Sale Terms and Returns.
What to expect when you buy from us, and what happens if something goes wrong.
These terms apply to anything you buy from Morris & James, whether through this website or our online shop: the Mail Club, the Kids Klay Club, the book, and work by the New Zealand artists we feature. They sit alongside our Terms of Use. By placing an order you accept them.
Who you are buying from
Morris & James Matakana Limited, 42 Victoria Street, Warkworth, Auckland 0910, New Zealand. Contact marketing@morrisandjames.co.nz. Please quote your order number.
Prices and payment
Prices are in New Zealand dollars and include GST. Payment is by card at the time of ordering, through a secure payment page run by our payment provider; we never see or store your card details. Your order is confirmed when you receive our confirmation email. If a price or product is shown in error, we will tell you before dispatch and offer you the choice of paying the correct price or cancelling for a full refund.
Postage and delivery
We post within New Zealand. The Mail Club, the Kids Klay Club and the book include New Zealand postage. Work by featured artists is posted at a flat rate shown at checkout: $10 to North Island addresses and $15 to South Island addresses. Rural addresses may take a day or two longer.
Most orders are posted within three working days and arrive within two to four working days of posting. Presale items are posted from the date shown on the product page; please allow for that date plus delivery time. Posting dates are our best estimate, and we will let you know if an order is going to be late.
Overseas orders are by arrangement. Tick the postage quote box on the order form, or email us, and we will quote the postage before anything is charged.
Please check your delivery address carefully. We are not responsible for orders sent to an address given to us incorrectly, though we will always do what we can to help recover them.
Presales
Some items are sold on presale: you pay when you order, and the item is posted from the date shown on the product page rather than straight away. Presale lets us confirm numbers with the maker before anything is made or printed. The posting date is our best estimate; if it moves, we will email everyone who has ordered. You can cancel a presale order for a full refund at any time before it is posted. Once a presale item has been posted, the rest of these terms apply as for any other order.
Handmade work
Work by our featured artists is made by hand, usually in small numbers. Sizes, colours and finish vary from piece to piece and from the photographs. That variation is part of the work and is not a fault.
Damaged on arrival
If your order arrives broken or damaged, we will replace it at no cost to you. Email us within seven days of delivery with your order number and a photo of the damage and the packaging, and we will post a replacement as soon as one is available. Where a piece is one of a kind, the artist will make another; that can take a little longer and we will keep you posted. If a replacement cannot be supplied within a reasonable time, we will refund the order in full, including postage. Please keep the damaged item and packaging until we have been in touch, in case the courier needs to see them.
Faulty goods
If something is faulty, not as described or not fit for purpose, you have the remedies set out in the Consumer Guarantees Act 1993: repair, replacement or refund, depending on the problem. Contact us and we will sort it out.
Cancelling before dispatch
You can cancel an order for a full refund at any time before it is posted. Email us with your order number. Once an order has been posted it cannot be cancelled. Mail Club memberships have their own cancellation terms in our Terms of Use.
Refunds
Where a refund is due, for an order cancelled before dispatch, an item we cannot supply, or a remedy under the Consumer Guarantees Act, it goes back to the card you paid with, usually within ten working days. We will email you when it has been processed. We do not offer refunds for change of mind.
Lost in the post
If a tracked order has not arrived within ten working days of posting, let us know and we will chase it with the courier. If it cannot be found, we will send a replacement or refund you.
Your consumer rights
Nothing in these terms limits your rights under the Consumer Guarantees Act 1993 or the Fair Trading Act 1986. Where you buy from us for business purposes, the Consumer Guarantees Act does not apply, and sections 9, 12A and 13 of the Fair Trading Act are excluded to the extent permitted by law.
Our liability
To the extent permitted by law, our total liability in connection with an order is limited to the amount you paid for it, and we are not liable for indirect or consequential loss. Nothing here limits liability that cannot lawfully be limited.
Governing law
These terms are governed by New Zealand law.
Changes
We may update these terms from time to time. The version on this page when you order is the one that applies to your order. Last updated 5 November 2026.