Shipping & Returns

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:

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 – Flat Rate of $6.00 for all deliveries within NZ. FREE on orders over $20.

International orders - shipping is charged by weight and destination and will be calculated at checkout.

We use New Zealand Post International Courier service, a quick and tracked service with signature required on delivery.

4. When to expect your order

Delays in shipping can be expected at this time

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.

We ship all our orders via New Zealand Post. Estimated arrival times are based on usual service however New Zealand Post does not directly control all legs of international orders so we cannot guarantee that your package will always reach destination within above delivery timeframes. Delivery to areas outside major cities, or where your item is held in Customs or dutiable, may take longer.

5. Can you cancel your order?

You may cancel your order any time before it’s left our warehouse by contacting Customer Services orders@melora.co.nz.

Once it has left our warehouse we are unable to cancel.

Due to strict biosecurity regulations in New Zealand many of our products cannot be returned to us from overseas. We strongly recommend you are sure the products ordered are the products you want. 

Very occasionally, items might be out of stock, we will notify you via email and provide a new estimated dispatch date. You will have the option to either agree to new dispatch date or cancel and receive a full refund on your order.

6. Can you return a product?

We want you to be totally satisfied with your Melora purchase. If either of the following two cases apply, you may return the items for a full refund less shipping and handling costs or a replacement product free of charge. You can file Returns here or send an email within one week of receipt of goods to orders@melora.co.nz.  Our customer services team will be in contact to provide a solution.

If you receive an incorrect item...

We have good processes in place for packing your order. However mistakes can occur. If you have received an incorrect item keep sealed and notify us so we can correct this mistake with either a replacement or a refund. We will organise return of the goods if necessary.

Products were damaged in transit…

Occasionally products are damaged in transit.  Please notify us via email within one week of receipt of goods.  Be sure to include name, order number, and clear photos of the damaged product preferably in the packaging to help us identify when or how the damage occurred.

7. What if your order is missing?

If you think your order is lost…

Please use tracking number provided in Confirmation of dispatch email to track your order's delivery status online. If there are any issues please get in touch with us orders@melora.co.nz  and we will endeavour to assist.

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

If your delivery address is within New Zealand...

No import duties and taxes apply.

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

You may be subject to import duties, taxes and other customs charges.  These may be levied once the delivery reaches your destination country.  You are responsible for paying these, we are not liable to refund these costs. You will be deemed to be the importer of the goods on all goods dispatched directly to you at an address outside of New Zealand and must comply with all the laws and regulations of the country into which the goods are being imported. Customs policies and practices vary widely from country to country.  While we endeavour to stay on top of any changing requirements, we recommend that you contact your local Customs office for further information if you have any questions.

If you refuse to accept and pay your country’s Customs authorities taxes or duties on your Melora and the order is returned to us, we will refund you the value of the order less any postage costs incurred to us, provided the order is in resalable condition. We cannot provide refunds on parcels that are detained or confiscated by your countries' Customs.