FAQ's, Dispatch and Returns


FAQ's

Can I layby a Couch Candy or an arm knitting kit?

Yes, it's very easy to pay off your Couch Candy in six interest free payments. Simply choose "Laybuy" as the payment option at the checkout.

Where is HEART from HAZEL based?

HEART from HAZEL is based in rural Waikato - all items are handmade here.  All transactions are in New Zealand Dollars (NZD), and items will be dispatched from New Zealand. Please see the deliv ery and dispatch details below.

Where do you deliver to?

Due to issues with international deliveries, delivery is now only available to New Zealand customers.

Can I change or cancel my order?

If you would like to change or cancel your order please send an email. Most items are made to order, so if I have started creating your chunky goodness, you may be unable to cancel your order.

Can I collect my purchase?

Unfortunately, due to our rural location, I am unable to offer an in-person collection or return service.

Has my order been shipped?

You should have received a shipping notification from the website as well as one from Pass The Parcel. If you have not received these yet, your order might not have been shipped.

To double check, either click the "View Your Order" button on your confirmation email, or login to your account and check your order history.

I've checked and my order has been sent, how do I track it?

On your account page, or your order page there will be a tracking number. Click this tracking number to go to the Pass The Parcel website and track your order.

How do I care for my Couch Candy or chunky scarf?

The pure NZ wool used in the Couch Candy is unspun - that's how they get it so chunky. It is delicate in nature and should be treated with care. The wool will pill - gently pull the pills off. The wool will also shed - keep a lint roller handy!

Your item is not machine washable. Spot clean with a damp cloth.

What happens if my parcel arrives and it's not what I expected?

Please email within 24 hours if an item you have purchased is not what you expected, please ensure that you familiarise yourself with the returns policy below.  Please note: if an item is on promotion or clearance, the sale is final and cannot be returned.

Dispatch and Delivery

Due to the high demand for handmade chunky goodness and because we live so far from the courier depot, the minimum dispatch time for an order is three business days. If your order is urgent, please email before your order is placed.

Couch Candy is handmade to order, so please allow three weeks for your chunky goodness to be made.  If you urgently require your Couch Candy, please email to chat about your order.

You will receive an email once your item has been dispatched.  If it has been more than four business days and you have not received your dispatch notification please check your junk folder, if the email is not in the junk folder please send an email.

Parcels sent within New Zealand are sent using Pass The Parcel.  Once your parcel leaves the depot, please allow up to three business days for delivery.  Delivery to the South Island can take up to four business days.

If you are concerned about a delayed delivery, please send an email.

Please be advised that parcels will be delivered to the address entered at the checkout.  Any parcels that are returned to HEART from HAZEL HQ because the delivery address has been entered incorrectly will incur an additional delivery charge.  Any deliveries accepted by a person residing at the address provided are the customer's responsibility.

Returns

I sincerely hopes that when your parcel arrives, you are happy with your purchase.  Please be advised that as per the Consumer Guarantees Act, I am not obliged to provide a refund or exchange for change of mind or circumstances.

Please consult the Colour Chart before you make a purchase, and if in doubt, purchase some samples before you commit to a colour. Please be advised that due to the DIY nature of kits and wool for wall hangings, these are unable to be returned.

Returning a faulty item

Everything I sell is hand made in New Zealand, please be aware that a machine finish is not possible. The pure NZ wool used for Couch Candy, scarves and chunky knit kits is unspun - that's how they get it so chunky. It is delicate in nature and should be treated with care. The wool will pill - gently pull the pills off. The wool will also shed - keep a lint roller handy!

Your item is not machine washable. Spot clean with a damp cloth. Small flaws, yarn inconsistencies and pilling and molting from normal use are not deemed to be faults.  In the unlikely event that your item is faulty, please send an email.

Please read the conditions below for returning incorrect or faulty items;

  • Email and quote your order number, and let me know what the fault is
  • Post the item/s using a tracked service, to the address given when the return is accepted
  • Email and advise that you have returned the item, and let me know the tracking number
  • The item/s must be returned to HEART from HAZEL HQ within 14 days of the delivery date
  • The item/s must be in original condition
  • Please note: sale items can not be returned

If returned items meet the above conditions, a refund, or credit will be issued within three (3) working days.  Credits are issued in the form of a gift card, credits are valid for 60 days, and will be for the price of the purchase less postage.