MNZ customer service

Frequently asked questions

Delivery

FREE DELIVERY WITHIN EUROPE

For orders totaling 50 euros or more, we provide complimentary shipping. However, for orders below 50 euros, there is a flat fee of 5 euros per shipment.

WORLDWIDE DELIVERY

We provide worldwide delivery, and the specific delivery costs will be calculated and presented to you during the checkout process.

Account

Create an account : You can easily and free of charge create an account via  https://www.manukanewzealand.eu/my-account/
Logging in: Logging in is quick and easy via  https://www.manukanewzealand.eu/my-account/
Forgot your password? : No problem.  You can easily request your account password via https://www.manukanewzealand.eu/my-account/lost-password/

ORDERING

Simple and fast
Placing and paying your order is easiest and fastest via our online shop.

Order Confirmation
You will automatically receive an order confirmation by e-mail. 

Name and address details
In order to process your order properly, we also need your telephone number and e-mail address in addition to your address details. Your data will not be sold or passed on to third parties!

Different delivery address
You can enter a different delivery address during your order.

PAYMENT OPTIONS

PRICES

All prices quoted include VAT.
Including 9% VAT : Food | Including 21% VAT : Cosmetics
Errors and changes reserved. If the exchange rate changes, a price change can be made without prior notice or new price list. Price changes subject to change. Printing and publishing errors reserved. Prices stated on this website include VAT. If you are ordering with a valid EU VAT number, you can add this during the checkout which will result in a 0% VAT charge.

DELIVERY TIMES

Our order processing hours are within the standard business timeframe, precisely from 7:00 AM to 9:00 PM on weekdays. Subsequently, once your order has been processed, the delivery window extends over a range of 2 to 10 business days. To gain further insights into your shipment's status and whereabouts, please make use of the tracking details conveniently supplied within your shipment confirmation email. Should you require any additional assistance or have inquiries, please do not hesitate to contact our customer support team. Orders are being shipped with either PostNL or UPS.

RIGHT OF WITHDRAWAL

To reach our dedicated customer service team, you can contact us either by phone at 020 – 820 51 10 or by email. We kindly request that you ensure proper packaging and only return products that are complete. Additionally, please make certain that your package is sent with sufficient postage to the following address:

Return address
Manuka New Zealand BV (Europe), Attn. returns, Sloterweg 150, 1171 CV Badhoevedorp

Important
Our return and exchange policy allows you a 14-day window, commencing from the day you receive the product, during which you can initiate a return or exchange without the need to provide specific reasons. For a successful return or exchange, it is essential that the product is in its complete state and returned in its original packaging, whenever reasonably feasible. Products that exhibit signs of damage, use, or incompleteness do not qualify for either exchange or refund. Please note that this 14-day cooling-off period is exclusively applicable to consumers. Any associated costs and the responsibility for the return shipment lie with the customer. Notably, personal and perishable products can only be returned if the packaging remains sealed.

Cooling off period
Upon receiving your order, you are granted a 14-day "cooling-off period," which begins on the day you receive the product. During this timeframe, you have the flexibility to either cancel the purchase or opt for an exchange if you wish to do so.

If you want to take advantage of the cooling off period, please follow the following procedure:

To exercise your right within the 14-day cooling-off period, please notify our customer service team promptly after receiving your order. Products that come with a warranty seal can be returned as long as the warranty seal remains intact. When returning the product, please ensure it is undamaged and, if possible, return it in its original packaging. It's advisable to retain the shipping code as proof of the return shipment. Please be aware that the costs and risk associated with the return shipment are your responsibility. Manuka New Zealand BV (Europe) will promptly reimburse all payments made by the consumer, including any delivery charges imposed by the seller for the returned product, within 14 days from the day on which the consumer notifies us of their withdrawal. Unless Manuka New Zealand BV (Europe) offers to collect the product themselves, the repayment may be delayed until we have received the returned product or until the consumer provides evidence of having sent the product back, whichever occurs earlier. We will utilize the same payment method employed by the consumer for the refund, unless an alternative method is mutually agreed upon. The refund process is free of charge for the consumer.

Model withdrawal form

(only complete and return this form if you wish to withdraw from the agreement)
– To: Manuka New Zealand BV (Europe)
Attn. Returns - Sloterweg 150 - 1171 CV Badhoevedorp - The Netherlands

– I/We* hereby inform you that I/we* our agreement concerning the sale of the following products: [ product designation ]* the delivery of the following digital content: [digital content designation]* the provision of the following service: [service designation]*, revoke/revoke*
– Ordered on*/ received on* [date order for services or receipt for products]
– [Name of consumer(s)]
– [Address consumer(s)]
– [Signature consumer(s)] (only when this form is submitted on paper)
* Strike out what is not applicable or fill in what is applicable.