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Customer Service


  • Our Guarantee
  • Ordering
  • Payment
  • Availability
  • Freight
  • Taxes and Duty
  • Returns Policy
  • Refund Policy
  • Security Policy
  • Privacy Policy
Our Guarantee
We guarantee that you will be 100% satisfied with the products J A Simons Ltd sends to you. If for any reason you are not happy with our products, you can return the items to us within 14 days of the delivery of your order for a full refund. See our Returns Policy and Refund Policy below.

The jewellery we supply will vary in colour from the pieces shown on our website. You can see the variation to expect by looking across all of the samples shown. We promise to only ship jewellery that we consider beautiful, but our guarantee specifically includes your satisfaction with the colour of the jewellery supplied.
Ordering
You can shop on our site 24 hours a day, 7 days a week.

Use the categories on the left to find items you would like to look at.  For more information about each item, simply click on the image.  To help with 'Currency Exchange Conversions' you can then use the 'Convert Currency'.  All prices are in New Zealand Dollars.

Click on the 'Add to Cart' when you have found an item you would like to purchase.  You will then be taken to the 'Shopping Cart' for delivery details.

At this point, you can continue shopping or proceed to the 'Checkout' to place your order.  Please enter your details on the 'Place Order' page.  Your order is not finalised until you click on 'Place Order'.

An automated reply invoice is e-mailed immediately as confirmation upon successfully placing an order.

Your order will be accepted and the completion of the contract between you and us will take place on dispatch of the products ordered by you unless we have notified you that we do not accept your order.  Non-acceptance of an order may be a result of one of the following:

  • The product you ordered being unavailable from stock.
  • Our inability to obtain authorisation for your payment.
  • The identification of a pricing or product description error.
Payment

Accepted credit card types are Visa, Master Card, American Express and Diners Club.  Credit Card details are encrypted and put onto an SSL Secure Server.  See our Security Policy below.

Availability

If an item becomes unavailable for any reason after you have placed your order you will be advised.

Freight

New Zealand

The shopping cart will add $9 for freight up to 2kg anywhere in New Zealand.   J. A. Simons Ltd used Fastways, overnight delivery within the North Island and two to three days to the South Island.  Fastways have a track and trace system, we will have your tracking number in our store.  Please feel free to e-mail us regarding your tracking number. 

International

When shipping International, the shopping cart will calculate your freight for you, depending on the weight and destination.  Freight charges will be displayed before asking for payment details.

J. A. Simons Ltd offer two choices for freight with New Zealand Post:

International Air

  • Reliable and prompt worldwide delivery service.
  • Delivery to key destinations in 3 to 10 working days.
  • Can be sent to post office boxes.
  • Compensation for loss or damage up to NZ$250.
  • J. A. Simons will buy additional insurance on orders over $NZ250 FREE of charge to you.

International Economy

  • When speed is not as important.
  • 15% off standard International Air Parcel rates.
  • Delivery to key destinations in 3 to 5 weeks.
  • Can be sent to post office boxes.
  • Compensation for loss or damage up to NZ$250.

You can expect that items will usually arrive at their destination within the time frame specified.  Delivery to areas outside major cities, or where your item is dutiable or is held in customs, may take longer.  Delivery times exclude weekend and public holidays.

Taxes and Duty

Our prices only include relevant New Zealand Taxes for New Zealand customers.  Applicable Taxes and Duties for Countries other than New Zealand are your responsibility, as are any clearance fees associated with importation.  Most countries have a minimum threshold under which tax and duty are not collected.  This varies from country to country, but small orders will normally incur no added importation cost.

Returns Policy

J A Simons Ltd carefully checks products before they leave our store to ensure they are in perfect condition.

Within 14 days of delivery of your order, you may return any item you have purchased from J A Simons Ltd, for any reason, for a full refund, using the same method as your original payment.  You must ensure that the items be returned following these conditions:

  • Using the same freight
  • Undamaged and in original condition and packaging
  • Suitably re-packed for freight
  • Must include the original receipt slip
  • Notification to us that you are returning the items.

The shipping cost of returned items is the responsibility of the purchaser, unless the return is a result of our error.  The original shipping cost of returned items will not be refunded, unless the return is again the result of our error.  Returned items are the responsibility of the customer until they reach us, as we cannot be held responsible for goods lost in transit.

If goods do not arrive please contact us and advise.  We require written confirmation so we can advise our postal authorities, and before we can process a replacement or a refund as appropriate.  Please include your order payment, and/or receipt number, and your delivery tracking number (if you have been issued one).

If replacement items are required, you will not be charged postage a second time for replacement items.

If items of an order have been damaged during shipping, you must:

  • Notify us by e-mail, within two days of delivery.
  • Provide your payment receipt and/or order number.

Care has been taken to portray and describe goods correctly and accurately, but slight variations in actual goods supplied can occur.  This is particularly relevant to our products such as Paua 'Abalone' Shell, Greenstone, Bone Carvings, Wood Carvings etc.  Colour can also be affected by the monitor you are using.

Please e-mail us before you would like to return any items that you have purchased from J A Simons Ltd.

Returns should be sent to:

J A Simons Ltd, 217 W Heretaunga Street, Hastings 4122, New Zealand

Refund Policy

We can process refunds only for items purchased from J A Simons Ltd.  Please do not send us items that do not meet the conditions outlined in the Returns Policy, as we do not issue refunds for non qualifying items and cannot return the items back to you.

We'll notify you via e-mail of your refund once we've received and processed the returned item.  You can expect a refund in the same form of payment originally used for purchase within 7 to 14 business days of our receiving your return.  If your return is due to our error, we will refund your original shipping costs.

Security Policy

J A Simons Ltd, is committed to providing 100% security to you.

We have a physical location where you can purchase New Zealand Souvenirs direct from J A Simons Ltd.

All information that you provide us with is encrypted and transmitted via a 128bit SSL (Secure Socket Layer).  SSL is the industry standard for the transmission of credit card details.  It is very important to us that any information you give remains completely safe and confidential.

Your bank will have additional details about the security of your credit cards.  Remember to look for the padlock or unbroken key that will appear whenever you are providing us with personal information.

Privacy Policy

J A Simons Ltd, New Zealand Souvenirs is committed to protecting the privacy of our customers.

We collect information about you for the purpose of fulfilling your orders and providing you with product information.  this information will be sent via e-mail to you with your consent.  The information we will collect includes the following: your name, address, phone number and e-mail address.

We will not send you any marketing e-mails.

We promise that your personal details will not be used for other purposes.  Please feel free to check the information we hold about you by e-mailing us.  We will delete or correct information promptly if need be.