FAQs
We've tried to answer as many frequently asked questions (FAQs) below.
If you have any other questions, get in touch directly by emailing us at hello@jigwi.nz and we'll do our best to get back to you as soon as we can!
Orders
How do I check the status of my order?
When you place an order, you will receive a confirmation email. Another email will be sent to you when your order is shipped.
If you ordered using an account, log in using the same email to check for order updates.
What if I need to change or cancel my order?
If you want to change or cancel your order, email us at hello@jigwi.nz as soon as possible with your order number.
We won’t be able to make any changes to your order once we create the shipping label.
Are you able to accommodate large orders?
We’ll be more than happy to accommodate your order.
Send us an email at hello@jigwi.nz and let us know what you’re thinking.
What payment methods do you accept?
We accept Visa, Mastercard, Apple Pay, Google Pay and Shop Pay.
Can I sell JIGWI in my store?
We're happy to offer wholesale pricing to select stores that align with our brand.
If you’re interested in having JIGWI in your store, get in touch by emailing us at hello@jigwi.nz or through our wholesale form.
Shipping
What are the shipping rates for New Zealand orders?
We charge a flat shipping rate of $8.95 on each order.
Shipping rates are nonrefundable once we create the shipping label.
How long will it take for my order to arrive?
Depending on how quickly we can process your order and the courier network, your order can take 3 to 7 business days to arrive.
Do you ship outside of New Zealand?
Not at the moment. However, we’re more than happy for you to get in touch to express your interest!
What courier company do you use?
We ship all our orders with NZ Post.
Returns and issues
What is your return policy?
We want you to be happy with your JIGWI orders and we're committed to meet your
expectations.
If you change your mind, you can return your items within 30 days of delivery. They must be in a new or unused condition with their original packaging. We'll offer to exchange the items, provide you with credit for your next order or issue you a refund.
To kick things off, email us at hello@jigwi.nz with your order number.
Certain types of items cannot be returned, like custom items (such as special orders or personalised items), credit (such as discount codes), and gift cards.
I’ve received the wrong items, what should I do?
Whoops! Our bad. Please email us at hello@jigwi.nz with your order number and a photo of the items within 48 hours of delivery. We’ll try our best to make things right.
What if my order is lost or stolen?
The best way to track down your order is by directly contacting NZ Post and referencing the tracking number that was emailed with your shipping confirmation.
We won’t be able to replace lost or stolen orders, but we can help you can file a claim.
Artists
Who are the artists that JIGWI works with?
JIGWI has agreements with the New Zealand based artists we work with. They allow us to use their artwork for our puzzles.
Are you open to working with more artists?
If you are an artist, the door is always open! Send us an email at hello@jigwi.nz and we’ll see where things take us :)
Sustainability
How are you reducing your environmental impact?
We're constantly trying to improve the sustainability of our business. Here are some of the things that we've been doing:
- The courier bags we use are 100% recycled. They are 100% recyclable where soft plastic recycling is available.
- The cardboard boxes we use have recycled content.
- We use kraft paper void fill to protect our jigsaw puzzles and use kraft paper tape to secure our cardboard boxes.
- The shipping labels we use are made with FSC-certified paper and finished with non-toxic adhesive. They are 100% compostable and recyclable.
- We use NZ Post to deliver your order; the delivery is carbon neutral.
- Any shrink wrapping that is used is to protect the jigsaw puzzle box. It is a soft plastic which can be recycled at selected Countdown, The Warehouse, New World, Pak'nSave stores and other locations.