FAQ

Frequently Asked Questions

Question 1
Where do your products come from?

Answer to question 1
We work with trusted suppliers around the world and ship items directly to you. This helps us offer trending products at better prices.

 

Question 2
Will my item look exactly like the photos?

Answer to question 2
Product images are for guidance. Colours or small details may vary slightly due to lighting, screens, or manufacturing.

 

Question 3
Is Emberline Market a NZ business?

Answer to question 3
Yes — we’re a New Zealand–owned online store.

 

Question 4
What if my item arrives damaged or faulty?

Answer to question 4
If your item arrives damaged, faulty, or not as described, you’re covered by NZ and AU consumer law. Contact us within 7 days of delivery with photos and your order number and we’ll sort it.

 

Question 5
Will I get a refund or replacement?

Answer to question 5
Depending on the issue, we’ll offer a replacement, a refund, or another appropriate solution.

 

Question 6
Do I need to send the item back?

Answer to question 6
Usually no. In many cases we won’t require a return — we’ll let you know.

 

Question 7
How long do refunds take?

Answer to question 7
Once approved, refunds are processed back to your original payment method and usually show within 5–10 business days.

 

Question 8
What items can’t be returned?

Answer to question 8
Sale items, hygiene or personal-use products (once opened), and items damaged through normal wear or misuse — unless they’re faulty.