top of page

FAQ'S

We're here to help! If you dont find your answer below, get in touch - hello@thievingkea.com

I don't live locally but you don't have an online store anymore, how can I purchase?

Don't fret! You can still purchase with us via online banking or over the phone. If you have recently visited us and know what you are looking for, easy - get in touch. If you haven't been in a while but have an idea of what you are looking for, we are more than happy to help here too, with photos and ideas. Reach out via email or social media, we will chat to you soon.

Do your products contain lead or nickel?

No way! Thieving Kea believes lead and nickel are bad materials to use in jewellery as they can be absorbed into the skin. Due to this, none of our products have them.
 

How do I care for my jewellery? 

We recommend you use a soft dry cloth (or specialty jewellery cleaning cloth) after wear and store in a closed jewellery box or sealed bag. 
Remember to remove your jewellery before doing any of the following: applying lotion, applying sprays such as perfume, showering, swimming or exercising. 

My earring has broken! 

Send us an email at hello@thievingkea.com with an image and we will do the best we can.

I've lost one of my earrings?

This is such a bummer, and it happens to all of us! Please email us with an image of the other earring, we will try to get in touch with our supplier or you may be able to purchase another pair of earrings. Many of our earrings are handmade and unique, so we can't promise they will be exactly the same as the original set. 

Help! My product arrived damaged or faulty.

If your order has arrived faulty or damaged, please email hello@thievingkea.com as soon as possible.
We might need your order sent back to us for assessment, if this is the case, we will send you a courier bag to return the product to us which you can drop into your local post shop. If we have a replacement available, we will send one out at no charge. In the event that we cannot supply a replacement, we will offer you credit or a refund.
Faulty or damaged items must be returned with proof of purchase within 10 days of purchase date. 
Unfortunately, we cannot cover a fault or damage caused by wear and tear, improper use or accident. We will ONLY provide a refund if a repair or replacement is not possible, and a credit is unacceptable.
​​

Do you offer returns, refunds or exchanges?

Unfortunately, we don't offer refunds, however items in perfect un-worn condition, with a proof of purchase can be exchanged. We offer a "Gift Exchange Card" and encourage you to request one of these when buying for someone else.

My item was on sale, can I still exchange it?

No returns or exchanges are allowed on sale items unless there is a fault. Please choose carefully when buying sale items.

If I order via email, tell me how shipping works?

All orders are sent via NZ Post with a courier upgrade.
We aim to process your order within 24 hours of confirmation. During peak periods ie. Christmas Holiday season. This may take 2-3 days for us to process.
An email with a confirmation and tracking number will be sent upon order with instructions on how to track and trace.

Orders are processed Monday through Friday, orders received on the weekend, or the public holidays will be processed on the next working day.
Courier times are generally 1-3 working days, rural delivery can take up to 7 working days. 
Please note that courier delivery times are estimated and do not include processing and dispatch.

Do you ship overseas?

We sure do. If you live overseas and see something you would like, please send us an email on hello@thievingkea.com with product details and we will see what we can do for you!

bottom of page