Legal notice
Stone & Stem Website Policies
Last updated: August 2026
Welcome to Stone & Stem.
Stone & Stem is a New Zealand small business based in Hokitika, West Coast, specialising in crystals, plants, botanical products and gifts.
These policies have been created to help make shopping with us clear, fair and straightforward.
By purchasing from Stone & Stem or using our website, you agree to the applicable terms outlined below.
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1. Terms & Conditions
About Stone & Stem
Stone & Stem operates as an online and market-based retail business in New Zealand.
We sell a carefully selected range of crystals, plants, botanical products, gifts and related items.
We reserve the right to update our products, prices, promotions and these website terms when required.
Product Information
We make every reasonable effort to ensure our product descriptions, photographs, prices and other information are accurate.
However, many of our products are natural or living products and therefore variations will occur.
Crystals may naturally vary in:
- Colour
- Shape
- Size
- Pattern
- Clarity
- Texture
- Natural inclusions or imperfections
Plants may naturally vary in:
- Size
- Shape
- Colour
- Growth
- Foliage
- Number of leaves
These natural variations are part of what makes each product unique and are not necessarily considered defects.
Where photographs are representative rather than showing the exact item you will receive, we will endeavour to make this clear in the product description.
Pricing
All prices are displayed in New Zealand Dollars (NZD) unless otherwise stated.
Shipping charges, where applicable, will be shown separately.
We reserve the right to correct genuine pricing or listing errors. If an error affects an order you have already placed, we will contact you before proceeding wherever reasonably possible.
Orders
Placing an order does not necessarily guarantee availability.
Occasionally, an item may sell simultaneously online and at one of our market stalls or events.
If an item becomes unavailable after you place your order, we will contact you and arrange an appropriate solution, which may include an alternative product or refund.
Consumer Rights
Nothing in these Terms & Conditions is intended to exclude, restrict or modify any rights you may have under the Consumer Guarantees Act 1993, Fair Trading Act 1986, or other applicable New Zealand legislation.
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2. Returns, Refunds & Exchanges Policy
We want you to love your Stone & Stem purchase.
If there is a problem with your order, please contact us as soon as possible at:
stoneandstemboutique@gmail.com
Faulty, Damaged or Incorrect Products
If your item arrives damaged, faulty, significantly different from its description, or you receive the incorrect product, please contact us as soon as possible.
Please provide:
- Your name
- Your order number, if applicable
- A description of the problem
- Clear photographs of the product
- Photographs of the parcel and packaging if the item was damaged during delivery
Please keep the product and its original packaging while we investigate the issue.
We will assess the situation and provide an appropriate remedy in accordance with your rights under New Zealand consumer law.
Depending on the circumstances, this may include a repair, replacement, refund or another appropriate remedy.
Change of Mind
Stone & Stem is not required to provide a refund or exchange simply because you have changed your mind.
However, we want our customers to have a positive experience, so please contact us if you have concerns about your purchase and we will consider your circumstances.
This change-of-mind policy does not affect any rights you may have under New Zealand consumer law.
Live Plants
Plants are living products and require appropriate care after purchase.
We take care to ensure plants are healthy and appropriately packaged when they leave us.
We cannot guarantee the ongoing health of a plant where deterioration results from circumstances after delivery such as inappropriate watering, lighting, temperature, repotting, neglect, pests introduced after purchase or other environmental conditions outside our control.
However, this does not limit any rights you may have under the Consumer Guarantees Act.
If a plant arrives significantly damaged or in poor condition, please contact us promptly with photographs so we can assess the issue.
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3. Shipping & Delivery Policy
At Stone & Stem, we put a lot of love and care into preparing and packing your goodies.
We take reasonable precautions to ensure products are appropriately protected for their journey to you.
Delivery Times
Our courier service generally operates on an overnight delivery service.
However, overnight delivery cannot be guaranteed.
Unforeseen circumstances including courier delays, weather events, high parcel volumes, public holidays and other circumstances outside our direct control can affect delivery times.
Please allow approximately 3–5 working days following dispatch for your parcel to arrive.
Rural deliveries may take additional time.
Courier Damage
Once your parcel has been collected, its transportation and day-to-day handling are undertaken by the courier provider and are outside Stone & Stem's direct physical control.
However, if your order arrives damaged, please contact us as soon as possible.
Please retain the original packaging and send us clear photographs showing:
- The damaged product
- The inside packaging
- The outside of the parcel
- Any visible damage to the parcel
- The shipping label
This helps us assess the problem and, where appropriate, lodge a claim with the courier.
Nothing in this section limits your rights under the Consumer Guarantees Act or other applicable New Zealand consumer legislation.
Incorrect Delivery Addresses
Customers are responsible for providing complete and accurate delivery information when placing an order.
If you notice an error in your delivery address, please contact us immediately.
Once an order has been dispatched, we may not be able to change its delivery address.
International Shipping & Living Products
Due to international biosecurity, customs and import requirements, Stone & Stem does not ship plants, soil or other living organisms overseas.
Eligible non-living products may be available for international shipping where permitted.
Customers ordering internationally are responsible for checking the import requirements of their destination country and for any applicable customs charges, taxes, duties or other import costs.
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4. Privacy Policy
Stone & Stem respects your privacy and takes the protection of your personal information seriously.
