SHIPPING AND RETURNS

Some of our products are digital products, such as our online courses and pdf workbooks - physical products will only be sent if you're purchasing from our physical product range. 

Returns - Digital Products: 

Firstly we can't offer you a refund or exchange for digital products: software, apps, digital planners, and online courses. If you do run into issues, do email us so we can help you: info@thekeyplanner.com

Subscriptions purchased through the google play store and apple app store; please read and understand their terms and conditions for refunds.

SHIPPING AND RETURNS

The Key Planner loves to travel, so YES, we can ship to virtually any address in the world. We use Fastway couriers for national orders within New Zealand & DHL Express for orders to the USA | UK | AUS & the rest of the globe. 

Shop The Key Planner & checkout in your preferred currency we accept NZD, USD, AUD & GBP currencies. 

For New Zealand Orders

We use Fastway couriers; all orders are tracked and couriered to reach you within 1-3 business days; after processing the order, we require up to 12-48 hours to process the order, Monday to Friday. 

If your order hasn't been received within 7 working days, please check your confirmation email, make contact with your local provider and let Jessica Anne know of your order number or email via email to info@thekeyplanner.com or head to our contact page.

** Rural Locations: Please note there may be a delay in delivery time between 2-3 business days for customers in rural locations.  

 ** from the 13th of January 2023, we are switching to post haste couriers. I'll update this section shortly - but if your order hasn't been received in 7 days, email Jessica at info@thekeyplanner.com 

For Australian Orders

We offer DHL express for ALL orders, which are tracked and allow you to receive your order between 1-3 business days after processing (24 - 48hrs Monday to Friday). Why would you want to wait any longer, right? 

If your order hasn't been received within 7 working days, please check your confirmation email, make contact with your local provider and let Jessica Anne know of your order number or email via email to info@thekeyplanner.com or head to our contact page.

** Rural Locations: Please note that if your area is classified "Rural" there may be a delay in delivery time between 2-3 business days.

** DHL express is currently experiencing delays: 

For more information about DHL service disruptions, refer to DHL's COVID-19 updates.

For the United States | Rest Of The World

We offer DHL express for ALL orders, which are tracked and allow you to receive your order within 3-7 business days after processing time - why would you want to wait any longer, right? 

If your order hasn't been received within 7 working days, please check your confirmation email, make contact with your local provider and let Jessica Anne know of your order number or email via email to info@thekeyplanner.com or head to our contact page. 

** Rural Locations: Please note if your area is classified "Rural" do note there may be a delay in delivery time between 2-3 business days.

The United Kingdom | European Union Orders

We offer DHL express for ALL orders, which are tracked and allows you to receive your order within 3-8 business days after processing time. This price is quoted in an order form, please checkout using GBP currency.  

 If your order hasn't been received within 10 working days, please check your confirmation email, make contact with your local provider and let Jessica Anne know of your order number or email via email to info@thekeyplanner.com or head to our contact page.

** Rural Locations: Please note if your area is classified "Rural" do note there may be a delay in delivery time between 2-3 business days and additional charges for customers in rural locations, this will be your responsibility to cover the extra cost if it occurs.

We aim to process orders within 24-48hours, on a Monday to Friday 10 am to 3 pm NZST, (except on New Zealand public holidays & weekends) we love to have our weekends free for friends, family, and gardening, so please keep this in mind when placing orders over the weekend. 

 Shipping rates are determined by the courier and charged accordingly to weight. The weight of any such item can be found on its detail page. To reflect the policies of the shipping companies we use, all weights will be rounded up to the next full pound. 

Duties and Taxes 

As our products ship from New Zealand for orders outside of New Zealand, there may be destination customs fees, duties and taxes, which are the responsibility of the online customer. 

Please ensure you are aware of your country's laws and regulations before making online purchases. 

Returns Policy

We cannot offer change-of-mind refunds or refunds/exchanges for 'on-sale" items.

If you are unhappy with your item for any other reason, please contact us within seven days.

We urge all customers to choose their purchases carefully as we are not obligated to exchange them due to a change of mind.

For this reason, any exchanges will be at the discretion of Jessica Anne International Limited, trading as The Key Planner.  

If we agree to a return, you'll need to cover return costs & refunds, exclude the full shipping rate.

** Digital Products and software are NON-refundable

For Damaged Goods: 

If the item you have received is faulty or has arrived damaged, please contact us immediately with photos. We will organise a replacement (or credit) for you as per our obligations under the Consumer Guarantees Act. All items must be returned unused and in their original packaging.

The Key Planner is designed in New Zealand; therefore, we use UK English spelling & grammar. 

Have issues with your delivery? 

For New Zealand Orders: 

Courier: Fastway Couriers  Website: https://fastway.co.nz/

If you have any issues with your delivery, follow the instructions below. 

Please click on your tracking number. You'll find this in the shipping confirmation email that would have been sent to you.  

Contact your local Fastway depot with the tracking number & document details for a speedy process. E.G who you spoke to, date & time what was discussed. 

Then Email info@thekeyplanner.com to advise the issue immediately, with your order number, your local courier details. 

For USA | UK | Australia Orders: 

Courier: DHL Express  Website: https://www.dhl.co.nz

If you have any issues with your delivery, follow the instructions below. 

Please click on your tracking number. You'll find this in the shipping confirmation email, that would have been sent to you.  

Head to DHL website to track your order 

Contact your local DHL depot with tracking number & document details for a speedy process. E.G who you spoke to, date & time what was discussed. 

Then email info@thekeyplanner.com to advise the issue immediately, with your order number, your local courier details. 

Contact Us

Email: info@thekeyplanner.com

Payments

We Accept Visa and Mastercard and Paypal. 

International Orders we use Bold Commerce for checkout where you can check out in your preferred currency AUD | for Australian orders. GBP for the UK and European Union as well USD for the USA & rest of the world. We accept Visa, Mastercard and Paypal. 

To select your currency, you can use the currency picker at the top right of the website header, in most cases this is automatic. 

We offer afterpay and laybuy payment methods to our New Zealand customers ONLY. 

Effective May 24, 2020, DHL Express is adding an Emergency Situation Surcharge to most shipments. This surcharge was further adjusted on July 1, 2020.

For more information about the Emergency Situation Surcharge, refer to DHL's Emergency Situation Surcharge (ESS) Adjustment.