FAQs

OPEN HOURS

Heavy Metal's normal office hours are 8am - 5pm, Monday - Friday excluding holidays. Customer inquiries and despatching are undertaken during these hours, you can purchase freely outside of these hours online and your order will be processed on the next working day.

 

PRODUCTS

Where are your products made?

 

Heavy Metal

All Metal Art + Objects are made onsite, right here at the Heavy Metal Foundry. All handcrafted and sandcast to an exemplary standard using quality materials from NZ and the world. Learn more about the foundry here

 

PG2000

Linbide | Stark | Starett

 

Foundry Gallery

Who designs your products?

We do! Everything is designed on site by our team. If you have a product you're wanting to see come to fruition, contact us to see how we can help you.

 

ORDERS

Availability of my order?

We aim to deliver your goods as quickly as possible and because we generally keep stock on hand we aim to process and despatch your order within 2 working days. Customised products take a wee while longer from the design to manufacture. Please allow up to 4 weeks to receive your handcrafted foundry product, or upto 5 working days, you will be notified and kept in the loop with updates as to what stage your product is at. Please contact us if you require an item asap, we more often than not are able to supply within your time frame or provide an alternative

How will I know if my order is confirmed?

If you provided a valid email address during the Checkout process, you will receive two emails. The first confirms the details of your order. The second email notifies you your order has shipped

We take no responsibility for damaged items in the post.
Please do however notify us if anything arrives broken and we can do our best to get it sorted for you. Please note that once a parcel has been dispatched its delivery time is out of our control. You can however track your items and take any issues up with the courier company directly or email us and we can assist to the best of our ability.

 

PAYMENT

We want you to have a safe and secure shopping experience with us, therefore we use an up to date external secure platform throughout the payment process. Heavy Metal does not hold credit card numbers. 

What payment methods do you accept?

We accept payments via Paypal or for NZ residents we are happy to provide you with our bank account. Please contact us if this is your preferred option. 

Do I need a PayPal account to purchase from this store?
No, you are not required to have a PayPal account to purchase from this store. However, if you already have a PayPal account, you may use it as your payment method.

Is this a secure way to make payment?

Yes, paypal is one of the worlds most secure methods of payment.PayPal uses the highest level of encryption and data security to ensure your details are protected. PayPal securely shares your order and delivery details with us, but does not share any of your sensitive payment information.

 

SHIPPING

We use New Zealand couriers and provide a complimentary tracking number within NZ, you will receive an email once your item has been packed and dispatched. Please allow 1-3 days for processing and delivery within NZ and 7-40 days internationally. Please only provide us with a physical address, our couriers can not deliver to your PO Box. 

Do you ship internationally?

Yes, we use NZ Post International couriers. We provide this service on a case by case basis - we need to take into account destination country, weight, dimensions and insurance. We recommend tracking + insurance on all items valued at $75 and over. We are happy to provide more than one option with your shipping quote. Contact us to arrange a quote for you 

Customs for international customers?

We have found that customers can be charged fees from their own country for buying products online. Unfortunately Heavy Metal cannot take responsibility of any customs or import fees that may occur once the parcel reaches its destination country. These charges must be paid by the recipient (you) of the products. Unfortunately, we have no control over these charges, and cannot tell you how much these would be, as these fees vary widely from country to country. We recommend contacting your local customs office prior to ordering ANYTHING online, so you are not surprised by any unexpected charges.

Can I pick my order up?

Sure! Contact us to sort out and while you're here you can check out the our retail gallery!

 

COLOURS

Reproduction of colours is as accurate as photographic processes allow, but please note that actual colours may vary slightly from what is displayed on your monitor.

 

EXCHANGES | RETURNS

What is your exchange / return policy?
While customer satisfaction is of the utmost importance to us, refunds + exchanges are not possible on customised product, please choose carefully!
  Please contact us BEFORE you send your product back.  We cannot accept goods that are not in original packaging or a resellable condition Refer to our Returns Policy for further information.