Shipping and Delivery

Shipping & Delivery


  1. We offer free shipping on all the orders over NZ $100 (T&C Apply)
  2. All orders under $100.00 will be charged a flat rate shipping fee of $5.00 for Urban and $10 for all rural areas.
  3. Your order will be fulfilled as soon as possible, if no delivery date is specified, then you will receive the order within a reasonable time form the date of the Order Confirmation, which could in exceptional circumstances be longer than 10 working days.
  4. All orders will be processed by NZ whip and will be shipped from Auckland by NZ Courier Post Express services.
  5. Orders made before 2PM NZDT on a business day will be dispatched the same day (subject to stock availability**).
  6. Orders placed on Saturday and Sunday will be dispatched to Courier Post to be delivered on Tuesday.
  7. Orders made after 2PM NZDT will be dispatched the next business day.
  8. Orders made on a New Zealand public holiday will be dispatched the next business day.
  9. Although we use NZ Courier Post Express services, please allow us 1 – 3 business days for your order to be delivered.

** Please note some orders, we may not able to dispatch same day due to shortage for stock and it may take up to 5 days to dispatch


  • Shisha Valley will not take responsibility for any lost or stolen packages for any non-signature orders.
  • We use Courier Post Overnight Delivery Service for all orders. We will try our best to dispatch your orders as soon as possible after the day your order is received by us and you have received confirmation of your order from us via email or equivalent. We are not responsible for any failure to deliver or delay in delivery caused by any event outside of our reasonable control.
  • In the event that we fail to deliver any products, you may elect to cancel your order in respect only of the products not delivered unless we have contacted you and you have agreed to delivery at a later date.
  • Where we fail to deliver or delay delivery of your order or part of your order or where any loss is incurred by you in relation to such delivery and is within our control, our liability shall be restricted to payment of the cost of replacing the order or part of the order, as we may determine (in our sole discretion).
  • Advice regarding order shortages or damage in transit must be given to our customer service team no later than three days after receipt of products.
  • Nothing in these terms entitles you to return the products as being surplus to your needs, or for any other reason other than set out herein.


Authority To Leave (ATL)

  • Shisha Valley is not responsible for any lost, damaged or stolen parcels if your parcel has been successfully made with Authority to Leave (ATL) by Courier Post. If your property is under ATL with Courier Post, it is your responsibility to make sure that the parcel is delivered successfully. For more information, please visit the Courier Post website.

*The goods you order will be delivered to the address you give when you place your order. Goods will not be shipped until payment has been made. Please note some items are not available for delivery outside of New Zealand.*


Privacy & Security

Your privacy is important to us. We will only use the information that we collect about you lawfully (in accordance with the Privacy Act 1993).

We collect information about you for 2 reasons: firstly, to process your order and second, to provide you with the best possible service. This may include passing your details to our vendors for them to send your order to you, and also passing your details to delivery companies so that they can deliver your parcel.

The type of information we will collect about you includes:

• Your name

• Address

• Phone number

• E-mail address

• Credit/Debit card details (We do not store credit card numbers, the information is collected by our merchant Shopify) 

We will never collect sensitive information about you without your explicit consent. The information we hold will be accurate and up to date. You can check the information that we hold about you by visiting our "Accounts Settings" page once you login or by emailing us. If you find any inaccuracies we will delete or correct it promptly. The personal information which we hold will be held securely in accordance with our internal security policy and the law. If we intend to transfer your information outside Australia we will always obtain your consent first.

We may use technology to track the patterns of behaviour of visitors to our site. This can include using a "cookie" which would be stored on your browser. You can usually modify your browser to prevent this happening. The information collected in this way cannot be used to identify you. If you have any questions/comments about privacy, you should e-mail us at 


We will not send any unsolicited commercial email (also known as spam) to personal email addresses and all marketing emails will include details of how to opt-out / unsubscribe. You may also send e-mails to  with a request to be removed.


Returns & Replacements

Should you wish to return any product(s) to us then please, in the first instance, contact our Customer Service Team by emailing us at . This will help speed up the returns process and ensure appropriate records are maintained.

Address for Returns: 1/103 Central Park Drive, Henderson, Auckland 0610.


Payment, Pricing & Promotions


Provide payment information Let us know how you would like to pay for your order. You can pay for your online order using Visa, MasterCard, American Express, Delta, Switch, Maestro or Solo cards. Please note we don't accept Visa Electron for online or telephone orders, we do accept cheques and postal order payments for purchases. All orders must be prepaid, but remember payment will not be taken until we are ready to dispatch the item. 
Enter your credit card number without spaces or dashes. If you have a promotion code to apply to the order, e.g. for free delivery if your order qualifies, please enter it in the box provided.

Promotions & New Products

Promotions and NEW products will be available time to time on our web site , you will also be notified via Email if you registered to our Newsletter.