SHIPPING COST?
Standard shipping is included in our prices. See our shipping policy for further information about shipping.
WILL I HAVE TO PAY CUSTOMS DUTY, OR GOODS AND SERVICES TAX?
Possibly, depending on where you live and the laws of your country. It is worth checking the web pages of your country’s customs service to determine whether you are likely to be charged, and how much.
Here are the relevant government web pages for the countries in which many of our customers live:
US Customs and Border Protection
IS MY PERSONAL INFORMATION SAFE?
Absolutely. We take the security of your personal data very seriously. We comply with NZ privacy law and, for customers in the EU, we are GDPR-compliant (General Data Protection Regulation). We never sell mailing lists or pass your information to other companies. Here is the link to our privacy policy.
Please contact us if you need to know what information we hold about you, or you need to correct it (for example if your address or phone number changes).
DO YOU ACCEPT GUEST POSTS ON YOUR BLOG?
Yes! We’re happy to accept guest posts which fit our criteria, values and vibe. We’re particularly keen to feature posts from travellers with personal challenges – such as wheelchair users, unsighted or partially-sighted travellers – as we want to know what it’s like for you. Please see our guest posts page for details.
WOULD YOU SELL OUR PRODUCTS ON YOUR STORE?
Possibly, if you are able to fulfil our criteria and requirements. We only work with long-established commercial businesses and artisan makers with a verifiable record of success and trust, who are able to accommodate our business model. We’re particularly keen to work with more New Zealand suppliers.
HOW DO I MAKE A COMPLAINT?
We are an ethical company and our aim is to provide excellent service to our customers. If at any time you are not happy with our service, please write to carole@coconutlands.com or to the address given on our Contact us page. We promise to deal with your problem sympathetically, speedily and confidentially, and we will work with you to achieve a resolution that satisfies you.
GOT ANOTHER QUESTION?
We’ll be happy to help! Email us at info@coconutlands.com or complete the form on our Contact us page.