Frequently Asked Questions
Do you have a shop?
Our retail store, The Vegan Shop, is located at 143 Williamson Ave. Grey Lynn, around the corner from Tart vegan bakery and next to Occum Cafe. There is plenty of parking on Williamson Ave. and Selbourne Street.
The Vegan Shop
143 Williamson Ave
Grey Lynn, Auckland 1021
Location: Map and Directions
PLEASE NOTE: OUR AUCKLAND WAREHOUSE DOES NOT HAVE A SHOP FOR CUSTOMERS TO BROWSE THROUGH OR PURCHASE FROM. PLEASE CONTACT THE VEGAN SHOP DIRECTLY FOR IN-STORE PRODUCT AVAILABILITY.
How does my purchase support a charity?
A portion of every purchase is donated to one of the animal welfare charities listed on this site. For all orders over $25 we will donate $1 to the animal charity of your choice. 50 cents for all smaller orders. You pay no additional fees!
What charities are supported?
SAFE: Their aim is to make significant improvements in the lives of animals by raising awareness, challenging cruel practices, changing attitudes and fostering compassion so that they are no longer exploited or abused. www.safe.org.nz
Animal Sanctuary: Their 32 acre property has grazing land to permanently home abused animals, and is bordered by 400 acres of protected bush where they can safely release rehabilitated native birds. www.animalsanctuary.co.nz
HUHA: Dedicated to teaching empathy to the community and providing shelter for those less fortunate animals that struggle to survive in today's disposable culture. www.huha.org.nz
Farm Watch: Serve as a voice for animals by investigating and exposing cruelty, and rescuing animals in need of care. www.farmwatch.org.nz
Greyhounds Down South: A registered charity based in Southland, New Zealand, that is dedicated to connecting "retired" Greyhounds with their forever homes. www.greyhoundsdownsouth.com
Sea Shepherd: An international non-profit, marine wildlife conservation organisation. www.seashepherd.org.nz
Gentle World: Gentle World’s core purpose is to help build a more peaceful society, by educating the public about the reasons for being vegan. www.GentleWorld.org
How can I suggest a charity to be supported?
Please email us at email@example.com.
What are your delivery charges?
Please visit our shipping policy page.
Can my order be tracked?
All Standard deliveries are sent by PBT Courier, and a tracking number is emailed as soon as the order is shipped. Orders can be tracked at http://www.pbt.com/services/pbt-couriers.html
All Priority Overnight chilled orders are sent by New Zealand Couriers for delivery the next morning. Orders can be tracked at http://www.nzcouriers.co.nz/html/trackit.html
Same-Day Auckland Metro deliveries are sent by Urgent Couriers and will be delivered between 6 - 9pm.
Do I have to be home to sign for my delivery?
Couriers require a signature unless you specify where your package can be left safely without signature. If you request your package left without a signature we are no longer responsible if it is lost or stolen. For refridgerated or frozen items someone must be available to accept delivery of these packages or have them delivered to your work address instead.
Do you ship internationally?
We will ship internationally but the shipping cost must be calculated first. Please note that all orders will be sent via the Post Office and can take 1-3 weeks to arrive.
What is your returns policy?
If you received damaged or faulty goods, we will happily provide you with a full refund within thirty (30) days. However we are not obliged to refund items if you have changed your mind about a particular purchase, so please choose carefully. To exchange SAFE merchandise please contact SAFE directly at firstname.lastname@example.org.
How do you ship refrigerated or frozen products?
Unfortunately it is not possible to keep items frozen in transit. All chilled orders are couriered Priority Overnight (no rural deliveries) with an ice pack which keep products cool for up to 24 hours. Some frozen items may thaw. We do not recommend re-freezing them and suggest they are refridgerated and consumed within 5 days. Any chilled products not received the next day are replaced or refunded.
Do you ship to rural addresses?
We do ship to rural addresses however delivery takes 2-3 working days so we cannot ship Chilled Goods. To check if your address is rural please visit http://www.nzcouriers.co.nz/checkit/
Is my information secure?
Please visit our website policy page.
Do you have all the same products in the shop as in your online store?
The majority of products are available both online and in store, with the exception of Tofutti Ice Cream, Nice Blocks and Nice Cream which are only available in store.
Are all the products you sell vegan?
YES, all the products we sell are 100% entirely Vegan; no meat, fish, dairy, eggs, honey, gelatin, lanolin, wool, fur, silk, suede and leather. NO Animal Testing. We are still New Zealands only 100% Vegan market.
Do any of your products contain palm oil?
We care about animals and recognize that the palm oil industry has had a direct impact on wild orangutan habitat. The companies that supply goods to The Cruelty Free Shop that contain palm oil have given us assurance to our satisfaction that they are sourcing palm oil in the smallest quantities possible and are doing so from sustainable RSPO plantations (Roundtable for Sustainable Palm Oil). Where possible, we will provide palm-free alternatives for our products.