Shipping policy

Important - order processing times are separate from the shipping times. 

All orders are processed within 1 to 2 business days (excluding weekends and holidays) after receiving your order confirmation email. Ready made in stock items will be dispatched within 1-2 days of processing.  Items which need to be made or are out of stock can take between 2-6 weeks.  You will receive another notification when your order has shipped. 

We ship with DHL and New Zealand Courier Post but be aware that delays may occur that are outside of our control due to seasonality and other delivery network service problems.

In-store pickup

You can skip the shipping fees with free local pickup at our Nelson, New Zealand store. After placing your order and selecting local pickup at checkout, your order will be prepared and we will send you an email when your order is ready along with instructions. 

Our in-store pickup hours are 9am-5pm on Monday to Friday and 9am-2pm Saturdays. Please have your order confirmation email with you when you come.

International Shipping

We offer international shipping to many countries depending on the limitations of our delivery service provider(s).

At this time, we do not ship to India, Israel, Greece, Montenegro, Switzerland, Luxembourg, Romania, Russia & Portugal. 

Shipping charges for your order will be calculated and displayed at checkout. 

Your order may be subject to import duties and taxes (including VAT), which are incurred once a shipment reaches your destination country. Jens Hansen is not responsible for these charges if they are applied and are your responsibility as the customer.

How do I check the status of my order?

When your order has shipped, you will receive an email notification from us which will include a tracking number you can use to check its status. Please allow 48 hours for the tracking information to become available. 

If you haven’t received your order within 21 days of receiving your shipping confirmation email, please contact us at support@jenshansen.com with your name and order number, and we will look into it for you.

Shipping to P.O. boxes

We are unable to deliver to PO Boxes outside of New Zealand

Refunds, returns, and exchanges

Please see our full shipping and return policy here.

We can normally accept returns of non-custom engraved items provided you have notified us within 14 days after delivery, if the item is unused and in its original condition, and we will refund the full order amount minus the shipping costs for the return and any actual original shipping costs. 

In the event that your order arrives damaged in any way, please email us as soon as possible at support@jenshansen.com with your order number and a photo of the item’s condition. We address these on a case-by-case basis but will try our best to work towards a satisfactory solution.

If you have any further questions, please don't hesitate to contact us at support@jenshansen.com