Frequently Asked Questions
How long will it take to ship?
Approximate times (a.k.a. How long is a piece of string?)
Because of the unpredictable nature of courier services, we have over-estimated delivery times a little (below).
- North Island: 2-5 working days
- South Island: 3-7 working days
- Rural & PO Box: 3-10 working days (this really varies from driver to driver)
- WORLDWIDE*: 10-15 working days
- Click & Collect: Usually ready for pickup next working day (Mon - Fri)
Pricing
| Click & Collect (Burbush, Hamilton) | FREE |
| NZ - Standard Shipping** | $7 (NZD) |
| NZ - Rural & PO Box | $10 (NZD) |
| AUS - Standard Shipping | $23 (AUD) |
| AUS - Under $15 (AUD) | $12 (AUD) |
| Rest of the World*** (excl. USA) - Rates based on order weight | $50 - $150 (NZD) |
| You only pay postage once - so the more you buy, the more you save. |
*Shipping to the USA: Due to recent changes in U.S. import tariffs, we are currently unable to ship orders to the United States.
**Shipping to Waiheke Island: To help cover the higher postage costs to Waiheke Island, please choose “NZ – Rural & PO Box” at checkout.
***Shipping to the Rest of the World: Orders outside New Zealand are not charged NZ GST (Goods and Services Tax). Your country may apply import duties, VAT, or taxes on arrival, which are the customer’s responsibility.
What happens if my order is damaged?
Please let us know as soon as possible (with a photo), and we will replace the damaged item immediately. If you would prefer a refund, just let us know and we will sort that for you.
What happens if an item is SOLD OUT?
If an item sells out, we will put a note on to let you know when it is next available. If you are nervous about missing out, contact us, and we can put through a back-order.
When an item is limited edition, it can become permanently unavailable.
Does Kat hand autograph every book?
If you request for your book to be signed, then Kat will sign them lovingly by hand. You'll find it on the cover flap, or the top corner of the first page. (Back inside page for board books). This can add a day to your order for new releases, as we only have one Kat!
I am a Kura (School), Kindy, or ECE, can we get a discount for a bulk purchase?
We have a special educational resource catalogue (Te Kete Kura a Kuwi) available exclusively for schools / kura / ECE / wānanga / tertiary / kaiako = pretty much anyone working within the educational realm. To request a catalogue or to open an educational account, email: hello@illustrated.co.nz
Error message at checkout:
| This order can’t be shipped to the address you entered. Review your address to ensure that all fields have been entered correctly and try again. |
| If you are seeing the above message, it is likely because an item(s) you have added to your cart is not currently available for purchase in your country (NZ shipping only). | |
 It will be clearly labeled in the product's description if this is the case.
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| To resolve this issue, just remove the particular item from your cart and try again. We apologise for any inconvenience this may cause. |