Frequently asked questions
At Hurlestone we want to be as helpful as possible to our customers, so our FAQs provide information to make your purchasing decisions easier
For more detailed information please read through our Terms and Conditions.
Covid-19 International Mail Restrictions
As at June 2020, packages from New Zealand cannot be sent via air post or courier to some countries so I have temporarily removed them from the checkout. As postal and courier services are reinstated, I will add them back in.
Due to problems with airfreight capacity and other restrictions for those countries receiving international packages, there will be delays in getting them to you. Thank you for your patience :-)
Can I request a customisation*?
Yes, you can. For example, if you want the two pen pouch size but want to have three pen slots in it; if you want to have a two or four pen pouch made shorter for your short/small pens in your collection; or you might want a different colour velvet to line your pouch.
If you want to customise* one of our products please contact me via the site email email@example.com to discuss your requirements.
*Customisations may incur an extra charge depending on complexity and size
Can you clip pens to the pen pouches?
Yes - If you like use your pen clips when storing your pens you can do this with any of our pen pouches.
What currency does your shop use?
All prices and postage is in New Zealand Dollars (NZD) NZ$. You can use a currency calculator online to estimate the cost of your items in your currency.
What are the payment options?
We accept payments via Stripe (Visa, Mastercard, American Express), PayPal and direct bank deposit.
Payments are processed via Stripe's secure payments gateway system to ensure high levels of payment security and are subject to Stripe's terms and conditions.
Click the following link for Stripe's terms and conditions:
Payments are processed via PayPal's secure payments gateway system to ensure high levels of payment security and are subject to PayPal's terms and conditions.
Click the following link for PayPal's terms and conditions:
How is my purchase packaged?
Your purchase is wrapped and securely packaged. We use New Zealand made packaging where we can and try to be as considerate to the environment as possible.
Currently we use cardboard boxes that are robust and designed for posting, pop starch as protective fill, and tissue paper to wrap your items:
- The cardboard boxes are New Zealand made and are recyclable.
- The pop starch protective fill is New Zealand made and environmentally friendly. It is made from sustainable renewable materials and is 100% compostable and biodegradable. It can be dissolved in water or thrown out on the grass to biodegrade over a short period of time. It is not harmful to animals, bird life, and is non-toxic in the marine environment. It can be reused and recycled through the same waste stream as paper and cardboard.
- The tissue paper is reusable and recyclable.
- The packing tape, stickers, and ribbon are not currently recyclable in New Zealand.
What are the delivery options?
The cost of shipping includes all applicable insurance, packaging and postage costs for a single item. A small charge may be added for additional items ordered to cover costs. All shipping costs are in New Zealand dollars (NZD). Costs for domestic (New Zealand) shipping includes GST.
Our shipping rates apply to personal orders up to a maximum package weight of 250g. If you have special requirements for the delivery of your order or wish to submit a large quantity order please contact us at firstname.lastname@example.org to discuss options. Other shipping options or those for larger orders are likely to incur further cost.
International orders with a value over $250.00 (NZD) may be subject to additional insurance costs if sent via Air Post - if you are placing a high value order it is recommended to select the Courier option. If you are unsure about the cost of delivery please contact me at email@example.com.
There is no extra charge for Rural Delivery however, please allow a few extra days for your parcel to arrive.
We ship to street or business physical addresses only - unless by prior arrangement.
As soon as your order is processed we will pack and ship it. We know you don't like to wait too long so we try to get your order processed and on its way within 1-2 business days. If there is likely to be a significant delay in processing your order we will let you know. You order will only be processed once the full amount due is paid and it is accepted by us.
If your order is shipped using a tracked option or courier we will send you the tracking information upon dispatch. Tracking is provided unless this service is not available. Courier option is not available for some countries.
Domestic (New Zealand) shipping options
All domestic shipping is sent using tracked services from Rangiora. A tracking link is sent as soon as your parcel is ready to go.
- $7.00 Air Post tracked anywhere in New Zealand.
- $9.00 Courier no signature anywhere in New Zealand.
- Free pickup Rangiora only.
- $15.00 Air Post tracked anywhere in Australia.
- $31.00 Courier no signature anywhere in Australia.
Delivery in normal circumstances is usually 1 to 3 business days for both options. Please refer to the following link for more details: https://www.nzpost.co.nz/personal/sending-within-n...
International shipping options
We ship to the following countries: American Samoa, Argentina, Austria, Belgium, Brazil, Cambodia, Canada, Chile, China - People's Republic of (temporarily unavailable due to suspension of service by NZ Post), Cook Islands, Costa Rica, Croatia, Czech Republic, Denmark, Fiji, Finland, France, Germany, Greece, Hong Kong, Hungary, India, Indonesia, Ireland, Italy, Japan, Korea - Republic of (South), Luxembourg, Macau, Malaysia, Mexico, Monaco, Netherlands, New Caledonia, Norfolk Island, Norway, Philippines, Poland, Portugal, Russian Federation (courier to business addresses only), Samoa, Singapore, South Africa, Spain, Sri Lanka, Sweden, Switzerland, Taiwan, Thailand, Tonga, Turkey, United Kingdom, United States of America, Vanuatu, Vietnam.
- $23.00 Air Post tracked ($20.00 not tracked for those countries where tracking is not available).
- $55.00 Courier no signature.
Delivery in normal circumstances is usually 6 to 10 business days for Air Post options and 2 to 6 business days for Courier. Please refer to the following link for more details: https://www.nzpost.co.nz/personal/sending-internat.
What happens if my order does not arrive?
If your order does not arrive within a reasonable period of time based on the information above please contact us.
For the majority of countries, packages are sent via tracked air post or courier (if selected) so in the event of your package failing to arrive within a reasonable time frame, we will be able to investigate it for you.
If you are concerned that your package may not arrive at its destination we recommend you choose the Courier option at checkout.
What is your return policy?
We stand behind all of our products. If there is a problem with something you bought from us please let us know by completing our Contact Form or emailing us directly at firstname.lastname@example.org outlining the problem and we will investigate it for you.We do not have to provide a refund, repair, or replacement if:
- You have changed your mind about a purchase.
- You cause the problem either by accident or on purpose.
- You do not follow the advice about the product's use or care.
- You go to someone else for repairs before coming to us.
If the goods are faulty we will meet our obligations under the Consumer Guarantees Act (1993) of New Zealand to provide a remedy.
Whether this is a refund, repair, or replacement depends on how bad the problem is and whether a fault can be repaired, or if a replacement is available.
Faulty item returns must be sent back to us within 7 days of receipt for New Zealand orders and within 10 days of receipt for International orders.
- Your name.
- Your address.
- Your preferred contact telephone/mobile number.
- Your email.
- Your desired remedy (refund, repair, or replacement).
- Your description of the fault.
Do you offer gift cards?
No, not at this time.
Are the colours of the items correct?
As a small business we take all our own photographs. While we try to ensure the colours of the items are correct, we cannot guarantee colour correctness in relation to the screen type, browser, or software you are using. We have included some situational photographs in our Gallery that were taken in different circumstances which may be helpful to you when making your decision.
Can I buy the pens and ink shown in the photos?
The pens and ink are from my own collection and are used to showcase the products only. They are not for sale or included with the products when you purchase them.
I can't find some of the colour options from the gallery photos in the shop. Can I still buy them?
You may see different colour options in some of our photographs. From time to time some of these colour options may not appear in the shop because they are either historical products no longer offered or are currently in production and will be offered in the shop once stock is made. All our items are handmade so it takes time to design, cut, and sew new items.
If an item is out of stock it is notified in the shop.
Keep an eye on our social media channels for new product or colour announcements