While we aim to deliver orders to New Zealand addresses within business days. Once an order is picked up by a courier from our warehouse, delivery time frames are out of our control. Please allow shippers extra time and patience at this time of the year – they are doing their utmost to ensure timely delivery. We appreciate your patience and support.

Schedule and Delivery Policy

We acknowledge receipt of your order by an order confirmation email. We will also send you an email notification that your order has just been shipped from our warehouse and is on the way to the address specified by the customer when ordering. Orders are handled in the order of their arrival and the extent of availability of goods regularly offered for sale. In case of temporary disruption of stock, we inform the customer that may at any time abandon the purchase. In this case, we will reimburse the customer the full amount paid. The time that we indicate shall be subject to delays resulting from forces beyond our control. 

Withdrawal, Warranty and Returns

There are no refunds, exchanges or cancellations once the purchase is complete. Heilala Vanilla products are final sale as they are food consumable items.

Your satisfaction is important to us and the buyer has a guarantee of quality. While every effort is made in packaging and correctly filling orders, occasionally a package is lost or damaged in transit, or an out-of-date product is shipped by mistake. In such instances, Heilala Vanilla is committed to refunding damaged product.

For order queries, please contact us by emailing hello@heilalavanilla.com within 7 days of receiving product.