The Sanctuary BNE – FAQ Guide
Frequently Asked Questions
Shipping & Delivery
Q: When will my order be shipped?
A: We pack and dispatch orders within 24-36 hours of purchase. We make every effort to get your goodies on their way as quickly as possible!
Q: How much does shipping cost?
A: We offer FREE shipping on all orders over $100 within Australia! Orders under $100 have a flat shipping rate. International shipping rates are calculated at checkout based on your location.
Q: How long does delivery take?
A: Delivery timeframes from our Brisbane studio:
- Australia: 2-4 business days
- New Zealand: 5-7 business days
- UK & US: 10-14 business days
Q: Where do you ship to?
A: We currently ship our good-vibe items to Australia, New Zealand, the UK, and the US. Planning to expand to more countries soon!
Q: Will I receive tracking information?
A: Absolutely! Once your order ships, you'll receive an email with tracking details so you can follow your package every step of the way.
Q: What if my order doesn't arrive?
A: If your order hasn't arrived within the expected timeframe, contact us immediately at thesanctuarygift@gmail.com. We'll track it down and make it right — whether that's a replacement or refund.
Q: Do you have a physical store I can visit?
A: We're an online-only store based in Brisbane, which allows us to offer better prices and faster shipping across Australia. All orders are shipped directly to you — it's the quickest way to get your Kiwi treasures!
Returns & Exchanges
Q: What is your return policy?
A: We want you to absolutely love your purchase! If you're not completely satisfied, you can return unused items in original condition within 30 days for a refund or exchange. Greenstone and Kama products must be unopened/unworn. Please note that return shipping costs are the customer's responsibility for change-of-mind returns. Contact us at thesanctuarygift@gmail.com to start a return and we'll guide you through the process.
Q: What if my item arrives damaged or incorrect?
A: We're so sorry if that happens! Contact us within 48 hours with photos of the damage or incorrect item, and we'll arrange a replacement or full refund immediately — no questions asked. Your satisfaction is our priority.
Q: Can I exchange my Greenstone for a different design?
A: Yes! If you'd like a different design, contact us within 30 days and we'll help you find the perfect piece. Return shipping applies for exchanges, but we'll make the process as smooth as possible.
Q: Who pays for return shipping?
A: For change-of-mind returns, customers cover return shipping. For damaged, faulty, or incorrect items, we'll cover all shipping costs and make it right.
Q: Can I cancel or change my order?
A: If you need to cancel or modify your order, contact us immediately at thesanctuarygift@gmail.com. If your order hasn't been packed yet (usually within 24 hours), we can make changes. Once shipped, you'll need to follow our return process.
Payment & Security
Q: What payment methods do you accept?
A: We accept all major credit cards (Visa, Mastercard, Amex), PayPal, Apple Pay, Google Pay, and Shop Pay. Choose whatever works best for you!
Q: Is it safe to shop on your website?
A: Absolutely! We use industry-standard SSL encryption to protect your information. Your payment details are processed securely through Shopify's trusted payment system — we never see or store your card details.
Q: What currency are the prices in?
A: All prices are displayed in Australian Dollars (AUD). You can use the currency selector at the bottom of the page to view prices in your local currency for reference.
Product Questions
Q: Is your Greenstone authentic?
A: Absolutely! Every piece we sell is authentic New Zealand pounamu (greenstone), hand-carved by trusted suppliers in Aotearoa. We source primarily from Hokitika on the South Island's West Coast, renowned for producing the finest jade. You're getting the real deal — genuine greenstone, not a knockoff — packed with aroha and meaning from home. Each piece comes with information about its origin and cultural significance.
Q: What makes your Greenstone authentic?
A: Our greenstone is hand-carved from genuine New Zealand pounamu sourced from the South Island. We work with a trusted supplier in Auckland who sources authentic pounamu from the South Island's West Coast, particularly the Hokitika region renowned for producing the finest greenstone. Each piece is unique with natural color variations and markings that are characteristic of genuine pounamu. Every piece comes with information about its origin and cultural significance.
Q: What is the meaning behind the Greenstone designs?
A: Each Greenstone (pounamu) shape carries unique cultural significance:
-
Toki
- strength, courage, determination, leadership
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Koru
- new beginnings, growth, harmony, renewal
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Heart
- love, compassion, emotional connection
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Mere
- warrior spirit, authority, mana (prestige)
-
Twist
- eternal bond of love and friendship
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Manaia
- spiritual guardian, protection
-
Hei Matau (fish hook)
- safe journey, prosperity
You'll find detailed meanings on each product page, or feel free to contact us for personalized recommendations based on what you're celebrating or honoring.
Q: Can I request a specific Greenstone color or pattern?
A: Greenstone is a natural stone, so each piece is beautifully unique. While we can't guarantee specific colors or patterns, you can add a note at checkout with your preferences (e.g., "darker green preferred" or "lighter with natural markings"), and we'll do our best to select a piece that matches. Contact us for photos of currently available stock!
Q: How do I know what size Greenstone to choose?
A: We include measurements in both millimeters and inches on every product page. As a general guide:
- 25-35mm: Delicate and perfect for everyday wear
- 40-50mm: Medium size, makes a meaningful statement
- 60mm+: Bold and substantial, commands attention
Check the product photos for scale, or contact us for personalised size recommendations based on who it's for!
Q: Does Kama Perfume really smell as good as I remember?
A: Oh, it absolutely does! It's the same iconic scent Kiwis have loved since 1971. One whiff and you're instantly transported back home. We hear "it smells exactly like I remember!" almost daily.
