Frequently Asked Questions

Frequently Asked Questions (FAQs)

We’ve all been there! But don’t worry, we got you!

Reach out to us for a consultation where you can tell us exactly what you’re looking for and we can work together to find a perfect piece for you.


WhatsApp : +64 210 234 0382

Email: maahitoi.nz@gmail.com

If you are unsure about the size of a particular piece or how it would look when actually wearing it, get in touch with us and we'll arrange for photos and videos to resolve that! 

WhatsApp: +64 210 234 0382

You can also message us on Instagram and Facebook! Please see our Contact page.

While we do encourage our clients to book/order their pieces as soon as possible. It is not always possible and we understand that.

If you do like a piece that shows "Sold Out," please reach out to us and we'll try and procure another piece for you or might have something else in stock that might fit your needs!

Absolutely no worries! We take our time in beautifully curating our collection and we are always adding new pieces all the time. There's a big possibility we have what you are looking for but it's just not up yet! 

Get in touch and we'll make it work!

If we don't have it, we always have the option of a custom order!

Yes ofcourse!

  • Custom orders can be designed or made upon special requests
  •  We do charge a 50% deposit of the total amount of purchase for the order to be considered confirmed
  •  This cost will be refunded, If we can’t deliver the piece for any reason
  •  Please keep in mind that custom pieces are made with extra love and care and hence it might take some time for us to get it to you.

Looking for multiple quantities of a similar product for:

  • Party favours
  • Birthday presents
  • Bridesmaids
  • Corporate Gifts 

 

We have Jewellery for all occasions! 

Let us know and we can pre-order the product you like!

 

All successful transactions will receive a confirmation email within 30 minutes of purchase. If you have not received your confirmation email, please check your email spam or junk folders before placing your order again. If you still haven't received your email, please contact our Customer Service team on +64 210 234 0382 or email maahitoi.nz@gmail.com

We normally process the order with 1 - 3 working days and ship it out immediately. Depending on where you are based, the time frame might range from same day, 3-4 days (within NZ) or up to 10-15 days for International customers. These are indicative times as a lot would depend on the courier service, public holidays, shipping option, etc.

We make sure to check all our orders but in case, we miss something, we’re truly sorry about that!

If we accidentally sent you the wrong order or item(s) please email our team at maahitoi.nz@gmail.com immediately.

Please include your order details and an image of the entire order with its original shipping label and packaging.

All orders are processed in NZD and hence, there could be a difference in the exchange rate by the time the order was processed along with any bank charges that may occur for an international payment. 

When your order has been processed and shipped, we will send an email containing a consignment number and tracking ID. You can follow the link in the email to track the delivery of your parcel.

Please allow 2-3 working days for the tracking number to be activated.

For Auckland : We offer drop off services. We will get in touch with you and coordinate a time within 1-3 days of your order confirmation.

For rest of NZ: It should reach you earlier but please expect it in 2-4 days. 

For International Customers: The transit time can range from 3 to 15 days depending on your location. 

Please note that above times are indicative and subject to courier service availability, holidays, Covid-19 lockdowns, etc.

If you are based in Auckland, we offer the option for pick up as well as free delivery within Auckland.

For the rest of New Zealand, we can ship at a flat rate of 7 NZD. For orders over 100 NZD, we offer free shipping within New Zealand.

For regions outside New Zealand, shipping costs will be calculated upon checkout!

Yes we do!

We ship to most places including New Zealand, Australia, United Kingdom and the United States. If you are in a different region from these, please get in touch with us on maahitoi.nz@gmail.com with your location and we'll try to get your favourite Maahi Toi pieces to you!

Please also check our International Shipping guidelines here on more details regarding shipping.

For all International orders (ie. orders outside New Zealand), it is the customer's responsibility to pay duties, customs and taxes. Maahi Toi takes care of all obligations from New Zealand.

To find out if you will be charged for duties and taxes, please refer to your local customs website.

Please get in touch with the courier service directly with the tracking number provided on email by us. They should be able to coordinate a different delivery date and time. 

We normally process your order within 1 - 3 working days. If we haven't shipped it yet, it might be possible to do so but please get in touch with us immediately on +64 210 234 0382 or maahitoi.nz@gmail.com

In case the order is shipped, you will have to coordinate with the courier service directly to get the address changed or re-directed. Maahi Toi will not be able to refund the order.

Whilst we hope this never happens, if you have received a faulty or damaged item upon delivery"

  • Please email us within 3 days of receiving the product (date of delivery on courier tracking would be considered as received date) at maahitoi.nz@gmail.com

  • Please send us proof of purchase, photos and details of the faulty product.

  • The product should be returned to us within 7 days after receiving confirmation of the acceptance.

  •  In case of the item being faulty, return costs will be covered by Maahi Toi Limited.

  • A full refund or exchange will be processed as soon as the faulty product has been received by us.

Wear and tear during normal use, breaking of clasps, stones, pieces due to mishandling or tarnishing of the metal would not be considered as faults. We are unable to accept any returns if we believe that appropriate care was not taken of the product.

Please go through our "Refund Policy" for more details.

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return. This, however, does not include earrings (including the ones that come with necklace, maang tikka sets, etc.) or items that were sold during sale due to health and safety regulations.

To start a return, you can contact us at maahitoi.nz@gmail.com. If your return is accepted, we’ll send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

  •  Items returned must be in their original sale condition (unworn and unused with all original packaging)
  • Shipping costs would be non-refundable.
  • We do not pay for returns or exchanges to be shipped back. Those costs will not be refundable.
  • Earrings cannot be returned or exchanged due to health and safety regulations.
  • For more details please click on our “Refunds policy

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.

We refund you the same way that you initially paid for your order. For credit card and PayPal payments, your refund will be credited into the same account your payment originated from.

Disclaimers!

Although extremely rare, some people are allergic to the metals and finishes commonly used in making jewelry. It is the responsibility of the customer to be aware of any allergies he or she has to metals before making a purchase.

Maahi Toi pieces are made mainly from brass, but can also be copper or stainless steel. Our pieces may or may not be plated with gold, silver, nickel silver or rose gold plating and as with even fine jewelry, this is not a guarantee against potential reaction to skin. Stainless steel can contain up to 12% nickel. Whilst most people don't react to this hard wearing metal, however it can still cause a reaction for some people with a high sensitivity nickel allergy.

Our handmade designs can contain small component parts which may present a choking hazard if ingested. Our pieces are not recommended or intended for children under the age of 13 and should be kept out of the reach of young children or other individuals likely to ingest the jewelry or its component parts. Our products should never be placed in the mouth due to the risk of choking. The customer agrees that the use of Maahi Toi's products is entirely at the customer’s own risk and without warranty. The customer acknowledges the risk of injury from any cause connected with his or her use of possession of said jewelry rests with the Customer.


Maahi Toi is not responsible for any discomfort or allergic reactions that may occur as a result of wearing our jewelry. 

We take extra care in trying to display the colours of our products as accurately as possible. However, due to different natural light or studio lighting, colours may appear to be slightly different in the photos. Colours may also appear differently due to the calibration of your phone or computer monitor. 

1: Keep it dry - oil and moisture can tarnish your jewellery so avoid exposing it to water or humidity

2: Store it well - Store your jewellery in areas away from humidity in an air-tight container/ziplock pouch or in an anti-tarnish cloth (cotton/velvet).

 3: Keep away from chemicals - harsh chemicals can really damage your jewellery. So avoid direct exposure to perfume/lotion/soap

4: Maintain luster/cleaning jewellery - To maintain luster, wipe jewellery with a soft dry cloth every now and then to remove any sweat/oils