Shipping & Returns

Delivery & Pickup Rates

Choose your delivery option at checkout. Rates are per order, not per item.

Pickup is available from our Auckland Cityworkshop by appointment, we'll email you to arrange a time once your order is confirmed.

Restoration & Dispatch

Restoration happens after your order is placed, not before. Your piece is structurally repaired and professionally refinished in our Auckland workshop before dispatch. We'll confirm timing once restoration is scheduled, and any date we give you is an estimate unless we've agreed otherwise in writing. See our full Delivery terms.

Access & Failed Delivery

Please check your piece's dimensions against your doorways, stairwells, and any other access points before ordering, and let us know about any access difficulties in advance. Reasonable additional costs may apply for a second delivery attempt, special lifting equipment, or access issues we weren't told about, see full terms. We'll always contact you before charging anything extra.

Freight Protection & Inspection

Every piece is carefully packed for its journey. Please inspect your delivery on arrival where practical, before the driver leaves, and let us know straight away if anything looks wrong.

Condition & One-of-a-Kind Pieces

Every piece is restored individually and sold as a single unit, once a piece sells, it's gone for good. Photos show the actual, individual piece you'll receive in its current, pre-restoration condition. Please contact us before ordering if you have questions about a specific piece.

Transit Damage

If an item arrives damaged, photograph the packaging and the damage, and contact us as soon as you can. Letting us know within 48 hours helps us lodge a freight claim quickly, but notifying us outside this timeframe does not automatically remove any rights or remedies available under applicable New Zealand consumer law. We'll arrange a repair, replacement, or refund, an identical replacement may not always be possible since every piece is one of a kind. Full process in our Terms.

Returns

Because each piece is unique and restored to order, we don't offer returns for change of mind. This doesn't affect your rights where an item is faulty, unsafe, doesn't match its description, isn't of acceptable quality, or otherwise fails a guarantee under New Zealand consumer law, see Consumer guarantees.

Where a return is due to our error (wrong item, damaged in transit, not as described), we cover reasonable return freight. Refunds are issued to your original payment method and are typically processed within a few business days of us confirming the return.

Uncollected Pickups

If a pickup order isn't collected within a reasonable period, we'll send reminders before any storage fee applies, see full terms.

Questions

Contact us at nativegrainco2@gmail.com for anything not covered here.