Shop FAQs

What is the Oxfam shop?

The Oxfam Shop is your one-stop online store for consciously curated fairtrade items, including beautiful homewares, ceramics, clothing, chocolate and coffee – plus our alternative charity card gift range, Oxfam Unwrapped. Every purchase you make not only supports producers to receive a fair price but also contributes to Oxfam’s mission to end the injustice of poverty.

When will my order be sent?

Your order will be proceeded and packed the next working day after it’s received. If your order is received on a public holiday it may take a day or two longer to be processed.

How much does delivery cost?

All orders which include ethical products are charged a courier rate of $7 for delivery. If you are only ordering from the Oxfam Unwrapped donation gift range you will receive your order via standard post and not be charged for postage. For orders containing both ethical products and Oxfam Unwrapped you will receive your order by courier and will be charged the additional courier rate.

What are the delivery times within New Zealand?

Once processed your order should typically arrive within 3-5 business days after dispatch. All orders are sent via Courier Post and you will receive a tracking number to track your order. It is your obligation to ensure delivery address details are correct. Additional shipping fees will be charged to re-direct or re-send your order.

Who will deliver my order?

Your order will be dispatched by Courier Post. For all inquiries around delivery and redelivery, please contact Courier Post at 0800 268 743. www.courierpost.co.nz

How can I track my order?

You can track your order using the Courier Post website: www.courierpost.co.nz/track/track-and-trace

What if my address is unattended at the time of delivery?

All Oxfam shop orders are sent as ‘signature required’ parcels. If you are unable to receive your order you will be directed to your closest Courier Post with a card to call. You’ll need to arrange for redelivery by calling Courier Post or filling out the form on their website. www.courierpost.co.nz 0800 268 743

How can I pay for my order?

Currently we only accept payment for physical goods by credit card through our secure checkout. However you can order Unwrapped donation cards over the phone or by using the form you may have received in the mail.

Can I send to a friend?

Absolutely! Simply complete their details in the delivery section. At this stage we are unable to offer a gift wrapping or a personalised message service.

Do you ship outside of New Zealand?

At this stage orders are only being shipped to New Zealand addresses.

How do you source your items?

Our partnerships with the artisans and farmers of our goods are at the heart of everything we do. We are proud to sell their products, which are always of an exceptional quality. Most of these products are handcrafted, requiring enormous skill and, in many cases, keeping traditional techniques alive. Here’s how it works: We buy the product at the agreed price. We provide upfront payments of fair wages to artisans and farmers to ensure they can access necessary raw materials. When the product is delivered, it is our responsibility to make sure it sells. If we need to discount products that don’t sell, it is our responsibility. Our artisans and farmers are not impacted by this. We provide our artisans and farmers with information on market trends and support them with product development when needed. We let them know what sells well and what may not. By doing this, we help our artisans and farmers develop sustainable business models that support increased income, employment and opportunity in their communities. When choosing our artisans, we review all potential producer groups to ensure they meet our fair and ethical trading standards. They are asked to complete an assessment against our key criteria:
  • Demonstrated commitment and adherence to Fair Trade principles
  • Traceability and transparency in the Supply Chain
  • Commitment to long-term community development
This is then reviewed by our Artisan Evaluation Committee. Any potential issues are raised with the Artisan, to ensure they have the opportunity to respond to the queries and indicate whether they are willing to work on and improve the identified issues. Our priority is always to support organisations who want to trade fairly and ethically, and for that reason we may choose to trade with an organisation who is working towards implementing the fair-trade principles, even if they are not quite there yet. We fully endorse the World Fair Trade Organisation’s principle of continuous improvement, and recognise that this is crucial to many small, burgeoning fair-trade organisations. At times we also choose to source products from an established New Zealand supplier who already has strong relationships with our preferred artisans. Their criteria for working with producer groups matches or exceeds ours. In taking this approach, we are able to offer a wider range of products and have a greater impact both for artisans and the people supported by Oxfam’s broader work. As part of our ongoing commitment to transparency and best practice, once an Artisan group comes on board we also conduct biennial reviews, alongside Artisan visits, reviewing audits and assessments that have been done by or for the World Fair Trade Organisation

What type of packaging do you use?

