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Customer Care

Completely LOVE Brookby Herbs products-100% Guaranteed Satisfaction
We want you to LOVE your purchases from Brookby Herbs and if for any reason you are not 100% happy and want to return anything we will happily provide an exchange or refund for any reason. 
We believe so strongly in our products and genuinely care if you are a happy customer that you can get a full refund no matter. the reason. Just send an email with your details to info@brookbyherbs.co.nz and send your product back to 38 Spencer St, Remuera, Auckland 1050


We pride ourselves on our strict quality control 
We pride ourselves on our strict quality control and we strive to ensure every item we send out is meeting our high standards. If items you have received from us are faulty or not to your satisfaction please contact our customer services team at info@brookbyherbs.co.nz either a refund or replacement. A replacement or a full refund including freight charges will be provided for faulty items. Replacement items will be sent freight free. Please accept our apologies for any inconvenience and we promise to make it right as quickly as possible.   

How to return your item 
Use the original courier bag you received your item in to repackage and send back to us at our distribution centre. Make sure the original delivery details are not visible and address to:

Brookby Herbs-38 Spencer St, Remuera, Auckland 1050, NZ
Refunds will be credited back using the original payment method or direct to your bank.

How much will my shipping charges be? 
FREE delivery within New Zealand for orders over $100 otherwise $6.50 anywhere in New Zealand except rural addresses for $9. 
You can view our full freight and shipping information here. 

How fast can I have it delivered? 
We will always aim to dispatch your order within one working day. Parcel transit times are generally 1-4 working days within New Zealand. Please allow additional lead time for rural delivery. Australia parcel transit times 5-10 working days. All other international orders should arrive in approximately 10 working days of dispatch but could take longer depending on location. You can view our full freight and shipping information here.

Where do we deliver to? 
We ship worldwide to the following areas

  • New Zealand
  • Australia & the South Pacific 
  • UK & Europe 
  • USA & Canada
  • Asia 

Your privacy 
At Brookby Herbs we are committed to protecting your privacy. We use the information we collect on the site to enhance your overall Brookby Herbs experience. Read our full privacy and security policy here. 

Your security 
To protect your personal information we will take all reasonable precautions and follow industry best practices to ensure any information you provide to us is stored appropriately and will not be misused, traded, sold, or disclosed to third parties. Read our full privacy and security policy here. 

Pricing and payment methods 
Prices for our products are displayed in New Zealand Dollars inclusive of GST. Overseas customers will see prices listed in their own currency. 
We accept MasterCard, Visa, Paypal and debit cards plus NZ customers can pay directly on-line from their bank.
Your credit card will be charged at the current rate of exchange when your order is processed. 
The card security code you will be asked for when paying by credit card is the three digit number found on the back of your card with your signature. Read our full terms and conditions here.

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