Customer Service

• Payment & Account Information

• Shipping & Delivery Information

• Contact Us


Q Why should I buy from The Manuka Shop?

The Manuka Shop is a trusted online retailer of the Manuka Health range and other high quality natural products from New Zealand. Based in New Zealand, we provide competitive prices, outstanding customer service and affordable, reliable delivery worldwide. Manuka Health products are certified genuine, are GMO free and are not tested on animals.

Q Is your website secure?

The Manuka Shop utilises the strongest encryption available to handle your transactions. A SSL Certificate ensures that your information is kept private during shopping and checkout. We utilise the services of DPS for the checkout process, as they specialise in secure credit card transactions. No credit card data is ever stored on our servers.

Q Do your prices include GST (Goods and Services Tax)?

For all orders shipped within New Zealand, GST is added to the order total during the checkout process. 

PLEASE NOTE: Any import duties or taxes that are levied by the authorities of your country are your responsibility. We recommend that you check your country's import regulations prior to ordering.

Q What currency is used for my order?

All prices and transactions are in New Zealand Dollars (NZD). Prices may change at any time. The Manuka Shop reserves the right to reject any orders which include incorrect prices due to data entry errors, code errors, hacking, incorrect pricing provided by manufacturer, or translation errors.

Q What types of payment do you accept?

The Manuka Shop accepts Visa and Mastercard. We utilize a secure payment processing service from Direct Payment Solutions (DPS) to guarantee the safety and security of your transaction. For your protection, The Manuka Shop DOES NOT store your payment information on our servers.  We do not accept American Express or EFTPOS for payment at this time.

Q Can I create an account?

Yes, to place your order you will have to create an account. You will then be able to do the following:

  • Proceed through checkout quickly
  • Check the status of orders
  • View past orders
  • Update your account information
  • Change your password
  • Request stock notifications

Q What if I forget my password?

From the log in page, click on the link, "Forgot your password?" then enter your email address to begin the recovery procedure.

Q How do I update my account information?

Once you are logged in as a registered user, you will see your account "Dashboard" with several links to update your account information.

Q How do I change my password?

Once you are logged in as a registered user, you will see the link, "Change Password" under "Contact Information." Click that link and follow the instructions to update your password.


SHIPPING & DELIVERY

Q Do you ship worldwide?

We can send your order to almost any country in the world. (*Exceptions are noted below under RESTRICTIONS)

All international orders are sent via New Zealand Post Courier. 

Shipping is FREE to New Zealand and Australia for orders over NZ$100.

Shipping costs are determined by the total weight of your order. To calculate the cost of shipping, please complete the first stage of the checkout process which includes entering the shipping destination. A shipping cost estimate can also be given after adding product to shopping cart.

We normally ship within three business days. If we are unable to dispatch your order within three business days, we will contact you and advise you of the expected dispatch date.

INTERNATIONAL SHIPPING - PLEASE NOTE: Any import duties or taxes that are levied by the authorities of your country are your responsibility. We recommend that you check your country's import regulations prior to ordering. Confirming your order payment means you accept the conditions regarding the duties that may be incurred. We strongly recommend that you check your country's import regulations prior to confirming your order.

Duties, taxes and/or Customs fees will be an additional amount that will be collected upon delivery of your order, if applicable. Unfortunately, we are unable to provide you with the exact amount you will be charged, please contact your local government for specific details.

Refusal to pay custom charges will result in the parcel being returned. If the products are returned for this reason, NO REFUND WILL BE GIVEN

PARCELS THAT ARE UNCLAIMED AFTER ATTEMPTED DELIVERIES: Where parcels are unclaimed after attempted deliveries are made, and then returned to us by the postal services, we may charge to have the parcel redelivered to you. Returned parcels for this reason may incur a fee.

If attempted deliveries go unclaimed again after redelivery is arranged, then returned to us, we may deduct any fees associated with the return of that product from any refund owed.

Refunds do not include any delivery charges and will not be made until the goods have arrived back with us.

WE DO NOT SHIP TO PO BOXES, make sure a physical address is entered in your order.

PLEASE ALSO SEE THE REGULATIONS SECTION


DELIVERY TARGETS


Within New Zealand - Orders within New Zealand are usually delivered within 3 business days from the date of shipment.

International Shipments - New Zealand Post's international delivery network is made up of five zones. Please see the table below for delivery targets per zone.

