Orders, Shipping, Returns & Refunds
What you need to know
Clarke Craft Supplies will make every effort to ensure you have a pleasant shopping experience with us. Every order will be checked before dispatch, but we may sometimes get it wrong.
If we do get it wrong, please contact us within 24 hours of receipt of your items and we will do our best to make it right.
If you wish to place a large order, please contact us to discuss pricing, manufacture lead time and shipping options.
MANUFACTURE & DISPATCH
Dispatch of your items can take anywhere from 1 - 5 Business Days depending on whether the item is in stock.
Be aware that bulk / custom orders may fall outside of this timeframe and approximate timelines will be provided at time of ordering.
If certain materials are out of stock we will contact you with options so we can get your products to you as soon as possible.
We do try to keep our website as up to date as possible with regards to what is in stock but sometimes things can fall through the cracks, we are only human after-all.
Please note that these time frames are only a guideline and can vary slightly. We will do our best to meet them but this is not always within our control.
Our order processing times are clearly advertised and can vary throughout the year depending on demand, please make sure you have allowed adequate time before placing your order. We may be able to offer an expedited service, but this will be on a case-by-case basis and may be subject to additional fees.
All our parcels are sent with NZ Post / Courier Post and the delivery method is chosen by you at checkout.
A tracking number will be sent to you as soon as your items have been dispatched.
Below are the usual delivery time frames
North Island: 1-3 working days - estimate only
South Island: 2-5 working days - estimate only
Rural Delivery: Please allow an additional 1-3 working days for delivery on top of the above time frames
Please understand that sometimes there are shipment delays outside of our control and we can’t be held responsible for these.
If you require URGENT delivery, please contact us on 027 2780551 email@example.com
At this stage parcels are to have a single delivery address, if there are multiple shipping addresses, orders will have to be placed individually.
We are unable to deliver to PO Box addresses, can’t take responsibility for incorrect addresses and are unable to redirect a parcel once it has been shipped.
All orders returned to us due to incorrect addresses, addresses without safe access, failure to collect from NZ Post Shop or failure to contact the courier after a delivery attempt, will incur a re-shipment fee.
Collections available from 10am - 3pm Monday - Friday.
Collections outside of these hours is by prior arrangement.
We don't currently offer international shipping as a standard yet, but if you would like something shipped outside of New Zealand, please contact us and we can arrange something.
CANCELLATION OF AN ORDER
If you wish to cancel an order, this will be done at our discretion, please contact us as soon as possible.
Orders that have already been made or shipped can’t be cancelled.
All cancelled orders are subject to a 5% cancellation fee to cover Administration, Banking & Credit Card Fees that are all non-refundable. This fee will automatically be deducted from your refund. This may not apply if we cannot supply the product for any reason.
REFUNDS & RETURNS
If you do wish to request a refund, please do so within 30 days of receipt of your parcel as refunds after this date will not be possible. This will be reviewed and granted at our discretion.
No refunds will be offered for customised orders or sale items.
我们不提供参考unds for change of mind so chose your items carefully. You may only be offered a gift credit to the value of the original purchase (excluding non-refundable shipping fees)
Return shipping is to be paid by the purchaser.
If you are returning an item over the value of $75 please consider trackable shipping as we can’t guarantee we will receive your returned item.
The original shipping fees are non-refundable and will automatically be deducted from your refund.
In order to be eligible for a refund, products need to be in unused condition and still in their original packaging.
DEFECTIVE GOODS & DAMAGED PARCELS
We would never intentionally send our customers a defective product, nor send them an incorrect quantity. If this does happen to be the case, please contact us within 7 days of receipt of your parcel and we can discuss the best way forward. We will usually arrange for a replacement to be sent within a reasonable time frame.
If a parcel arrives damaged, please contact us within 48 hours of delivery so we can discuss the best way forward. We will arrange a claim on your behalf with the courier.
We require the following in order for the claim to be submitted:
Proof of order / payment
Please do no dispose of the original packaging as this will need to be provided in order to submit a claim.
If a replacement item is required urgently and we are in the process of claiming for an item damaged in transit, a new order will need to be placed and paid for.
Once the claim has been assessed and it is deemed successful the original order will be refunded.
A 5% transaction fee may be deducted from your refund to cover non-refundable banking / credit card fees. This will be determined on a case-by-case basis.