Help & FAQ
Contact Information — Happy Valley Ltd
Head Office:
520 Great South Road, Rosehill
Papakura, Auckland
New Zealand
Phone:
0800 520 520
Email:
CHRISTMAS SHUT DOWN HOURS 2024/2025
We are closed from midday 24th of December, reopening on the 6th of January. Our retail store will be closed during this period. All online orders during this period will be shipped on the following dates:
Orders placed 24th December - 26th December
Shipped on the 27th December
Orders placed 27th December - 5th January
Shipped on the 6th January
Customer care:
Delivery policy
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 to pay.
While we do our best to inform customers of any issues that we may have encountered with their countries restrictions to alert them to any possible issues it is the customers responsibility to understand their countries import restrictions as we don't claim to know every country restrictions/requirement on Bee Products.
If you parcel does require duties paid and 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. Likewise, if you choose to have the parcel destroyed.
Refund policy
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.
Cancellation policy
You may cancel your order prior to your order being processed or shipped. Please be aware we pride our selves with quick dispatch times and orders are usually dispatched asap and within 12 hours (working days) or 48 hours during Sale periods, if the order has already been processed your goods will be on their way. If you are in NZ, you can still return the goods for a refund minus the frieght charge (the goods cannot 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.
Please note- you cannot return honey from overseas as NZ does not let honey back into the boarder.
Freight Charges
Freight Charges are quoted at checkout and are set at certain weight points. If parcel exceeds 9kgs extra freight charges may apply and you will be contacted by a team member if this is the case.
Other Conditions
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 info@happyvalley.co.nz and we will do our utmost to put things right.
China
Unfortunately China does not allow NZ Honey through customs control so we do not ship orders to China.
Australia
Unfortunately Western Australia does not allow NZ Honey through the border so we can not accept orders from Western Australia.
We have just been told that Bee Pollen cant be imported into any state in Australia.
Switzerland
Unfortunately Switzerland does not allow NZ Honey through the border so we can not accept orders from Switzerland.
France
Unfortunately, it has come to our attention that France doesn't allow Honey in even tho the EU has a limit of 2kgs. While we have had a number of parcels get through into France, recently some have been stopped. Its up to customer if they wish to take the risk.
Russia
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.
Vietnam
Unfortunately Vietnam does not allow NZ Honey through customs control so we do not ship orders to Vietnam.
Black Friday Terms - Black Friday T&Cs – Happy Valley Honey
Privacy Policy
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