"Customer Services" & "Terms and Conditions of Trade"

 

We only offer the very best New Zealand products, we  pride ourselves on the quality & reliability of our product & service.

All products offered in our store and on our website are made in New Zealand from 100% New Zealand sourced wool & natural materials.

"Customer Services" & "Terms and Conditions of Trade"

  • We do not offer refunds on items purchased in-store, please choose your purchase carefully

  • Shipping Restrictions

    We are not able to accept or ship "INTERNET ORDERS" to the following countries, we are also not able to ship "in-store PURCHASES" to the following countries:

    Russia
    countries located in eastern, central & west Africa
    Afghanistan      
    Syria
     
  • Delivery Schedule for INTERNET ORDERS and in-store PURCHASES 

    We undertakes to ensure that all deliveries are shipped as soon as possible after order placement and in-store purchase.

    Our "DELIVERY SCHEDULE" is as follows: (local time, NZST New Zealand Standard Time):

    "INTERNET ORDERS" and "in-store shipped PURCHASES" made after 1.00.pm (13:00) the previous day & before 1.00.pm (13:00) on the current day will be shipped on the current day

    except for

    "INTERNET ORDERS" and "in-store shipped PURCHASES" made after 1.00.pm (13:00) on Friday & before 1.00.pm on Monday will  be shipped on the Monday after 1.00.pm (13:00)

    If we are unable to ship within this times listed above we will contact the purchaser/customer by email providing full delivery details & confirmation.

    We feel it is important that all our customers know the status of their order, a "shipping confirmation email" is sent when an order is shipped to ensure the purchaser/customer is aware the order or purchases is on it's way. 

    All delivery times & shipping costs are displayed during "CHECKOUT"

    Order status can be check by clicking on the "Order Status" link on the "shipping confirmation email"
  • From time to time we offer "FREE SHIPPING" to various markets or "FREE SHIPPING" on various products, these offers will be displayed on the product page & at "CHECKOUT"

  • BESPOKE items generally of "non standard size" require extra production time. Extra production time for POSSUM THROWS can vary between 3 to 16 weeks with full payment made at time of placing the order. 

    We will confirm delivery times of BESPOKE items by email within 24 hours of your order being placed. Orders for BESPOKE items can not be canceled as the making of the item commences immediately. 

  • World Wide Product Guarantee

All products purchased online and in-store are covered by our World Wide Product Guarantee. If for any reason the purchaser or gift recipient is not fully satisfied with the purchase, please do not hesitate to email us, we will either exchange it, issue a credit or gift card or a refund for faulty goods that can not be replaced or repaired.

what happens when something goes WRONG?

1. Changing an INTERNET ORDER

Internet orders can be changed as long we receive an email from the purchaser within 2 hours of the order being placed.

We will do everything we can to accommodate order changes, however if the order has already been sent our Exchange, Returns or Refunds policies below will apply.

 2. Exchanges

Exchanges for another size or color can be made within 7 days of receipt of a order or shipped in-store purchase. All all items exchanges sent back for exchange must be in original condition and still have the original swing tag attached. 

We request the purchaser/recipient contacts us by email within 1 days of receipt of the order outlining full details of any exchange.

Exchanges must be sent to:

BUCKINGHAMS
21 Buckingham Street
Arrowtown 9302
NEW ZEALAND

"Exchanged Items" will not be shipped until we receive the "original item purchased".

The cost of shipping from back to the "purchaser/customer" must be paid by the "purchaser/customer" before any "exchanged Items" is shipped. 

As soon as the "original items" are received by us an email will be sent to the "purchaser/Customer" detailing shipping cost, the email will include a link to our "payment gateway"  allowing the "purchaser/Customer" to make payment.

PLEASE NOTE we are not liable for the cost of any "exchange items" received back when the cost of "return shipping" for the replacement items has not been paid. Under these circumstances NO REFUND will be made for the original items that are held by us.

3) Faulty goods

Faulty goods must be returned within 7 days of receipt of the order/shipped in-store purchased & still have the original swing tag attached.

We request the "purchaser/Customer" emails full details to us at the time they ship the items back to us.

Faulty goods must be sent to:

BUCKINGHAMS
21 Buckingham Street
Arrowtown 9302
NEW ZEALAND

We will immediately replace all faulty goods. If for some unforeseen reason we are unable to replace the goods as ordered we will immediately issue a refund to the purchasers credit card.

4) Returns

If for any reason the purchaser or gift recipient is not fully satisfied with the purchase, please do not hesitate to contact us. We are unable to accept returns of BESPOKE items.

