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.


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 hurlestone@yahoo.com to discuss your requirements.

*Customisations may incur an extra charge depending on complexity and size

Custom short 4 pen pouch
Custom Georgie 3 pen pouch

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 NZD (New Zealand dollars). 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:
https://stripe.com/nz/legal

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:
https://www.paypal.com/nz/weba...

Stripe logo
PayPal Logo

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.
Packaging contents

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 of 2kg. If you have special requirements for the delivery of your order or wish to submit a large quantity order please contact us at hurlestone@yahoo.com to discuss options. Other shipping options or those for larger orders are likely to incur further cost.

There is no extra charge for Rural Delivery however, please allow a few extra days for your parcel to arrive.

We ship to street addresses only.

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.

Domestic (New Zealand) shipping options
All domestic shipping is sent on 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 - local pickup in Rangiora only (does not include packaging)

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: Afghanistan, Albania, Algeria, American Samoa, Andorra, Angola, Anguilla, Antigua and Barbuda, Argentina, Armenia, Aruba, Australia, Austria, Azerbaijan, Bahamas, Bahrain, Bangladesh, Barbados, Belarus, Belgium, Belize, Benin, Bermuda, Bhutan, Bolivia, Bosnia and Herzegovina, Botswana, Brazil, British Indian Ocean Territory, Brunei Darussalam, Bulgaria, Burkina Faso, Burundi, Cambodia, Cameroon, Canada, Cape Verde, Cayman Islands, Central African Republic, Chad, Chile, China - People's Republic of, Christmas Island, Cocos Islands, Colombia, Comoros, Cook Islands, Costa Rica, Côte d'Ivoire, Croatia, Cuba, Cyprus, Czech Republic, Denmark, Djibouti, Dominica, Dominican Republic, Ecuador, Egypt, El Salvador, Equatorial Guinea, Eritrea, Estonia, Ethiopia, Falkland Islands, Faroe Islands, Fiji, Finland, France, French, French Polynesia, French Southern Territories, Gabon, Gambia, Georgia, Germany, Ghana, Gibraltar, Greece, Greenland, Grenada, Guadeloupe, Guam, Guatemala, Guernsey, Guiana, Guinea, Guinea Bissau, Guyana, Haiti, Holy See (Vatican City State), Honduras, Hong Kong, Hungary, Iceland, India (see below for available courier city destinations), Indonesia, Iran, Iraq, Ireland, Isle of Man, Israel, Italy, Jamaica, Japan, Jersey, Jordan, Kazakhstan, Kenya, Kiribati, Korea - Democratic People's Republic of (North), Korea - Republic of (South), Kuwait, Kyrgyzstan, Laos People's Democratic Republic, Latvia, Lebanon, Lesotho, Liberia, Liechtenstein, Lithuania, Luxembourg, Macau, Macedonia, Madagascar, Malawi, Malaysia, Maldives, Mali, Malta, Marshall Islands, Martinique, Mauritania, Mauritius, Mayotte, Mexico, Moldova, Monaco, Mongolia, Montserrat, Morocco, Mozambique, Myanmar, Namibia, Nauru, Nepal, Netherlands, Netherlands Antilles, New Caledonia, Nicaragua, Niger, Nigeria, Niue, Norfolk Island, Northern Mariana Islands, Norway, Oman, Pakistan, Palau, Panama Republic, Papua New Guinea, Paraguay, Peru, Philippines, Pitcairn Island, Poland, Portugal, Puerto Rico, Qatar, Reunion, Romania, Russian Federation, Saint Helena, Saint Kitts-Nevis, Saint Lucia, Saint Pierre and Miquelon, Saint Vincent and Grenadines, Samoa, San Marino, São Tomé and Principe, Saudi Arabia, Senegal, Seychelles, Sierra Leone, Singapore, Slovakia, Slovenia, Solomon Islands, South Africa, South Georgia, Spain, Sri Lanka, Sudan, Suriname, Swaziland, Sweden, Switzerland, Taiwan, Tajikistan, Tanzania, Thailand, Timor Leste, Togo, Tokelau, Tonga, Trinidad and Tobago, Tunisia, Turkey, Turkmenistan, Turks and Caicos Islands, Tuvalu, Uganda, Ukraine, United Arab Emirates, United Kingdom, United States of America, Uruguay, Uzbekistan, Vanuatu, Venezuela, Vietnam, Virgin Islands (British), Virgin Islands (USA), Wallis and Futuna, Yemen, Zambia, Zimbabwe.

Zone A (Australia)

  • $11.00 Air Post (not tracked) anywhere in this country.
  • $31.00 Courier (no signature) anywhere in this country.

Zone B (American Samoa, Cocos Islands, Cook Islands, Fiji, French Polynesia, Kiribati, Nauru, New Caledonia, Niue, Norfolk Island, Samoa, Solomon Islands, Tokelau, Tonga, Tuvalu, Vanuatu, Wallis and Futuna)

  • $15.00 Air Post (not tracked) anywhere in these countries.
  • $51.00 Courier (no signature) anywhere in these countries.

Zone C (Brunei Darussalam, Cambodia, China - People's Republic of, Guam, Hong Kong, Indonesia, Japan, Korea - Democratic People's Republic of (North), Korea - Republic of (South), Laos People's Democratic Republic, Macau, Malaysia, Marshall Islands, Myanmar, Northern Mariana Islands, Palau, Papua New Guinea, Philippines, Singapore, Taiwan, Thailand, Timor Leste, Vietnam)

  • $17.00 Air Post (not tracked) anywhere in these countries.
  • $53.00 Courier (no signature) anywhere in these countries.

