SHIPPING, DELIVERY & DAMAGE POLICY

1. Packing Care

We take great care when preparing all orders. Items are wrapped securely using bubble wrap and protective materials to minimise any risk of damage in transit.

Most packages are photographed before dispatch for quality assurance.

2. When we arrange delivery (seller-booked courier)

Under the Consumer Guarantees Act (CGA), items must arrive in acceptable condition.

If an item arrives damaged:

• Contact us within 48 hours with photos of the product and packaging.
• We will provide a replacement or refund depending on availability.
• We will handle any applicable claim with the courier company.

3. When you arrange delivery (customer-booked courier)

If you book your own courier or use a third-party pickup service, we are not responsible for any loss, damage, or delays once the item has left our premises.

Any claims must be made directly with your chosen courier.

4. Optional Insured Shipping

Standard courier services often do not insure fragile items.

If you would like additional insurance, please let us know before payment so we can provide a quote.

5. Pickup Option

Orders can be collected from our home-based shop in Blockhouse Bay, Auckland, by appointment.

TERMS & CONDITIONS

1. General

Garden Friends provides handmade garden ornaments and décor. By purchasing from us, you agree to the following terms.

2. Payment

All orders must be paid in full before production or shipping.

We accept bank transfer, cash on pickup, and card payments (if enabled on the website).

3. Product Variations

All items are handmade. Slight variations in colour, texture, size, and finish are normal and part of the handmade process.

4. Shipping

Full details are outlined in our Shipping Policy.

We ship nationwide via our trusted courier partners.

5. Risk & Responsibility

• When we arrange shipping, items are covered under the CGA until they arrive safely.
• When you arrange your own courier, risk transfers to you once the item is collected.

6. Custom Orders

Custom work must be paid in advance and cannot be cancelled once production has started.

7. Liability

We are not liable for delays caused by courier services, weather, holidays, or events outside our control.

8. Privacy

We respect your privacy. Customer information is used only for fulfilling orders and is never shared with third parties (except couriers for delivery).

RETURNS & REFUNDS POLICY

We want every customer to be happy with their purchase. Our returns policy aligns with the Consumer Guarantees Act (CGA) of New Zealand.

1. Damaged on Arrival (when we arrange shipping)

If your item arrives damaged:

• Contact us within 48 hours
• Provide photos of the damaged item and packaging
• We will arrange a replacement or refund, and manage the courier claim.

2. Change of Mind

Because our products are handmade, small-batch, or made-to-order, we generally do not accept change-of-mind returns.

However, please contact us — we may offer a solution depending on the item.

3. Custom Orders

Custom, personalised, or made-to-order items cannot be returned or refunded, unless they arrive damaged or faulty.

4. Incorrect Item Received

If you receive an incorrect item, notify us within 48 hours and we will replace it at no cost.

5. Returning Items

If a return is approved:

• Items must be returned in original condition
• We will cover return shipping if the product was faulty
• The customer covers shipping for non-fault returns (if accepted)

WARRANTY INFORMATION

1. Materials

Our ornaments are made from durable materials suitable for outdoor use.

2. Weathering

Exposure to sun, rain, and environmental conditions will naturally age concrete and paint over time.

This is normal and not considered a fault.

3. Care Recommendations

• Place ornaments on stable surfaces
• Avoid dropping or knocking items
• Avoid submerging painted items in water
• Apply clear outdoor sealant annually for extra protection (optional)

4. Warranty Coverage

Our items are covered under the Consumer Guarantees Act:

• If a product has a manufacturing defect, we will repair, replace, or refund.
• Damage due to misuse, accidents, or weather exposure is not covered.

FREQUENTLY ASKED QUESTIONS (FAQ)

Q: How long does shipping take?

North Island: 1–4 working days

South Island: 2–5 working days

Rural areas may take longer.

Q: Do you offer pickup?

Yes! Pickup is available in Blockhouse Bay, Auckland by appointment.

Q: Are your items handmade?

Yes, all pieces are handmade, so each one is slightly unique.

Q: Do you do custom colours or designs?

Yes — please message us to discuss your idea.

Q: What if my item arrives damaged?

If we arranged the courier, we will replace/refund.

If you booked your own courier, you'll need to claim with them directly.

Q: How long do custom orders take?

Usually 2–4 weeks depending on the item.