Support

Frequently asked questions

Payment

What payment methods do you accept ?

We accept Visa, Mastercard, American Express, Apple Pay, Google Pay, Shopify Pay and Paypal. For New Zealand customers we also have PartPay, which allows you to purchase in four instalments.

Can I change my browsing currency ?

All of our transactions take place in New Zealand dollars. However we do provide a currency conversion tool as a way to help our customers make sense of our prices. Keep in mind that this is an approximation (based on live exchange rates at the time) and all orders will be processed in New Zealand dollars as we are a New Zealand based company.

Am I eligible for tax free ?

We have a duty free store at Auckland International Airport. If you are traveling out of the airport and would like to speak to us about any products in particular then please get in touch.

Product

Where are your products made?

We work with carvers all over the world. Here in New Zealand we employ many artists in our own carving studios - in Rotorua and Hokitika - as well as a vast number of independent artists. This gives us the largest collection of greenstone products. New Zealand jade is not permitted to leave the country to be carved, so if you are buying a piece of pounamu (greenstone), then it has been sourced and made in New Zealand. We label our pieces with their stone origin (country) for absolute clarity. Some of our Canadian and Chinese jade is carved overseas.

Do you bless your products?

No, we don't bless our jade and this is for two reasons. Firstly this is an entirely individual choice that we do not want to make on our customer's 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.

How are your products packaged?

All of our web orders are packaged in matte black jewellery boxes with embossed Mountain Jade logos. They are placed inside a recyclable cardboard low-ink box and lined with recycled paper. This is then placed in a branded mailer bag, made from fully recyclable stone paper - meaning your item will literally arrive in stone. This stone bag (made from limestone, not trees) is 100% sustainable, recyclable, commercially compostable and photodegradable. Included in the order is a meaning card, artist profile, and receipt.

Will my pendant come with a cord or chain?

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

Do 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.

Can I view a carving from the website, in one of your stores?

The products on our website live somewhere else (not in store) and logistically it can be difficult to do this. However, we always do our best to be helpful and if you've seen something and are in Rotorua and simply must see it, then get in touch and we will do our best. Please understand this isn't always possible though.

Shipping & Returns

Can I return my order for a refund ?

For full details of our returns policy please visit our returns page.

How do 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.

I've not received my order. What do I do?

We recommend you allow 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.

Do 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.

When 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.

Will 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. Be mindful also that it will be the recipient of the goods who will be asked to pay any fees upon delivery, so consider this when ordering gifts.

What are your shipping speeds and costs?

We have a whole page dedicate to this, which you can visit here.

Which countries do you deliver to?

We ship to virtually every country in the world, with very little exception. We are unable to ship to Russia due to import restricts and a small number of countries in the Middle East.

Can I cancel my order?

Yes you can, as long as it hasn't already shipped. Get in touch and let us know your order number, and we will do the rest.

Our Promise

Each of our pieces are hand finished to the highest level.

That means smooth lines, soft finishes, no scratches and no cuts. Our products are individual and unique, with merits and quirks helping to shape their stories. We’re over-finishers, everything’s made the hard way.

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