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1. Ordering & Payment
   Which payment methods do you accept?
   We accept a comprehensive range of secure payment options to ensure a seamless checkout experience. You can finalise your purchase using major credit and debit cards, including Visa, Mastercard, and American Express. Additionally, we support modern digital wallets and mobile payment solutions, including Apple Pay, Google Pay, and selected regional e-wallets available at checkout.

Is my payment communication secure?
Yes. All transaction data is handled using industry-standard cryptographic protocols and secure server environments. Your billing information is processed directly through regulated, certified payment processors to maintain data integrity and confidentiality.

2. Shipping & Delivery
   Where do you ship from, and which regions do you serve?
   Our operations are based in New Zealand, and all orders are dispatched directly from our facility. We specialise in serving customers across Europe.

What are the shipping times and carriers?
We partner with premium international courier services—including DHL Priority, FedEx Priority, and UPS Priority—to manage our global logistics.

Order Processing Time: 1 to 3 business days.

Estimated Delivery Time: 5 to 10 business days from the date of dispatch.

How can I track my shipment?
Transparency is fundamental to our service. Automated status notifications will be sent to the email address provided during checkout at key operational milestones, including:

When your order has been dispatched from our facility.

When the consignment arrives at the primary regional logistics hub.

When the package is out for local delivery with the courier.

What happens if my order is delayed or lost?
If a delivery exceeds the standard estimated transit timeframe, our logistics team will initiate a formal investigation with the respective carrier. Based on the conclusive outcome of the courier’s investigation, we will promptly arrange either a complete replacement of the items or a full refund of the purchase amount.

Will I have to pay import duties or VAT upon arrival?
No. All orders destined for Europe are shipped under DDP (Delivered Duty Paid) terms. This means the total price displayed at checkout is inclusive of all applicable import duties, customs clearance fees, and Value Added Tax (VAT). You will not be subjected to any additional or unexpected charges upon local delivery.

3. Returns, Withdrawals & Refunds
   What is your return policy for European customers?
   In full compliance with European consumer protection regulations, customers residing within Europe retain a statutory 14-day Right of Withdrawal. You have the right to cancel your purchase and initiate a return within 14 days from the date you, or a designated third party, physically receive the goods.

To exercise this right, the items must be returned to us in their original, unused condition and intact packaging. Return shipping costs are the responsibility of the consumer unless otherwise specified. To initiate a statutory withdrawal, please contact our support team at serving@timbertraycraft.com.

What should I do if my items arrive damaged or defective?
We maintain strict quality oversight, but if an item sustains damage during transit or exhibits a manufacturing defect, you are fully protected.

Please contact us via email at serving@timbertraycraft.com within 14 days of receipt, providing clear photographic evidence of the issue along with your order details. Once verified by our team, we will resolve the matter immediately by issuing a full refund or arranging a priority replacement. You are not required to mail the damaged items back to us.

4. Corporate & Contact Information
   Who owns and operates this website?
   This website is proudly owned and operated by KASTARA ENTERPRISES LIMITED, a legally registered entity in New Zealand.

Company Registration Numbers: 9374151 / 9429053149237

Physical & Registered Office Address: 57 Commerce St, Kaitaia, Far North 0410, New Zealand

Telephone Contact: +64 94084320

Official Correspondence Email: serving@timbertraycraft.com