Terms of service
Terms and Conditions
Smoky Veils New Zealand Limited
This website is operated by Smoky Veils New Zealand Limited (“we”, “us”, “our”). By visiting our website and purchasing from us, you agree to these Terms of Service. Please read them carefully.
1. Our Products
We sell food products online to customers throughout New Zealand. All products are subject to availability. We reserve the right to limit quantities, discontinue products, or change prices at any time.
Product images are for illustration purposes only. Because our products are seasonal and handcrafted, actual items may vary slightly in appearance or colour from batch to batch. Always refer to the product label for current ingredient, allergen, and nutritional information.
2. Ordering & Payment
When you place an order, you’re making an offer to purchase. Your order is confirmed when you receive a confirmation email from us. If you don’t receive a confirmation email, please check your junk folder before contacting us.
We reserve the right to decline or cancel any order at our discretion - for example, if an item is out of stock or a pricing error has occurred. If we cancel a confirmed order, we’ll refund you in full and contact you to explain why.
We accept the following payment methods:
• Credit and debit cards (Visa, Mastercard, American Express)
• Afterpay / Laybuy (where available)
All prices are in New Zealand Dollars (NZD) and include GST (15%) unless stated otherwise. Prices displayed on our website are for online purchases only and may differ from any physical stockist, market stall, or wholesale pricing.
If a pricing error occurs on our website, we reserve the right to cancel the order and issue a full refund rather than honour an incorrect price.We will always contact you before cancelling an order for this reason.
Promotions cannot be combined unless expressly stated.
3. Changing or Cancelling Your Order
We pack and dispatch orders quickly, so unfortunately we’re unable to make changes once an order is confirmed. If you need to cancel or make an adjustment to your order, contact us as soon as possible at smokyveils@gmail.com with your order number. If your order hasn’t yet been processed, we may be able to cancel it so you can re-order.
4. Delivery
We deliver to addresses within New Zealand, including rural addresses. We do not deliver to PO Boxes. Delivery costs are calculated at checkout based on your location and order size.
Estimated delivery timeframes from dispatch are:
• North Island - 2-4 working days
• South Island - 3-5 working days
• Rural addresses - 5-7 working days
Products are dispatched within 3-5 working days of your order being placed. Shipping and dispatch may take longer over public holidays and the festive season - we recommend ordering early if you need something by a specific date.
Timeframes are estimates only. We’re not responsible for delays caused by courier companies or circumstances outside our control. Once your order is dispatched, risk passes to you.
Please ensure your delivery address and the receiver’s name are accurate and complete before placing your order, including any business name if shipping to a work address. We cannot be responsible for orders that go missing due to incorrect delivery information.
If you have not received your order within 7 days of your dispatch notification, please contact us at smokyveils@gmail.com with your order number and we’ll follow it up straight away.
For full details of our delivery timeframes, shipping rates, and returns process, please refer to our Shipping & Returns Policy, which forms part of these Terms of Service.
5. Returns & Refunds
Because all of our products are food items, we are unable to accept change-of-mind returns.
We’re committed to the quality of our products and your satisfaction. If something isn’t right with your order, please get in touch - we’ll do our best to make it right.
If your order arrives damaged, incorrect, or not as described, please contact us immediately (within 48hours of receiving it) email smokyveils@gmail.com with the following:
• Use “Return/Damaged/incomplete order” in your subject line
• Your order number and name
• Full description of issue, condition, damage, incorrect or missing items
• Photographic evidence of the order and packaging
Please do not dispose of any items until we advise you to - we are often required to return goods to the courier for inspection. We'll arrange a replacement, store credit, or refund as appropriate once the claim has been assessed.
If you need to return a product, please contact us first so we can authorise the return and expect its arrival. Unauthorised returns will not be accepted. Approved returns must be received by us within 15 calendar days of delivery to you, in their original condition and packaging where possible.
Courier costs are generally non-refundable for undelivered, unclaimed, or returned packages, unless the error was ours. Return freight costs are the responsibility of the customer unless the return is due to our error.
If you selected the tracked shipping option - please note any damage on arrival when signing for it - signing without noting damage may affect the outcome of any courier claim.
Your rights under the Consumer Guarantees Act 1993 and Fair Trading Act 1986 always apply.
Natural Product Variation
Honey is a natural product. We produce small batch seasonal honey, which means flavour, colour, and aroma can vary between batches depending on what the bees are foraging - influenced by the weather and what's flowering that season. We take pride in the natural character of each batch and welcome any feedback about your experience. However, variation between batches is not considered a fault or defect and does not constitute grounds for a return or refund.
