Shipping & Returns
Shipping
Shipping is free on all products that can be posted, such as our recipe book. We currently ship within New Zealand only. You can choose delivery in the cart when you check out.
We aim to send orders within 3 working days. Delivery usually takes 1–3 working days after that, or a little longer for rural addresses. Please make sure your address is correct, as we can’t be responsible for orders sent to an address you’ve given us by mistake.
Once your order is on its way, it’s our responsibility until it reaches you. If it hasn’t arrived within 10 working days, please get in touch and we’ll track it down or send a replacement.
Pickup
Cakes, slices and other fresh products can’t be posted and are collected from our shop at 206 Devon Street West, New Plymouth (Wednesday to Friday, 8:30am – 2pm; Saturday, 10am – 12pm). You’ll choose a pickup date at checkout. Orders need at least 2 days’ notice. Please collect your order on the date you chose, as fresh products can’t be held over.
If you order a mix of fresh products and posted products, the posted items will be sent to you and the rest will be ready to collect on your pickup date.
Returns
If you change your mind about a product we’ve posted to you, such as the recipe book, you can return it within 14 days of receiving it for a full refund. It needs to be unused and in the condition you received it. Email us first to let us know it’s coming back. Return postage is at your cost, so we recommend a tracked service.
Because they’re fresh food, we can’t accept change-of-mind returns on cakes, slices or other perishable products.
Faulty or damaged products
If something arrives damaged, is faulty or isn’t what you ordered, please email us within 7 days with your order details and a photo. We’ll make it right with a replacement or a full refund, including any postage you paid to return it. For fresh products, please let us know on the day you collect them.
Refunds
Once we’ve received and checked a return, we’ll refund you to your original payment method. Refunds usually take 5–10 working days to appear, depending on your bank.
Memberships and workshops
Memberships are digital, so there’s nothing to ship or return. You can cancel at any time from your account. See our Terms & Conditions for how cancellations, renewals and refunds work for memberships and workshop bookings.
Your rights
Nothing in this policy affects your rights under the Consumer Guarantees Act 1993 or the Fair Trading Act 1986.
Contact us
To arrange a return or ask about an order, email hello@theunbakedbakery.co.nz.