Just like you, we love our planet and will do everything we can to protect it. That is why we choose to use home-compostable mailers and kraft cardboard boxes to ship your packages, ensuring we’re not adding more unnecessary waste to the millions of tonnes of plastic that are disposed of every year. Additionally, our packing facility reuses as much packaging filler as possible. We are moving towards having all our products packaged in brown cardboard boxes and woodwool or shredded paper. That said, currently some of the wonderful artisans we work with in developing countries like Guatemala and India do supply their beautiful, handmade products to us in plastic packaging. This is due to a combination of factors – they may not have the facilities or resources to use more sustainable alternatives, or it may be the preferred option to protect our beautiful products from the elements on the long journey to New Zealand. At this stage we’re choosing to keep these products in the plastic sleeves they arrive in, because otherwise we’d need to replace the plastic with something else. Even if this appears more sustainable, it would create even more waste in the life cycle of the product. That just doesn’t sit well with us. We recognise that as the buyer, we have the power to influence our suppliers and the packaging they use. As a new business, we are still on this journey. We thank you for your support and patience as we work together with our suppliers towards more sustainable packaging options for all our products. We hope to have some good news to share with you on this soon.

How can I return or exchange an item?

Returning faulty or incorrect items: Your satisfaction is important to us so if your purchased the products are faulty, wrongly described or different from a sample shown, we’re so sorry! We will meet our legal obligations. See the Oxfam New Zealand Returns Policy and the returns process below. Change of mind returns: Not in love? That’s fine! If you change your mind about the products you purchased within 14 days from purchase we will refund the purchase price subject to the following conditions:
  1. Products purchased can be returned within 14 days with proof of purchase;
  2. The returned items must not be earrings, food or drinks or Unwrapped donation cards
  3. All refunds will be returned to the original form of payment, otherwise an exchange or online credit will be issued;
  4. Items must be in original condition (unworn, unwashed, or otherwise unused with original tags/labels attached);
  5. You may be asked to provide personal details for returns or exchanges. These details will be used for the purpose of processing the return;
Please note: original and return shipping costs will only be refunded on faulty or incorrect items. If you want to return an item due that isn’t faulty or incorrect, you will be responsible for all shipping costs. Returns process:   It’s as easy as 1, 2, 3:
  1. Complete your returns form, including your name, email, transaction ID and reason for return.
  2. Pack your item/s. Please include your returns form and product with original labels and tags.
  3. Re-wrap the products. Return your products by posting them back to us at: Oxfam Returns c/o Mailshop Inwards/Outwards Goods 151B Marua Road, Mt Wellington Auckland 1051 09 572 8400
Once received, we’ll process the refund (if applicable) and notify you via email. Your bank or credit card company will usually credit your refund within 5 working days but this can take longer. For any queries please contact your bank or credit card company. If the item returned does not meet Oxfam New Zealand Returns Policy your order will be sent back to you. Click here for the full Oxfam New Zealand Returns Policy

Can I claim my purchase as a tax-deductible donation?

Please note that physical goods purchased from the Oxfam shop are not eligible for charitable tax rebates. All Unwrapped donation cards are eligible and will be included in a tax certificate sent to you at the end of the financial year. You can claim on Unwrapped or other donations that added up to the same amount or less than your taxable income during the tax year.

How can I make recommendations or give feedback?

You’re welcome to send any product requests or feedback to shop@oxfam.org.nz.

Do you have toy safety standards?

Our New Zealand supplier follows a very strict toy safety protocol, which includes external product testing as well as in-house safety checks to make sure all toys being sold are of the best standards. You can be assured that we will not be selling any toys that don’t comply with New Zealand’s strict regulations. Our supplier has also been working hard over the past year to update their internal safety policies. One key change is that they are now having each and every one of the toys tested again, over and above the tests already completed by the individual overseas suppliers.

What are the terms and conditions of my order?

By clicking the ‘Place your order‘ button you agree to these terms and conditions. By completing and submitting the electronic order form (or proceeding through the ‘checkout process’) you are making an offer to purchase goods which, if accepted by us, will result in a binding contract. Neither submitting an electronic order form or completing the checkout process constitutes our acceptance of your order.

Is it safe to purchase online?

All Oxfam Shop payments are processed though the complete payments platform Stripe Inc. Security is one of the biggest considerations in everything Stripe does. Stripe has been audited by a PCI-certified auditor and is certified to PCI Service Provider Level 1. This is the most stringent level of certification available in the payments industry. To accomplish this, Stripe makes use of best-in-class security tools and practices to maintain a high level of security. See here for more.  Disclaimer: Our website is intended to provide information for people shopping our products and registering on our database to receive e-mails and phone calls from us. While we endeavour to supply accurate information on this site, errors and omissions may occur. Oxfam does not accept any liability, direct or indirect, for any loss or damage which may directly or indirectly result from any advice, opinion, information, representation or omission whether negligent or otherwise, contained on this site. You are solely responsible for the actions you take in reliance on the content on, or accessed, through this site. Oxfam reserves the right to make changes to the content on this site at any time and without notice. To the extent permitted by New Zealand law, Oxfam makes no warranties in relation to the merchantability, fitness for purpose, freedom from computer virus, accuracy or availability of this web site or any other website.

What is your privacy policy?

Click here for more.