Frequently Asked Questions

Answers to commonly asked questions around Shipping, Insurance, Customer Service and Orders.

I live overseas and would love to order a product, how much is your shipping and insurance?

UPDATE April 2021.  Due to the current volatile shipping market we have had to revisit how we handle our overseas shipping charges.  Any order placed with us, with an overseas address entered, will now have shipping charged separately, prior to sending your pounamu pendant.  Placing of your order denotes acceptance of this additional shipping charge.

We will advise you when your order is ready for despatch and email you the shipping order to be paid prior to sending.  Due to current coronavirus issues around the world we cannot give an estimate to the arrival time.

Please note that as each country has different regulations regarding Sales Duty/Tax, Takutai Rere Jade are not responsible for any additional charges that may be incurred upon arrival in to your country.

I've put my order through, but have changed my mind about what I actually want, what can I do?

We process orders as soon as they come to us. Once you have paid for your Jade (Pounamu) piece online, your order is considered final, so please choose carefully.  At our discretion, if you contact us immediately after your order placement to select another available piece, we will do our best to accommodate your change.  Please phone or sms for fastest response.

There's a problem with my Pounamu (Jade) piece, what are my options and how do I return it?

We are sorry that there is a problem with your piece.  We really value the opportunity to ‘put right’ any issue.  Firstly, all our work  is governed under the Consumer Guarantees Act 1993.  We ask that you contact us as soon as you receive your piece and let us know what the issue is.  Then we can work together to resolve it!  If the piece requires returning to us, we’ll ask you to take care of the shipping/insurance to expedite the return and will reimburse should the issue prove to be our error.