FAQs
Frequently Asked Questions
Orders
Q: What payment methods do you accept?
A: We accept all major credit/debit cards processed securely through our Shopify checkout. Payment is taken in full at the moment you place your order.
Q: Can I change or cancel my order?
A: Once an order is placed, we’re unable to cancel or edit it. Please double‑check your details before you confirm!
Q: Do you offer gift cards?
A: We do not offer gift cards or vouchers for the Online Shop. Hobbiton Movie Set Gift Vouchers are not valid for use on merchandise orders.
Shipping & Delivery
Q: Where do you ship from, and how long will delivery take?
A: We ship from New Zealand. Orders are packed and dispatched within 2–3 business days; NZ domestic shipping takes 2–5 business days.
Q: Do you ship internationally?
A: Yes — we currently ship to Australia with rest of the world coming soon. International deliveries typically take 7–21 business days, depending on your location and customs processing. You’re responsible for any duties or import charges.
Q: How can I track my shipment?
A: As soon as your order is dispatched, you’ll receive a tracking link via email. We use reputable shipping carriers for full traceability.
Q: What if my package is delayed or missing?
A: Delays can happen due to public holidays, customs, or weather. Email us with your order number and tracking info, and we’ll work with the carrier to resolve it.
In‑Person Pickup
Q: Can I collect my order in person?
A: Yes — we offer In Person Pick up at The Shire’s Rest (Hobbiton Movie Set).
Q: How far in advance must I place a In-Person Pick Up order?
A: Orders must be placed at least 4 days before your Hobbiton tour or visit.
Q: What information do I need to provide?
A: At checkout (or via form), you’ll need to supply:
- Booking reference & confirmation email
- Order date
- Item description & SKU
- Quantity & unit price
- Your name, contact phone, and email
Q: What do I need to bring when picking up?
A: Bring your booking confirmation or ID and mention your booking reference — we’ll match it to your order.
Privacy & Data
Q: How do you use my personal information?
A: We collect your name, email, address, order history, and marketing preferences to process orders, send notifications, and improve our store. We only send promotional emails if you’ve opted in, and you can unsubscribe anytime.
Q: Do you share my data with anyone?
A: Only with trusted providers like Shopify (store platform), Mailchimp (email), and shipping carriers for delivery. We never sell your data.
Q: How long do you keep personal data?
A: Transaction records are retained for up to 7 years to comply with NZ regulations. Marketing and account info are kept until you unsubscribe, request deletion, or close your account.
Returns & Refunds
Q: Can I return an item if I change my mind?
A: We do not offer refunds for change-of-mind returns. However, if an item arrives damaged or defective, contact us within 30 days with your order number and photos, and we’ll review it.
Q: What is the return process for faulty goods?
A: Upon approval, send the item back (we’ll provide return instructions), and we’ll issue a replacement or refund once received.
Contact Us
Q: How can I get in touch if I have a question or issue?
A: Please use the Contact Us form on our website or email us directly. We’ll respond promptly.