Shipping Policy
Effective date: 13 April 2026
This page explains how FernHouse NZ ships orders, expected delivery timeframes, and what to do if something goes wrong with your delivery.
Where We Ship
We ship to residential and business addresses throughout New Zealand. We do not currently ship internationally. Please ensure you provide a valid New Zealand street address at checkout.
Shipping Method
All FernHouse NZ products are shipped from our supplier’s warehouse in China via CJPacket Sensitive, a tracked international courier service. This service includes end-to-end tracking, so you can follow your parcel from dispatch to delivery.
Processing Time
Orders are processed within 1 to 3 business days of payment being received. You will receive a dispatch notification by email once your order has been handed to the courier, along with your tracking details.
Delivery Timeframes
Estimated delivery to New Zealand addresses is 6 to 10 business days from the date of dispatch. Business days exclude weekends and New Zealand public holidays.
Please note that delivery timeframes are estimates based on typical courier transit times and are not guaranteed. Factors outside our control, including customs processing, courier capacity, and weather events, may cause delays. During peak periods such as Christmas, Black Friday, and other major sales events, delivery may take longer than usual.
Shipping Cost
Shipping costs are calculated and displayed at checkout before you confirm your order. Please check the checkout page for the current shipping rate applicable to your order.
Order Tracking
Once your order has been dispatched, you will receive an email containing 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, please check your spam or junk folder first, then contact us at support@fernhouse.co.nz and we will look into it for you.
Customs and Duties
Products are shipped from China and enter New Zealand as international imports. However, in most cases there is nothing extra for you to pay:
- Goods valued under NZD $1,000 are generally not subject to New Zealand customs duty
- GST is already included in our prices at 15% and is collected at checkout, so you will not be charged GST again on delivery
- In rare cases where customs charges do apply (for example, if you place multiple orders that are consolidated), we recommend contacting us before purchase if you have concerns
Delivery Issues
Order not arrived
If your order has not arrived within 15 business days of the dispatch date, please contact us at support@fernhouse.co.nz with your order number. We will investigate with the courier on your behalf. If the courier confirms that your parcel has been lost in transit, we will send a replacement or issue a full refund, at your preference.
Lost parcels
In the event a parcel is confirmed as lost by the courier, you will not be out of pocket. We will arrange a replacement shipment or a full refund at no additional cost to you.
Incorrect Shipping Address
Please take care to enter your correct shipping address at checkout. FernHouse NZ is not responsible for orders that are delivered to an incorrect address provided by the customer. If you notice an error in your shipping address after placing your order, contact us immediately at support@fernhouse.co.nz. We will do our best to correct the address before dispatch, but we cannot guarantee changes can be made once an order has been processed.
If a parcel is delivered to an incorrect address due to customer error and needs to be re-shipped, additional shipping costs may apply.
PO Box Addresses
Our courier service may not be able to deliver to PO Box addresses. Where possible, please provide a physical street address to ensure successful delivery. If you can only receive deliveries at a PO Box, please contact us before ordering and we will advise whether delivery is possible.
Questions
If you have any questions about your delivery, please email us at support@fernhouse.co.nz. We aim to respond to all enquiries within 24 to 48 hours.