Frequently Asked Questions

Common Questions

• How do I contact you?
  If you have a problem or query please do not hesitate to contact us:
  sales@soulgallery.co.nz
  
  Ph 07 834 2120
• Do you give my details to anyone else ?
  
  No. All your details remain private.
• How long does it take from placing my order to receiving the item ?
  We are a gallery based in Hamilton and pride ourselves on only stocking NZ made, this may however cause a slight delay in ordering some goods if we are out of stock.
  If the item is in stock you should get your order within a week, if there is a problem with supplying you the item in that time frame we will advise you immediately in an email. We do not dispatch orders in the weekend or over public holidays.
  Rural deliveries may take over 7 working days.
  Over Xmas your delivery may take longer as the courier company becomes very busy.
  We will email you once your order is dispatched and provide a courier ticket number, you can them trace this yourself at the Fastway Couriers website www.fastway.co.nz

Delivery, Postage & Shipping

• How will my purchase be delivered and what is the cost ?
  We have built the cost of postage into your purchase, we charge a flat rate on small items that fit into a shoebox and weigh under 2kgs of $6.00, this is nationwide.
  If you package is rural delivery the charge will be $10 for a small item
  For larger or heavier items, or overseas postage we will need to work out the price for you
• How is Jewellery sent to me?
  We send jewellery in a secure document bag that needs to be signed for.
• How are original works of art sent to me ?
  We will need to work out a price for you in NZ, this is dependent on the height, width, depth and weight of the artwork.
  To send a painting overseas we use a company called Pack Send, they pack and deliver door to door, with an insurance option whilst your artwork is in transit, if you would like further information please go to www.packsend.co.nz
• What address do I use for the delivery of goods ?
  As we use couriers to deliver the goods, you have to use an actual physical address, not a PO Box number.
  Do not send an item to a person's house if they are not home during the day, we suggest you send it to a work address
• Can I send a purchase to someone other than myself ?
  Yes. When you go through the checkout process you will be asked the delivery address, here you need to nominate the person and the actual physical address the item will be delivered to, if you wish we can gift wrap and send a gift card on your behalf, these are options you can choose
• When the item arrives what should I do ?
  
  You are responsible for signing for the item once it arrives, when you sign you are saying you received the product and it is in good condition. You need to sign the docket STI which means "subkect to investigation" and allows us to claim insurance
  If you sign for an item that has been damaged to transit then we will not replace the item.
• What if my item arrives damaged ?
  
  All products that leave Soul Gallery are checked and packaged well, if by some chance damage has occurred whilst in transit you need to contact us immediately and you will need to send back the goods in the original packaging it was sent in before we will send out a replacement

Return Policy

• Can I return the goods if I am not happy ?
  Yes, however you must let us know immediately, the goods need to be returned, at a cost to you and we will refund your credit card, we will only do this when we receive the goods back in original condition, unused and in original packaging

Payment

• What currency will I be Charged in ?
  All transactions are charged in NZ $.
  Soul Gallery is 100% New Zealand Owned and operated.
• What types of credit card can I use for my purchase?
  We accept Mastercard and Visa. You can also pay by direct credit if you arre paying us from a NZ bank account, please contact us for account number details.
• Is it safe to pay with my credit card on your website over the internet ?
  
  Yes. We use a trusted credit card processing company called Direct Payment Systems, you can find out more about the secure process they use at www.dps.co.nz
• Do you charge any taxes ?
  Yes, we charge GST (goods and serives tax, this is included in the price already and is 15%