What are your operating hours?
The online store can take orders at any time. Our team works 9am-5pm NZT, but they can be contacted 10am - 4pm NZ time. The hours at the start, and end of the day ensure that all orders are processed in a timely manner.
What is your refund/return policy?
In short, your circumstances generally must meet these guidelines:
- items must be in the state you received them, in their original packaging
- packaging seals (where available) must be intact
- details of proof of purchase (name, email address, order number)
- you must contact us via email to email@example.com to request a refund
- your request needs to come from the email address you used for your purchase
We understand that this may not be suitable for all situations, so we encourage you to contact us. More information about our refund policy can be found by clicking here.
Why am I seeing two charges on my statement?
Depending on your bank or card provider, they may have an extra transaction that has a pending status on one of the transactions, while the other could be the actual charge for your order. Typically the pending transaction will disappear over the next few business days. BNZ has an article that goes into this - click here to read.
What is your shipping policy?
Shipping can be a complex process, depending on where you live in the country. For example, some carrier services may not be available, or may incur an additional service fee. We have a deadline of 1pm for express shipping, otherwise standard shipping will be processed as soon as possible from the distribution center.
More information about our shipping policy can be found by clicking here.
I've changed my mind on an item that I ordered. What do I do?
The quickest way to contact us is using the chat feature on our website during our operating hours. Our team process orders as quickly as they can, so getting the order flagged for a fulfillment hold is important. Once a hold has been placed on the order, we will then instruct you to formally request an exchange/refund via email. For security purposes, you will need to use the email address you used for your order - preferably replying to your order confirmation.
If it's outside our business hours, please send us an email to firstname.lastname@example.org flagged as important. We review emails & orders at the start of the day to process fulfillment changes. While we make best efforts to process changes, there may be some instances where fulfillment continues if express shipment is used.
More information about our Exchange policy can be found by clicking here.