Shipping policy

Shipping & Returns Policy

Last updated: NOVEMBER - 19 - 2025

SHIPPING POLICY

1. SHIPPING POLICY

1.1 PROCESSING TIME All orders are processed and dispatched within 3 business days. Please note that we do not ship on weekends or public holidays.

1.1a DOMESTIC SHIPPING(New Zealand) – CARRIER

We use NZ Post for all domestic orders. - Delivery Time: Most orders are delivered overnight. Rural addresses may take an extra 1–2 business days. - Tracking: Every domestic order is fully tracked. You will receive tracking details by email once dispatched.

1.2 INTERNATIONAL SHIPPING – CARRIER

We primarily use DHL Express (or another suitable international carrier at our discretion). - Delivery Times: We do not guarantee or warrant any specific international delivery times. - Customs, Duties & Taxes: You are solely responsible for all import duties, taxes, VAT, clearance fees or any other charges imposed by your country. These are not included in the purchase price or shipping cost and are entirely your responsibility.

1.3 CARRIER-RELATED LIABILITY & SHIPPING GUARANTEES

Once your order is handed to the carrier (NZ Post, DHL, FedEx, UPS, etc.), we are not liable for any loss, damage or delay that occurs in transit, including (but not limited to) weather events, customs delays, strikes or carrier error.

WE DO NOT GUARANTEE ANY DELIVERY DATES OR TIMES

1.4 HEAT-SENSITIVE PRODUCTS (Chocolate & Perishables)

We pack heat-sensitive items with care (ice packs and insulated packaging where appropriate), but we are not responsible for melting or heat damage that occurs after the parcel leaves our facility. Customers shipping to hot climates or during summer months are strongly recommended to: Choose express shipping and provide an address where someone can receive the parcel immediately (work address, etc.).

2. ORDER STATUS & QUERIES

You will receive a dispatch confirmation email with tracking. - Tracking can take up to 48 hours to update. - For significantly delayed orders, contact info@wayneraven.com with your order number.

3. RETURNS, REFUNDS & CANCELLATIONS (Chocolate & Perishable Products)

3.1 CHANGE OF MIND / NO RETURNS POLICY

Due to the perishable and food-grade nature of our products, we do not accept returns or offer refunds or exchanges for change of mind, incorrect selection, or any reason other than a major fault that breaches the Consumer Guarantees Act 1993 (NZ).

3.2 ORDER CANCELLATION

Orders can only be cancelled before they have been fulfilled and dispatched. Once dispatched, cancellation is not possible.

3.3 FAULTY OR DAMAGED PRODUCTS

We stand behind our products. If your order arrives faulty or damaged in a way that is our fault (not transit-related), we will remedy it accordingly in a case-by-case basis.

TO MAKE A CLAIM

1. Email info@wayneraven.com within 48 hours of delivery. 2. Include your order number and clear photos of the product and packaging. 3. The product must remain unopened and untampered with or eaten (partially consumed items are not eligible).

We will review every claim on a case-by-case basis and, at our sole discretion, may offer a refund, replacement or store credit. Transit damage or heat-related issues are generally not considered our fault (see 1.3 and 1.4 above).

3.4 INTERNATIONAL ORDERS

As stated in 1.2, international purchases are final and non-refundable once dispatched.

As stated in 3.1 CHANGE OF MIND / NO RETURNS POLICY

Due to the perishable and food-grade nature of our products, we do not accept returns or offer refunds or exchanges for change of mind, incorrect selection, or any reason other than a major fault.

As stated in 3.3 We stand behind our products. If your order arrives faulty or damaged in a way that is our fault (not transit-related), we will remedy it accordingly in a case by case basis.

3.5 GENERAL LIMITATION

Our total liability for any claim shall not exceed the purchase price of the item(s) in question. We are not liable for any consequential, indirect or special damages.

Wayne Raven reserves the right to amend this policy at any time. The version displayed on the website at the time of purchase applies.