Order and Delivery
An order is accepted after the customer selects the products, accepts the Terms & Conditions and completes payment by Visa or MasterCard through the secure payment gateway DPS. We happily accept overseas orders, but additional shipping charges will apply.
To the best of our knowledge, all products are in stock at the time an order is accepted. Should there be an error on our part or some technical error, we will contact you to offer alternatives or full refund. Under unusual circumstances, we reserve the right to refuse an order at any time and refund the payment.
Please choose carefully when purchasing goods, as an order cannot be cancelled or changed once the goods are shipped from our warehouse. We do not refund or exchange products if you change your mind or make an error.
Orders generally will be delivered in 3-5 working days if item is in stock, 10-15 working days for products ordered from overseas (M-F, excluding statutory holidays).
Delivery will be by Courier Post because:
- It’s the only national courier service that can deliver to individual physical addresses, RD addresses, PO boxes and Private Bags.Provides a fast delivery service with target of next working day to most cities and additional 1-3 working days for rural delivery within New Zealand.
- Has Track & Trace capabilities so we can make sure your goods have arrived.
- If your order does not arrive within 5 working days from time of dispatch, please contact us at email@example.com
Courier costs are calculated on a base price per order, plus a multiplying factor for each item based on its size and weight. Our objective is to just recover the packing and shipping costs (on average).
Shipping and delivery
All items that are in stock in our warehouse are usually shipped within 2-3 working days from payment being received.
Delivery and liability
Deliveries will be made to the Delivery Point. If the courier brings the products inside the premises, beyond the Delivery Point, at the request of the Customer, or other person accepting delivery of the Products on behalf of the Customer, whether on any particular occasion or pursuant to a standing instruction or request, no member of Riverstone Kitchen shall be liable for any direct or indirect damage or loss (including in negligence) suffered by the Customer or any third party in doing so. In addition, the Customer indemnifies each member of Riverstone Kitchen for any direct or indirect damage or loss (including in negligence) that that member incurs in connection with any third party claim arising out of or in connection with any deliveries brought beyond the Delivery Point.
Riverstone Kitchen shall be entitled to assume that any person accepting delivery of the Products is authorised to do so on behalf of the Customer.
Delays to delivery
Notwithstanding any other term, no member of Riverstone Kitchen shall be liable for failure to deliver on a timely basis, whether the delay has been due to causes beyond the control of Riverstone Kitchen or otherwise.
If Riverstone Kitchen considers that the delivery of a Customer's order is likely to be substantially delayed, Riverstone Kitchen may, but shall not be obliged to, contact the Customer to arrange an alternative delivery timeframe. If that timeframe is unacceptable to the Customer, the Customer may cancel the order, without incurring any fee for doing so.
It is not our policy to offer refunds unless the item is deemed to be faulty. We are happy to offer another product of same or greater value under the condition that the item hasn't been consumed.
If you receive a faulty item, you must contact Riverstone Kitchen immediately and the faulty item must be returned to Riverstone Kitchen within 7 days.