FAQs

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Orders

  • Can I change an existing order?

    Yes, if you notify us as soon as possible, we're happy to change orders. Please note, that if your order has already been sent, you will need to return the items you want changed at your own expense. 
  • I've got a promo code. Where do I enter it?

    You can enter your promo code at the checkout or payment gateway. Note that a Gift Card is different and this can only be entered at the payment stage. 
  • How do I buy a Gift Voucher?

    You can purchase an online Gift Card by selecting the amount to be purchased here. You'll require the recipient's email address. Please note: our in-store and online vouchers are separate; both are available to purchase online. 
  • What do I do if I receive a faulty item in my order?

    While we take great care to ensure your products reach you in a good condition, at times events outside our control may cause items to be damaged in transit. If this is the case, please call or email us, and we’ll send you a replacement product as quickly as possible. It’s helpful if you provide photos of the damaged product so we can see where the damage occurred. If the product is not suitable for use due to a manufacturing or packaging fault out of our control, we may ask for the sample back, at our cost to provide details to the supplier. 

Delivery

  • How can I track my order?

    For orders to New Zealand and Australia, you’ll receive an email with a link to track your order after it is dispatched. We cannot track international orders.

  • How long will my order to take to arrive?

    Please allow three working day for your order to be processed by our webstore team. 

    For New Zealand orders, delivery time usually takes 1-3 working days. Please allow an extra day for rural deliveries as our estimate for these is 2-4 working days.

    For orders to Australia, shipping generally takes 5-7 working days.

    For orders outside New Zealand and Australia, please allow 2-4 weeks for delivery.

    While we always endeavor to have all products in stock, occasionally a product might be out of stock. If this is the case, you will receive an email on the next working day to advise you that an additional three to five days will be required prior to the dispatch of your order.

  • Do you deliver to PO Boxes or Private Bags?

    Yes we can deliver to PO Boxes and Private Bags
  • Do I have to pay duties or taxes on international orders?


    If you’re placing an order for delivery outside New Zealand, please know that customs and import regulations vary between countries.

    It’s your responsibility to ensure that any items you order are not prohibited or restricted within your delivery country. We accept no responsibility for refunding or replacing any items or costs related to or resulting from, the importation or confiscation of any goods by your country’s customs or government body.

    If your country’s import authorities return your order to us in resalable condition, we will refund you the value of the order, less any postage costs incurred by us, once we’ve received it.

Need a hand?

Need some more information, or wanting a hand with something? Please feel free to email or phone us...