Returns policy
While we hope that you're always delighted with your order, we understand that there are occasions you may want to return items. You may return most new, unopened items, with tags within 30 days of delivery for a full refund. We'll also pay the return shipping costs if the return is a result of our error (you received an incorrect or defective item, etc.).
If you need to return an item, please Contact Us with your order number and details about the product you would like to return. If your return is accepted, we’ll send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. Please package your goods securely. We are not responsible for the damage or loss of items being returned. We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. Once approved, you’ll be automatically refunded on your original payment method within 10 business days, however, in many cases you will receive a refund more quickly. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please Contact Us.
We reserve the right to refuse a returned product that is damaged by the recipient due to lack of care or disregard to the care instructions provided.
You can always Contact Us for any questions on returns. Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item so that we can evaluate the issue and make it right.
Please be aware, that general wear and tear of our products does not constitute a refund. Once a product has been purchased and leaves our premises, we have no control over the environment it is going into, and how it is being cared for, therefore we cannot accept any responsibility for any timber movement that may occur post-purchase. Where possible, if we are satisfied that all care instructions have been adhered to, we will replace or repair any goods deemed to be faulty if purchased within one month. If we are unable to do this, you will be refunded for your item.
Certain types of items cannot be returned, like custom products (such as special orders or personalized items), and personal care goods (such as soap). Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on outlet, sale items or gift cards.
If you decide to exchange an item, the fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
Shipping policy
- We can ship to virtually any address in New Zealand.
- Nationwide shipping including PO Boxes is charged out as per the address the item will be shipped to, the weight and measurements of the product.
- We are currently using NZ Post for shipping our products.
- You will be emailed an order confirmation after placing your order online.
- Orders received before 1pm daily, will be shipped within 2 business days.
- Custom made products will need additional time to create and there for shipping will be arranged and communicated between Mopane and customers or as otherwise stated as per the product description.
- You will be emailed shipping notifications with tracking details when your order is booked. Please allow up to 24 hours for tracking to become available.
- Packages are sent on a tracked, non-signature service. If you have special instructions for delivery including gate codes, where to leave your package. - please leave us notes in the order comments when checking out.
- We advise our customers to allow 3-5 business days for delivery and a few extra days if it is going on rural delivery service.
- Please note that delivery times are estimates only and we shall not be liable for failure to deliver on the estimated date. We do not accept responsibility for delays in delivery due to unforeseen circumstances (eg. strikes, weather events, global pandemics and natural disasters) or delays which result in Mopane not receiving deliveries from third parties on time or as a consequence of an incorrectly supplied delivery address.
- Please make sure the correct shipping details are provided at checkout. Mopane will not take responsibility for items shipped to wrongly provided shipping details.
- Due to our third-party delivery services closing during Christmas holiday season, Mopane will not be sending out parcels between 20 December and 3 January, unless otherwise stated on our advertisements.