Contact Us

Please contact us during business hours Monday to Friday:
Call: 021 686 239
Email:

Return and Exchange Policy

All of our products are handmade and have had a life previous to this, and as such each one will uniquely differ. These little characteristics are not faults but the charm of our up-cycled products. On vary rare occasions some things don’t go according to plan and that’s when we honour our OnWood Promise to you:

  • If your purchase has been broken in transport, then call or contact us at within 7 days of receipt and we’ll replace it for you.
  • If your purchase is not working as it should, we will fix or replace it.
  • If your item is from The Studio and is a one-off item that is unable to be fixed, we will refund you.

Shipping & Time

We currently ship within New Zealand and this includes the North Island, South Island, Waiheke Island, Great Barrier Island, Chatham Islands and Stewart Island.

We are now shipping to Australia – please contact us and we’ll get you sorted! –

We ship on Tuesdays and Thursdays which we find works well so not to have your precious goods sitting in depots in the peak of the week. For out of stock/custom made items; please allow 10 days for production and then approximately 3 business days for courier delivery, and an additional day or two for Rural addresses.

A signature or name on delivery is required. Goods will not be left at an unattended address unless requested to do so.

All products are packaged carefully into transport safe, recyclable materials. In the future we are aiming to use 100% recycled products but in the meantime we ask you to please do your part for our beautiful country’s landfills and recycle our packaging.

We have reluctantly had to start using bubble wrap to give some extra protection to the height charts. We will continue to look for a more sustainable alternative and please be sure to let us know if you work with or know of any great sustainable protective packaging. In the meantime, here is a useful link to a great soft plastic recycling initiative rolling out in NZ – http://www.recycling.kiwi.nz/soft-plastics.

 

Shipping Costs:

Envelope delivery (for gift vouchers) within NZ $5.00

North Island $10

South Island $15

Rural Delivery Fee $6

Please email for a quote if shipping is required for a remote address (this includes Waiheke Island).

Payment Options and Credit Card Security

We offer the option of either using PayPal or making a direct bank transfer. Direct bank transfer details and instructions are included in your receipt which will be automatically emailed to you once you’ve placed your order.

PayPal:

We use PayPal who gladly accept Visa, MasterCard and Amex or regular account payments. You can also “send money” via your PayPal account to shop@onwood.co.nz.

Do I need a PayPal account?

No you don’t. PayPal have optimized the checkout experience to improve their payment flow. Signing up for a PayPal account is now optional which means that On Wood customers can complete their payments first, and then decide whether to save their information in a PayPal account for future purchases.

Here’s how it works:

Simply enter your name and shipping address.

A prompt for your credit card, email address, and phone number will appear.

After reviewing your information you will have the option to choose to save your information by creating a PayPal account to make future transactions faster.

Please note: PayPal’s fraud prevention measures remain in effect for buyers who use this checkout even though you as a customer haven’t created an account.

When you choose to use PayPal for payments, PayPal automatically encrypts your confidential information in transit from your computer to ours using the Secure Sockets Layer protocol (SSL) with an encryption key length of 128-bits (the highest level commercially available).

Currency

All prices are in New Zealand Dollars and excludes GST. OnWood charges your credit card in New Zealand Dollars.

Privacy Policy

Here at On Wood we take your privacy very seriously. We will use the information that we collect about you lawfully and you will only receive marketing emails from us with your permission, otherwise, you will only receive an email from us concerning an order that you’ve placed.

As PayPal processes all payments, we have no access to any credit card numbers or bank details at any point. PayPal does collect your name, address and email address for the strict purposes of processing your order and this information will not be passed on to a third party.

Sale Items

Items bought on sale are not able to be returned or exchanged so please choose carefully. Of course if the product is faulty we will replace the product, or if it is a Studio Product which can’t be replaced, we’ll refund your money.

Any discount applied does not come off shipping prices.

Copyright

The contents of this website including text, images, products and all other content displayed is copyright of OnWood Ltd. This content may not be reproduced, published, transmitted, distributed, displayed, modified, create derivative works of, sell or participate in any sale of, or exploit in any way, in whole or in part for commercial purposes without the express permission of OnWood Ltd. © OnWood Ltd 2015.