Shipping & Returns
Shipping Policies
**Christmas cut-off dates - Domestic-18th December 2024 / Australia-2nd December 2024 / Rest of the world-25th November 2024**
Shipping will be paid for by the buyer in the amount agreed upon by The Remarkable Sweet Shop Ltd. at the time of purchase. If an item is lost during shipping (domestically), the total cost of item, including shipping, will be refunded to the buyer by The Remarkable Sweet Shop Ltd. Shipping costs may increase if shipping internationally. If an item is damaged during shipping, The Remarkable Sweet Shop Ltd. will not be held responsible. International shipping of bottles or cans are not allowed.
Shipping Charges
| Within New Zeland | International Shipping |
|
FREIGHT $7.95 RURAL DELIVERY $11.95 FREE FREIGHT PURCHASES OVER $100 (does not apply to rural deliveries) |
Air Mail: Calculated when ordering |
Within NZ:
All domestic orders are handled by CourierPost New Zealand. Please allow up to three days for processing of orders, an extra day for orders submitted on Saturday and Sunday, and an additional two business days for delivery of goods. Orders placed after 12:00pm NZST will begin being processed the next business day. Goods do not require a signature for delivery.
Outside NZ:
All International orders are shipped with NZ Post. Please allow up to three days for processing of orders, an extra day for orders submitted on Saturday and Sunday, and an additional three to ten business days for delivery of goods. Orders placed after 12:00pm NZST will begin being processed the next business day. Parcel tracking is NOT offered by NZ Post on International Shipping.
Below is a list of countries we currently ship to:
|
Argentina |
Guatemala |
Poland |
If your country is not listed, please contact us via email (websales@rss.co.nz)
Unfortunately, we are unable to ship our goods to the USA, Canada, Mexico and other North American Countries.
Sales Taxes
We are required to automatically charge and withhold the applicable GST for orders to be delivered to addresses within New Zealand. Each customer shall be solely responsible for all sales taxes, or other taxes, on orders shipped to any other state or country.
RSS REFUND & REPLACEMENT POLICY
Thank you for shopping with us! We strive to provide the best quality confectionery products and an enjoyable shopping experience. However, we understand that sometimes issues may arise. Please review our refund policy below:
Eligibility:
Refunds are considered under the following conditions:
- Damaged or Defective Products: If the product arrives damaged, defective, or not in a consumable condition due to shipping issues, we will issue a refund or replacement.
- Please provide your order number and a clear photo of the damaged product and the packaging within 24 hours of receipt.
- Incorrect Order: If you receive an item that is different from what you ordered, we will replace it or offer a refund.
- Please contact us within 3 days of receiving your order with your order number and a photo of the received item.
- Quality Concerns: If there is an issue with the quality of the product that makes it unsuitable for consumption, we may issue a refund/replacement upon investigation.
- Provide your order number and a detailed description and photos of the concern within 3 days of receiving the product.
Non-Refundable Items
Due to the perishable nature of confectionery items, the following are not eligible for refunds:
- Products that have been opened and partially consumed (unless there is a verified quality issue).
- Change of mind or personal taste preferences.
- Orders reported beyond the stated timelines.
Process for Requesting a Refund
To initiate a refund request, please follow these steps:
- Contact our customer service team at websales@rss.co.nz with the subject line "Refund Request" and include:
- Your order number.
- A description of the issue.
- Photos of the product and packaging, if applicable.
- Once your request is received and reviewed, we will respond within 3 business days to confirm eligibility and outline the next steps.
- If approved, refunds will be processed to your original payment method within 5-7 business days.
Additional Information
- For orders eligible for replacement, shipping costs for sending the replacement will be covered by us.
- In cases where the order was incorrectly addressed due to customer error, we may not issue a refund, but we will work with you to arrange a replacement (additional shipping charges may apply).
Contact Us
If you have any questions about our refund policy or your order, please reach out to us at websales@rss.co.nz or call us at +64 3 409 8656 during business hours.
We appreciate your understanding and are committed to ensuring your satisfaction.