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Customer Care

Helpful info about orders, delivery, returns, and subscriptions.

Your Guarantee

We want you to shop at Eatlocal with total confidence. If you are unhappy with anything in your box, we'll either refund you for that item*, or if you prefer, replace it in your next order. Please get in touch if you have an issue, and we'll work with you to make it right.

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*Afterpay orders are not eligible for refunds, but a replacement product will be included in your next order. ​Shipping charges are non-refundable.

Your Privacy

We respect your privacy and take it seriously. Any personal details you share with us are used solely to process your orders, enhance your experience, and keep you informed (if you’ve opted in). We don't sell or share your information.

 

Our website is hosted on the Wix.com platform. Wix provides us with the online tools to sell our products and services to you. Your data may be stored through Wix’s data storage, databases, and general applications - all on secure servers protected by a firewall.

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If you pay online, payment gateways provided by Wix and Stripe are used. Both follow the security standards set by PCI-DSS (Payment Card Industry Data Security Standard), which helps ensure your credit card information is handled safely.

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We also use TWIPLA, a privacy-friendly website analytics tool. It helps us understand general trends, such as how many people visit our site and how they interact with it, so we can continually improve your experience. TWIPLA doesn’t use cookies for this purpose, and it doesn’t identify individuals. Depending on where you're located, TWIPLA may not collect any information at all due to our privacy settings.

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If you have any questions, please contact us at office@eatlocal.nz.

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See our full our Privacy Policy here.​​

Returns Policy

Because our products are perishable, we’re not able to accept returns once your order has been delivered.

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If anything in your order isn’t up to scratch or arrives damaged, please get in touch within 24 hours of delivery. We’ll take a look and, if needed, arrange a refund or replacement for the affected items.

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We’re unable to offer refunds for change of mind, customer mistakes, or delays caused by incorrect delivery details.

 

Afterpay orders can’t be refunded, but we’ll always do our best to find a fair solution. We might ask for a quick photo to help us assess any issue.

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We care deeply about the quality of our produce and service. If something’s not right, please let us know and we’ll make it right – it’s as simple as that.

Shipping & Deliveries

Delivery Timeframes

Orders are typically processed within 1-2 business days of receipt (sometimes the same day!). Once dispatched, delivery typically takes:​

  • Urban addresses: 1-3 business days

  • Rural addresses: 1-4 business days (rural orders sent Tuesday at the latest).

Please note that these are estimated timeframes and may vary during peak periods or due to circumstances beyond our control. 

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Rural Delivery Surcharge

Addresses classified as rural by NZ Post incur an additional delivery fee.

If urban shipping is selected at checkout, but your address is rural:

  • We’ll get in touch to let you know and provide the rural delivery surcharge amount.

  • Your order will be put on hold until the extra payment is received.

  • Once full payment is confirmed, we’ll dispatch your order right away.

To avoid delays, we recommend checking your address classification before ordering using NZ Post's Address & Postcode Finder. Please note that final rural classification is determined by NZ Post.

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Order Tracking

Once your order is dispatched, you will receive:

  • A shipping confirmation email.

  • A tracking number and a link to track your delivery online.

 

Delivery Instructions

  • Please ensure your shipping address is complete and accurate.

  • Include any specific delivery instructions at checkout (ie leave at front porch).

 

Damaged Items

We take great care in packing your order, but if anything arrives damaged, we're here to help.

  • Contact us within 24 hours of delivery.

  • Include your order number and clear photos of the damaged items.

  • We'll work with you to resolve the issue promptly. See our guarantee here.

 

NZ Shipping

We currently ship to the following regions:

Marlborough, Nelson/Tasman, Canterbury, West Coast, Otago, and Southland.

 

Contact Us

For any shipping-related queries, please contact us:

 

Policy Updates

We reserve the right to update this shipping policy at any time. Any changes will be posted on this page. 

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Revised: 10.10.25

Subscription Policy

Our 12-delivery subscription plans are structured to provide excellent value when the 12 deliveries are completed in full. Should you choose to cancel before receiving all 12 deliveries, any savings received through the subscription discount will be adjusted on your final invoice. This means the difference between the discounted subscription price and our standard one-time purchase price for any deliveries already received will be charged upon cancellation. If you’d prefer to pause your subscription rather than cancel, you can do so directly through your dashboard or contact us - we’re happy to assist. NOTE: Subscriptions are available for urban delivery only, as the urban shipping fee has been factored in.

Customer Support Hours 

Monday to Friday - 9am to 5pm
We’re often working outside these hours, packing orders and delivering, but we respond during regular business hours. If you get in touch outside those times, we’ll come back to you the next working day.

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