We handle personal information in accordance with applicable New Zealand privacy legislation, including the Privacy Act 2020.
Information We May Collect
When you purchase from us, contact us, interact with our website or subscribe to communications, we may collect information including:
- Your name
- Email address
- Phone number
- Billing and delivery address
- Order and transaction information
- Communications you send to us
- Information necessary to process and fulfil your order
- Website usage or technical information collected through cookies or similar technologies, where applicable
How We Use Your Information
We may use your personal information to:
- Process and fulfil orders
- Arrange shipping and delivery
- Communicate with you regarding purchases
- Respond to questions or enquiries
- Handle returns, refunds or complaints
- Maintain business and transaction records
- Improve our products, services and customer experience
- Send marketing communications where you have consented to receive them
- Meet legal, accounting or regulatory requirements
Sharing Your Information
We do not sell your personal information.
We may share information where reasonably necessary with trusted third parties who help us operate our business, such as:
- Payment processors
- Courier and delivery providers
- Website and e-commerce providers
- IT or cloud service providers
- Professional advisers or authorities where legally required
We aim to disclose only the information reasonably necessary for those services.
Payment Information
Where payments are processed through a third-party payment provider, your payment information may be collected and processed directly by that provider according to its own privacy and security practices.
Stone & Stem does not necessarily receive or store your complete card information.
Keeping Your Information Safe
We take reasonable steps to protect the personal information we hold from loss, misuse, unauthorised access, disclosure or alteration.
No internet-based system can be guaranteed to be completely secure, but we take reasonable care when handling your information.
Accessing or Correcting Your Information
You may contact us to request access to, or correction of, personal information Stone & Stem holds about you, subject to applicable New Zealand privacy law.
Please email:
stoneandstemboutique@gmail.com
Marketing Communications
If you choose to receive promotional emails from Stone & Stem, you may unsubscribe from marketing communications at any time using the unsubscribe option provided or by contacting us.
You may still receive essential transactional communications relating to an order you have placed.
Cookies
Our website may use cookies and similar technologies to help the website operate, understand how visitors use the site and improve the shopping experience.
Some third-party services integrated into our website may also use cookies according to their own policies.
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5. Plant Disclaimer & Care Policy
Plants are living products, and every plant is naturally unique.
The plant you receive may vary slightly from photographs shown online in terms of size, colour, leaf pattern, growth and overall appearance.
Plant Care
We may provide general plant-care information based on our knowledge and experience.
However, plant health depends on many environmental factors, including:
- Watering
- Light
- Temperature
- Humidity
- Soil
- Fertiliser
- Repotting
- Seasonal changes
- Pest exposure
Our plant-care information is intended as general guidance and cannot guarantee a particular growth outcome.
Please research the specific requirements of your plant and adjust its care according to your home environment.
Pets & Children
Some plants may be harmful or toxic if eaten by people or animals.
Customers are responsible for researching whether a particular plant is suitable for their household, particularly where young children or pets are present.
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6. Crystal & Natural Product Disclaimer
Crystals and minerals are natural products.
Variations in colour, size, pattern, texture, shape, clarity, inclusions and other characteristics are normal.
Small natural marks, inclusions, cavities and irregularities may form part of the stone and do not necessarily indicate damage.
Crystal Properties
Any information Stone & Stem provides regarding the traditional, spiritual, metaphysical or energetic properties of crystals is provided for general interest and entertainment purposes only.
Such information should not be treated as medical, psychological, financial or other professional advice.
Crystals should not be used as a replacement for qualified medical treatment, medication, diagnosis or professional healthcare advice.
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7. Website & Social Media Content
All photographs, branding, logos, graphics and original written content created by Stone & Stem remain the property of Stone & Stem unless otherwise stated.
Please do not reproduce, distribute or commercially use our original content without permission.
We love seeing our products in their new homes. If you tag Stone & Stem in a photograph or social-media post, we may ask your permission before using your content for our own promotional purposes.
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8. Promotions & Discount Codes
Promotions and discount codes may be subject to specific conditions.
Unless otherwise stated:
- Discount codes cannot be exchanged for cash
- Only one promotional code may be used per transaction
- Promotions may have specified start and end dates
- Certain products may be excluded
- Promotions are subject to availability
Any important conditions applying to a particular promotion will be communicated with that promotion.
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9. Limitation of Liability
To the extent permitted by New Zealand law, Stone & Stem is not responsible for losses caused by circumstances outside our reasonable control.
Nothing in these policies excludes, restricts or modifies any statutory consumer rights or remedies that cannot lawfully be excluded or restricted.
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10. Changes to These Policies
Stone & Stem may update these policies from time to time to reflect changes to our business, website, services or applicable requirements.
The latest version will be published on our website with an updated revision date.
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11. Contact Stone & Stem
We’d love to hear from you.
For questions regarding orders, shipping, products, returns, privacy or these policies, please contact us.
Stone & Stem
Hokitika, West Coast
New Zealand
Email:
stoneandstemboutique@gmail.com
Phone:
027 205 9947
For the fastest response, email is our preferred method of contact.
As a small business, we may not always be available to answer the phone while packing orders or attending markets. If you cannot reach us by phone, please send us an email and we will respond as soon as reasonably possible.
Thank you for supporting Stone & Stem. 🌿💎