Shipping & Returns Policy


Refunds & Returns


Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

Several types of goods are exempt from being returned. Perishable goods such as food, flowers, newspapers or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.

Additional non-returnable items:
- Gift cards
- Downloadable software products
- Some health and personal care items (Except in the case of allergic reactions)

To complete your return, we require a receipt or proof of purchase.
Please do not send your purchase back to the manufacturer.

There are certain situations where only partial refunds are granted (if applicable)
- Any item not in its original condition, is damaged or missing parts for reasons not due to our error
- Any item that is returned more than 30 days after delivery

Refunds (if applicable)

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds (if applicable)

If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at

Sale items (if applicable)

Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

Exchanges (if applicable)

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at and send your item to: Jacobs & Sons, 141 Packenham Street West, AUK, Auckland 1010, New Zealand.


If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.


To return your product, you should mail your product to: Jacobs & Sons, 141 Packenham Street West, AUK, Auckland 1010, New Zealand

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.


Shipping Policy


Shipping Rates

Shipping Rates are calculated at checkout.

New Zealand Orders - Estimated Shipping Times

We will try to deliver your products within the estimated shipping times. Any estimates of delivery times are made in good faith and we cannot be liable for any loss, expense, or other damage caused by any delay in delivery.

  • North Island                2-3 working days
  • South Island               2-4 working days
  • Rural Deliveries         3-5 working days

International Orders - Taxes and Tariffs

Cost of shipping to international destinations does not include the cost of taxes, tariffs or other customs fees. All taxes, tariffs and other customs fees are the responsibility of the receiver.


International Orders - Estimated Shipping Times

We will try to deliver your products within the estimated shipping times. Any estimates of delivery times are made in good faith and we cannot be liable for any loss, expense, or other damage caused by any delay in delivery.

  • Australia                                                  5-10 working days
  • United Kingdom and United States         10-15 working days

Tracking information to international shipping addresses are also limited, and we do our utmost to provide accurate estimates in delivery time, however we cannot guarantee a delivery date. We serves the right to refuse or cancel any orders if we are unable to deliver to certain destinations. You will receive a full refund of your purchase, should your order be cancelled by us. However, we will be adding more countries to ship to. If you would like to get in touch about getting a product shipped to a country that is not listed above, please send us an email on and we will do our best to help you.

New Zealand law requires all international packages to have attached customs documentation, which describes the goods being sent and their cost.


Delivery Instructions

Items will be delivered to the Shipping Address specified on the checkout page when you place your order on our online store. We accept no liability for any errors or omissions made by you in entering incorrect information in the delivery instructions field.

We cannot deliver items to PO Box addresses. Should you specify a PO Box for delivery, we will contact you to verify the delivery address before your order can be processed.

We know that you will be keen to receive your item(s) from us as soon as possible, so we will do our very best to get it shipped to you quickly and without problems.

We will make every attempt possible to notify you by email to let you know:

  • The courier company delivering your order(s)
  • The tracking number of your order(s)
  • Information about when your order(s) have been shipped

Once we have confirmed acceptance of your order, we will try to dispatch your order within as soon as we can. If there are any delays, we will try to contact you and advise you when we can expect to dispatch your order.

We reserve the right to dispatch your order in one delivery or several instalments, but we will try to advise you if your order will be delivered in instalments. Failure to deliver any installment shall not entitle you to repudiate the contract as to any installments already delivered.


Damaged Deliveries

Upon arrival of your order(s), please note any damage to the boxes as well as any damage to the items themselves. Photographs are helpful to assist your claim. For multiple orders, please refuse only the damaged box - there is no need to refuse the entire order, should the other boxes be undamaged and intact.

Where you believe that there is a shortage in the quantity of products delivered, please notify us by sending an email to within 24 hours days of delivery, and allow us a reasonable opportunity to investigate the claim.

Goods leaving our premises are adequately packed. You are responsible for notifying us within 24 hours of receiving a shipment if the item(s) are damaged or otherwise not intact. Please open all crates/packaging as soon as possible. We cannot be held responsible for damaged deliveries that are not reported within 24 of receipt.

Claims for damage or loss in transit must be made against the carrier in the prescribed manner:

  • Prior to acknowledging delivery to the carrier, you must ensure that the complete consignment as per the carrier's note has been received.
  • Should there be a shortage or visible damage to outer packaging the carrier's note must be endorsed accordingly.
  • Within 24 hours of receipt of consignment, you must ensure that all goods received are in good order and condition.

No damage claims will be considered after 24 hours of receipt of goods.


Unsuccessful Deliveries

If for any reason our shipping partner is not able to successfully deliver your item(s), our shipping partner will either leave a card with instructions on where to collect the item(s), or they will attempt to deliver the item(s) to you a second time.

We reserve the right to charge you for any additional shipping costs incurred (e.g. storage re-delivery) or to cancel the sale contract. Should the sale be cancelled, we will fully refund you the amount of your purchase, minus shipping and/or storage costs.