Delivery Information

Delivery Information


2017 Holiday Delivery Dates 
Please note we will be closed from December 22, 2017 to January 7, 2018.
To ensure we ship your orders before our closing date, we recommend your order is placed by 11.59 pm (NZT) December 20, 2017. 
Any orders placed between December 21, 2017 and January 7, 2018 will be dispatched on January 8, 2018. 

1. Where do we ship to?

All of our orders are shipped directly from our factory and warehouse in Whakatane, Bay of Plenty, New Zealand.

New Zealand orders

We ship to all addresses including rural locations in New Zealand. We do not ship to PO box addresses.

International orders

We currently can ship to most countries in the world. (*Exceptions in regards to honey orders are noted in the next section “Why can’t we ship honey to your country?”). We do not ship to PO box addresses. 

2. Why can’t we ship honey to your country?

Restricted countries/regions for honey imports

Customs and import regulations vary widely between countries. Some countries have special regulations specific to importing honey and other bee products. While we endeavour to be aware of different countries’ regulations with regard to importing bee products and keep the information current for your convenience, we cannot be responsible for regulatory changes that occur.

When you order products for delivery to an address outside New Zealand, you should acknowledge you have reviewed the contents of your order and acknowledge that it contains acceptable and approved items for import into the country of destination. You should also be solely and fully responsible for any associated risk of any items or package (or part thereof) being detained by customs for whatever reason, and acknowledge and agree that we will not be liable for orders unable to be delivered to their destination due to import regulations.

Therefore, we strongly recommend you to check with your countries customs officials before placing your order.

At this time, we are not permitted or are currently unable to send honey products to the following countries/regions:

West AustraliaSouth Africa
MexicoJapan
CyprusDominican Republic
EstoniaEthiopia
EgyptGhana
JordanKazakhstan
KenyaKuwait
KyrgystanLebanon
MyanmarNigeria
OmanPakistan
Papua New GuineaQatar
Turkmenistan
Tajikistan
Uzbekistan
Ukraine
Haiti

Regulated countries or regions

Currently we are aware of the following countries/regions that have special restrictions in regards to honey import.

Germany, Ireland, Spain and United Kingdom only permits 2kg of honey per order. Orders that contain greater than 2kg of honey will be split into multiple packages and shipping charges are adjusted accordingly. This restriction may also apply to other European countries. Please check with your countries Customs Office or other government body before placing any honey orders over 2kg to European countries.

3. How much does shipping cost?

New Zealand orders – standard rates for North Island and South Island with tracking ability.

North Island: NZD $ 3.00 
South Island: NZD $ 5.00 

FREE STANDARD SHIPPING FOR NZ ORDERS OVER $75

New Zealand orders including Kānuka Oil -  a shipping surcharge of NZD$5.50 will apply at checkout.

International orders - freight is charged by weight and destination.

We offer two shipping options for international orders.

  • International Air: a cost effective but untracked service shipping to over 200 destinations in the world.
  • International Courier: a quicker and tracked service with signature required on delivery; only available to 43 countries and regions.

You can estimate the delivery cost of your order and choose the preferred option by using our “Estimate Shipping & Taxes” on the Shopping Cart summary page.

4. When to expect your order

We try our best to dispatch your orders as soon as possible. It usually takes us between 1 to 3 working days to proceed and dispatch your order.

Occasionally a product you order may be out of stock. In this case, we will contact you promptly when the product is scheduled to be back in stock. If you are not satisfied with the timeframe, we may refund your order.

Delivery targets are a guide only and we do not guarantee that your order will be delivered within these delivery timeframes. Delivery to rural areas may take longer.

New Zealand Orders: Allow 1 to 3 working days from the date of dispatch.

International Orders: depending on which delivery option you choose to use, and the destination, the delivery timeframes will vary as shown in the below table.



Destination/

Zone

International Courier

(Tracked)

International Air

(Untracked)

Zone A – Australia

2 – 3 working days from the date of dispatch

Service available to all states in Australia except Western Australia

3 – 6 working days from the date of dispatch

Zone B – South Pacific

4 – 6 working days from the date of dispatch

Service available to Cook Islands, Samoa, Tonga, Vanuatu only

6 – 10 working days from the date of dispatch

Zone C – Asia

5 – 6 working days from the date of dispatch

Service available to China, Hong Kong, Macau, Malaysia, Philippines, South Korea, Singapore, Taiwan, Thailand and Vietnam only

