Frequently Asked Questions

Frequently asked questions

How long will my order take?

We process orders within 1–2 business days, and delivery takes a further 7–14 business days. Most orders arrive within 8–16 business days of purchase. You will see an estimated dispatch date on the product page before you buy.

How much is shipping?

Shipping is free on every order, anywhere in New Zealand, with no minimum spend. Rural addresses included.

Where do your products come from?

Our products are made to order by our overseas production partners and shipped directly to you. That is why delivery takes longer than a local warehouse would — and it is also why we can offer these prices.

How do I track my order?

We email you a tracking link as soon as your parcel is dispatched. You can also track any order at amberdale.co.nz/apps/parcelpanel using your order number.

Tracking can take 2–5 days to show its first update. That gap is normal and does not mean anything is wrong.

My tracking hasn't moved. Is something wrong?

Almost always, no. Tracking updates in steps rather than continuously, and there can be several days between scans while a parcel is in transit. If your order has not arrived within 20 business days of dispatch, email us and we will trace it.

Can I change or cancel my order?

Yes, if it has not yet been dispatched. Email us as soon as possible with your order number. Once an order has shipped, our 30-day return process applies instead.

What if I change my mind?

You have 30 days from delivery to return any unused item in its original condition for a full refund. Return postage is at your cost for change-of-mind returns.

What if my item is faulty or not as described?

Then it is covered by the Consumer Guarantees Act 1993 and we cover everything — including return shipping. Email us with your order number and a photo of the problem and we will sort it out.

How long do refunds take?

We issue refunds within 3 business days of receiving your return. Your bank then typically takes a further 5–10 business days to show the money.

Which payment methods do you accept?

Visa, Mastercard, American Express, Apple Pay and Google Pay. All payments are processed over an encrypted connection and we never see your full card number.

Will I have to pay GST or customs charges?

No. For orders under NZ$1,000 — which covers almost everything we sell — GST is collected at checkout and there is nothing further to pay on delivery.

My order arrived in two parcels. Is that normal?

Yes. Orders with several items are sometimes shipped separately, each with its own tracking number, and may arrive a few days apart. You are never charged extra for this.

Do the products look exactly like the photos?

Very close, yes. Because items are individually made, small variations in colour, texture and finish are normal — it is part of the character of a handmade piece rather than a fault.

How do I contact you?

Email amberdalesupport@gmail.com. We answer every message within one business day, Monday to Friday.