Items 1, 2, & 3 above outline full terms and conditions for all returns

5) Refunds

We will undertake to make a refund to the purchasers credit card within the terms and condition listed above in items 1, 2, & 3 above. Refunds will only cover the price charged for the item or items. Shipping costs cannot be refunded. We are unable refund the cost and shipping of BESPOKE items.

Please be aware we are unable to offer refunds on all items purchased in-store, please choose your purchase carefully. This applies to all "carry out purchases" and all "in-store shipped" purchases.

Please note we are UNABLE to refund or accept the return of "SALE PRICED ITEMS". Please ensure you check your purchase of "SALE PRICED ITEMS" carefully.

Privacy 

We are committed to keeping all of our customer's personal information completely confidential. We will not rent, sell or give away to any third party a customer's name, address, email address or any other personal information unless asked to so do by the customer.

We do not see customer credit card numbers etc as part of the payment process. Not seeing or holding your credit card number reduces the chances of credit card fraud.

We pride ourselves on our total privacy policy.

  • Shipping costs

From time to time we offer "FREE SHIPPING" to various markets or "FREE SHIPPING" on various products. These offers will be display in the product page & at "CHECKOUT"

All SHIPPING costs are clearly shown on our "CHECKOUT" page. We make our money from selling product to our customers and not from over-charging shipping costs.

  • Insurance Cover 
All Internet Orders & ins-store shipped PURCHASES are covered by insurance against non delivery and damage in transit. 

If the order is not received within the expected delivery time please contact us. 

Insurance cost is included in the "SHIPPING" cost.

If the purchase qualified for "FREE SHIPPING" the purchase is still covered by insurance against non delivery and damage in transit. 

  • Pricing Policy

If our website is accessed in a country other than New Zealand all prices shown will be exclusive of all TAX & DUTY. 

If our website is accessed within New Zealand the price shown will include 15% New Zealand Goods and Service Tax (effective from 12th June 2025). If our website is accessed within New Zealand and a country other than New Zealand is selected at checkout the 15% New Zealand Goods and Service Tax will automatically be remove and will not be included in the overall cast of the order.

If our website is accessed in New Zealand up to and including 11 June 2025 and the order is being delivered to an address within New Zealand 15% Goods & Services TAX will be added to your purchases at CHECKOUT. .

No New Zealand Goods & Services tax is shown or charged when the delivery address is outside New Zealand.

All International deliveries are TAX FREE

  • payment types  

    online and in-store we accept all major Credit Card/Debit Cards including American Express

    in-store we also accept Union Pay
  • Currency

All online product prices on our website are will displayed in the currency of the country the purchaser is located i when accessing our website.

All Credit Card transaction will be in the currency of the country the purchaser is located in when accessing our website.

  • Customs/Duty & Local Tax Disclaimer 

All Internet Orders and in-store shipped PURCHASES shipped shipped to a country outside of New Zealand may be subject to import duties and/or taxes, which are levied once the shipment reaches the destination country. 

We ship all orders/purchases DDU which is "duties and taxes unpaid", we do not collect any local GST/VAT, duties, or taxes. PLEASE NOTE, we are not able to predict if any charges will be made. We do however collect New Zealand Goods and Service Tax  on all deliveries made within New Zealand.

If the purchaser does incur any of these additional charges they must be paid by the purchaser/recipient in order for the package to clear customs in the destination country.

Please be aware that we are not liable for "duties and taxes" that may need to be paid before the purchase clears customs in the destination country.

For more information regarding your country's custom policies, please contact the local customs office in the destination country.

The "purchaser/customer/recipient"  of the order is responsible for and must ensure that any "duties and taxes" charged are paid within the period requested by the customs office/tax office in the destination country.

PLEASE NOTE we are not liable for the cost of any "items" sent back by the "customs office/tax office" in the destination on account of "customs office/tax office" not being paid by the  "purchaser/customer/recipient". Under these circumstances NO REFUND will be made for items returned to us.

We are also not liable for the cost of return shipping of items sent back by "customs office/tax office".

We will contact the "purchaser/customer/recipient" by email detailing the return "shipping cost". The email will include a link to our "payment gateway"  allowing the "purchaser/customer/recipient" to allow them to make payment of the shipping cost back to them. The items will not be shipped until the full payment of return shipping cost has been made.

PLEASE NOTE we are not liable for the cost of any items held awaiting payment of return "shipping cost". No REFUND will be made for the items held by us.

On rare occasions the "customs office/tax office" in the destination country will destroy items when the payment of requested  "duties and taxes" has not been made by "purchaser/customer/recipient" within the request time-frame. PLEASE NOTE we are not liable for the cost of any items destroyed by the "customs office/tax office" when payment of "duties and taxes" has not been made. PLEASE NOTE no refund will be made for items destroyed on account of non payment of "duties and taxes".