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Shipping policy
Shipping Policy – Nana O’s Koko Alaisa
Last updated: October 29 2025
Welcome to Nana O’s Koko Alaisa. We’re proud to deliver a taste of home straight to your door. Please read our Shipping Policy carefully before placing your order. By purchasing from us, you agree to the terms below.
1. Order Processing
All orders are processed within 2–4 business days after payment is received.
Orders are not shipped or delivered on weekends or public holidays.
During high-volume periods or if ingredients are delayed, dispatch times may extend by a few days. We’ll contact you by email if there are any significant delays.
All Nana O’s Koko Alaisa orders are packed and shipped from Māngere, Auckland, New Zealand.
2. Shipping & Delivery
We currently ship within New Zealand and to select international destinations.
Once your order has been dispatched, you’ll receive an email with your tracking number and delivery details.
Delivery times vary depending on your location and courier performance. Please allow additional days for rural addresses, customs processing, or peak periods (e.g., holidays).
If your order has not arrived within 7 business days for New Zealand deliveries or 14 days for international deliveries, please contact us at nanaoskokoalaisa@gmail.com with your order number and delivery details so we can follow up.
3. International Shipping
We’re working to make Nana O’s available worldwide.
When ordering from outside New Zealand:
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Customs, duties, and taxes: Any import duties or local taxes are the buyer’s responsibility. We have no control over these charges and cannot predict their amount.
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Transit times: International delivery typically takes 3–14 business days, depending on the destination and customs clearance.
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Customs delays: Occasionally, packages may be held or inspected by customs. Nana O’s Koko Alaisa is not responsible for delays once your parcel has left New Zealand.
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Undeliverable parcels: If an international parcel is returned due to an incorrect address, unclaimed parcel, or refusal to pay customs fees, reshipment may incur an additional cost.
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Tracking and delivery follow-up: If you haven’t received your international order within 14 days of dispatch, please contact us at nanaoskokoalaisa@gmail.com with your tracking number and full delivery details. We’ll work with our courier partners to resolve it promptly.
4. Order Changes & Address Errors
Please check your delivery details carefully before placing your order.
If you need to update your shipping address, contact us as soon as possible at nanaoskokoalaisa@gmail.com.
Once an order has been dispatched, we can’t guarantee changes.
5. Lost or Damaged Packages
We take care in packaging every order.
If your parcel arrives damaged or appears lost in transit, contact us within 7 days of expected delivery at nanaoskokoalaisa@gmail.com, including your order number and photos (if applicable).
We’ll work with our courier partners to investigate and resolve the issue promptly.
Please note: Once an item has been confirmed as delivered by the courier, Nana O’s Koko Alaisa is not liable for loss or theft that occurs after delivery.
6. Delivery Confirmation & Tracking
You’ll receive a tracking number once your order ships.
If tracking shows “delivered” but you haven’t received your parcel, please check with neighbours or your local depot before contacting us.
7. Returns Due to Non-Delivery
Orders returned to us because of an incorrect address, unclaimed parcel, or unpaid customs charges may be refunded minus original shipping costs or reshipped at the buyer’s expense.
8. Consumer Rights (New Zealand Customers)
Nothing in this Shipping Policy limits your rights under the New Zealand Consumer Guarantees Act 1993 or the Fair Trading Act 1986.
If an item arrives damaged, defective, or not as described, please contact us — we’ll ensure the appropriate remedy under New Zealand law.
9. Contact Us
If you have any questions about your order or shipping, please contact our team at:
📍 Māngere, Auckland, New Zealand