Shipping policy
Where We Ship
We currently ship within New Zealand only. We're not able to fulfil international or Australian orders at this time.
Order Processing
Every letter is personalised to order, so please allow processing time before it ships:
- Standard processing: 5-10 business days from order confirmation, depending on personalisation.
- Each letter is individually written, printed, sealed, and quality-checked before it leaves our workshop - this care is what makes it an heirloom piece, and it takes a little longer than off-the-shelf mail.
During our peak season (November–December), processing times may extend as order volumes increase. We'll update this page with current estimates as the season progresses.
Delivery Timeframes
Once dispatched, delivery typically takes:
- Standard shipping: 2–5 business days (urban areas)
- Rural delivery: 3–7 business days, as rural addresses are subject to your local carrier's delivery schedule
These are estimates provided by our shipping carrier and are not guaranteed delivery windows. Delays can occur during peak periods, due to weather, or due to circumstances outside our or the carrier's control.
🎄 Christmas Delivery Cutoff
To receive your letter in time for Christmas, orders must be placed by:
10 December
Orders placed after this date may still arrive before Christmas, but we can't guarantee it once we're inside the cutoff window - courier volumes peak hard in December and delivery times can extend. If Christmas delivery is essential, we'd encourage ordering as early as possible rather than right on the deadline.
Shipping Costs
Shipping costs are calculated at checkout based on your delivery address and selected shipping method.
Tracking
Once your order ships, you'll receive a shipping confirmation email with tracking information (where available), so you can follow your letter's journey home.
Address Accuracy
Please double-check your delivery address at checkout. As letters are personalised and produced specifically for your order, we're unable to accept responsibility for non-delivery or delay caused by an incorrect or incomplete address supplied at the time of order. If you spot an error shortly after ordering, contact us immediately at info@acornpost.co.nz and we'll do our best to update it before dispatch.
Lost or Delayed Parcels
If your order hasn't arrived within the expected delivery window, please get in touch at info@acornpost.co.nz with your order number. We'll investigate with our carrier and do everything we reasonably can to help - including reprinting and resending where a parcel is confirmed lost in transit.
Nothing in this policy affects your rights under the Consumer Guarantees Act 1993, including your right to receive goods within a reasonable time.
Questions?
Reach us any time at info@acornpost.co.nz - we're a small NZ-based team and happy to help.