Please refer to individual product pages for product-related FAQs.
shipping INFORMATION
How much does shipping cost?
Our shipping rates are as follows:
Flat Rate Shipping: $7.50 for Nationwide Shipping, $10.00 for Rural areas
Free Shipping: Spend $89 or more to qualify for free shipping
When will my order be shipped?
We typically dispatch all orders within 2-3 business days. In rare cases, it may take up to 5 days for your order to be shipped. If there are any significant delays, we will notify you and provide an estimated shipping date.
What courier service do you use?
We entrust the delivery of your orders to NZ Post, a reliable and trusted courier service.
Will I receive a tracking number?
Yes, once your order has been booked with the courier, we will send you a tracking number via email. You can also track your order by entering your email and order number here. This allows you to conveniently monitor the progress of your package until it reaches your doorstep.
Can I provide specific delivery instructions?
Yes, you can provide delivery instructions or messages in the delivery notes during checkout. While we will do our best to communicate your requests, please note that the drivers may not always be able to accommodate them.
How long does delivery take?
Delivery times may vary depending on your location. Once your order has been shipped, it usually takes 2-5 business days for delivery within New Zealand.
What if my package doesn't arrive?
If your package does not arrive within the expected timeframe, please check the tracking information and contact us with your order number. We will do our best to assist you and send replacement items if necessary.
Can I change my shipping address?
We kindly request that you double-check your shipping address during checkout to ensure accurate delivery. If you need to change your shipping address, please contact us as soon as possible. Please note that we cannot guarantee address changes once the order has been shipped.
Do you offer international shipping?
Currently, we only offer shipping within New Zealand. We do not offer international shipping at this time.
Payment infomation
What payment methods do you accept?
We accept all major credit cards, including Visa, Mastercard, and American Express. We also accept payment through PayPal.
Is my payment information secure?
Yes, we take the security of your payment information very seriously. We use industry-standard encryption technology to protect your personal and payment information. Your payment details are securely transmitted to our payment processor and are not stored on our servers.
When will I be charged for my order?
You will be charged for your order at the time of purchase. If you have any questions or concerns about your payment, please contact customer support at support@meltmyheart.nz.
Do you offer buy now pay later options?
Certainly! We offer convenient Buy Now, Pay Later options through Laybuy, Zip, or Afterpay. Explore their various terms and payment plans by clicking here.
Can I cancel or change my payment method after placing an order?
Once an order has been placed, we are unable to cancel or change the payment method. If you have any concerns or need assistance, please contact customer support team as soon as possible at support@meltmyheart.nz.
Do you offer refunds for payments?
We offer refunds for eligible returns and cancellations. Please refer to our Returns & Refunds for more information.
What should I do if I encounter a payment error?
If you encounter a payment error during the checkout process, please double-check your payment information and try again. If the issue persists, please contact customer support team for further assistance at support@meltmyheart.nz.
Can I request an invoice for my order?
Yes, we can provide an invoice for your order upon request. Please contact customer support with your order details and we will be happy to assist you.
Order and returns
How long does it take to receive my order?
Orders are typically dispatched within 2-3 business days. However, please note that on rare occasions, it may take up to 5 days for your order to be shipped. Rest assured that if there are any significant delays beyond this timeframe, we will promptly notify you and provide an estimated shipping date.
What shipping options are available?
We offer a flat rate shipping option for nationwide delivery, with the exception of rural areas which have a slightly higher charge. Additionally, if you spend $89 or more, you qualify for free shipping.
Can I track my order?
Yes, once your order has been booked with the courier, we will send you a tracking number via email. You can also track your order by entering your email and order number here. This allows you to conveniently monitor the progress of your package until it reaches your doorstep.
What if my order arrives damaged or faulty?
If you believe your items are damaged or faulty, please contact us as soon as possible with your order number and images of the products. We will evaluate the issue and advise on further action. In some cases, we may ask you to return the item to us for assessment and provide a replacement or refund.
Can I return my order if I'm not satisfied?
Yes, we offer a 14-day money-back guarantee. If you are not satisfied with your purchase, you can return the items to us within 14 days of purchase in their original condition and packaging for a full refund. Please note that return postage is covered by the customer.
What items are non-refundable?
Gift cards, sale/clearance items, mystery boxes, and made-to-order wax melts in scents you have personally chosen are non-refundable. Please check our refund policy for more details.
How will I receive my refund?
Prior to returning any items, please contact us via email to notify us of your intent and reason for the return. Once we've received your item and inspected it, we will process your refund. The refund will be returned to the original method of payment within 2 working days. Please note that shipping costs are non-refundable and will be deducted from the refund amount.
What if I missed the 14-day returns period?
If you wish to return items after the 14-day period, a partial refund may be granted at the discretion of our customer care team. We recommend checking your items within 14 days of delivery to ensure enough time for any returns to be processed.
How can I contact customer support?
If you have any further questions or concerns regarding your order or returns, please feel free to reach out to our customer support team at support@meltmyheart.nz. We strive to provide excellent service and will be happy to assist you.
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