Frequently Asked Questions
Orders:
How fast are my orders packed?
In most cases, we are able to pack your jewellery with love, 8-24 hours after placing an order online. If we are experiencing a high volume of orders, we will be able to package it within 36 hours. Please note that we are not open during the weekends and New Zealand public holidays, so if you placed your order on Friday, Saturday, and Sunday, it will be packaged on the next business day.
After packing my order, what happens?
Once your order is packed, we create a unique shipping label to stick on your parcel. Shortly after, we email you your tracking number. Once you receive your tracking number, your parcel is already booked for dispatch and will be shipped the next business day.
I ordered the wrong size, quantity, colour.
We will always do our best to provide you with the best customer service and order experience. If you have ordered incorrectly, please email us at Support@alahas.co.nz or message us on Instagram @ALAHAS_NZ within 12 hours of placing your order. This ensures adequate time for us to edit and organise the correction. After the 12 hour time-frame, we cannot guarantee that we can edit the order as it may have been packaged, ready for pick up or we do not have adequate time to stop the delivery chain.
What if my order is damaged during delivery?
Our ALAHAS jewellery boxes are extremely durable and require a considerably large amount of force to damage. On top of that, we use wrapping paper which cushions the boxes for further protection. Lastly, the mailers we use are waterproof and are tightly sealed upon packing. So far, we have not received any feedback of damaged jewellery or packaging upon arrival. In the rare event that your jewellery is damaged during transit, please contact us at Support@alahas.co.nz.
Shipping and Delivery:
How long does Shipping normally take?
Usually, your golden goodies will arrive within 2 business days of transit! Ready for you to wear at any occasion.
- 3 to 7 business days for urban areas within New Zealand.
- 7 to 10 business days for rural areas within New Zealand.
- 10 to 12 business days for International Shipping.
Please refer to our Shipping Policy for further information.
How much does shipping cost?
Within the Auckland/Tamaki Makaurau Region:
Free Shipping for orders $300 and above.
Courier Delivery - Non Signature offering Delivery within 2-5 business days costs $6.00
Courier Delivery - Signature Required offering delivery within 2-3 business days costs $7.00
Outside of the Auckland Region:
Courier Delivery - Non Signature offering Delivery within 2-5 business days costs $10.00
Courier Delivery - Signature Required offering delivery within 2-5 business days costs $11.00
Australia:
Free Shipping for orders $400 and above.
Economy Delivery - Non signature offering delivery within 10-12 business days costs $23.00 AUD
Economy Delivery - Signature Required offering delivery within 7-10 business costs $30.00 AUD
How can I track my parcel?
Your shipping confirmation email will provide the tracking number and shipping carrier which will take you to the carrier’s post tracking page. Additionally, you can copy the tracking number, enter it under ‘Track a Parcel’ and click track. Both options will provide you the location updates of your parcel.
My parcel is delayed/lost.
NZ Post partners with thousands of businesses throughout New Zealand and ALAHAS is one of them. While we rely
and trust their expertise in the shipping industry, we cannot guarantee or be held responsible for any delivery delays during transit. Once the parcel is picked up and in transit, we cannot control the factors which cause delays.
These factors can be road maintenance, unforeseen weather events, accidents, and much more. Please be aware that delayed orders do not qualify for a refund. ALAHAS will always be timely, efficient and proactive in sending your order to you, but we hope you understand that there are still remaining factors that may be out of our control.
If your parcel is lost, please contact us at Suppot@alahas.co.nz. We will begin an investigation alongside NZ Post to resolve the matter.
Payments:
Do you offer Afterpay/Afterpay is not working.
Yes, we provide our customers the option to purchase with Afterpay. Afterpay allows you to buy now and pay in four instalments over 6 weeks. No interest. Use online and in-store. No fees when you pay on-time.
If Afterpay is not working, please try refreshing your browser or clearing your cache. Please be aware that our Afterpay option is only available to our New Zealand customers.
I was charged twice.
If you have noticed a double charge on your bank statement after placing an order, do not be alarmed— it's likely due to a pre-authorization hold placed by your bank. This hold ensures funds are available when we process your order. Pre-authorizations typically clear within 5-7 business days, but you can contact your bank for faster removal. We are legally bound to only charge you once for your order/for the items purchased.
An item I paid for went on sale.
We are committed to providing fair prices to our customers. In the event that an item goes on sale after purchasing,
we cannot provide you a refund due to our pricing policies. Please be aware that for any sale campaigns, we will always notify out customers. Our prices adjust according to our stock, holidays, new campaigns and more.
I want to cancel my order and have my payment returned.
Please inform us 6 hours within placing your order if you would like to cancel it. Outside of the 6 hour timeframe, our systems will have adjusted our stock and other administrative tasks when an order is placed. You can email us at support@alahas.co.nz.
Products:
What is your jewellery made of?
Each product will have its detailed description on it’s page. However as a baseline, we curate products that are:
- 18k GOLD plated with 1 micron of gold.
- Zircon Gem Stone - a natural semi-precious gem stone. Zircon is a
far more precious gem stone compared to Cubic Zirconia. - Recyclable and durable industry standard Stainless Steel or Sterling Silver metal base which
suits individuals with sensitive skin.
We chose gold plated jewellery to provide a beautiful, contemporary jewellery at an accessible price.
Can I wet my jewellery?
Our Stainless Steel base jewellery is water-resistant. However, we recommend that your jewellery should be removed when going to the beach or the pool. The water is harsher and may damage your jewellery. Abrasive objects (rocks/sand) can also lead to cosmetic damage. It is preferred that any gold plated jewellery be removed when touching liquids.
With our Sterling Silver base jewellery, it is only 30% water-resistant. Please avoid liquids as much as possible.
Please read our comprehensive Jewellery Care Guide for further information. You will also receive a copy with your order.
I received a broken/faulty item.
One of the advantages of a small-business is the meticulous attention to detail products undergo before shipping. We check, polish and clean each item before it is sent away. In the rare event that you receive a faulty item, please provide us with images 24 hours upon receiving the jewellery so we can assess and organise a replacement. If the product is out of stock and we cannot replace it, we will contact you with details for a refund.
What is your return/refund/exchange processes and policies?
Please visit our pages below for a comprehensive understanding returns, exchanges, and refund our processes and policies: