Shipping Policy

We aim to dispatch your order as quickly as possible once payment has been received.

Domestic Shipping (New Zealand)

Please allow 1–3 business days for delivery via NZ Post. A tracking number will be sent to you as soon as your order is on its way, so you can follow its progress.

International Shipping

At this time, we only ship within New Zealand.

If you are enquiring about international shipping, please contact us before placing your order. Many countries have strict regulations around the importation of food products. It is the customer’s responsibility to check import requirements, including customs duties, taxes, or other import restrictions. We are not responsible for any products detained, delayed, or rejected by customs.

Returns & Refunds Policy

We do our best to ensure you are satisfied with your order, but we understand that things can occasionally go wrong. If you are unhappy with your purchase, please contact us within 7 days of receiving your order at sales@hives.nz, including your order details and a description of the issue.

Damaged Goods

We proudly use glass jars for many of our products. While we pack them with care, breakages can occasionally occur in transit. If your item arrives damaged or in unsatisfactory condition, please get in touch as soon as possible, and we’ll arrange a replacement or refund.

Refund & Return Terms

We comply with the Consumer Guarantees Act 1993 (CGA) and are committed to providing fair and reasonable outcomes. We do not offer refunds or exchanges for change-of-mind purchases, including cases where the wrong shipping method was selected at checkout. Refunds are only issued when a product is found to be faulty, damaged, or not as described, as outlined by the CGA. If a refund is approved for a faulty item, we will also cover reasonable return shipping costs.

Shipping Responsibility

Customers are responsible for selecting the correct shipping method during checkout. If an incorrect or intentionally misleading shipping code is used to avoid charges, we reserve the right to deduct applicable shipping costs from any refund issued.

Refund Method

Approved refunds will be processed back to the original payment method (credit card or bank account). Please allow 3–5 working days for the refund to appear in your account. Timing may vary depending on your bank’s processing times.

If you have any questions or concerns, don’t hesitate to reach out—we’re here to help.