Q: What does Kama perfume smell like?
A: Kama has a rich, earthy floral scent with warm, slightly spicy undertones. The blend includes patchouli, oakmoss, sandalwood, and ylang-ylang. Many describe it as nostalgic, grounding, sensual, and utterly unforgettable — it's the scent of Aotearoa.
Q: How long does Kama Perfume last?
A: The 30ml bottle lasts approximately 3-6 months with daily use, depending on how much you apply. The 15g cream perfume lasts a similar timeframe. Store in a cool, dry place away from direct sunlight to preserve the scent's integrity.
Product Care
Q: Can I wear my Greenstone every day?
A: Yes! Greenstone is durable and meaningful — many people wear theirs daily as a spiritual connection. Just remove it before showering, swimming, or exercising to protect the waxed cord from water damage and extend its life.
Q: How do I care for my Greenstone?
A: Clean your greenstone gently with warm water and a soft cloth. Avoid harsh chemicals, perfumes, and extreme temperatures. Many believe greenstone absorbs the energy of its wearer, becoming more beautiful and spiritually connected over time. Treat it with respect and aroha!
Q: Can I get my Greenstone cord replaced?
A: Yes! We sell replacement waxed cords separately. If your pendant has a simple hole for threading, you can easily restring it yourself. However, if your greenstone is bound (wrapped with cord), it will need to be professionally restrung by a jeweller or greenstone specialist. The greenstone itself will last generations — the cord just needs occasional replacement with proper care.
Q: How should I store my Kama Perfume?
A: Store Kama products in a cool, dry place away from direct sunlight and heat. This preserves the natural essential oils and keeps the scent true to the original 1971 formula. The bathroom isn't ideal due to humidity — a bedroom drawer or vanity works perfectly.
Kiwi Gifts in Australia
Q: Where can I buy Kiwi gifts in Australia?
A: You can buy authentic Kiwi gifts in Australia right here at The Sanctuary BNE! We're a Brisbane-based online store specialising in genuine New Zealand greenstone (pounamu), Kama perfume, Little Taonga jewellery, Heartwood pieces, and nostalgic Kiwi-inspired gifts — all shipped fast across Australia with no international delays.
Q: Do you ship New Zealand gifts from Australia?
A: Yes! Everything is shipped directly from our Brisbane studio. This means fast 2-4 day delivery anywhere in Australia, no international customs delays, no surprise duties, and no waiting weeks for your order. We've made it easy to get a piece of home quickly!
Q: What are the best Kiwi gifts for someone who misses NZ?
A: Our most popular Kiwi gifts for homesick Kiwis include:
-
Greenstone (pounamu) jewelry
- meaningful connection to Aotearoa
-
Kama perfume
- the scent of home in a bottle
-
Little Taonga jewelry
- iconic Kiwi designs
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Heartwood pendants
- natural NZ timber pieces
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NZ-inspired crystal pendants
- spiritual and beautiful
Anything that feels like a little slice of home and carries that special Kiwi mana!
Gifting & Packaging
Q: Do you offer gift wrapping?
A: Most of our items already come beautifully packaged in kete bags or gift boxes, making them perfect for gifting straight away. We're happy to include a handwritten note with your personal message — just leave your note in the order comments at checkout and we'll take care of it!
Q: Can I send a gift directly to someone?
A: Absolutely! Just enter their shipping address at checkout. We never include receipts in our packages, so it's perfect for sending gifts directly. We can also include a handwritten note with your personal message — just add it in the order comments at checkout. Perfect for surprising someone special!
Q: Do you offer gift vouchers?
A: We sure do! You'll find them in our Gift Cards section. They're emailed instantly — perfect for last-minute presents or when you want to let someone choose their own meaningful piece. Available in various amounts.
Q: Can you help me choose the right gift?
A: We'd love to! Contact us with details about the recipient (occasion, their style, what they love about NZ) and we'll recommend the perfect piece. We've helped thousands of people find meaningful gifts that truly resonate.
About Us
Q: Where are you based?
A: We're proudly based in Brisbane, Australia, but our hearts and heritage are firmly rooted in New Zealand. We ship authentic Kiwi treasures worldwide, bringing a piece of home to Kiwis and New Zealand lovers everywhere.
Q: Are your products NZ-made?
A: Many of our pieces are made or designed in New Zealand, including:
- All Greenstone (pounamu) - hand-carved in NZ
- Kama perfume - made in NZ since 1971
- Little Taonga jewelry - designed and made in NZ
- Heartwood jewelry - designed and crafted in NZ from native timber
We're passionate about supporting authentic Kiwi artisans and bringing genuine pieces of Aotearoa to our customers.
Q: Do you have a physical store I can visit?
A: We're an online-only store based in Brisbane, which allows us to offer better prices and faster shipping across Australia. All orders are shipped directly to your door — it's the quickest and most convenient way to get your Kiwi treasures!
Q: Do you offer bulk discounts?
A: Yes! If you're interested in bulk purchases for events, corporate gifts, or special occasions, please contact us at thesanctuarygift@gmail.com and we'll discuss discount options. We love helping with larger orders and making your event or gifting extra special!
Still Have Questions?
We're here to help! Contact us at:
📧 Email: thesanctuarygift@gmail.com
💬 Live Chat: Available Mon-Fri 9am-5pm AEST
📱 Instagram & Facebook: @thesanctuarybne
We typically respond within 24 hours and absolutely love helping you find the perfect piece or answering any questions about our products. No question is too small — we're passionate about what we do and happy to share our knowledge!