HELP CENTER
FREQUENTLY ASKED QUESTIONS
CUSTOMER SERVICE INFO
: Our team works Monday - Friday 10am - 6pm and will respond to enquiries within the 24 hours. We DO NOT operate over the weekend. If you have emailed us over the weekend, we will respond as soon as we are back in on the following Monday.
- WHEN WILL YOU RESPOND TO MY ENQUIRY OR EMAIL?
- CAN I MAKE CHANGES TO MY ORDER? (E.G. CUSTOM CANDLE, DELIVERY ADDRESS)
: Once you have made your order, you will need to email us immediately at 2121mindbodyspirit@gmail.com to discuss potential changes. We can't guarantee we'll get your message in time, but if we do, we will certainly do our best to change things over for you. We can generally change things such as delivery information quite easily, however it is harder to change a custom order if it has already been prepared - please email us to discuss.
-MY ORDER IS MISSING PRODUCTS OR DIFFERENT FROM THE PHOTO
: If your order is missing products or add-ons, please send us an email to 2121mindbodyspirit with your order number and a photograph of how the order was received.
We can refund for missing add-ons.
If you feel as if your order is very different from the photo, please email a photo of how your order was received.
Please keep in mind that every crystal candle is hand made and some of the crystals and/or flowers are all different shapes, sizes and colours or limited in supply, so there may be slight variation from candle to candle such as the placement of crystals, the color of flowers, embellishments packaging etc.
The contents may also shift slightly during the transportation process. We do package every order tightly to minimize movement.
We endeavor to make every 2121 Product as closely as possible to the photos and product descriptions on the website, subject to the availability of product from
our suppliers.
-PACKAGE SENT OUT, BUT COULDN'T BE DELIVERED DUE TO WRONG PERSON, INCORRECT ADDRESS PROVIDED OR NO ACCESSIBILITY
- Wrong person at address
-
No contact person provided for the delivery
-
Incorrect address provided
- No access to building
-
order lost in transit
We can provide a 30% refund of the total purchase price if your order was delivered to the wrong address ( wrong address entered in the checkout on your own doing ), or if your package was stolen. if you wish for us to re-send a replacement order, we will need to charge 70% of the price for a new package to be sent.
This is because we have already done our part and sent the box out according to the instructions you have provided. If you do require further information regarding your orders status you will need to contact our courier partner NZPOST with your tracking details provided In your order confirmation.
CANCELLATION POLICY
-CANCELLATION POLICY
Due to the high volume of orders, we prepare your orders 1-2 days after your order has been processed. custom candles require additional time which you will find in the description box of the create your own candle
Full Refund
If you need to cancel your order, we can provide a full refund if you notify us the same day or at least 1-2 days after your order has been processed.
custom candles will have a 50% refund policy also as we can not on-sell or re-use custom designed candles.
Please email 2121mindbodyspirit if you need to cancel your order.
DELIVERY
WHICH AREAS DO YOU DELIVER?
We deliver NZ nation wide.
WHAT IF I NEED TO REQUEST A DELIVERY TIME?
Due to us working with third party party delivery companies, we cannot guarantee your exact delivery time.
For Overnight Delivery nationwide, NZPost will deliver your order between 9am-8pm.
We try our best to get your order packaged and delivered in a timely manner, however as our delivery is carried out by a third party delivery service, we CAN NOT GUARANTEE that your order will be delivered on the exact date you require. Please order 2-3 days in advance if you are worried about this.
CAN I TRACK MY ORDER?
Yes, of course. You will receive a tracking number via email once your shipping label has been printed by us, prior to your order being prepared.
You will be able to click on the tracking link within that email to see your delivery information.Please allow some time for your tracking details to go live.
HOW MUCH IS DELIVERY?
NATIONWIDE Delivery $9.99
WHAT HAPPENS IF THE RECIPIENT ISN'T HOME?
If the recipient isn’t at home, a few things will happen:
-
The courier will leave the goods at the front or back door if the recipient isn't home and if there is a safe place to do so.
-
If the driver is unable to leave the package, we are generally notified and we can try to arrange immediately re-delivery to an alternative address, or the box will be sent back to us.
CAN I REQUEST A CUSTOM GIFT PACKAGE?
We can only discuss customisation gift packages if your gift box is valued over $100. if you would like us to customise a gift package together with confectionary or anything similar please send us an email with your requests to 2121mindbodyspirit@gmail.com
Alternatively we do offer the option to design you own custom candle which you will find here: design your own candle