Christmas Delivery - Christmas sending dates information

Destination Economy Courier* Express Courier* International Air*
ZONE A
Australia

6 working days

*Available to selected destinations only

5 Working Days

10 working days

* Free Shipping to Australia

Tracked service

ZONE B
South Pacific

6 working days

*Available to selected destinations only

5 Working Days

 
ZONE C
East Asia and North America

6 working days

*Available to selected destinations only


Canada, Hong Kong, Malaysia, S. Korea, Singapore, Taiwan and USA only

5 Working Days

 
ZONE D
UK and Europe

6 working days

*Available to selected destinations only


Austria, Belgium, Czech Republic, Denmark, Finland, France, Germany, Italy, Netherlands, Norway, Spain, Sweden, Switzerland, UK and Ireland only

5 Working Days

 
ZONE E
Rest of the World

6 working days

*Available to selected destinations only

Brazil, Costa Rica, Ecuador, El Salvador, Mexico, Uruguay.

5 Working Days

10 working days

* Available only to Russia,  and India

 

* You can expect that items will usually arrive at their destination within the timeframe specified for each service. Because we do not directly control all parts of the delivery chain, we cannot guarantee that your item will always reach its destination within the delivery target. Delivery to areas outside major cities, or where your item is dutiable or held in Customs, may take longer.


SHIPPING RESTRICTIONS

Please note that there are some countries/territories that we are not permitted or are currently unable to send honey products to. South Africa and Western Australia are prohibited at this time.

At this time we are not able to ship orders to the following countries/regions:

Afghanistan

Bahrain

China

Cyprus

Dominican Republic

Estonia

Ethiopia

Egypt

Ghana

Haiti

Japan

Jordan

Kazakhstan

Kenya

Kuwait

Kyrgystan

Lebanon

Myanmar

Nigeria

Oman

Pakistan

Papua New Guinea

Poland

Qatar

Romania

Saudi Arabia

South Africa

Tajikistan

Turkmenistan

Ukraine

United Arab Emirates

Uzbekistan

Vietnam

Western Australia


Middle East Orders: Southern Cross is Manuka Health’s exclusive partner in the Middle East. They are based in the UAE and have representation offices and cooperations in the various countries. For information and inquires on product supply, please contact:

Katie King - Regional Sales Manager

Phone   +971 4 435 7442  | Mobile  +971 55 948 6205  |  katie@southerncrossme.com  |  www.southerncrossme.com

 

We will attempt to keep this information current, but we can not be responsible for changes that occur with regard to importing bee products.

 

WE DO NOT SHIP TO PO BOXES, make sure a physical address is entered in your order.


REGULATIONS

Some countries have special regulations specific to importing honey and other bee products. Anyone ordering products for delivery acknowledges they have reviewed the contents of their order and acknowledge that it contains acceptable and approved items for import into the country of destination/delivery. The buyer solely accepts full responsibility and any associated risk of any items or package (or part thereof) being detained by customs for whatever reason, and acknowledges and agrees that they will not hold The Manuka Shop liable for orders unable to be delivered to their destination due to import regulations.

Current regulations we are aware of:

  • Member countries of the European Union - Deliveries are limited to 2kg of honey per order. Orders that contain greater than 2kg of honey are split into multiple packages and shipping charges are adjusted accordingly.

  • Brazil - You must include your IRD # (passport #) with your order. Please enter it in the Shipping Notes field during checkout.

NON-DELIVERY

Please check your delivery address carefully as we will not be responsible for delivery to an incorrect address. The customer shall be responsible for the cost to resend a parcel that is returned because of an incorrect address.

ONCE YOUR ORDER HAS BEEN SHIPPED YOU ARE NOT ABLE TO CANCEL YOUR ORDER.


ORDER ISSUES

Q There was a damaged product in my order. What do I do?

Should you find that there has been damage to your order, please contact us immediately. If possible, please take a digital photo of the damaged item(s) and send via email.

Q Can I return an item? Will you refund it?

If an item is received damaged and you contact us within 3 days, we will replace the item. Due to the bioactive natural health products we sell, many can not be returned to us due to the biosecurity regulations in New Zealand. We will do whatever we can to maintain customer satisfaction, but be sure the products you are ordering are the products you want! Please get in touch if you have any further questions.

Q My order hasn't arrived yet. What can I do?

If your order was sent by a tracked service, you would have received that tracking number when you received shipping confirmation which you can use online to determine your order's delivery status. 

Q Do I need to pay any duties or tax?

Any import duties or taxes that are levied by the authorities of your country are your responsibility. We recommend that you check your country's import regulations prior to ordering.

Duties, taxes and/or Customs fees will be an additional amount that will be collected upon delivery of your order, if applicable. Unfortunately, we are unable to provide you with the exact amount you will be charged, please contact your local government for specific details.

Refusal to pay custom charges will result in the parcel being returned. If the products are returned for this reason, only products will be refunded, the freight is at the customers expense, any return charge may be deducted from the product refund.