Help & FAQ

Contact Information — Happy Valley Ltd


Head Office:

520 Great South Road, Rosehill
Papakura, Auckland
New Zealand

Phone:

0800 520 520

Email:

info@happyvalley.co.nz

CHRISTMAS SHUT DOWN HOURS 2023/2024

We are closed from the 22nd of December, reopening on the 4th of January. Our retail store will be closed during this period. All online orders during this period will be shipped on the following dates:

Orders placed 23rd December - 27th December

Shipped on the 28th December

Orders placed 28th December - 3rd January 

Shipped on the 4th January

Customer care:


Delivery policy

We aim to process all orders within 48 hours. Orders are processed on business days only (New Zealand Date & Time) Monday - Friday and during business hours (NZST 9am- 2pm).

PLEASE NOTE: We no longer ship to PO Box's both nationally and internationally. Please provide a full address or alternatively please contact us so we can help you. 

Delivery timing (guidelines)

NZ  2–4 working days
Australia  3–10 working days
Rest of the world  Up to a month (current worldwide delays) 

 

Orders to Saudi Arabia ATTENTION:

 We are no longer accepting orders over NZD$1000 to Saudi Arabia. Due to new shipment value laws in SA, parcels over this amount require Commercial Registration from the customer. Should you wish to place an order over $1000, you will be contacted to pay for a seperate shipment fee as we will be sending in two shipments. 

Customs Duty & Sales Taxes 

Please note on some occasions customs services inspect parcels which may result in duty and sales tax being applied. We at Happy Valley have no control over this and unfortunately, it remains the responsibility of the individual customer to pay.
While we do our best to inform customers of any issues that we may have encountered with their countries restrictions to alert them to any possible issues it is the customers responsibility to understand their countries import restrictions as we don't claim to know every country restrictions/requirement on Bee Products. 

If you parcel does require duties paid and you choose not to pay this, and parcel gets returned your original postage and return freight and/or import duty, customs fees and local sales taxes (levies) we get charged for its return back into NZ are not refundable. Likewise, if you choose to have the parcel destroyed. 

Refund policy

We pride ourselves on our integrity and providing our valued customers with high-quality products. Our returns policy for online purchases is uncomplicated - if you are not happy with your product in any way we will replace it or refund your money.

Return the products in their original packaging to us within 30 days and we will refund your credit card with the cost of your purchase less freight. Please note that any credit/ refund applied to a credit card will take your issuing banks standard timelines for the credit to appear on your statement - this is typically between 3-5 working days. If you wish to exchange your purchase for another product we will happily pay the freight for the replacement item(s). Unfortunately, your original postage and/or import duty, customs fees and local sales taxes (levies) charged are not refundable.

Please simply call or email us with a short note and we will forward you a returns authorization form to complete. All returns must be accompanied with this numbered returns authorization form.

Cancellation policy

You may cancel your order prior to your order being processed. Please be aware that orders are usually dispatched within 24 hours, if the order has already been processed your goods will be on their way. You can still return the goods for a full refund (the goods can not be opened and must be returned in the same condition we sent them) . We will refund the cost of your order to the credit card used to purchase the products. Please note that any credit/ refund applied to a credit card will take your issuing banks standard timelines for the credit to appear on your statement - this is typically between 3-5 working days. 

Freight Charges

Freight Charges are quoted at checkout and are set at certain weight points. If parcel exceeds 10kgs extra freight charges may apply and you will be contacted by a team member if this is the case.

Other Conditions

Great attention to detail is taken to ensure our products leave us in perfect condition. However should you experience any problems with your order please contact us info@happyvalley.co.nz and we will do our utmost to put things right.

China

Unfortunately China does not allow NZ Honey through customs control so we do not ship orders to China.

Australia

Unfortunately Western Australia does not allow NZ Honey through the border so we can not accept orders from Western Australia. 

We have just been told that Bee Pollen cant be imported into any state in Australia. 

Switzerland

Unfortunately Switzerland does not allow NZ Honey through the border so we can not accept orders from Switzerland.

France

Unfortunately, it has come to our attention that France doesn't allow Honey in even tho the EU has a limit of 2kgs. While we have had a number of parcels get through into France, recently some have been stopped. Its up to customer if they wish to take the risk. 

Russia

Unfortunately Russia does not allow personal postage from NZ, we are unable to get parcels delivered to Russia.

Romania, Vietnam, Czech Republic

Unfortunately these countries do not allow NZ Honey through the border so we can not accept orders from these countries.

Vietnam

Unfortunately Vietnam does not allow NZ Honey through customs control so we do not ship orders to Vietnam.


Privacy Policy


Upon visiting our website, third parties may place cookies on your browser for targeted advertising purposes. To opt out of targeted advertising, some available third-party opt-out tools include: the Digital Advertising Alliance, the Network Advertising Initiative, and the European Interactive Digital Advertising Alliance (Europe only). On ads served to you, click the logo of the provider (eg: AdRoll) on the ad to learn more about interest-based advertising, who served the ad, and manage your ad options. You can also opt out of seeing personalised ads using the NAI opt out tool here.