Shipping Policy
Processing and Shipping Times
All orders are shipped from Auckland, New Zealand. If your pieces are in stock, we aim to process and dispatch them within 2 to 4 business days of your order being placed.
Please note that because Nami will be temporarily staying in Japan for medical treatment, any items that are currently out of stock will be made to order once she returns to New Zealand.
New Zealand Domestic Shipping
We ship via NZ Post standard tracked delivery.
Delivery Time: 1 to 5 business days depending on your region.
Shipping Fee: Calculated and displayed at checkout.
Shipping times vary depending on your location. Once your order has been dispatched, the exact delivery timeline is out of our control and may be affected by unexpected courier delays.
Delivery Details and Shipping Issues
Incorrect Address: Please double-check all shipping details at checkout. We are not responsible for orders sent to incorrect or incomplete addresses provided by the customer.
Lost or Delayed Parcels: Once an order has been handed over to the courier, we are not responsible for lost or delayed parcels. However, we are happy to assist you in contacting the courier to locate your package if needed.
Eco-Friendly Packaging
We use recycled and recyclable packaging wherever possible to care for the environment. While the shipping box may not always look perfect on the outside, it is what is inside that counts.
Handcrafted Variation Notice
All candles are individually handcrafted in small batches. Because of this natural artisan process, slight variations in color, pattern, texture, and finish are to be expected. The unique product you receive may vary slightly from the website photos, making each piece truly one of a kind. These variations are a hallmark of handmade items and are not considered faults or defects. If you have questions about a specific product, feel free to contact us before ordering.
Returns and Refunds Policy
We fully comply with the New Zealand Consumer Guarantees Act (CGA). This means you are entitled to a remedy such as a repair, replacement, or refund if a product is faulty, damaged, unsafe, or does not meet reasonable quality expectations.
Return Eligibility and Timeframe
We have a 7-day return policy, which means you have 7 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unused, with any original tags, and in its original packaging. You will also need to provide your receipt, order number, or proof of purchase.
How to Start a Return
If you believe your product has a defect, is broken, does not match the description, or does not meet your expectations, please contact us within 7 days of delivery or send email to namilight.nz@gmail.com with your order number and photos of the item.
Once your return is accepted, we will send you a return shipping label, as well as instructions on how and where to safely pack and send your package.
Exchanges
The fastest way to ensure you get what you want is to return the item you have. Once the return is accepted, you can make a separate purchase for the new item.
Refunds
We will notify you once we have received and inspected your returned item to let you know if the refund has been approved. If approved, you will be automatically refunded on your original payment method within 10 business days.
Please keep in mind that it can take additional time for your bank or credit card company to process and post the refund to your account. If more than 15 business days have passed since we approved your return, please contact us at namilight.nz@gmail.com.