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Timber Arts Mailing List

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INFORMATION

Frequently Asked Questions

Are your products New Zealand made?

Is the photo on the web site the actual item I will receive?

What is the finish on your products?

What form of payment do you accept?

How long will my purchase take to arrive?

What happens if my parcel is lost or damaged in delivery?

What if I would like to return something I have purchased?

Am I likely to encounter any problems with importing a wooden product into my country?

Customs Fees and Import Duties on international orders?

New Zealand GST

Do you have a shop I can visit?

Privacy

Trademark



Are your products New Zealand made?

Yes.  All our items are handcrafted in our workshop, from beginning to end, by our own artisans.

 

Is the photo on the web site the actual item I will receive?

The items displayed are representative only.  Wood being the natural material that it is, varies greatly in grain and colour.  However, as these are an important part of our designs, the timbers used for each product are carefully selected so that a consistency of appearance to that portrayed in our online catalogue, is, as far as possible, maintained. 

The only major change in appearance may occur where the item features wood of the Rewarewa tree.  Rewarewa is the most distinctive New Zealand native wood, being silvery pinkish brown to dark reddish to purplish brown with very prominent medullary rays.

These medullary rays can be either close grained or widely spaced and examples of both can be seen in the pictures on our website.  If you choose a product where Rewarewa is a prominent timber and you have a preference for either close or widely spaced grain, just let us know at the time of purchase in the comments section of the order form and we will do our best to accommodate your wishes.  (See also Rewarewa in 'Visit the Timber Arts Forest'.)

For items valued at over $150.00, should you wish, we will supply photos of three options of the product you intend to purchase for you to choose from.  Again, just let us know your request in the comments section of the order form.

 

What is the finish on your products?

We use a UV resistant matt lacquer finish.



What form of payment do you accept?

We use PayPal to process payments to us and these are handled on a separate and secure payment facility. Payment can be made using credit cards, debit cards if they have a Visa or MasterCard logo or customers own PayPal account.

Alternatively, payment can be made by crediting our New Zealand bank account in New Zealand dollars.  Our bank account details will be advised to you at checkout.

Whichever payment process you choose we do not have access to any of your sensitive financial information.



How long will my purchase take to arrive?   

If the item is in stock your order will be dispatched during the week it is received. 

Within New Zealand all deliveries are made by either Fastway Couriers or by New Zealand Post and delivery should be within 2 to 3 days, save for rural locations.  In these areas delivery may take a little longer.

Overseas deliveries are dispatched by International Economy Parcel Post which has a targeted delivery time of between 10 - 25 working days.  Should a faster delivery time be required please advise us and we will do our best to meet your requirements.  There will be an additional cost to cover the extra delivery cost we will incur

As you will appreciate, we are a craft business and stock levels can vary with the ebb and flow of sales and the time required to handcraft new items to replenish stock. Therefore, there may be occasions when items are not in stock.  Should you wish to pre-order a particular product just let us know and we will be in touch when it becomes available again. 

 

What happens if my parcel is lost or damaged in delivery?

This has been for us an extremely rare occurrence.  In nearly twenty years and after sending out many thousands of parcels we have only ever had problems with four parcels either going missing or arriving damaged.   However, we do know that sometimes the system does not work as it should, so we wish to reassure you that in the unlikely event of your parcel going astray, or arriving damaged, we will replace your goods as soon as possible.

Should your parcel not arrive, simply advise us and we will initiate a track and trace.  Once it is confirmed that the goods have not been delivered we will dispatch your order again.

Should your order arrive in a damaged condition, simply return the parcel to us with a note explaining what has happened and we will replace the goods as well as refund the delivery cost of your returning the parcel.

 

What if I would like to return something I have purchased?

No problem.  At Timber Arts New Zealand we appreciate that there is an element of the unknown in buying on the internet, especially from smaller firms.  We also appreciate that the selection of an item made from wood, due to the nature of the material, is often a personal one based on appearance and feel.  

We want you to be 100% happy with your purchase.  If, in the unlikely event and for any reason, it does not meet your expectations simply return it within 30 days in the condition in which it was received and we will credit the purchase price to your account in full.



Am I likely to encounter any problems with importing a wooden product into my country?

Our products have been purchased by overseas visitors to New Zealand for nearly twenty years and we have yet to learn of any problems being encountered when they have returned with their purchases to their homelands.

It is, however, the responsibility of the purchaser to ensure that the product purchased can be lawfully imported into the destination country. 



Customs Fees and Import Duties on international orders?

If your purchase is being sent to another country it may be subject to the customs fees and import duties of the country to which you have your order shipped.  These charges are the responsibility of the recipient.  

 

New Zealand GST

New Zealand GST is not charged on goods posted overseas.

 

Do you have a shop at your workshop I can visit?

We do not have a shop at our workshop but we do sell direct to customers if you would like to visit us. 

There is also the opportunity to pick up a bargain or two.  Because we have such high standards there are items which are held back from sale through our website shop or our retailers that really have very little wrong with them - in many cases the flaw is so minor to be indiscernible. However our policy is, if the finished article is not the very best, it does not go out to the shops; so a visit to our workshop may provide a pleasant surprise.

We are open during normal working hours - 8am to 4.30pm Monday to Friday .

As well as our online shop we display samples of our work at the following craft shops where you can also see items not shown online.


CraftWorld
Westgate Shopping Centre
Fernhill Drive
Westgate
Auckland
Ph: 09 831 0277
email: westgate@craftworld.co.nz
www.craftworld.co.nz

NZinque
154 - 164 Jackson Street
Petone
Wellington
Ph: 04 589 2091
email: petone@nzique.co.nz
www.nzique.co.nz


 

Privacy

The details which you advise to us being name, email address, contact phone number, delivery and/or invoice address, are held solely for the purpose of completing the sale process and for forwarding our newsletter advising of new products, should you wish to subscribe.

No information will be released to any third party unless required by law.

 

Trademark

Timber Arts New Zealand is a registered trademark, and timberarts.co.nz is the registered domain name, of Timber Arts Holdings Limited.  



 


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