SHIPPING

We charge a flat-rate of $9.50 (track & trace) for items within New Zealand. This rate may be subject to change.

RETURNS

With our 100% satisfaction guarantee, you can return any Bamboo Charcoal product to us in original condition within 14 days of receipt.
To be eligible for a return, your item must be unused and in the original packaging.

To complete your return, simply email us – sales@bamboocharcoal.co.nz – advising that you will be returning the item.

This alerts us to be on the lookout for a return package so that we can process your refund or exchange promptly.

We recommend that you send your parcel using a track & trace service, as we cannot be liable for any parcels lost in transit.

If 28 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.

See Returns Shipping notes below.

Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item.

We will also notify you of the approval or rejection of your refund.
Refunds will be paid via internet banking within 7 days of receiving your return.

Please include your bank account details with any return.

See Returns Shipping notes below.

Exchanges (if applicable)
We are happy to exchange an item in the case where you have purchased the wrong size.

If you need to make an exchange, please send us an email at sales@bamboocharcoal.co.nz.

We will post your exchange to you at our expense.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

See Returns Shipping notes below.

Sale items (if applicable)
Only regular priced items may be refunded, unfortunately, sale items cannot be refunded.

Returns Shipping
To return your product, you should mail your product to:

Bamboo Charcoal Products
177 Hobsonville Road, West Harbour.
Auckland 0618

You will be responsible for paying for your own shipping costs for returning your item.

We recommend you consider using a trackable shipping service. We cannot guarantee that we will receive your returned item.

BACK ORDERS

If a product you order is temporarily out of stock, the product will be placed on back order. You will be advised of the expected dispatch date by email, and the product will be sent to you as soon as it becomes available. Please note, as our back ordered stock is sent in from overseas, it may take 2-3 weeks for it to arrive.

You will not be charged any additional delivery costs for backordered items delivered to you at a later date, however your credit card will be charged for back ordered items at the time of completing your order through the shopping cart. This is to guarantee you have priority, and ensure you are only charged 1 shipping cost (especially in the instance of buying more than 1 item, wherein 1 is in stock and 1 is not)