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Delivery & Returns

Fast delivery

We have warehouses around the world, and will dispatch your order from the warehouse closest to you.

Satisfaction guarantee

If your honey arrives damaged, send us a photo and your order number and we will arrange a replacement.

Online support

We aim to respond within 1 business day.
(8.30am-2.30pm Monday - Friday NZT)

We aim to give our customers the best experience possible. If you are unhappy with your product or service in any way, or are looking to track your parcel, have a look through our frequently asked questions below to see how we can help.

Our friendly Customer Service staff are available between 8.30am and 2.30pm Monday - Friday New Zealand Time, so if you don't hear back from us it may be because you have contacted us outside of working hours. Your patience is much appreciated and we will be in touch as soon as we are back in the office.

The Steens Team x

Delivery

Where's my parcel?  

  • You will receive a notification when your parcel is dispatched with a tracking number. If your tracking is not working or you have not received your notification, please get in touch with our customer service team for an update or use the link below to track your parcel.
  • Track my parcel

WHAT ARE YOUR packing and shipping times?

 

We store our honey in a number of warehouses around the world. This is so we can ship our honey to you as fast as possible

All of our honey is packed at our RMP registered purpose built facility in Masterton, New Zealand. Once the honey is packed we ship it directly to one of our 4 warehouses (UK, NL, USA, NZ) to be dispatched to you - so it is as fresh as possible.

We intend to pack and dispatch all orders within 2 business days of receiving your order.

NB - USA orders are shipped using Amazon’s FBA service which means orders of multiple jars can come in more than one delivery.

Below is a list of some of the countries (but not all) we ship to and expected shipping times...

 

Shipping Country Origin Warehouse Estimated Delivery Times Courier10-14

USA

USA

3-5 business days

USPS / UPS / Amazon FBA

UK

UK

3-5 business days

Royal Mail / DHL

EU

NL

3-6 business days

DPD / UPS

NZ

NZ

3-4 business days

NZ Post / Aramex

Australia

NZ

6-9 business days (we cannot ship to WA)

Australia Post

China

NZ

15-30 business days

SF Express / FTD

Hong Kong

NZ

10-14 business days

NZ Post

Singapore

NZ

10-14 business days

NZ Post

Saudi Arabia

UK

7-9 business days

DHL

Thailand

NZ

7-9 business days

NZ Post

Malaysia

NZ

10-14 business days

NZ Post

Indonesia

NZ

10-14 business days

NZ Post

GCC Countries (Saudi / UAE / Qatar / Bahrain / Kuwait / Oman)

UK

7-9 business days

DHL

WHAT ARE YOUR shipping rates?

Location Shipping Cost Free Shipping Free shipping is not available to these regions

USA

USD$5.00

Free US Shipping on orders $50 and up

3-5 business days

UK

GBP£5.00

Free UK Shipping on orders £80.00 and up

3-5 business days

Isle of Man

GBP£10.00

Free Shipping on orders £150.00 and up

3-5 business days

Bahrain, Kuwait, Oman, Qatar, United Arab Emirates

Weight Cost

5kg–10kg  

GBP £33.00

10kg–15kg

GBP £50.00

15kg–25kg

GBP £65.00

25kg–50kg

GBP £120.00

50kg–70kg

GBP £200.00

Free shipping is not available to these regions

7-9 business days

Jordan, Saudi Arabia

Weight Cost

15kg– 19.99kg

GBP £62.56

20kg–24.99kg

GBP £77.00

25kg–29.99kg

GBP £90.00

30kg–50kg

GBP £140.00

50kg–70kg 

GBP £220.00

Free shipping is not available to these regions

7-9 business days

Belgium, Czechia, Denmark, France, Germany, Monaco, Netherlands, Poland, Italy

EU€5.00

Free Shipping on order €80.00 and up

3-6 business days

Austria, Finland, Ireland, Portugal, Spain, Sweden, Switzerland

EU€7.50

Free shipping is not available to these regions

3-6 business days

Iceland, Luxembourg

EU€10.00

Free shipping is not available to these regions

3-6 business days

Bulgaria

EU€30.00

Free shipping is not available to these regions

3-6 business days

NZ

NZD$5.00

Free NZ Shipping on orders $50 and up

3-4 business days

Australia

NZD$15.00

Free Shipping - NZD $150.00 and up

6-9 business days

China

NZD$15.00

Free Shipping on orders NZD $200 and up

15-30 business days

Hong Kong SAR, Indonesia, Philippines, Singapore, Taiwan, Malaysia

NZD$40.00

Free Shipping on orders NZD $250 and up

10-14 business days

Import Duties / Taxes

Any import duties or taxes that are levied by the authorities of your country are payable by the shopper and are your responsibility.

