FAQs
Q: Are your products ready to ship?
A: Yes, but most of our products are currently available for pre-order, which usually takes around 2 weeks to arrive from the Philippines.
Only our on-hand items are ready to ship immediately.
Q: Can I pick up my order instead of waiting for shipping?
A: Yes! You can choose free pick-up at Serjeant Street, Henderson.
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On-hand items are ready to pick up immediately.
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Pre-order items usually take around 2 weeks to arrive from the Philippines, and you’ll be notified once your order is ready for collection.
Pick-up is available Monday–Saturday, 12:00 PM – 5:00 PM
Q: How much is shipping?
A: All orders are shipped via NZ Post, Monday to Friday, 10:00 AM – 5:00 PM.
Shipping fees range from $7–$10, depending on your location and parcel size. Delivery usually takes 1–2 business dayswithin New Zealand.
Q: Can I cancel or change my order?
A: We understand that sometimes you may need to cancel or change your order. Please note the rules for pre-order and on-hand items:
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Pre-order items: Once payment is confirmed and the order batch is submitted to the supplier, cancellations or changes are not possible.
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On-hand items: You can cancel or modify your order before it is shipped.
Q: What if my product arrives damaged or incorrect?
A: Please contact us within 48 hours of receiving your order. We will do our best to resolve the issue with a replacement or partial/full refund, depending on the situation.
Q: Can I return a product if I change my mind?
A: We understand sometimes you may want to return your order, but please note the following rules for pre-order and on-hand items:
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Pre-order items: We’re sorry, but returns for change of mind are not accepted due to the pre-order nature.
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On-hand items:
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Before shipping: Returns or exchanges may be possible. Please contact us to confirm.
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After delivery: Returns cannot be accepted as these are beauty products.
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Q: How can I contact Hiraya?
A: You can reach us via our Contact Us page or send us an email at: shophiraya.nz@gmail.com