Shipping policy

SHIPPING INFO

We are a small business and ship parcels on Mondays, Wednesdays, and Fridays.

We endeavour to reduce our carbon footprint, so we use compostable/paper packaging. We do package some delicate items and archival prints in acid-free plastic sleeves for their own protection.

WAREHOUSE (In-Store) Pickup:

In-Store Pickup is at your leisure, and details will be provided via email after your order is placed. We use a weatherproof box in front of the warehouse unit to secure your order, meaning you can access it at any time. The warehouse complex does have bollards outside of normal work hours, meaning you may need to walk to the unit if you arrive on a weekend or evening. 

Please contact Pepper if you have any questions or would prefer to pick up in person.

DOMESTIC (NZ) 1-2 week delivery:

We ship all domestic tracked parcels with NZ Post, Post Haste, or Castle Parcels, depending on your location. Parcels ship within a week and will arrive within 1-2 weeks from the time of your order. We no longer offer untracked postage shipping within New Zealand due to the post losing envelopes.

INTERNATIONAL (AUS//UK/Beyond) 2-6 week delivery:

All international parcels are tracked, and usually take 2-3 weeks for delivery, but can take longer, so please do be patient! 

US customers: your tariffs and duties will be assessed at checkout, and are clearly denoted in your total.

Please note that we are not registered to deal with VAT or similar fees/taxes, and that these may be, depending on your country's laws, your own responsibility to pay at the border when your parcel arrives. If the parcel is returned for VAT/tariff reasons, we are not responsible for that. Please bear this in mind when ordering.

If we made an error in processing or addressing the order, we will incur all costs to get a replacement to you.

LOST PARCELS

Please contact us regarding any shipping issues by replying to your confirmation email or contacting us via the site contact form with your order number. Please don't comment or DM via social media about your order as these channels are not as frequently monitored and may be forgotten about!

You must notify us of lost parcels within 30 days of your domestic order, or 45 days of your international order. Any notifications past that date are unlikely to be resolved as courier services won't be able to search for the package in their depots (9 times out of 10, the parcel is located in depot)

  • Due to wrong address provided by customer: If you've provided an incorrect address, there are two scenarios.
  1. If the parcel is returned to us in good condition with the product intact, we will ship it again to you for the additional cost of second postage, or you can get a product-price refund.
  2. If the parcel is not returned to us, you are welcome to re-order, but we cannot issue you a refund as we have lost stock due to customer error.
  • Our error or postal service error: We take full responsibility for any issues that arise that are either our fault or the postal service's fault. If your parcel does not arrive within 3 weeks (NZ), please let us know and we will endeavour to provide a replacement product free of charge. These timeframes are not indicative of typical delivery time, they are a larger buffer to allow extra time for delayed orders to arrive. We are of course also happy to issue a refund if you would prefer.
  • Parcel tracking shows "Delivered", but you haven't received it: Please check again, and look around the usual delivery area. Contact your local shipping provider with the tracking number to see if they can help locate it. We do not provide refunds for delivered parcels unless an error was made on our end with your address.

DAMAGED PARCELS

We very, very rarely have an item arrived damaged, and we take precautions to make sure that we package each item carefully and with love to make sure that they arrive to you in new condition. However, if you do receive a damaged item, we will issue you a full refund or replacement. All we ask is that you provide us with a photo showing the damage for us to review, which can be sent to us here.