Help & FAQ

Welcome to Happy Valley Honey's Help & FAQ page! We are here to answer any questions you might have about our products, orders, or services. If you can’t find the information you’re looking for, feel free to contact our friendly team—we’re always happy to assist!

General Information

Who are we?

Happy Valley Honey is proud to produce pure, natural New Zealand honey of the highest quality. From our factory and warehouse in Auckland, we deliver premium honey products directly to your doorstep. Our commitment lies in crafting ethically sourced, sustainably produced honey that represents the best of New Zealand.

What makes Happy Valley honey special?

Happy Valley honey is more than just honey—it’s handcrafted nature in a jar. From our renowned Manuka honey, with its unique antibacterial properties, to our raw honey and honeycomb, each product represents purity and quality. Every jar reflects decades of dedication to excellence, ensuring you enjoy the finest New Zealand has to offer.

Product Questions

What honey products do you offer?

We specialise in a range of honey products including:

Manuka honey (UMF™ certified)
Raw Gourmet honey
Premium honeycomb
Bee pollen
Propolis
Bee Venom
Royal Jelly
Beeswax

Explore our full range on our products page.

What is Manuka honey, and why is it special?

Manuka honey is a unique type of honey made from the nectar of the Manuka flower, found only in New Zealand. It’s known for its unique properties and wellbeing supporting benefits. Our Manuka honey is UMF™ certified, which ensures it’s tested for quality, purity, and authenticity.

How should I store my honey products?

We recommend storing your honey in a cool, dry place away from direct sunlight to maintain its natural properties. Avoid putting it in the fridge, as it may crystallise more quickly in cold temperatures.

Does honey expire?

Pure honey doesn’t spoil—it can last indefinitely if stored properly. Over time, honey may crystallize, but this is a natural process. To return it to a liquid state, simply place the jar in warm water and stir gently.

Is Happy Valley honey ethically sourced?

Yes, we are committed to sustainable and ethical practices, from the care of our bees to the production and packaging of our honey. We value transparency, quality, and the protection of the environment.

Ordering & Payment

How do I place an order?

Placing an order is easy! Simply browse our website, select the products you want, add them to your cart, and proceed to checkout. Follow the payment instructions to complete your purchase.

What payment methods do you accept?

We accept a variety of payment options, including:

Visa
Mastercard
PayPal
Afterpay (NZ wide)
Shopify Pay
Apple Pay

We ensure our payment process is secure for your peace of mind.

Can I change or cancel my order after placing it?

If you need to modify or cancel your order, please contact our team as soon as possible. While we’ll do our best to accommodate changes, cancellations may not be possible if the order has already been processed.

Shipping & Delivery

Which countries do you ship to?

We ship worldwide, but some restrictions apply. Certain countries, including China, Switzerland, Russia, and others, do not permit New Zealand honey through customs. Please review our shipping information for details on where we can deliver.

How long will my order take to arrive?

Delivery times vary by region:

New Zealand: 1–3 business days
Australia (excluding WA): 3–10 business days
Middle East: 10–25 business days
International (excluding Middle East & Australia): 3–25 business days

For more details, check our shipping information page.

What are the shipping costs?

Shipping costs depend on your location and order value. Orders over certain amounts often qualify for free shipping. View our shipping rates.

Do you deliver to PO Boxes?

Unfortunately, we are unable to deliver to PO Boxes.

Returns & Refunds

What is your returns policy?

If your order arrives damaged or faulty, we offer returns or replacements. Please notify us within 14 days of receiving your order to request assistance.

How do I request a refund or replacement?

To request a refund or replacement, contact us via email or phone, and provide details of your order along with photos of the product, if applicable. Our team will guide you through the process.

Who pays for return shipping?

If the issue is due to an error on our part (e.g., wrong item, damaged product), we will cover the return shipping costs. Otherwise, return shipping is the customer’s responsibility.

Special Topics

Custom regulations and honey import restrictions

Some countries have restrictions on importing honey. For example:

Western Australia: Honey importation is prohibited.
France: Customs policies are strict, and parcels may be stopped.

Please review our restricted shipping list before ordering.

How do I know if a honey product is UMF™ certified?

All our UMF™ Manuka honey products are certified and tested. Look for the UMF™ trademark on the label, which guarantees quality and authenticity.

What happens if my parcel is stopped at customs?

If your parcel is stopped at customs, we are unable to provide a refund or replacement as this is outside of our control. Please check your country’s regulations before placing an order.