Orders:
Q: I haven't received my order confirmation email. What should I do?
A: Following your order placement, a confirmation email is sent shortly. In case it's not in your inbox, check your spam folder. If you can't find it, promptly email hempdreamsnz@gmail.com, and we'll resend it.
Q: What payment methods do you accept?
A: We accept major payment methods like Visa, Mastercard, AMEX, Paypal, AfterPay, Zip Pay, and Klarna, ensuring flexibility for our customers.
Q: The item I want is out of stock. What's the procedure?
A: If the desired item is currently out of stock, you have the option to pre-order, ensuring you won't miss out on the next shipment. Prepayment will be taken.
Q: Does my order include tax?
A: New Zealand customers will have the standard 15% GST included in their order. For international customers, orders are GST-free. Check with the local customs office for potential duties and taxes.
Shipping and Delivery:
Q: Do you offer free shipping?
A: Yes, we provide free shipping for orders exceeding $200 NZD for Australia and New Zealand.
Q: How much is shipping?
A: Shipping costs are meticulously detailed based on order value and location. For orders over $200 NZD (Australia and New Zealand), shipping is free. Rates for orders under $200 NZD vary, it will be calculated at your check out.
Q: How quickly will you ship my order?
A: Our commitment is to dispatch all orders placed within 3 working days. Slight delays may occur during peak times.
Q: When will my order arrive?
A: The arrival time of orders varies based on the destination. For detailed estimates, it's recommended to check our shipping page.
Q: My order hasn't arrived?
A: Rest assured, we have comprehensive tracking in place. Customers receive an email with a tracking number soon after placing an order. Utilize the tracking code to monitor the order's progress.
Q: My order has been Returned to Sender. What do I do?
A: If an order is Returned to Sender due to an incorrect shipping address or failure to collect the package, reshipment is at the customer's expense.
Q: I just placed an order and my shipping address is incorrect. How do I update this?
A: If you notice an incorrect shipping address, please contact us as soon as possible to update it. If the order has already been dispatched, we'll need to wait for the item's return before reshipping it to the correct address.
Returns:
Q: I would like to return a product. How do I do this?
A: Our returns process is streamlined through our Returns Portal. For eligibility and specific details, please refer to our Returns Policy.
Q: My product is faulty. How do I return it?
A: We are passionate about offering quality products, and in the rare event that a product arrives faulty or damaged, we honor a replacement or full refund when the item is returned within 7 days of receipt.
Hemp Care Guide:
Q: How do I wash my hemp bed sheets?
A: Wash your hemp bedsheets separately in cold water (<40 degrees Celsius) using a gentle detergent.
Wash on a gentle cycle with similar colors, whether using a washing machine or hand washing.
Avoid using bleach or detergents with optical brighteners, as these can damage the fabric.
If hand washing, limit soaking time to a maximum of 10 minutes.
Q: What's the best way to dry my hemp?
A: Air-dry your hemp bedsheets in the shade to preserve their quality and prevent color fading;
If using a tumble dryer, select a low heat setting and promptly remove the sheets once dry.
Use a dryer sheet if tumble drying to reduce static cling.
Q: Should I wash my hemp before I use it?
A: Absolutely! Remember that Hemp sheets naturally become softer with each wash, enhancing comfort over time. Prior to the first use, washing your hemp is highly recommended to enhance its softness and remove any residual substances from the manufacturing process.
Q: Can I tumble dry my hemp?
A: If using a tumble dryer, select a low heat setting and promptly remove the sheets once dry.
Use a dryer sheet if tumble drying to reduce static cling.
Q: Can I iron my hemp?
A: Hemp's natural charm includes its unique texture, and ironing is not necessary. However, if you choose to iron, do so on a high heat/high steam setting while the hemp is still damp, using smooth, long strokes.
Other:
Q: How do you honor your commitment to sustainability and ethics?
A: We are committed to constantly improving our business operations to reduce our impact on the planet. We select our suppliers carefully and make sure that all the products are certified.
Q: What is so great about hemp bedsheets?
A: Hemp bedsheets offers natural breathability, thermoregulation, and antibacterial qualities for a comfortable night's sleep. It is the strongest and longest-lasting natural textile fiber available, ensuring longevity with proper care.
Q: What is the thread count of Hemp?
A: Hemp is not measured by thread count; instead, it is assessed by weight, falling within the range of 165-170gsm.
