Shipping & costs:
Within New Zealand, we ship by courier, and we require a physical daytime delivery address. We are currently unable to deliver to a PO Box.
There is a standard charge of $12.50 per delivery destination within New Zealand, regardless of the size of the order or delivery location.
Please be aware that we are only shipping to New Zealand addresses at this time.
For orders to international destinations (any country outside New Zealand), we ship by International Air parcel post. We charge a $3.50 packing fee, plus the actual cost of postage. For all international orders, where the product value of the order is in excess of $250.00, an additional $15.00 is added to the postage charge to ensure that shipments are insured for loss, see below.
Within New Zealand, if you place your order from Sundays to Wednesdays, your order will usually be shipped the day after you placed your order. Since our couriers do not operate over the weekend, any orders received between Thursday and Sunday will be shipped on the following Monday. Once we have shipped, the normal delivery time will be one or two working days. However orders going to rural delivery (RD) areas may take one or two additional days. Saturday delivery may be arranged for certain destinations, but there is an extra charge. Please place your order by phone (0800-Makana) if you wish to enquire about the availability and cost of Saturday delivery.
For international orders, delivery times will vary depending on the destination country, and these can vary from 3 to 10 working days. We only ship to international destinations using International Air parcel post, which we have found to be the most cost effective and reliable method of delivery. Shipments are insured to a value of NZ$250 for loss; however we automatically insure orders in excess of $250 by purchasing insurance on your behalf. Heat damage and delayed arrival are not covered by the insurance.
Returns and exchanges:
We guarantee your complete satisfaction. If for any reason you are not completely satisfied with any of our products, please return the unused portion together with your receipt and a written explanation, and we will offer you your choice of a refund, replacement or similar value exchange.
IF AT ALL POSSIBLE, PLEASE INCLUDE THE PACKAGING, INCLUDING THE USE BY DATE STICKER ON THE BOTTOM OF THE BOX. THIS WILL HELP US DETERMINE THE CAUSE OF THE PROBLEM.
Please post returned products to Makana® Confections (In the North Island, post to PO Box 628, Kerikeri 0245. In the South Island, post to PO Box 980, Blenheim 7240.) Be sure to include your contact details so that we can communicate about arrangements for replacing, refunding or exchanging your products.
In New Zealand, we rely on couriers who generally provide very reliable and prompt service. When your order is shipped you will be sent an email advising you of the Courier Ticket number and a link to the Courier's on line tracking service. However, occasionally there may be a problem that delays delivery. If your order is overdue, please check the tracking information or telephone us on 0800-MAKANA (0800-62-52-62), and we will be more than happy to track and trace your order for you.
For customers outside New Zealand, it is best to communicate by email. Please remember to quote your Mail Order reference number. To email us, click here.