Thanks for your interest in shopping online with Grail – we value your custom.

To help you, we have put together a list of Frequently Asked Questions that seem to come up time and again.

If you have already created an account on our website shop, but have lost your password, you can reset it.

Simply head to the “My Account” page and click on the lost password? link

Image 1 – my account page – showing the Reset Password link.



password reset 1


Image two shows the password reset box.

When we receive your order, we send out a confirmation email, and once your order has been dispatched, we send out another email with estimated delivery timeframes and where available – the package tracking number.  Please note that once the package has left our premises, we do not have any control over delivery.

If your package doesn’t arrive within 28 working days, please contact us so that we may follow up.

Please ensure to check your junk mail / spam folder as some email programs might have mistakenly flagged our email as spam.  If you still don’t receive emails, please contact us.

Postage is calculated at a flat rate of 30% of you basket total and the postage cost is displayed at the checkout.

We accept payments by PayPal & Credit Card through our online store checkout.

All pricing is displayed in US$ and includes all taxes.

Once you’ve placed your order and completed payment, you should receive two confirmation emails: one from PayPal to confirm payment and a second confirmation from our system to acknowledge our receipt.  If you do not receive either of these emails, please ensure to check your spam folder, or contact us if you are sure you have not received the email(s).

Orders are processed and dispatched regularly.  If we discover any problem with your order, we will contact you to discuss before dispatch.

Delivery is handled by New Zealand Post and when your order has been dispatched, we’ll notify you by email. Delivery times vary depending upon your location, but as a general rule, you can expect the following:

  • New Zealand: 2-5 days
  • Australia: 5-7 days
  • Europe: 7-14 days
  • USA & Rest of World: 10-28 days

Wherever you are in the world, if you have not received anything with 28 days, please contact us so that we may investigate.


Please make your purchase carefully.  If you wish to cancel your order, you may do so unless the order has already been dispatched.  If we have incurred any processing costs in relation to your order, this will be deducted from the refund.


We try very hard to ensure that your order will reach you in the best condition.  In the unlikely event that your order is damaged in transit, we will replace it – please contact us to explain the issue and we will communicate return instructions. It will be helpful to provide suitable evidence (i.e. a photo) of any damage.

Please make you purchase carefully as we don’t provide refunds should you change your mind, if you are unsatisfied for any other reason, please do contact us and we will respond to you accordingly.