All products sent out by Hawes & Freer Ltd will be sent out in the most suitable packaging for the item/items purchased to ensure protection of the item. Orders placed in the weekends or on public holidays will not be processed until the following business day.

Online Order Confirmations:
If you do not receive an order confirmation shortly after placing your order please contact us via email immediately to ensure that your order has been received. 

Click and Collect:
All orders where 'Click and Collect' is selected, please ensure you wait until you receive an email from Hawes & Freer that your order is ready to collect. 

Cancellation Policy:
If you place an order during 8:30am – 5pm Monday to Friday, and then decide to cancel your order, you must call us immediately. For orders placed after 5pm or during the weekend, you must notify us by 9am the following working day.

If your telephone cancellation is not received before your order is processed we will consider, at our discretion if the item can be cancelled and or returned. If it is an item that needs to be cut specifically for your order, this item will not be able to be cancelled or returned due to change of mind, once the order has been processed and dispatched.

Returns & Exchanges:
Hawes & Freer Ltd takes great pride in the products we supply. If for any reason you are not happy please contact us immediately. Hawes & Freer Ltd needs to be notified within 7 days of the goods being delivered to the specified address. We make every effort to make sure our product descriptions are as detailed as possible, including sizing and colour guides for the different product types. If you change your mind, exchanging goods is at the discretion of Hawes & Freer Ltd. You will require proof of purchase to return or exchange the product. If the product has been damaged in transit, please let us know immediately and we will contact the courier company directly.

Out of stock and back orders:
While we do everything we can to make sure our stock levels are accurate at all times there may be occasions due to unforeseen circumstances where we are unable to fulfill your order or source a replacement product. If this should occur we will contact you and ether offer a substitute where available, back order the item where available or offer you a full refund.

Delivery Policy NZ:
We use signature required courier bags/tickets to ensure correct delivery to intended recipient. Anyone at the delivery address who receives the goods shall be presumed by Hawes & Freer Ltd to be authorised to receive the goods on your behalf.

If there is no one at the delivery address at time of delivery you will need to make alternate arrangements regarding a suitable time with the carrier. You may be required to pay an additional fee.

Deliveries will occur between 7.00am - 6.00pm Monday to Friday. Exact times cannot be given. Your parcel should arrive within 4 working days once you’ve received the receipt for your order. Rural delivery may take longer. We will always advise if there is an expected delay due to product availability. Delivery charges cover packaging, delivery and insurance.

Delivery Policy International:
Hawes & Freer Ltd will ship to Australia (if you’re outside of NZ and Australia, please contact us directly before ordering). New Zealand GST is not applied to overseas orders. This will be deducted when your payment is processed.

All orders are sent by International Economy Courier with New Zealand Post. The delivery time frame for Australia is 3-5 working days. Any additional taxes or duties that are incurred within the recipient’s country are the responsibility of the buyer/recipient. Payment of these is necessary to release your order from customs on arrival.

Goods are insured up to the value of $2000. You can expect that items will usually arrive at their destination within the time frame specified. But because NZ Post does not directly control all parts of the delivery chain, they cannot guarantee that your item will always reach its destination within the delivery target. Delivery to areas outside major cities, or where your item is dutiable or held in Customs, may take longer.