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Shipping Policy
Effective Date: June 1, 2026
Thank you for visiting and shopping at KOHUMARU TAONGA www.kohumarutaonga.com. We are dedicated to crafting soothing scents for your cozy home and to providing a seamless shopping experience. This Shipping Policy explains how we deliver your handcrafted fragrances to your doorstep. We encourage you to read this policy carefully to understand our shipping methods, timelines, and costs before placing an order.
Our company details are as follows:
- Company Name: KOHUMARU TAONGA LIMITED
- Website: www.kohumarutaonga.com
- Contact Email: vossin@kohumarutaonga.com
- Address: 233 Tipatipa Road, Kaeo, Northland 0479, New Zealand
- Phone: +64 9 4050397
1. Processing Time
We take great care in preparing your order. All orders are processed and packed within 1-3 business days (Monday to Friday, excluding weekends and public holidays) after we receive a cleared payment. Orders placed on weekends or public holidays will be processed on the next business day.
During periods of high demand, such as holiday seasons or major sales, processing times may be slightly longer. If a significant delay is anticipated, we will notify you via email.
2. Shipping Methods, Destinations & Estimated Delivery Times
We are proud to serve customers worldwide. Your orders are shipped via reliable carriers such as local postal services or international couriers (e.g., DHL, FedEx). The specific carrier and service level may vary depending on your location and order value.
Below is a general guideline for shipping times. Please note these are estimates, not guarantees, and do not include our initial order processing time of 1-3 business days:
| Destination Region | Standard Shipping | Express Shipping (if available) |
|---|---|---|
| New Zealand | 3-7 business days | 1-3 business days |
| Australia | 7-14 business days | 3-5 business days |
| United States & Canada | 10-20 business days | 5-10 business days |
| United Kingdom & Europe | 10-18 business days | 4-8 business days |
| Asia Pacific | 7-15 business days | 3-7 business days |
| Rest of World | 14-30 business days | 7-15 business days (inquiry needed) |
Important Notes:
- Delays: Delivery times can be affected by factors outside our control, including customs clearance procedures (for international orders), weather events, carrier delays, or local disruptions. These are not grounds for refunds or cancellations for the shipping service itself.
- International Customers: You are the importer of record and may be subject to import duties, taxes (like VAT or GST), and handling fees levied by your country’s customs authorities. These charges are not included in the item price or shipping cost. We are not responsible for these fees, and their payment is solely your responsibility. Please contact your local customs office for more information.
3. Shipping Costs
Our website calculates shipping charges based on your shipping address and the weight/dimensions of your order. The shipping cost will be displayed at checkout before you complete your purchase. We offer the following:
- Free Standard Shipping: Currently, we proudly offer free standard shipping on all orders for many regions. This will be automatically applied if eligible at checkout.
- Flat Rate / Calculated Shipping: For locations where free shipping is not applicable, or for expedited services, shipping is calculated at checkout.
4. Order Tracking
Once your order ships, you will receive a shipment confirmation email containing your tracking number and a link to track your package on the carrier’s website.
You can also log into your account on our website www.kohumarutaonga.com to view the status of your order and any available tracking information.
5. Shipping Address & P.O. Boxes
It is your responsibility to ensure the shipping address you provide is complete and accurate. Double-check your address, including apartment/suite numbers, before submitting your order.
We ship to standard residential and commercial addresses. We can also ship to most P.O. Boxes using standard postal services. However, Express shipping services are typically NOT available for P.O. Box addresses. Please select the standard shipping option for P.O. Box deliveries.
What if the address is wrong?
If you realize you’ve entered an incorrect address immediately after placing the order, please email us at vossin@kohumarutaonga.com as soon as possible. If the order has not been processed for shipping, we may be able to correct it. Once an order is shipped to an incorrect address provided by the customer, we cannot be held responsible for the loss or mis-delivery. Reshipment will be at the customer’s expense.
6. Missing, Lost, or Stolen Packages
- “In Transit” but Delayed: Please use the provided tracking number. Carriers sometimes experience delays, and the package may still be on its way.
- “Delivered” but Not Received: First, check around your property with family, neighbors, or building management. If it cannot be found, please contact your local carrier/post office directly with the tracking number for a more detailed investigation. If they confirm loss, please contact us, and we will assist you in filing a claim with the carrier.
- Stolen from Property: We are not liable for packages that are confirmed as “delivered” by the carrier’s tracking system and subsequently stolen. Please ensure a secure delivery location.
We recommend selecting a shipping method that requires a signature for delivery if you are concerned about package security. Upon request and availability, we can add this service for an additional fee.
7. Damaged or Incorrect Items in Shipment
We take great care in packaging our fragrances to prevent damage. However, if your order arrives with damaged products or you received the wrong item, please follow these steps:
- Contact Us Immediately: Email vossin@kohumarutaonga.com within 7 days of delivery.
- Provide Evidence: Include your order number and clear photos/video showing the damage to both the product and its outer packaging.
- Resolution: We will investigate and arrange for a replacement or refund as applicable. Do not discard the damaged item or its packaging until instructed.
For full details on our refund and return procedures, please refer to our Refund and Returns Policy.
8. Order Changes & Cancellations
We process orders quickly to serve you better. If you need to change or cancel an order, please email us immediately at vossin@kohumarutaonga.com. We can only accommodate changes or cancellations if the order has not yet been processed for shipping. Once the order status changes to “Shipped” or “Fulfilled,” we are unable to make changes or stop the shipment.
9. Unshippable & Undeliverable Orders
Occasionally, a package may be returned to us by the carrier as “undeliverable” due to reasons such as an incomplete/incorrect address, failed delivery attempts, or refusal by the recipient. If this occurs:
- We will notify you via email.
- You will be refunded for the cost of your items, but the original shipping cost is non-refundable.
- If you still wish to receive the items, we can re-ship the order. You will need to place a new order and pay the shipping fees again.
10. Contact Us
If you have any questions about our Shipping Policy, please contact our customer service team:
- Email: vossin@kohumarutaonga.com
- Address: KOHUMARU TAONGA LIMITED, 233 Tipatipa Road, Kaeo, Northland 0479, New Zealand
- Phone: +64 9 4050397
We strive to respond to all inquiries within 1-2 business days. Thank you for choosing KOHUMARU TAONGA to bring warmth and memorable moments into your home. We appreciate your trust and look forward to serving you.