Shipping & Handling
Stock Availability:
While every effort is made to ensure the stock count is accurate, from time-to-time there may be a stock discrepancy where we are not be able to fill all or part of your order when you made your initial purchase. In this situation, we will supply the available products to you, with the balance placed on back order. We will communicate with you to obtain your approval, with an approximate delivery date, or offer you the option to receive a credit for the balance or an alternative.
Delivery Times:
Most of our shipments are to a Rural Delivery address and Rural Delivery varies around the country as to how many times the RD mail person delivers per week to your property. Everything is supplied from New Zealand, so in general, we expect our shipments to take approximately between 6 to 10 days.
Once the product has left our premises the Courier and NZ Postal Services are a law to themselves. Snow, Flooding, Storms, High Winds, Ferries not Sailing all contribute to the difficulties of servicing the Rural Community. Farm Life cannot be held responsible for slow deliveries due to the nature of the rural business community we are supplying. Often, we’ll surprise you, but we are just reminding you of the wee challenges that living in a Rural community can have. If you have embroidery being completed onto your workwear, this can take around 2 to 3 weeks depending on the time of the year and workload going through the machines. Please be patient in this situation as the complexity of the process can take some time. However, you are welcome to call us on 0800 10 24 10 to check delivery if you feel time is passing by and nothing has arrived.
Shipping & Freight Costs:
Shipping or freight costs will be charged to the purchaser and added to your order. We use Courier Post for Rural Delivery as they are the only courier company that supply the Rural community via your RD Mail person in a reasonable time frame.
Returning samples for size changing or branding will be charged to your credit card.
We will pay for the return shipping of any product that we have sent in error or is damaged when it arrives to you - please call 0800 10 24 10 or email us.
Samples:
We are very happy to send out samples for checking Styles, Colour and Sizes.
This service is what makes this procedure easy and very convenient for you. Because of this, we ask for your help. Please open the clothing bags carefully at the end where they are sealed when they arrive so they are not damaged and can be reused and repacked if product is to be returned for a different size etc. Please do not remove the sizing labels from the items or reattach them if they are to be returned. Please put the samples into the correct bags with all the pieces included.
We use the “GOLDILOCKS PRINCIPLE”
We send you an alternating sample size range. If a Medium (M) is too Small and an Extra Large (XL) is too big --- then the Large (L) is the size for you.
Require larger sizes – No problem, same principle. If an Extra Large (XL) is too Small and an Extra Extra Extra Large (3XL) is too big then an Extra Extra Large (2XL) is for you.
Same process for the women’s sizing.
Returns & Procedures:
Returns are only available to customers within New Zealand. Returns must be returned within 2 weeks of you receiving the product. We use the courier delivery date sent to us by your RD Mail person as the starting point. We will pay for the return shipping of any product that we have sent in error or is damaged when it arrives to you - please call 0800 10 24 10 or email us.
All returns must be received by us, as they arrived to you - in a re-saleable condition, packed in the same packaging. Please ensure samples are unworn and unused, do not have any make-up, dirt/mud, marks of any sort or knife cuts on the items because if they arrive back to us in any of those conditions NO credits will be given.
Please call us FREE on 0800 10 24 10 if you have returns.
We have a simple procedure to help make it easy for you.
For RETURNS we will EMAIL you simple instructions to follow and we will attach a PDF file for a Pre-Paid and Pre-Addressed label for you to attach to your parcel so COURIER POST can send it back to us via your Rural Delivery Mail Person (or you can drop it off at a Courier Post depot or Courier Post Agent - often a Post Office - in your local township). The Pre-Paid aspect only activates to our Queenstown Office by the Courier Post once it’s collected by the RD mail person or handed over to your local Post Office or local Courier Post agent when they scan it in.
Use Existing Bag For Returns:
Turn the courier bag inside out and use Wide Clear Packaging Tape to secure the label to the clean side. Seal the end of the bag closed with the Branded Strip of Self Adhesive Label supplied with your order. If the bag is dirty on the outside, please just stick securely the return address label over the top of your farm address and securely Tape it up with Clear Tape. Seal the bag with the Branded Strip of Self Adhesive Label supplied.
Returns Due To Change Of Mind:
We will happily accept returns due to change of mind as long as a request to return is received by us within 5 working days of receipt of item(s) and are returned to us in original packaging, unused, still with labels on and in resaleable condition.
Call 0800 10 24 10
Return shipping will be paid at the customers expense and will be charged to your credit card. Once returns are received and accepted by us, refunds will be processed. We will notify you by email once this has been completed.
Farm Life will refund the value of the goods returned at the price paid but will NOT refund the value of any shipping paid.
Change of Delivery Address:
For change of delivery address requests, we are able to change the address at any time before the order has been dispatched. Once the order has left us we can’t alter the address. Please ensure it’s correct initially.
Parcels Damaged in Transit:
If the wrong product has been received please call us immediately.
( 0800 10 24 10 )
If you find a parcel is damaged in-transit, if possible, please reject the parcel from the courier and get in touch with our customer service on 0800 10 24 10.
If the parcel has been delivered without you being present, and is damaged, please contact our customer service for the next steps to follow. Before using/opening if possible. We will require photos to lodge a claim again the Couriers.
Insurance:
Parcels are insured for loss and damage up to the value as stated by the courier. We will process a refund or replacement as soon as the courier has completed their investigation into the claim. Please note: we have no control over external processing times such as this.
Cancellations:
If you change your mind before you have received your order, we are able to accept cancellations at any time before the order has been dispatched. If an order has already been dispatched, please refer to our refund policy.
Customer service:
For all Customer Service enquiries, please email us at hello@farmlife.shop or call 0800 10 24 10
