Monica Krey Ceramics

FAQ

Payment

What payment methods do you accept?

We accept the following credit cards: MasterCard, Visa and American Express. We only take payment once your order has been shipped. We also accept payment by PayPal . If you decide to use either of these two methods, you’ll be taken to the PayPal , where you’ll be prompted to log in and process your payment. You’ll then be directed back to our merchant website once your transaction is complete.

Where is my refund?

We aim to process refunds within three days of an item being returned to us. Please note, however, that your bank may take several days to process the payment back into your account. With that said, please allow up to ten working days after posting the item back to us before getting in touch about your refund. We’ll contact you by email to let you know when your refund has been processed.

Ordering and delivery

Can I place an order without creating an account?

Yes. You can place an order as a guest with no obligation to create an account. We do recommend that you create an account, however, if you’d like to check your order history and have your shopping basket items and payment details saved for next time. It’s quick and easy to create an account. Just visit login and follow the instructions on-screen.

When will my order arrive?

Orders that require shipping within  NZ will be delivered within three to ten days, depending on your preferred shipping method. Shipping to countries outside of NZ. may take up to 14 days. Please get in touch on contact us if your order hasn’t been delivered according to the expected timescales, and we will check your order status.

What countries do you ship to?

We ship to most regions worldwide. 

How much is shipping?

Shipping costs depend on the item you’ve ordered and the country where it’s being delivered. 

Can I track my order?

Yes. We’ll provide updates at every stage of your order, from the moment you place it, through to despatch and delivery. In your delivery confirmation emails, you’ll receive a tracking reference which you can use to check the progress of your order online.

Returns

Can I return or exchange an item?

We cannot accept returns for custom made orders, unless they arrive damaged or defective. If you are not happy with your purchase please let us know via our contact-us form. we will gladly refund you once we recive the item back undamaged.  The buyer is responseble for the initial and return shiping cost. If the item is returned damaged the buyer is responseble for any loss in value.

My order has arrived but it’s damaged. What can I do?

In the rare event that your order arrives damaged or faulty, please take photos of the product in question and email our customer service team via our Contact Form  with the details. We’ll respond within 48 hours.  We take great care packageing our products so thery rarely get damaged.

Please note if we need to replace an item it may take 3-4 weeks to reproduce any indevidual item.

Misc

Do you sell gift vouchers?

Yes, we do. These are issued electronically by email and each contains a unique reference number. Our gift vouchers are ideal if you’re not sure what to get that special person in your life. Simply buy a gift voucher instead for the value of $50 or $100.

Who is responsible for import taxes

Buyers are responsable for any handeling fees, customs and import taxes that may apply.