HELP & FAQs
ORDER & PAYMENT
how can i be sure my order went through?
Once your purchase is complete, you’ll receive an order confirmation email with all the details.
Can’t find it? Be sure to check your spam or junk folder. If it’s still missing, simply reach out to us via the Contact Us form — we’ll gladly resend it for your reference.
Can I make changes to my order?
*Please note that once an order has been placed, we’re unable to cancel or make changes to it.
If there’s an issue with your order, you have 14 days to get in touch with us.
Once your order arrives, you’re welcome to return it — please refer to our Returns page for full details.
how can i pay?
We accept all major payment methods, including Visa, Visa Debit, PayPal, Apple Pay.
Is online shopping secure?
At OWAYKI, we take online security very seriously. We never store any financial information on our servers. To ensure your personal data is protecte OWAYKI partners with trusted and reputable third-party hosting providers and secure payment gateways.
gst
GST (15%) is included in all product prices listed on our NZ site for orders shipping within New Zealand.
For international orders, VAT and any applicable taxes are either included in the product price or calculated at checkout, depending on your shipping destination.
Do you offer gift wrapping?
Gift wrapping is available for NZD $7 per order. Just tick the Gift Wrapping box in your shopping bag, and you can also include a personalized message.
Learn more at GIFTBOXS.
SHIPPING
What are the shipping costs and delivery times?
For the latest information on delivery options and shipping details by region, please visit our Shipping page.
INTERNATIONAL ORDERS - SHIPPING COSTS AND TIMEFRAMES
We ship worldwide, and prices will be displayed in your local currency once you select your shipping country.
For detailed information on international shipping costs and delivery times, please visit our Shipping page.
INTERNATIONAL ORDERS - CUSTOMS DUTY AND TAXES
For some international countries, custom duties and taxes are included in the price. At Checkout, you’ll see a message confirming that no additional import charges will apply.
RETURNS
HOW DO I RETURN MY ITEM?
To return an item, please use our online returns portal.
You have up to 60 working days from the date you receive your order to initiate a return.
We aim to process all returns within 14 working days. However, during peak periods, this may take up to 30 working days.
For more details, please visit our Returns FAQs.
CAN I EXCHANGE MY ITEM?
Please note that we no longer offer exchanges.
If you have any questions, our team is here to help — feel free to contact us.
RECEIVING YOUR REFUND
We aim to process all returns within 14 working days. However, during busy periods, this may take up to 30 working days. All refunds will be issued to the original payment method.
Please note that shipping fees are non-refundable.
PERSONALISED ORDERS
DELIVERY
Please allow 7–10 working days for all engraved and monogrammed items to be dispatched (excluding weekends).
If your order contains both personalised and non-personalised items, they will be shipped together once the personalised piece is ready. Unfortunately, we are unable to split shipments.
REFUNDS
Please note that customised items are non-returnable and non-refundable unless they are faulty.
To check the status of your order, please contact us and include your order number for reference.
If you didn’t find the answer you’re looking for, please contact us. We aim to respond to all inquiries within 48 hours.