At Garden Gems, we are committed to providing quality handcrafted products and a reliable, honest experience. Please read our policies below before purchasing.

 

Customer Care.

We take pride in creating durable, handcrafted steel garden pieces designed to last.

• We aim to respond to all enquiries as quickly as possible

• We keep you updated on order progress and timeframes

• We are always happy to provide aftercare advice and support

If you have any concerns, we will work with you to find a fair and reasonable solution.

 

Orders & Payments.

• Full payment is required before production or dispatch

• Some of our items are made when ordered, so production times may vary

• Custom orders are non-refundable once production has begun

 

Lead Times.

• Lead times depend on product type and demand

• Estimated timeframes will be provided when ordering

• Delays may occur during busy periods, but we will keep you informed

 

Shipping & Delivery

• Free delivery may be available within Carterton and Greytown (delivery outside these areas will be shipped with NZ Post or Mainfreight)

• We are not responsible for courier delays once items are shipped

• Orders received on Saturdays, Sundays and Public holidays will be processed on the following business day. We aim to deliver your items as soon as possible, but delivery times are subject to change and are estimates only. 

• We ship orders around NZ-wide with NZ Post and Move logistics (depot to depot).​

• We do not currently offer international shipping.

 

Handcrafted Products.

All Garden Gems products are handmade, meaning:

• Slight variations in size, finish, and detail may occur

• Each piece is unique and part of the handcrafted process

 

Returns & Refunds.

• We do not accept returns for change of mind

• If your item arrives damaged or faulty, contact us within 48 hours with photos

• We will arrange a repair, replacement, or suitable resolution

• we have a 30 day return policy.

 

Care & Maintenance.

• Our steel products are designed to weather naturally over time

• Rust and patina are expected unless otherwise stated

• Ongoing care and maintenance are the responsibility of the customer

 

Privacy & Safety

Privacy

• We only collect information needed to process your order

• Your details will never be sold or shared outside of order fulfilment

• Payments are processed securely — we do not store payment details

 

Safety.

• Products must be installed and used correctly

• We are not responsible for misuse, improper installation, or extreme conditions

 

Contact Us.

If you have any questions, we’re always happy to help.
Please reach out via our website or social pages.

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Payment Methods.

• Credit/Debit Cards

• Afterpay