Order FAQ's
DISPATCH & DELIVERY
Free delivery?
We provide free standard delivery to NZ customers for orders over $20, free standard delivery to Australian customers for orders over $80NZD and free standard delivery to the United States for orders over $150NZD.
Read our full delivery costs here.
Unfortunately, we cannot provide free delivery to any other overseas destinations at the moment.
How long will my order take to arrive?
There is a 1-2 business day processing time on all orders. For NZ customers, once your order is shipped please allow 1-3 business days. For international orders, the shipping time is displayed in the shipping section at checkout. All orders are shipped from our facility in Auckland, New Zealand.
TRACKING & TRACING
How do I check the status of my order?
You will receive an Order Confirmation email as well as a Shipping Confirmation email that will give you the most up to date status of your order. If you do not receive these emails, it's either because the email has landed in your spam folder or you have provided an incorrect email address during checkout.
Once you receive the Shipping Confirmation email you'll be able to follow the link in the email to track your shipment.
My tracking hasn’t updated, what do I do?
It can take up to 48 hours for the tracking to update once you have been sent the shipping confirmation email. If you have not received any updates to tracking after 5 business days, then please contact us for assistance.
My order appears to be lost, what do I do?
Many times this can simply be a delay in tracking updates, or alternatively, there may have been an attempted delivery, but nobody was home.
If your tracking is stating an 'attempted delivery' please get in contact with your local post office as your order will be awaiting collection. Your local post office will only hold your good(s) for a short period of time.
We've noticed that for many "lost packages" shipped via Global Mail it is merely a mistake by the local postal service who have not left an attempted delivery slip in your post box to notify your order is awaiting collection.
It's really important to continue to monitor your online tracking in the event something like this occurs.
If after this, you still can't locate your order, please contact us and we'll be more than happy to assist!
My order says "delivered" but I don't have it!
There can be multiple reasons why tracking can state a successful delivery but you are yet to receive your order.
It may be an attempted delivery and your order is awaiting collection at your local post office.
If your order is stating a successful delivery but there is no record of an attempted delivery on your tracking your order can still be awaiting collection at your local post office.
If you work in a corporate building or office environment it may have been delivered to the concierge or reception.
If you have requested your order to be left at your door or premises because you won't be home at the time of delivery and your order hasn't been delivered you will need to contact your local post office with your tracking ID.
When requesting a parcel to be left at your door or premises when no one is home means you take on the risks of it being stolen.
If after this, you still can't locate your order, please contact us and we'll be more than happy to assist!
PAYMENT OPTIONS
Can I pay using my Debit/Credit Card?
Yes, we accept a range of credit/debit cards including Visa, Mastercard and American Express.
You can also pay with your debit/credit card via PayPal an, Afterpay.
Can I use Afterpay?
Yes, Afterpay is available to Australian, USA and New Zealand customers and allows you to pay for your Yah Cha order over 4 easy payments due every 2 weeks. Please select the Afterpay payment option during checkout.
RETURNS & REFUNDS
If you have any concerns about your order please contact us here.
Due to health and safety all our products are non-refundable and we do not accept returns for change of mind.
I received the wrong items what do I do?
If for any reason you have received the incorrect product(s) in your order, please take a photo and contact us as soon as possible, so we can arrange to exchange it with the correct product(s). Please do not dispose of the item(s) until we have exchanged it.
We will cover all transport costs involved in replacing and exchanging the incorrect item(s).
We reserve the right to ask you to send us back the product(s) before we issue a replacement or exchange. In returning the goods to us, we will cover all transport costs.
My Items were lost/damaged in transit, what do I do?
If for any reason your product(s) are damaged upon receiving them, please take a photo and contact us as soon as possible, so we can arrange to exchange it with new product(s). Please do not dispose of the item(s) until we have exchanged it.
We will cover all transport costs involved in replacing the damaged good(s).
We reserve the right to ask you to send us back the product(s) before we issue a replacement or exchange. In returning the goods to us, we will cover all transport costs.
Where’s my refund?
Once we have approved a refund, it will go back onto the same payment method you used to complete the purchase.
Please note, it can take between 3-14 business days for the refund to be cleared by your bank. This timing is entirely out of our control and is managed by your financial institution.
PROMOTIONS
How do I receive 10% off my first order?
Signup to the Yah Cha Newsletter through the form at the bottom of the page.
If you don't receive an email with your 10% off code within 5 minutes, please check your spam folder, or check that you've entered in the correct email address to ensure no spelling errors.
I tried using a promo code but it didn’t work?
Please double-check that you've entered in the code correctly and that it hasn't expired.
Please note that most codes are only valid for a person's first order.
For promo codes that work for all orders (e.g. codes that are for sales periods), please ensure you double-check that you've entered in the code correctly.
Where do I apply my promo code?
Promo codes are entered during checkout. Please note, for those purchasing on a mobile device, it is very easy to miss the place in checkout where you enter code. To enter the code on mobile, you'll need to tap the "Show order summary" drop-down at the top of the checkout page.
How do I redeem a multibuy deal?
'Buy 3, Get 1 FREE' Option
To redeem this offer, select and add 4 items into your cart (the lowest cost item will be free.). At checkout use the code BUY31FREE to claim your free product.
'Buy 2 Full Sizes, Get a 40g size FREE' Option
To redeem this offer, select and add your 2 full sizes and the 40g size to your shopping cart. At checkout use the code 2FULL1FREE to claim your free product.
* Note only one discount code can be used at a time.