FAQs

FAQs

Q. Can COVID-19 be transferred by mail and parcels?
A. The safety of our people and our communities is of the utmost importance to us. The medical advice we have received indicates that the risk of transmission of COVID-19 through mail and parcels is low. COVID-19 is largely transmitted by respiratory droplets, so while surface transmission may be possible there is not good evidence that this is occurring to any extent in operational environments where physical distancing, use of face masks, hygiene and safety work procedures and environmental factors are in play. Info via https://www.nzpost.co.nz/COVID-19.

Q. Will NZ Post continue to deliver mail and parcels to me?
A. Yes, NZ Post will continue to deliver to you during all Alert Levels.

For the most up to date information on deliveries within NZ please see our Domestic delivery updatesInfo via https://www.nzpost.co.nz/COVID-19.

Q. Are deliveries contactless?
A. If you are expecting a delivery or have organised for a courier pickup, our NZ Post courier drivers (including CourierPost and Pace) will arrive at your home and let you know that they are there (knock on door).

Our driver will then stand 2 metres away from you (or as far back as is safe) and wait for someone to answer the door.

They will ask for your name which they will then record on their handheld device as proof of delivery, signing for the parcel on your behalf. The person receiving the parcel will not have to sign for the delivery directly.

They’ll place the parcel down in front of them to complete the delivery.

If no-one comes to the door and there is no Parcel Leave service in place, the courier driver will follow the standard process, which is to leave a card which will provide details on how you can get your item. Info via https://www.nzpost.co.nz/COVID-19. 

Q. How are your baskets measured?
A. Please read the product description for each item, but most of our measurements are in the order of Height x Width. The measurements are given in centimeters and are taken from the outside edge of the basket, a handle height will be given if the handle is fixed.

Due to the products being handmade, the sizes and colours may vary slightly. Should you require an exact size, please contact us

Q. Which size basket should I buy to fit my plant's pot?
A. If buying a basket for your plant, you will need to buy a basket slightly bigger than your pot size. For example, your plant pot is 17 cm, you will need to buy a basket that is at least 18 cm or bigger depending upon the type of your plant. 

Q. Are your baskets lined with plastic?
A. 
Our black basket on stands and natural basket on stand are lined with plastic, for the other items, we recommend using a plastic bag and a drip tray. Always water your plants outside of the baskets to avoid water damage.

Q. I am struggling to add the correct product size to cart?
A. Please check your browser. If you are using Internet Explorer, unfortunately, Shopify no longer supports IE, as Microsoft has moved from IE and suggests users to use Microsoft Edge. You can download Microsoft Edge here. If you are using another browser, please let us know by emailing shop@basketly.co.nz and we will do our best to sort out the issue as soon as possible. 

Q. Can I track my order?
A. Once your order has been fulfilled, you will be sent your tracking number and the link to the courier company's tracking system. Should you have any issues, please feel free to contact us

Q. How long will my order take to arrive?
A. Orders should arrive between 2-5 business days countrywide. Please calculate public holidays, as will affect this time frame.   South Island and rural addresses add 1-2 business days.   Australia deliveries could take longer. 

Q. How do I cancel my order?
A. Only orders that have not been fulfilled can be cancelled. Please contact us as soon as possible to cancel your order.

Q. Can I exchange my order?
A. 
Yes, please see our refund policy for more information. 

Q. Do you offer wholesale prices?
A. We only offer wholesale prices to physical stores. Please contact us for more information.

Q. Do you have a showroom?
A. We are an online shop and do not have a showroom at this time. 

 

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