FAQ
How do I make an order? - Just click on the product of your choice, add it to your cart. This will take you to your shopping cart where quantities can be changed. Then click 'checkout' to fill out your credit card details to pay for your chosen items.
How do I pay for my order? Is it safe to use my credit card? - When you checkout you are directed to Shopify's secure payment gateway, where you can enter your details safely.
Payment Options - On checkout you can either opt to pay by Credit Card or Poli Live Bank Transfer. Credit Card and Poli Bank Transfer transactions are processed immediately and in most cases your order will be shipped on the same or next working day.
Contact via email: hello@etchmemories.co.nz if you'd like to pay by bank transfer at your bank. You can make your payment using your order number as your reference.
How much does shipping cost? - Checkout has all the delivery options currently available including our standard nationwide rate of $6.99, which does not include rural addresses. Rural deliveries come at an extra cost listed currently at $8.99 for North Island and $8.99 for South Island Rural.
Please email us at hello@etchmemories.co.nz if you would like to enquire about Saturday or Urgent delivery or International Shipping.
What if my order is wrong, lost or damaged? - We will always do our best to make sure our customers are happy. Please see check out our Terms page or contact us to discuss any problems directly, please email us at hello@etchmemories.co.nz - We treat every enquiry different, depending on the situation.
How long will my order take to arrive? - Orders will arrive between 1- 5 days depending on the delivery option you choose and the day your ordered. (Currently there are no weekend courier runs, so if you order Thursday night or Friday your order will arrive Monday.) We try our very best, working late and past our normal operation hours to get all packages sent off asap. Please check your track and trace first and give your parcel 5 days before contacting us about your order. (In case it was made on a Thursday but doesn't arrive until the Monday or Tuesday if in a rural area.) Rural packages usually take 1 extra day. To see our shipping rates.
A product is 'Currently Out of Stock' or Disappeared from the site. How long until it's available again? - Please contact us straight away by emailing at hello@etchmemories.co.nz or for the quickest response, or Facebook message us FB.
My question isn't answered here, what should I do now? - Contact us, we'd love to help you out.