Zone D (Andorra, Austria, Belgium, Bosnia and Herzegovina, Bulgaria, Canada, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Faroe Islands, Finland, France, Germany, Gibraltar, Greece, Guernsey, Holy See (Vatican City State), Hungary, Iceland, Ireland, Isle of Man, Italy, Jersey, Latvia, Liechtenstein, Lithuania, Luxembourg, Macedonia, Malta, Monaco, Netherlands, Norway, Poland, Portugal, Romania, San Marino, Slovakia, Slovenia, Spain, Sweden, Switzerland, United Kingdom, United States of America)

  • $18.00 Air Post (not tracked) anywhere in these countries.
  • $55.00 Courier (no signature) anywhere in these countries.

Zone E (Afghanistan, Albania, Algeria, Angola, Anguilla, Antigua and Barbuda, Argentina, Armenia, Aruba, Azerbaijan, Bahamas, Bahrain, Bangladesh, Barbados, Belarus, Belize, Benin, Bermuda, Bhutan, Bolivia, Botswana, Brazil, British Indian Ocean Territory, Burkina Faso, Burundi, Cameroon, Cape Verde, Cayman Islands, Central African Republic, Chad, Chile, Christmas Island, Colombia, Comoros, Costa Rica, Côte d'Ivoire, Cuba, Djibouti, Dominica, Dominican Republic, Ecuador, Egypt, El Salvador, Equatorial Guinea, Eritrea, Ethiopia, Falkland Islands, French, Guiana, French Southern Territories, Gabon, Gambia, Georgia, Ghana, Greenland, Grenada, Guadeloupe, Guatemala, Guinea Bissau, Guinea, Guyana, Haiti, Honduras, Iran, Iraq, Israel, Jamaica, Jordan, Kazakhstan, Kenya, Kuwait, Kyrgyzstan, Lebanon, Lesotho, Liberia, Madagascar, Malawi, Maldives, Mali, Martinique, Mauritania, Mauritius, Mayotte, Mexico, Moldova, Mongolia, Montserrat, Morocco, Mozambique, Namibia, Nepal, Netherlands Antilles, Nicaragua, Niger, Nigeria, Oman, Pakistan, Panama Republic, Paraguay, Peru, Pitcairn Island, Puerto Rico, Qatar, Reunion, Russian Federation, Saint Helena, Saint Kitts-Nevis, Saint Lucia, Saint Pierre and Miquelon, Saint Vincent and Grenadines, São Tomé and Principe, Saudi Arabia, Senegal, Seychelles, Sierra Leone, South Africa, South Georgia, Sri Lanka, Sudan, Suriname, Swaziland, Tajikistan, Tanzania, Togo, Trinidad and Tobago, Tunisia, Turkey, Turks and Caicos Islands, Turkmenistan, Uganda, Ukraine, United Arab Emirates, Uruguay, Uzbekistan, Venezuela, Virgin Islands (British), Virgin Islands (USA), Yemen, Zambia, Zimbabwe)

  • $19.00 Air Post (not tracked) anywhere in these countries.
  • $55.00 Courier (no signature) anywhere in these countries.

Zone E (India)

  • $19.00 Air Post (not tracked) anywhere in this country.
  • $55.00 Courier (no signature) to the following major cities only:

Agartala, Agra, Ahmedabad, Aizawl, Ajmer, Allahabad, Alwaye, Ambala, Amritsar, Aluvay, Auranbad, Bangalore, Bareilly, Belgaon, Bhopal, Bhubaneshwar, Bombay, Calcutta, Callicut, Chandigharh, Coimbatore, Cuttack, Dehradun, Delhi, Dhanbad, Dibrugarh, Faridabad, Gangtok, Goa, Gorakhpur, Gulburga, Gurgaon, Guwahati, Gwallor, Hosur, Howrah, Hublidharwab, Hyderabad, Imphal, Indore, Jaipur, Jammu, Jamshedpur, Johdpur, Jorhat, Jullundar, Kanchipuram, Kanpur, Kochi, Kolan, Kottayam, Lucknow, Ludhiana, Madras, Mangalore, Meerut, Moradabad, Mumbai, Mysore, Nagpur, Nasik, Panaji, Panipat, Patna, Pondicherry, Pune, Raipur, Rajkot, Ranchi, Salem, Shillong, Shimla, Silchar, Siliguri, Srinagar, Surat, Thiruananthapuram, Tirupati, Tirupur, Trichur, Trichy, Udaipur, Udupi, Vadodara, Varanasi, Vijayawada and Visakhapatnam.


Delivery in normal circumstances is usually 3 to 10 business days for Air Post and 2 to 6 business days for the Courier option. 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. 

If your package was couriered or tracked we will be able to investigate it for you, however, if your package was sent Air Post (not tracked) we will try to help but cannot offer any guarantee of being able to locate it.

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 hurlestone@yahoo.com 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.

Return faulty items in a manner of delivery that can be traced to Hurlestone, 54 Kensington Avenue, Rangiora, 7400, New Zealand, and send us an email at hurlestone@yahoo.com advising us of the following:
  • Your name.
  • Your address.
  • Your preferred contact telephone/mobile number.
  • Your email.
  • Your desired remedy (refund, repair, or replacement).
  • Your description of the fault.
Purchase handling, postage, packaging, and delivery costs are non-refundable and return shipping and shipping costs are the customer's responsibility. Return delivery of a faulty item remains the responsibility of the customer until it reaches Hurlestone.

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

 

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