• You will receive a notification when your parcel is dispatched with a tracking number. If your tracking is not working or you have not received your notification, please get in touch with our customer service team for an update or use the link below to track your parcel.
• Track my parcel

We store our honey in a number of warehouses around the world. This is so we can ship our honey to you as fast as possible

All of our honey is packed at our RMP registered purpose built facility in Masterton, New Zealand. Once the honey is packed we ship it directly to one of our 4 warehouses (UK, NL, USA, NZ) to be dispatched to you - so it is as fresh as possible.

We intend to pack and dispatch all orders within 2 business days of receiving your order.

NB - USA orders are shipped using Amazon’s FBA service which means orders of multiple jars can come in more than one delivery.

Below is a list of some of the countries (but not all) we ship to and expected shipping times...

Import Duties / Taxes

Any import duties or taxes that are levied by the authorities of your country are payable by the shopper and are your responsibility.

Please make sure you provide a valid email address and phone number when placing your order so that our courier company can contact you if your package is held at the border.

We strongly recommend that you check your country's import regulations prior to confirming your order.

In the event that a parcel is unclaimed by a receiver in the recipient country and is returned back to us, we are not obligated to provide a refund to the value of the product.

We will, however, provide the option of resending the item(s) with any additional shipping costs incurred resting with the customer(s) concerned.

We have dispatch warehouses in New Zealand, United Kingdom, USA and Europe. When making a purchase with us, please ensure you are shopping in the correct country by clicking on the flag on the top left of your screen. This will direct you to the country and currency you will be shopping with.

If you have placed an order and then realised that the address is incorrect, we are usually unable to make changes to an order before it is shipped.

Steens Honey is not required to resend your parcel as this is not an error from our end but we are happy to try our best to help you retrieve your order.

Please note: Shop Pay is a third party payment method and if you choose to use this option and it processes your payment before you are able to alter anything, Steens Honey is not required to resend your parcel. You can head directly to Shop Pay to make any alterations to your address.

As we have warehouses scattered throughout the US, sometimes your order may be split into multiple parcels, depending on stock availability. There is a high chance the remaining pots have also been dispatched and will be on their way to you.

If it is over 7 days since you placed your order, feel free to get in touch with our customer service team or use our chat option and we can look into your order for you.

• The more information you can provide the better so we can see the damage (faulty, courier damage) Please include pictures of your pot of honey, the package that your honey arrived in (including the shipping label.)

  Please get in touch with our customer service team or use our chat option and we will be able to assist you with this. Once customer service approves the return, they will organise a replacement to be sent out to you.

• Examples of packaging image:

Examples of Damaged Seal:

Examples of leaking pot:

Once an order is placed, it is immediately sent through to our third-party warehouse and this makes it very hard for our customer service team to cancel an order.

As we are based in New Zealand, and there is a time difference between us and a lot of locations our orders are dispatched from, it is quite common that by the time we receive your email, your order has already been processed.

Your best option is to get in touch with our customer service team or use our chat option and they will be more than happy to help you however they can.

Please note: if a return is required due to a change of mind, it is at the cost of the customer to pay for the return shipping charges.

If you have changed your mind, you can return your goods at your own cost. Our customer service team will be able to provide you with a return address. (Please ensure that the honey is well packaged) Goods must be in saleable condition (not opened or used).

We will send your preferred items or process a refund on your order once your returned goods have arrived back to our warehouse and have been approved as being in saleable condition. As our honey is a food product, our dispatch warehouse will always undergo a thorough check to approve a pot as saleable. If they receive goods that are not up to this standard we have the right to decline your refund or exchange.

Clearance items cannot be exchanged for any other item.

We will always meet our obligations under New Zealand Consumer Guarantees Act (CGA).