Our honey may also naturally crystallise over time, particularly in cooler temperatures. This does not affect the quality of the product and is not a defect. See our FAQ for guidance on how to soften crystallised honey.
6. Late or Missing Refunds
If you haven’t received a refund yet, please work through the following steps:
• Check your bank account again - sometimes refunds appear without a notification
• Contact your credit card company - it may take a few days before a refund is officially posted
• Contact your bank - there is often some processing time on their end
If you’ve done all of the above and still haven’t received your refund, contact us at info@smokyveils.com and we’ll look into it.
7. Subscriptions
Not available yet
8. Allergens & Food Safety
Allergen information is provided in good faith based on information supplied by our producers. Always read the product label on receipt. Our honey is aged in oak barrels that previously held whiskey. As a result, our products may contain trace amounts of alcohol and gluten.
9. Your Privacy
We collect and use your personal information to process orders, manage your account, and - where you’ve opted in -send you updates and offers. We handle your data in accordance with the New Zealand Privacy Act 2020 and do not sell your personal information to third parties. See our privacy policy under terms and policies as bottom of webpage (or add link)
10. Intellectual Property
All content on this website - including images, text, logos, and branding - belongs to Smoky Veils New Zealand Limited and is protected by New Zealand copyright law. You may not reproduce or use our content without written permission.
11. Our Liability
We’re not liable for any indirect or consequential losses arising from your purchase or use of our website. Our total liability for any claim is limited to the value of the order in question. Nothing in these Terms limits your rights under the Consumer Guarantees Act 1993 or the Fair Trading Act 1986.
12. Force Majeure
We won’t be liable for any delay or failure to perform our obligations where that delay or failure is caused by events beyond our reasonable control. This includes natural disasters, pandemics, strikes, supply chain disruptions, government restrictions, courier failures, or website platform outages.
In such an event, we’ll notify you as soon as practicable and take reasonable steps to fulfil your order. If we’re unable to fulfil a confirmed order, we’ll offer you a full refund, store credit, or amended delivery date.
13. Changes to These Terms
We may update these Terms from time to time. The current version will always be available on our website. Continued use of our website after changes are posted means you accept the updated Terms.
14. Governing Law
These Terms are governed by the laws of New Zealand. Any disputes will be subject to the jurisdiction of the New Zealand courts. For unresolved complaints, you can also contact Consumer Protection NZ at www.consumerprotection.govt.nz.
Contact Us
Questions about these Terms? Get in touch at smokyveils@gmail.com
Smoky Veils New Zealand Limited · Hamilton, New Zealand · © 2026 All rights reserved.
Competition & Giveaway Terms
Smoky Veils New Zealand Limited
These terms apply to all prize draws and giveaways run by Smoky Veils New Zealand Limited.
By entering a competition or giveaway, you confirm that you have read, understood, and accepted the following terms.
Eligibility
Entry is open to New Zealand residents aged 18 years or over. Employees of Smoky Veils New Zealand Limited and their immediate families are not eligible to enter.
How to Enter
Entry requirements are set out in each individual competition. Only one entry per person is permitted unless otherwise stated. Multiple entries from the same person may result in disqualification. All information submitted must be true, current, and complete.
Winners & Prizes
Unless otherwise stated, winners are selected by random draw. Prizes are as described in the specific competition details and are not transferable or exchangeable for cash, unless required by law.
Winners will be contacted via the details provided at the time of entry. If a winner cannot be contacted or does not claim their prize within 10 business days of notification, we reserve the right to redraw and select an alternative winner.
By entering, winners agree to their first name and city being shared in any announcement or promotional material related to the competition.
Privacy
By entering, participants consent to the collection and use of their personal information for the purposes of administering the competition, in accordance with our Privacy Policy.
General
• This competition is not associated with, sponsored by, or endorsed by Facebook, Instagram, or any other social media platform.
• Smoky Veils New Zealand Limited reserves the right to disqualify any entrant who does not comply with these Terms or engages in dishonest, fraudulent, or improper conduct.
• Smoky Veils New Zealand Limited reserves the right to modify, suspend, or terminate a competition at any time without prior notice in the event of unforeseen circumstances or force majeure.
• The prize must be taken as offered and cannot be varied.
• The Promoter is not responsible for entries lost, delayed, or misdirected due to technical issues.
• The Promoter’s decision is final. No correspondence will be entered into.
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© 2026 SMOKY VEILS NEW ZEALAND LIMITED . All rights reserved.