Frequently Asked Questions

Our business operates from our private home address, so we regret that we are unable to offer pick-ups. However, if you are in Gisborne, please send us a message or email us at kiaora@whenuawhanau.com, and we'll be more than happy to arrange delivery to a town address for you. We're here to assist you in any way we can!

At this time, we do not offer pre-orders for our products. While this may change in the future, we struggle with the idea of customers paying for items without a guaranteed delivery date. To stay informed about restocks and new arrivals, consider joining our mailing list on our website.

We work diligently with our suppliers to restock sold-out items as quickly as possible, although sometimes product arrival times are beyond our control. To stay informed, subscribe to our mailing list for restock notifications & new releases.

It has taken us a considerable amount of time and effort to find the right suppliers that align with our pakihi. As such, we keep this information confidential.

Feel free to email us - kiaora@whenuawhanau.com

We will look into it and see how we may be able to assist you.

We accept secure payments for customers via Credit Cards, Debit Cards & PayPal.  We can also accept internet banking on request.

We also have Afterpay available as an alternative option, for New Zealand and Australia customers. 

If for any reason you are not happy once you have received your order, we accept returns or exchanges. Please just contact us and return the item back to us within 14 days of the purchase in their original condition.

​We can either offer a full refund or exchange goods of the same price.

​The cost for returning the item is the responsibility of you the customer, but we will cover the cost if the item received was faulty or we have sent you the incorrect item.

Just email us on kiaora@whenuawhanau.com and we can help you.

New Zealand Standard Shipping is $8.00

New Zealand Rural Delivery is $11.00

Australian Standard Shipping is $18.00

Once your purchase has been shipped, you will receive a confirmation email containing both purchase receipt and tracking number.

Yes we can ship worldwide.  While it does not show up on our website automatically, all you need to do is contact us on kiaora@whenuawhanau.com, and we can collate your order and calculate freight for you.   We are happy to help where we can.

We carefully pack and ship orders daily. For deliveries within New Zealand, you can typically expect your order to arrive within 1-2 days. Once your order is shipped, you'll receive a confirmation email and tracking details.