Help & FAQ
Contact Information — Happy Valley Ltd
520 Great South Road, Rosehill
0800 520 520
Please be aware that deliveries both nationally and internationally can be potentially delayed. There is nothing we can do to speed up this delay. We are still sending all International orders via DHL Express or FedEx Priority, for fastest delivery.
We aim to process all orders within 48 hours. Orders are processed on business days only (New Zealand Date & Time) Monday - Friday and during business hours (NZST 9am- 2pm).
PLEASE NOTE: We no longer ship to PO Box's both nationally and internationally. Please provide a full address or alternatively please contact us so we can help you.
Delivery timing (guidelines)
|NZ||2–4 working days|
|Australia||3–10 working days|
|Rest of the world||Up to a month (current worldwide delays)|
Orders to Saudi Arabia ATTENTION:
We are no longer accepting orders over NZD$1000 to Saudi Arabia. Due to new shipment value laws in SA, parcels over this amount require Commercial Registration from the customer. Should you wish to place an order over $1000, you will be contacted to pay for a seperate shipment fee as we will be sending in two shipments.
Customs Duty & Sales Taxes
Please note on some occasions customs services inspect parcels which may result in duty and sales tax being applied. We at Happy Valley have no control over this and unfortunately, it remains the responsibility of the individual customer.
If you choose not to pay this and parcel gets returned your original postage and return freight and/or import duty, customs fees and local sales taxes (levies) we get charged for its return back into NZ are not refundable.
We pride ourselves on our integrity and providing our valued customers with high-quality products. Our returns policy for online purchases is uncomplicated - if you are not happy with your product in any way we will replace it or refund your money.
Return the products in their original packaging to us within 30 days and we will refund your credit card with the cost of your purchase less freight. Please note that any credit/ refund applied to a credit card will take your issuing banks standard timelines for the credit to appear on your statement - this is typically between 3-5 working days. If you wish to exchange your purchase for another product we will happily pay the freight for the replacement item(s). Unfortunately, your original postage and/or import duty, customs fees and local sales taxes (levies) charged are not refundable.
Please simply call or email us with a short note and we will forward you a returns authorization form to complete. All returns must be accompanied with this numbered returns authorization form.
You may cancel your order prior to your order being processed. Please be aware that orders are usually dispatched within 24 hours, if the order has already been processed your goods will be on their way. You can still return the goods for a full refund (the goods can not be opened and must be returned in the same condition we sent them) . We will refund the cost of your order to the credit card used to purchase the products. Please note that any credit/ refund applied to a credit card will take your issuing banks standard timelines for the credit to appear on your statement - this is typically between 3-5 working days.
Freight Charges are quoted at checkout and are set at certain weight points. If parcel exceeds 10kgs extra freight charges may apply and you will be contacted by a team member if this is the case.
Great attention to detail is taken to ensure our products leave us in perfect condition. However should you experience any problems with your order please contact us firstname.lastname@example.org and we will do our utmost to put things right.
Unfortunately China does not allow NZ Honey through customs control so we do not ship orders to China.
Unfortunately Western Australia does not allow NZ Honey through the border so we can not accept orders from Western Australia.
Unfortunately Switzerland does not allow NZ Honey through the border so we can not accept orders from Switzerland.
Unfortunately Russia does not allow personal postage from NZ, we are unable to get parcels delivered to Russia.
Romania, Vietnam, Czech Republic
Unfortunately these countries do not allow NZ Honey through the border so we can not accept orders from these countries.
Unfortunately Vietnam does not allow NZ Honey through customs control so we do not ship orders to Vietnam.
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Frequently Asked Questions
Is your Honey Raw?
Yes. We don't add anything to our honey and we use Gentle processing techniques for all of our honey where the honey is gently warmed up to the same temperatures of the hive. So heat is used in the process — Read more here. However, if you want products where NO heat has been used we recommend our Honey Comb and Raw Honey.
Do you have your own hives?
YES! Yes we do — currently we have over 10,000 hives across New Zealand and our hives are run and managed by our Bee Keeping division, Melita. So we know the health of our bees, the locations of where they collect the honey and can control the process from hive till it reaches your table.
How long till I receive my order?
It really depends on where you live. Our shipping options at checkout will tell you the expected times and you can track your parcel every step of the way. But we work off the below times- so if you haven't seen any tracking updates by then please contact us here
If orders are placed before 1pm NZT:
NZ North Island: By 5pm Next day
NZ South Island: 2-3 working days
Australia: 2-3 working days
Europe: 7-10 working days
Americas: 7-12 working days
Asia: 7-12 working days
Middle East: 7-10 working days
Rest of the world: 7 -12 working days
We of course hope it will be sooner — if you have urgent requests please contact us direct.
Does honey expire?
No. Honey is one of the very few food sources that does not spoil. However, it does need to be stored correctly otherwise you will find your honey returning to its natural state — where it goes lumpy and surgery. This is perfectly normal, as when it's in the hive it goes from liquid to thick and sugary depending on the temperature.
We recommend storing your honey under 19.5 degrees Celsius in a cool dark place.
All of our products have a Best Before date printed as we have to comply with Food Labelling guidelines. In the case of our UMF Mānuka range, the BB date is to ensure your honey still meets the claims on pack by the BB date.
All of our well-being products have a BB date and we recommend you consume by that date for maximum effectiveness.
All of our skincare has a 12 months after opening BB date- so we recommend that once the product is opened, it is used within 12 months.