Contact Us / FAQ's | Mountain Jade New Zealand

P: +64 7 349 3968

sales@mountainjade.co.nz

1288 Fenton Street Rotorua,
New Zealand

FAQS

Payment:

01What payment methods do you accept?

We accept Visa, Mastercard, American Express and Paypal. We currently do not offer any lay-by or split payment options.

02Can I change my browsing currency?

You sure can. By default our website will detect your country and pre-select the appropriate currency, however if you want to change it scroll to the top of the screen and mouse to the top left. Here you will see a dollar sign. Click it and make a selection from the list. Keep in mind that all orders will be processed in New Zealand dollars as we are a New Zealand based company.

03Am I eligible to shop GST free?

Our website will automatically remove 15% (GST) from all listed prices on the website if your order is being shipped outside of New Zealand. If you are sending the order within New Zealand then you have to pay GST so 15% will not be removed.

Product:

01Where are your products made?

We work with carvers all over the world. To see exactly where a piece is made, click into it and look at the 'features' tab. This has detailed information on the piece including the artist, country where it was crafted, size, product code, and measurements. 

02Do you bless your products?

No we don't for two reasons. Firstly this is an entirely individual choice that we do not want to make on our customers behalf, and secondly we are not qualified to bless jade. We recommend you get in touch with your local Marae and ask for advice on how to go about getting your jade blessed there.

03Do you take custom orders?

99% of the time we don't as our carvers are very busy all year around. In saying that there's no harm getting in touch as they could fit custom work in sporadically. Keep in mind they specialise in traditional and modern Maori design, so designs which are too unusual will most likely be declined.

04Will my pendant come with a cord / chain?

Yes. All of our necklaces come with the cord or chain pictured in their photographs.

05I want to sell your products, who do I contact?

Please fill out our contact form with the appropriate information and we will foward it to our wholesale department.

06How are your products packaged?

All of our items are packaged in matte black jewellery boxes with embossed Mountain Jade logos. They are placed inside a larger cardboard box and filled with bubble wrap. Included in the order (where applicable) is a meaning card, artist profile, and receipt (unless otherwise told). They are extremely strong so you can be confident nothing will break in transit.

Returns:

01Can I return my order for a refund?

Yes you can, simply let us know within five working days on receipt of goods. We are more than happy to offer you a full refund or an exchange for credit excluding delivery and handling charges as these are non refundable. Please address your package (including your receipt) to Mountain Jade, 43 Depot Street, Rotorua, New Zealand, +64 7 349 3968. For your protection, we strongly recommend that you return your order with an insured mail service and keep the receipt for your records. We are not responsible for lost return shipments. All refunds will be credited in New Zealand dollars. Unfortunately, for hygiene reasons, we cannot accept returns of earrings if you change your mind, so please chose carefully.  For our in store returns policy, please contact the store where you made the purchase and they will be able to assist you.

Shipping:

01I have not recieved my order, what do I do?

We recommend you allow a maximum of 10 working days before you get in touch. If it has already been 10 days get in touch and we'll look into it for you.

02Do I need to sign for my order?

A signature will be required upon receipt of the goods for all orders. We send our carvings fully insured and this is a requirement of that insurance. Because of this it's a good idea to ship orders to a work address where its likelier there's someone you know who can sign for the order on your behalf.

03How can I track my order?

You can track your order by clicking the link found in the shipping confirmation email which you will recieve within two business days of placing your order. If you have chosen our non-tracked shipping option we will have to track your order for you, so give us a call on +64 7 349 3968.

04When will my order ship?

Orders are dispatched during normal New Zealand business hours 8am – 3pm Monday to Friday (excluding Public Holidays). Delivery for domestic orders may take longer than the quoted overnight service because of the weekend. Products are received if accepted by a person at your nominated delivery address. Insurance only covers the delivery of the item to this nominated address. Shipping details must include a street address and daytime telephone number. Your order cannot be dispatched if these details are missing, however we will get in touch if we need more information.

05Will I be charged customs or duty fees?

Your order may be subject to import duties and taxes once it reaches the country it is being shipped to. Any fees will vary depending on the destination country and order value. If unsure, we recommend you contact the relevant overseas customs office to aid in making an informed purchase decision. Mountain Jade are not responsible for these fees and it will be the recipient of the goods who will be asked to pay upon delivery. Please consider this, especially when ordering gifts.

06What are you shipping speeds and costs?

New Zealand    
Standard (Tracked) 1-2 Working Days* Free
     
Australia    
Economy (Not-Tracked) 6-10 Working Days $16
Standard (Tracked) 4-6 Working Days $21
Priority (Tracked) 2-4 Working Days $32
     
East Asia, North America, UK & Europe    
Economy (Not-Tracked) 6-10 Working Days $21
Standard (Tracked) 4-6 Working Days $39
Priority (Tracked) 2-4 Working Days $71
     
Rest of World    
Economy (Not-Tracked) 6-10 Working Days $36
Priority (Tracked) 2-5 Working Days $69

 

* Domestic orders are dispatched between 8am and 3pm Monday to Friday. It is an overnight delivery service to major cities unless your order is placed on a Friday, weekends or a public holiday. 

 

07Can I cancel my order?

Yes you can, as long as it hasn't already shipped. Fill out the contact form to the right (or give us a call), let us know your order number, and we will do the rest.

08What countries do you ship to?

We ship to every country in the world. When 'checking out' simply select your country from the drop down list under 'delivery destination.'

Store:

01What are your store addresses?

Rotorua    
1288 Fenton Street Monday - Sunday 9.00am - 6.00pm
1189 Fenton Street Monday - Sunday 9.00am - 6.00pm
     
Hokitika    
41 Weld Street Monday - Sunday 8.30am - 5.00pm 
30 Tancred Street Monday - Sunday 8.30am - 5.00pm (October - April only)

 

For more detailed information on each store including 'Jade Doscovery Tour' times see the 'our stores' area.

02Can I view a carving from the website in-store?

You sure can. Locate the carvings product code under the 'features' tab of its page and email it to us with your request.

Warranty:

01I broke my carving. Can I get a replacement?

Unfortunately we don't replace any jade carvings that have broken due to bangs, knock, or drops. We've been doing this for over 25 years and can tell how something has been broken by assessing the fractures, so get in touch, be honest and we will see what we can do instead of a replacement. 

02Can you repair a broken carving?

We're experts at repairing jade carvings and in most cases will be able to help you. First we need to see the carving so send a selection of images along with information about the damage to us and we'll let you know what can be done and what it will cost. 

03My necklace needs a new cord, can I buy another?

Yes you can, we sell a range of replacement cords here on our website. If your carving is lashed we will need you to return it to us so we can change the cord. Please send images of the carving to us via the contact form and we can provide you with a quote for removing the lashing, changing the cord, and relashing you necklace.

ENQUIRIES

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