Shipping policy

 

Shipping Policy

Order Processing Times

 • Processing vs. Shipping Times: Order processing times are separate from shipping times.

• Processing Time: All orders are processed within 1 to 2 business days (excluding weekends and holidays) after receiving your order confirmation email.

• Ready-Made Items: Dispatched within 1-2 days of processing.

• Made-to-Order or Out-of-Stock Items: May take 2-6 weeks to be ready.

• Shipping Notification: You will receive a notification when your order has shipped.


Shipping Carriers and Delays

 • Carriers: We ship with DHL Express for international orders and New Zealand Courier Post for domestic deliveries. Both services offer reliable, trackable shipping.

• Potential Delays: While we aim to ship your order as quickly as possible, delays may occur due to factors beyond our control—such as seasonal volume spikes, customs inspections, courier disruptions, or severe weather.

Please note: All delivery timelines provided are estimates only. Jens Hansen Gold & Silversmith Limited cannot be held liable for shipping delays or for any consequential losses or costs (e.g. missed events, travel, or appointments) resulting from such delays. If your order is time-sensitive, we recommend contacting us before purchase to discuss the best shipping option.


In-Store Pickup

 • Free Local Pickup: Skip shipping fees with free local pickup at our Nelson, New Zealand store.

• Pickup Process: Select local pickup at checkout, and we will email you when your order is ready, along with instructions.

• Pickup Hours: Monday to Friday, 9am-5pm; Saturday, 9am-2pm. Please bring your order confirmation email when you come.


International Shipping

 • Availability: We offer international shipping to many countries. Destination availability can be confirmed at checkout.

• Shipping Charges: Calculated and displayed at checkout.

• Import Duties and Taxes: Your order may be subject to import duties, tariffs and taxes (including VAT) once it reaches your destination country. These charges are your responsibility.   You may sometimes be contacted by the carrier before the package arrives to confirm any details required if a customs entry process is applicable, such as your Tax or Social Security Number, or National ID.

• Refusal of Delivery: You must accept delivery of your package. Refusing delivery—including failing to pay requested customs duties or taxes—is not a valid method of return.

  • Custom/Engraved Items: These are final sale. Refusing delivery will not result in a refund, and you may be billed for costs incurred to return the item to us.

  • Standard Items: If you refuse a returnable item, we will deduct all return shipping costs, non-refundable duties, and administrative fees from your eligible refund once the item is successfully returned to us.

 

Order Status

 • Tracking: When your order ships, you will receive an email with a tracking number. Please allow 48 hours for tracking information to become available.

• Delayed Orders: If you haven’t received your order within 21 days of receiving your shipping confirmation email, contact us at support@jenshansen.com with your name and order number.


Shipping to P.O. Boxes

 • APO/FPO and P.O. Boxes: We are unable to deliver to APO/FPO or PO Boxes outside of New Zealand.


Refunds, Returns, and Exchanges

• Return Policy: We generally accept returns of non-custom engraved items if notified within 14 days of delivery, provided the item is unused and in its original condition. You must first accept delivery of the item to initiate a return. Refunds will be the full order amount minus any handling costs, original shipping costs, and return fees.

• Damaged Items: If your order arrives damaged, please email support@jenshansen.com with your order number and a photo of the item’s condition. We handle these on a case-by-case basis and aim to find a satisfactory solution.

• Full Policy: Please see our full refund and return policy here.


Contact Us

 • Questions?: If you have any further questions, please contact us at support@jenshansen.com