Contact Us

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

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.

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.

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. 

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.

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.

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

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

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.

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.

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.

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.

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.

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.

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.

* 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. 

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.

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

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

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

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. 

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. 

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.