Frequently Asked Questions
Here are answers to the questions we hear most often. If you cannot find what you are looking for, feel free to email us at support@fernhouse.co.nz and we will get back to you within 24 to 48 hours.
Orders and Delivery
How long does delivery take?
Orders are processed within 1 to 3 business days of payment. Once dispatched, your order typically arrives within 6 to 10 business days. You will receive a tracking number by email once your order has been shipped, so you can follow its progress.
Where do you ship from?
Our products are sourced from trusted suppliers and shipped from warehouses in China via CJPacket Sensitive, a tracked international courier service. While the products ship from overseas, FernHouse NZ is a New Zealand business based in Auckland.
Do you ship internationally?
We currently ship to New Zealand addresses only. We hope to expand to other countries in the future.
How do I track my order?
Once your order has been dispatched, you will receive an email with your tracking number and a link to track your parcel online. If you have not received a tracking notification within 5 business days of placing your order, check your spam folder and then contact us at support@fernhouse.co.nz.
What if my order does not arrive?
If your order has not arrived within 15 business days of the dispatch date, please email us with your order number and we will investigate with the courier. If the parcel is confirmed as lost, we will send you a replacement or issue a full refund, at your preference.
Payment and Pricing
What payment methods do you accept?
We accept Visa, Mastercard, and American Express via Stripe. All transactions are secured with SSL encryption and processed through Stripe’s PCI-DSS Level 1 certified platform.
Are prices in NZD?
Yes, all prices on our website are in New Zealand Dollars (NZD) and include 15% GST. There are no hidden fees or currency conversions to worry about.
Is my payment information secure?
Yes. Payments are processed entirely through Stripe. FernHouse NZ never sees or stores your card details. Stripe is one of the most trusted payment processors in the world and holds PCI-DSS Level 1 certification, the highest available standard for payment security.
Do I need to pay customs duty?
In most cases, no. Goods valued under NZD $1,000 are generally not subject to New Zealand customs duty. GST at 15% is already included in our prices and collected at checkout, so you will not be charged again on delivery.
Returns and Refunds
Can I return an item?
Yes. If an item is faulty, not as described, or not fit for purpose, you have rights under the Consumer Guarantees Act 1993 and we will make it right. We also accept change-of-mind returns within 14 days of delivery, provided the item is unused and in its original packaging. See our Returns and Refunds Policy for full details.
What do I do if my item arrives damaged?
If your order arrives damaged, please contact us within 7 days of delivery at support@fernhouse.co.nz with your order number and photos showing the damage. We will arrange a replacement or refund at no cost to you.
Our Store
Where are you based?
FernHouse NZ is based in Auckland, New Zealand. Our address is Kumeu, Auckland.
How do I contact you?
Email us at support@fernhouse.co.nz. We aim to respond to all enquiries within 24 to 48 hours, Monday to Friday.