SUPPORT

We are a 100% New Zealand owned business we pride ourselves on sourcing affordable bakeware products from global distributors that you won’t find in New Zealand stores. We source all things baking including, pastry tools, cake moulds, oven mitts, baking liners, dessert decorators, cookie cutters & loads more.

If you love baking and cooking up a storm in the kitchen and you need quality products at great prices then you have come to the right place!

We do not have a physical store, nor do we hold any stock. As a New Zealand business, we pride ourselves on sourcing affordable bakeware products from global distributors that you won’t find in New Zealand stores. You’re not paying for our bricks and mortar, our staff costs are low, which means you pay LESS at the checkout.

The best way to get an INSTANT answer to your question is to visit our contact page. There you will find answers to many of our commonly asked questions, or you can contact our customer care at enquiry@bakeware.co.nz who will be able to assist you with your query. If your query is very URGENT then we are available on Chat.

We pride ourselves on processing orders as efficiently as we can. The majority of our orders are processed instantly as our ordering system is automated. In the unlikely event that your order has not been processed, we may be able to cancel your order and refund payment. To request a cancellation go to our contact page and submit an enquiry for Request a Cancellation. We do not have to give a refund if you change your mind about a purchase.

Unfortunately it is unlikely that we can change the order as the majority of our orders are processed instantly as our ordering system is automated. In the unlikely event that your order has not been processed, we may be able to change it, please let us know as soon as possible. Once your order has been shipped we can't change your address or any part of your order. You can contact New Zealand Post and ask for an address redirect once your item is in New Zealand.

If you are unsure of the sizing of the product you are wanting to purchase, please check the following:

• Look at the images on the left of the product listing first.
• Check the specifications below the product listing as this may include sizing.
• If there is no sizing for the product, then contact us for more information before you order.
• If you order without checking we cannot be held responsible for an incorrect choice.

It can take up to 3-7 days before you receive the international tracking. Delivery can take 15-35 days. You’re not paying for our bricks and mortar, our staff costs are low, which means you pay less at the checkout.

Once your order has been processed we can't cancel it. Please make sure you choose carefully as we don't cancel orders if you change your mind or if it is no longer needed. We don't guarantee delivery timeframes, they are estimates only and we can't control the mail system. Please check this when you order as we can't guarantee you will get your parcel for a special birthday or occasion.

It can take up to 3-7 days before you receive the international tracking. Delivery can take 15-35 days. If your tracking shows that your parcel has been in transit for 35 days this does not mean it is lost. It may be held up for numerous reasons including less freight flights, a backlog of mail, customs and because of the current climate. In some cases the tracking will show cancellation, please let us know immediately if you see this, we will investigate and if necessary re-issue the tracking. We would recommend you go to our contact page and submit an enquiry for Parcel Lost or Cancelled.

Please note that where products are faulty or damaged upon delivery, photographic evidence of the damage or fault must be submitted to support via the contact page as soon as possible of receipt of the product.

To lodge a claim:

• Simply contact our support team through your account dashboard and provide our team with a description of the fault. To assist our team in providing you with a speedy resolution, please include photos and/or a short video demonstrating the damage or fault with your product.
• Our support team will review your claim and in the first instance, attempt to troubleshoot and resolve the issue for you without the need to return your product.
• If it is determined via troubleshooting that your product may be faulty, our team will provide instructions to have the product returned for assessment. If the product does need to be returned, we will arrange return shipping at no cost to you.
• Once we receive the product, our experienced team will assess it and determine how to best resolve the issue.
• As an online retailer, we do not have a physical retail store where you can return your faulty products. As such, it is important that you provide our team with as much information as possible (including photos and/or videos) to ensure your product fault can be diagnosed promptly, and so that we can resolve your issue.

We will repair your product where possible and may need to order parts that are required to complete this. We will replace the product if necessary. Depending on the nature of the fault, you may be entitled to a refund or a replacement.

Once we have assessed your product we will then instruct you to return your product if we deem it necessary for it to be fixed, replaced or remedied.

• Please do not return your product to the address on your shipping label.
• Please include your original courier packaging when possible.
• Please do not send your product back if you have not been instructed to.
• Please do not send your product back if you have changed your mind on your purchase.

We do not have to give a refund if you change your mind about a purchase - so please choose carefully.

If you have already used your product we cannot accept a return or refund.

If the product you have bought is faulty, we will provide a remedy as required by the Consumer Guarantees Act.