Frequently Asked Questions
Our Covid-19 protocols.
We take our Covid-19 protocols seriously. Having your household items delivered to your door or workplace reduces your direct exposure to others and we want to make sure we are doing everything we can to make delivery the safest option for you. We wash our hands frequently while working, we wear a mask while filling jars or picking and packing your products. We sanitise our hands between deliveries and this is why we offer contactless drop off. We also sanitise jars, totes, and bags between use as well. There are a maximum of two people who could be handling your order. One person fills jars and bags, one person picks and packs your order ready for delivery. Sometimes all of these people are one and the same depending on the week and how busy our delivery schedule is.
How do I order?
Use our website to place an order by putting your items in the cart. If the order is over $99 then shipping is free. It will be ready to deliver on your selected delivery day, please just make sure we have the 100% correct delivery address. If you are not going to be home that's okay as well, just let us know where to leave your order securely. We have no minimum order quantity, just check our shipping options when you get to the check out.
How do I get containers when I place my first order?
That’s no problem, we have recyclable brown paper bags as well as some cool reusable and machine washable paper bags for sale on the website ready to be used or use a free recycled jar from our jar stash, just let us know when you place your order. If you prefer a new jar, we have several sizes for a $2 deposit. The jar is yours to keep or bring it back clean to receive your $2 deposit back. Alternatively, we will refund the $2 off your next order, let us know what you would prefer.
How will my order be delivered?
We do all of our own deliveries to ensure that your products come to you in perfect condition rather than risk them being broken in transit. Monday - Friday for orders placed before 11 am we aim to pack and send the same day if possible.
If there is a reason we cannot do same day delivery we will let you know straight away. If your order comes through after 11 am we will fill your order and get it to you the following day. Friday after 11am, Saturday and Sunday we pack your orders and have with them with you on Monday morning. Rural deliveries do incur an extra charge (TBA when you order) so if you have a non-rural address you could use for delivery this would be the best option. We are happy to deliver to your workplace if your boss doesn’t mind, we promise to be quiet and not disturb anyone.
Please just select the delivery option in the cart and checkout process, let us know if you have any issues.
If you are unsatisfied with any of our products, quality or there is an issue with one of your products you receive, please contact us at firstname.lastname@example.org as soon as you can or within 48 hours of receiving your order and we will do our best to resolve it. If a product arrives and the container is broken or damaged we will replace these items once we have sighted the damaged or broken item. Let us know as we want you to have a great shopping experience with us. You will be responsible for paying for your own shipping costs for returning your item if you are outside of our local delivery area. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund. If you are shipping an item over $70, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item. In these Covid-19 times we are aware that there is often a big delay in getting items shipped around New Zealand.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary. We do aim to deliver your exchanged product on our next scheduled delivery day.
Refunds (if applicable)
Once your damaged or broken item is received and inspected, we will send you an email to notify you that we have received your returned item. If you have requested a replacement item rather than a refund, we will deliver the item to you on our next delivery day. We will also notify you of the approval or rejection of your refund.
If you have requested a refund then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 3 – 5 days.
Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.
Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at email@example.com and we'll advise you where to send your item to.
We know that sometimes things happen outside of your control and at times you may need to cancel an order. So that this can be as stress free as possible for everyone, you can request to cancel your order with us within 12 hrs of placing it but outside of this time frame it is subject to prior approval as it is most likely your order would have already been packed. Again, we want to make shopping online with Replenish Papamoa a pleasant experience, so please let us know as soon as you can if your cancellation comes outside of the 12 hour cut-off period so we can come to a great working arrangement.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If for some reason after 3-5 days please come back to us and we will see what we can do to assist you.