Frequently Asked Questions.

You can pay for your goods with any major Credit or Debit card.
You can also use your accumulated points to buy amazing things, and if you are lucky enough to have been given one of our gift cards, just enter the number in the box on checkout.

We will endeavour to get your wonderful item out to you in three working days, but sometimes ‘life’ does happen! You will be notified personally if there is a delay on getting your order out to you.

Items listed online are also available in our Church Street store, and from time to time, an item may sell at the same time as your order online is submitted.

If any ordered items are not available you will be notified immediately via email, we will try and locate one within an acceptable time frame or you are given the option to choose another item or cancel your order and be refunded in the manner you paid for it.

Our products are sourced from far and wide, from crafty little artisans to bigger companies around the world. Our motto in sourcing products is simple – we have to love it!!!
If you have a question about a particular product, please email us at hello@florafauna.co.nz and we will be able to offer more specific details.

All taxidermy items are sourced from reputable and sustainable practitioners from all over the world. No animal came to unnecessary harm for you to have such a magnificent piece in your home.

Yes we do. We use DHL who provide exceptional tracked service from door to door. Check out our rates on our shipping page.

When popping your shipping address into the check out, please double check all the details are correct. A skipped number or wrong letter can be the difference between getting your goodies on time or having them MIA.

If you find you have incorrectly entered your delivery address and not yet received a shipping confirmation from us, then please email us ASAP at hello@florafauna.co.nz and we will edit your shipping address. If you HAVE received a shipping confirmation, contact us and we will see what we can do to edit the shipping address with the courier.
We ask you to cover the cost of re-shipping:
• If the shipping address you entered was incorrect or incomplete.
• If your package was lost in the mail, and you choose an untraceable shipping method.
• If the postal service claims your item was delivered but you didn’t receive it.
• If for any reason you were unable to collect your package at customs.
We will cover the cost of re-shipping:
• If your order arrived damaged.
• If an incorrect item was received in error.
• An item was missing from your order.

Fear not! Email us at hello@florafauna.co.nz with details of the product you are after and we will be able to let you know if and when it will be coming back into store…or tell you about other wonderful and exciting things you may prefer instead.

We have seen many shipments delayed due to the current on-going global COVID-19 crisis. Domestic shipments have been delayed up to 2 weeks and international orders up to 1 month.
NZ Post are now advising 90% of shipments will be delivered within 3 business days to most parts of the country once they have been shipped. This situation is changing daily though, so please refer to the NZ Post website for latest updates https://www.nzpost.co.nz/COVID-19

Here is our online returns policy to make the process as smooth as possible!

FULL PRICED ITEM RETURNS
Flora Fauna will offer a full refund, exchange or store credit (whatever suits you best) on all items excluding food, plants, skincare, personal care items and items on sale unless faulty.
Please email us at hello@florafauna.co.nz to discuss your return in the first instance.

The cost of delivery for returns is at the cost of the purchaser unless the item is faulty.

Flora Fauna offers free shipping (on applicable orders) with the understanding that the customer will be keeping the goods purchased. If you are returning your full priced order for a refund, Flora Fauna will retain any original shipment costs incurred with the purchase.

SALE/DISCOUNTED ITEM RETURNS
Sale/discounted items are all final purchases. No refunds or exchanges are available unless they are faulty – in which case the faulty item process will apply.

They are priced to move so we suggest getting as much information from us as possible before you make that purchase!

DETAILS TO NOTE:
Flora Fauna needs to receive the item/s within 14 days from when you received the item/s to qualify for a return. Please ship within 7 days of purchase to ensure this happens Flora Fauna does not take responsibility for any items lost in the process of returning to us. So make sure your item is tracked. Until it is returned to us it is your responsibility, so track that parcel!

Return shipping costs are to be covered by the customer (with the exception of faulty/damaged item/s).

If you are returning an item/s and you are requesting a refund and you received free shipping, the cost of shipping will be deducted from your refund.

If you are returning an item/s and you are requesting an exchange we are happy to cover the cost of 1 exchanges shipping to you.
You will be notified via email when your return has been processed. Please allow 3 working days for a return to be processed from the time that your return is received. All items will be inspected upon return. In the unlikely event that an item is returned to us in an unsuitable condition, we may have to send it back to you at your cost

When you purchase an item online from us – we truly hope that it will arrive at your door and meet all of your expectations. But we do understand that sometimes an item arrives and it was damaged in the post.

FAULTY/DAMAGED ITEMS
If your item has arrived damaged or arrived faulty, we will need to assess the damage/fault. Sometimes this can be done by sending us a photo. Otherwise we will arrange for the item to be returned at our cost via a courier service.

Please email us immediately at hello@florafauna.co.nz with details of purchase and damage, and we will get back to you with detailed instructions.

Please hold onto ALL packaging that the item arrived with, this may be required back if the item was damaged in transit for claims purposes.

You’ll be notified via email that your return has been received and processed.

Please allow 3 working days for a return to be assessed and processed from the time that your return is received by the store.
All items will be inspected upon return. In the unlikely event that an item is returned to us in an unsuitable condition, or we feel that tampering has been made to the item/s we may have to send it back to you at your cost.
If the fault/damage meets the above criteria a repair will be arranged, if a repair is not possible the item will be replaced or exchanged for similar (as agreed), if no replacement or exchange is available a refund will be offered.

If you are purchasing a gift and think that you might want to include an exchange card just in case the gift is not right. Make a note in the check out notes section that you require an exchange card and we will include an exchange card for 1 month from the date of the order.

Of course! It would be our pleasure! There is nothing more exciting than receiving a present to unwrap! Just make sure you tick the ‘gift wrap’ box on the checkout page, and we will do something spectacular! And don’t forget to write a personal message – you can even choose one of our fabulous cards to go with your gift.

Online payments are handled via reputable point of sale system software Vend. So all your details are kept safe and secure away from prying eyes. Once we have processed your order, your details they will be securely stored and not sold to any third party.
If you make a phone/email credit card payment these details will be destroyed once your order has been processed.

First of all, you need to come to Queenstown, hands down one of the most spectacularly beautiful parts of Aotearoa, New Zealand. Then take a wander down Church Street, we are number 8, and are generally open everyday from 10-5. Check out our facebook and instagram @florafaunanz for more up to date information at your time of visit. We look forward to meeting you!