|Payments & Billing|
|Code of Conduct|
Has my order been shipped out yet?
As soon as your order has been dispatched from our Distribution Centre, you will be sent an email confirmation to let you know that it's on it's way. Please make sure you save email@example.com to your contacts so that this does not go to your Junk Inbox.
Once we have sent out the email to let you know it has been shipped, you can track the order by going to the Courier Post website: http://www.courierpost.co.nz/ (New Zealand orders only)
To track international orders, please contact us at firstname.lastname@example.org.
I have received a faulty item
We want all our customers to receive top quality product, so if you think there is a fault with an item you have received, let us know straight away by contacting our Customer Service Team on 0800 042 092, or by emailing email@example.com.
We will aim to resolve any issues with a faulty item as quickly as possible, but we need to know as soon as you discover the fault.
Please include as many details as possible about the order and the fault, and we will advise you how best to proceed.
One or more items is missing from my order
Sometimes, due to circumstances beyond our control we may not be able to fully supply all items that you ordered. When this happens, we will send you an email notification to let you know that there will be items missing from your order. You will not be charged for items that are not sent.
Please check your packing slip - this will show all items that should have been delivered. If what you have received does not match the packing slip, please contact our Customer Service Team on 0800 042 092, or by emailing firstname.lastname@example.org.
How long will my order take to arrive?
We aim to deliver your order within 1-3 working days. For rural areas please allow an extra 2 working days.
Allow 4 working days.
Within 10 business days.
Please note, these timeframes are once your order has been dispatched by us. We generally allow 24 hours for dispatch, and during sales or promotional periods this may be slightly longer. There may also be a delay with your order if we have to source an item from one of our stores, due to low stock at our Distribution Centre.
Can I ship to an international address?
Yes, we ship internationally to Australia, the South Pacific, East Asia, North America, the UK and Europe.
New Zealand: Free
International: Free on orders over NZ $150 - $120 on orders under $150We ship all international orders via DHL. All orders will be printed with an Authority To Leave - this means the parcel may be left in a secure location without a signature if you're not there to receive the parcel.
Can I arrange to collect my order from a store?
We can arrange for you to pick up your order from any one of our retail stores.
Please call 0800 042 092, or email email@example.com, and our Customer Services Team is happy to help.
Can I change the delivery address for an order that I have already submitted?
We're really quick at picking, packing, and processing your order to make sure you receive it ASAP. This means we may not be able to amend your delivery address once your order has been submitted.
Please call 0800 042 092 as soon as possible after placing your order, or email our Customer Services Team at firstname.lastname@example.org, and we'll do our best to help.
How much does delivery cost?
Delivery to New Zealand and Australia is free.
For our international customers, delivery is free for orders over $150, and for orders under $150 a $20 delivery fee is charged.
Can you deliver to a P.O. Box?
Unfortunately we do not deliver to PO Box numbers, as Courier Post is a signature required service.
Taxes and duties on international orders
Please note that if you are placing your order from outside of New Zealand, customs or import duties may be charged when the order reaches it's destination country.These must be paid by the recipient. We have no control over these charges and cannot predict what they may be.Customs policies and charges will vary from country to country. We'd recommend contacting your local customs office for further information.
What kind of delivery service do you use?
We use a signature required service with Courier Post. Our courier will not leave a package without the item being signed for. If no one is at the address when the driver attempts delivery, a card to call will be left with instructions on how to arrange collection or re-delivery.
All international orders are sent with DHL Express and have an Authority to Leave. This means the parcel may be left in a secure location without a signature if you're not there to receive the parcel.