Please make sure you provide a valid email address and phone number when placing your order so that our courier company can contact you if your package is held at the border.

We strongly recommend that you check your country's import regulations prior to confirming your order.

In the event that a parcel is unclaimed by a receiver in the recipient country and is returned back to us, we are not obligated to provide a refund to the value of the product.

We will, however, provide the option of resending the item(s) with any additional shipping costs incurred resting with the customer(s) concerned.

WHERE DO YOU SHIP TO? 

We have dispatch warehouses in New Zealand, United Kingdom, USA and Europe. When making a purchase with us, please ensure you are shopping in the correct country by clicking on the flag on the top left of your screen. This will direct you to the country and currency you will be shopping with.

Choose a location Where we ship locally Local Shipping Fees Where we ship outside of this location International Shipping Fees

Make sure you have chosen country in the menu by clicking on the flag

This will incur a local shipping fee

This will incur an international shipping

United States

We ship anywhere in USA

USD $5

We do not ship outside the USA (sorry no shipments to Canada or South America)

United Kingdom

United Kingdom, Guernsey, Jersey, Isle of Man

GBP £5  

Bahrain, Kuwait, Oman, Qatar, United Arab Emirates, Jordan, Saudi Arabia

(shipping cost calculated at checkout based on weight of parcel and location) Please refer to shipping rates for more information.

Europe

Belgium, Czechia, Denmark, France, Germany, Monaco, Netherlands, Poland, Italy

EU €5

Austria, Finland, Ireland, Portugal, Spain, Sweden, Switzerland, Iceland, Luxembourg, Bulgaria

Austria, Finland, Ireland, Portugal, Spain, Sweden, Switzerland €7.50 shipping fee

Iceland, Luxembourg €10 shipping fee

Bulgaria €30 shipping fee

New Zealand

We ship anywhere in New Zealand

NZD $5.00

Australia, China, Hong Kong SAR, Singapore, Indonesia, Malaysia, Philippines

Australia NZD - $15

China NZD - $15

Hong Kong SAR, Indonesia, Philippines, Singapore, Taiwan, Malaysia NZD - $40

CAN I CHANGE a shipping address on existing order?

If you have placed an order and then realised that the address is incorrect, we are usually unable to make changes to an order before it is shipped.

Steens Honey is not required to resend your parcel as this is not an error from our end but we are happy to try our best to help you retrieve your order.

Please note: Shop Pay is a third party payment method and if you choose to use this option and it processes your payment before you are able to alter anything, Steens Honey is not required to resend your parcel. You can head directly to Shop Pay to make any alterations to your address.

Not all of my order arrived... WHERE IS THE REST OF IT?

As we have warehouses scattered throughout the US, sometimes your order may be split into multiple parcels, depending on stock availability. There is a high chance the remaining pots have also been dispatched and will be on their way to you.

If it is over 7 days since you placed your order, feel free to get in touch with our customer service team or use our chat option and we can look into your order for you.

Returns

My parcel arrived damaged. HOW DO I GET MY MONEY BACK? 

  • The more information you can provide the better so we can see the damage (faulty, courier damage) Please include pictures of your pot of honey, the package that your honey arrived in (including the shipping label.)

    Please get in touch with our customer service team or use our chat option and we will be able to assist you with this. Once customer service approves the return, they will organise a replacement to be sent out to you.

  • Examples of packaging image:

 packaging  packaing

Examples of Damaged Seal:

broken seal  damaged seal

Examples of leaking pot:

Dmaaged pot leaking pot

CAN I cancel an order?

Once an order is placed, it is immediately sent through to our third-party warehouse and this makes it very hard for our customer service team to cancel an order.

As we are based in New Zealand, and there is a time difference between us and a lot of locations our orders are dispatched from, it is quite common that by the time we receive your email, your order has already been processed.

Your best option is to get in touch with our customer service team or use our chat option and they will be more than happy to help you however they can.

Please note: if a return is required due to a change of mind, it is at the cost of the customer to pay for the return shipping charges.

HOW DO I Return an order?

If you have changed your mind, you can return your goods at your own cost. Our customer service team will be able to provide you with a return address. (Please ensure that the honey is well packaged) Goods must be in saleable condition (not opened or used).

We will send your preferred items or process a refund on your order once your returned goods have arrived back to our warehouse and have been approved as being in saleable condition. As our honey is a food product, our dispatch warehouse will always undergo a thorough check to approve a pot as saleable. If they receive goods that are not up to this standard we have the right to decline your refund or exchange.

We are unable to exchange or refund clearance items.

We will always meet our obligations under New Zealand Consumer Guarantees Act (CGA).

Customer Service Hours
8.30am - 2.30pm Monday - Friday (NZT)

  info@steenshoney.com

Tauranga, New Zealand

Where are you shipping your Honey to?