When you shop online, you can’t pick up a product and look it over. You’re trusting the store to send you the real thing, in good condition. At Hormay, we take that trust seriously. We’re a small team in Auckland, and every order passes through our own hands before it reaches yours. Here’s what happens after you click “Place order”.
Step 1: Choosing what goes on our shelves
It starts long before you order. We only stock genuine New Zealand products, sourced through New Zealand suppliers and retail channels. Before a product joins our range, we ask a few simple questions:
- Is it genuinely from New Zealand, or loved by New Zealanders?
- Would we be happy to give it as a gift ourselves?
- Can we deliver it to you in great condition?
If the answer to any of these is no, it doesn’t make the cut.
Step 2: Your order lands with a real person
As soon as your payment goes through, you’ll get an email confirming your order. Then it comes to us — not to a faceless warehouse. We read every order, including any notes you’ve added, like a gift message or delivery instructions.
Step 3: Hand-checked, item by item
This is the step we’re proudest of. Before anything is packed, we check each item by hand:
- Is it the right product? Right size, colour and variant.
- Is it in perfect condition? No dents, scuffs or loose threads.
- Is it within date? For food and skincare, we check best-before and expiry dates.
- Are seals intact? Beauty products and food arrive unopened, as they left the maker.
If something isn’t right, we replace it before it goes out. If we can’t, we’ll contact you before shipping — never after.
Step 4: Packed with care
Every parcel is packed to survive the journey:
- Jars and creams are wrapped and padded so they don’t move around.
- Soft toys are bagged to keep them clean.
- Chocolate is kept away from anything warm.
- Gift messages are tucked inside, and we never include prices in the parcel.
We also keep packaging sensible — enough to protect your order, without boxes full of empty space.
Step 5: On its way with NZ Post
We dispatch within 1–2 business days, sending every parcel with NZ Post / CourierPost. You’ll get an email with your tracking number as soon as it’s on its way, and you can check its progress any time on our Track My Order page.
Delivery usually takes 1–4 business days depending on where you are in New Zealand, and orders of $79 or more ship free.
Step 6: We’re here after it arrives
Our care doesn’t stop at your door. If anything isn’t right — a damaged item, a mix-up, or a change of mind within 30 days — just get in touch. A real person from our Auckland team will reply and sort it out. See our Returns & Refunds policy for the details.
Small team, big care
We started Hormay to make it easy to find genuine New Zealand goods — and to deliver them the way we’d want our own orders delivered. Thank you for trusting us with yours.
Read more about our story, or start exploring our shop.
