Customer Service & Shipping
Within New Zealand:
We use a careful, cost effective courier company within NZ.
All items are have online tracking and require a signature.
Once we send your parcel, we will email you with its tracking number.
Please provide a contact telephone number on your order for the courier.
Orders over $275: FREE NZ shipping
Orders between $100 and $275:
$5.00 Urban Courier within NZ (non-rural address, city or town address)
$9.00 Rural Delivery Courier within NZ ((RD) addresses)
Orders under $100:
$7.50 Urban Courier within NZ (non-rural address, city or town address)
$11.00 Rural Delivery Courier within NZ ((RD) addresses)
The courier will not leave your parcel without a signature. If no one is at home during the day, please consider sending to your workplace.
If no one is available to sign for the parcel, the courier will leave a card for collection or re-delivery arrangements. You may us give special instructions to for the courier leave your parcel, but this will be at your own risk.
The courier can deliver to PO boxes.The Post Office may leave a collection card in your PO Box.
International:
Australia (Zone A)
We send by International Courier.
3-6 working days. Online tracking. Signature delivery. No PO Boxes.
Orders over NZD $350.00: FREE International Courier to Australia
Orders under NZD $350.00: NZD $29.50 International Courier to Australia
South Pacific & Asia (Zone C)
FREE South Pacific & Asia shipping on orders over NZD $395
Orders under NZD $395: International Courier NZD $39.75
5-6 working days. online tracking, signature delivery, no PO Boxes
UK, Europe & US (Zone C & D)
FREE UK, Europe & US shipping on orders over NZD $395
Orders under NZD $395: International Courier NZD $68.75
5-6 working days. online tracking, signature delivery, no PO Boxes
When will you make my order?
Your Sparrowhawk Leather piece will be custom made to your order.
Fiona cannot commence making your piece until we receive your payment.
Once your payment has been received, Fiona will confirm with you an approximate completion date. We will make every effort to ensure this date is the within the time frame stated on the website for that piece.
If we think your order will take longer than the stated time-frame, we will email you (or telephone if you are in New Zealand) to let you know and give the option of cancelling your order. If this is your choice, and you advise you wish to cancel within 2 days of us sending our email, we will cancel your order and refund your payment in full.
Once Fiona been completed your order, you will receive an email with your shipping details including your Tracking Number.
When will my order be delivered?
Within New Zealand: Sparrowhawk Leather parcels are sent using NZ Post Courier. They aim for next day delivery for Metropolitan door to door within the North Island and 48 hour delivery to the South Island. It may be a little longer for rural delivery as this is often dependent on the Rural Post contractor.
We will email you your tracking number when your parcel has been sent. You will be able to trace your parcel accessing the NZ Post website track and trace option.
International: Sparrowhawk's overseas parcels are sent with DHL Express.
You will receive a email from DHL's system when we send your order with DHL's Tracking Number.
How can I pay?
Within New Zealand: You can pay by Credit Card, PayPal or AfterPay through this website, or by Bank Transfer.
Overseas: You can pay by Credit Card or PayPal through this website.
Cancellations
All Sparrowhawk Leather pieces are custom made to order.
Fiona will start making your order once your payment has been made. You can not cancel your order.
The only exception is where we advise you by email that is likely your order will take longer that the time frame for that piece as stated on our website. In this situation we will give you the option of cancelling your order. If this is your choice, and you advise you wish to cancel within 24 hours of us sending our email, we will cancel your order and refund your payment in full.
Changes
Once Fiona has commenced making your order, there are certain stages as which we can not make changes to the colour or finish.
However, you may contact us by phone or email, and if Fiona can accommodate your changes, she will. There is likely to be an addiitonal charge for upgrade of materials (e.g. from Tannery Finished to Hand Finished), additional embossing or nameplate. If Fiona is able to make changes to your order, this may result in a delayed completion.
We will try to help as best as we can, but this is not always possible.
Consumer Guarantee
Sparrowhawk Leather complies with the New Zealand Consumer Guarantees Act Link - http://www.consumeraffairs.govt.nz/for-consumers/law/consumer-guarantees-act .
This means we guarantee your Sparrowhawk Leather piece will do what it is made to do, for a reasonable length of time given reasonable use and leather care.
Your Sparrowhawk Leather piece will match the online photograph and descriptions on our website, except for the natural variations found in leather, through hand dyeing, and any customisation that you have requested. i.e. colour. Please be aware that it is difficult to colour match online photographs exactly to the leather colour, and colours may appear differently on different devices. Your leather piece will give you a reasonable amount of service given reasonable use and leather care.
If there is a problem with your Sparrowhawk Leather piece, please contact us. If your piece has been used in a reasonable fashion for its function, and you have taken care of the leather, in most circumstances we will repair your piece free of charge.
Thank you.
Fiona Ritchie, Leather Artisan, Sparrowhawk Leather