6 – 10 working days from the date of dispatch

Zone D – North America, UK and Europe

5 – 6 working days from the date of dispatch

Service available to Austria, Belgium, Canada, Croatia, Czech Republic, Denmark, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Netherlands, Norway, Poland, Portugal, Romania, Slovenia, Spain, Sweden, Switzerland, UK and United States of America only

6 – 10 working days from the date of dispatch

Zone E – Rest of the world

5 – 6 working days from the date of dispatch

Service available to Brazil, Costa Rica, Ecuador, El Salvador, Uruguay only

6 – 10 working days from the date of dispatch

We ship all our international orders via New Zealand Post. You can expect that your item will usually arrive at its destination within the timeframe specified for each service. Because New Zealand Post does not directly control all parts of the delivery chain, we can’t guarantee that your item will always reach its destination within the delivery timeframe. Delivery to areas outside major cities, or where your item is dutiable or is held in Customs, may take longer.

5. Can you cancel your order?

You may cancel your order any time before it’s left our warehouse by contacting our Customer Services team via email customerservices@melora.co.nz. Once it’s left us, unfortunately, we won't be able to withdraw the shipment. Due to the bioactive natural products we sell and the strict biosecurity regulations in New Zealand, many of our products can not be returned to us from overseas. So we strongly suggest you be sure the products you are ordering are the products you want! 

Very occasionally, the product ordered might be out of stock, we will notify you as soon as possible after we become aware of this and provide a new (estimate) dispatch date. You will have the option either to wait until the item is available from stock or cancel your order. If you wish to cancel your order, please inform us before the new dispatch date. Once the order has left our warehouse, we are sorry we won't able to withdraw the shipment. 

6. Can you return a product?

We want you to be totally satisfied with your purchase. If you are not happy with your Melora purchase due to the following two cases, you may return the items for a full refund less shipping and handling costs or a replacement product free of charge.

  • Incorrect products were shipped

  • Products received were damaged

If you receive an incorrect item...

We have high standards when it comes to packaging your order. However mistakes do occur from time to time. Please accept our apologies if you have received an incorrect item. In such case, if the incorrect goods are unopened and in resalable condition, you may need to return the items to us so as to receive either a refund or replacement from us.

Please send us your request via our online Returns form or via email customerservices@melora.co.nz within one week after you receive your order. To help us choose the best and quickest course of action, please remember to include your order number, names of the incorrect products you received and where possible attach pictures of incorrect items as instant proof.

Our customer services team will then review your case and contact you as soon as possible directly to work out the best solution for you.

If you received a damaged item…

Although we take care to prevent any damage to your goods during transit it is possible that problems may arise. Please accept our apologies if you have received a damaged item.

When that happens, we recommend you to contact us immediately, no later than one week after the day you receive your order, via email customerservices@melora.co.nz. Please include your online order number, names and codes of the products that are faulty and attach any pictures you have of the damage in the email. A member of our customer services team will review the details and offer the best resolution to resolve your query.

7. What if your order is missing?

If you think your order is lost…

For untracked delivery (i.e., International Air), if your order doesn’t reach you within the expected delivery timeframe counting from the date we have emailed you confirmation of dispatch, please let us know as soon as possible.

For tracked delivery (All NZ orders & International Courier), you would have received a tracking number when you received dispatch notice via email which you can use online to track your order's delivery status. It is very unlikely that a tracked parcel doesn’t reach to the delivery address, so please ensure you fill in the correct delivery address at checkout. If your order’s delivery status stops updating online, we’re happy to help you check with the courier service provider.

8. Will we pay for any Customs charges for your order?

If your delivery address is within New Zealand...

No additional import duties and taxes will be charged to you, because all Melora orders are shipped from our warehouse in New Zealand.

If your delivery address is outside of New Zealand...

You may be subject to import duties and taxes and other customs charges, which may be levied once a delivery reaches your destination country. Any such additional charges must be borne by you. We are not liable to refund you such costs. In respect of all goods dispatched to you to an address outside of New Zealand, you should note that you are deemed to be the importer of the goods and must therefore comply with all the laws and regulations of the country into which the goods are being delivered. Customs policies and practices vary widely from country to country. We recommend that you contact your local Customs office for information.

If you refuse to accept your Melora orders that are taxed by your country’s Customs authorities and in the case the order is returned to us, we may refund you the value of the order less any postage costs incurred to us, only if the order is in resalable condition. Unfortunately, we can’t provide refunds on parcels that are detained or confiscated by your countries' Customs. We can only provide a refund until we have received the products back and confirmed it is in a saleable condition to resell.