Frequently Asked Questions
- How much will I be charged for shipping and what are the delivery times?
- Is it possible to track my order?
- What happens if the item I buy doesn't fit?
- If I haven't heard of the brand before, how do I know I am getting a quality product?
- How will I know if the item I want is in stock?
- What forms of payment do you accept?
- How do I know it is safe to use my credit card?
- Will my credit card be charged if the item(s) I order are not available or not in stock?
- Is there anywhere in the world you can't ship to?
- Can you ship to a PO Box?
- How soon will my order be shipped?
- What personal information will you require in order for me to place an order?
- Do you share my personal information with external parties?
- How do you package the orders?
- Do you insure the packages?
- Do the prices on the website include taxes?
- What are the shipping cut off dates for Christmas?
How much will I be charged for shipping and what are the delivery times?
For items being shipped internationally you can select different methods of delivery depending on how urgently you want them.
View our schedule of international shipping costs and delivery times.
View our shipping schedules and prices for customers within New Zealand.
Is it possible to track my order?
We have track and trace details for each package that leaves our warehouse. If your package does not arrive within the allotted time frame send us an email to firstname.lastname@example.org with your order number and we will conduct a track and trace for you.
What happens if the item I buy doesn't fit?
If you are not happy with the fit of your chosen garment you can send it back to us for a refund of the ticket price or exchange for another size / garment. Unfortunately we are unable to refund the shipping costs so it is important that you read our sizing guides carefully.
Click the following links to find out the information about Returns.
If I haven't heard of the brand before, how do I know I am getting a quality product?
We only sell products from reputable, high quality suppliers. Most of the products we stock are made in New Zealand using superior New Zealand materials. In the unlikely event that an item is faulty, we will endeavour to replace the item for another of its kind, replace the item with an alternative selection of your choice or provide you with a refund for the cost of the item should a suitable replacement not be available.
How will I know if the item I want is in stock?
All items listed on the website should be in stock. If an item you would like to buy is not in stock it will not be available on the website for purchase. In this instance, please send us an email to email@example.com and let us know the product, size and colour that you want and we will see if we can order one for you from our supplier.
What forms of payment do you accept?
We accept Visa, MasterCard, JCB, BankCard. Various white label cards within New Zealand can be accepted as well.
How do I know it is safe to use my credit card?
We have made our website as safe as we possibly can and use SSL (Secure Socket Layer) technology to process all transactions. This is a method of ensuring that information submitted through our website is secure and cannot be accessed by unauthorised users. You will see a lock and key symbol displayed at the bottom of your browser or in the address field, which indicates that the site is secure. We don't hold your credit card details on the website, which means that they cannot be stolen should there be a breach of security.
How will I know that you have received my order?
As soon as your credit card payment has been processed you will receive an email to confirm that we have received the order, details of the order and confirmation of the address to which the order will be shipped.
Will my credit card be charged if the item(s) I order are not available or not in stock?
No. We will only charge your credit card if we are able to supply the item(s) ordered.
Is there anywhere in the world you can't ship to?
We are generally able to ship anywhere in the world. In some countries customers may be liable for duty or local sales taxes which may be charged on the purchase. Check out our international and domestic shipping schedules for costs involved.
Can you ship to a PO Box?
Unfortunately not. Customers with a PO Box will need to provide an alternative physical address or local post office to have the item(s) delivered.
How soon will my order be shipped?
We will ship your order as soon as:
a) Your credit card payment has been processed
b) Your delivery details have been verified (therefore it is imperative that you provide us with complete address and contact details)
c) We have confirmed that we have the product(s) you have ordered in stock
Orders received before 10am Monday to Friday New Zealand time will be shipped that day. Orders received after 10am or on a weekend / public holiday will be shipped the following working day.
What personal information will you require in order for me to place an order?
We will need to know your name, mailing address, shipping address (if different), email address, contact telephone number and credit card number details. Please note, we do not keep your credit card details on our website and therefore these are protected from any breach of security.
Do you share my personal information with external parties?
Absolutely not. We consider all information that you share with us as totally private and confidential. We will, at no point, sell, share or give out your personal information without your consent. If you join our mailing list then we will use the information we collect from you to inform you of new products, sales or services via email, however this is optional.
How do you package the orders?
We will wrap and package your item(s) so that you receive them in the same condition as they leave us. Whilst it is out of our hands once the package leaves our warehouse, we do use reputable courier companies to ensure as safe a passage as possible for your order.
Do you insure the packages?
Yes. We have insurance covering theft and accidental damage to the packages whilst in transit. Once the package has been delivered and signed for however, the packages are no longer covered by insurance.
Do the prices on the website include taxes?
Yes, the prices include New Zealand GST (Goods and Services Tax).
Do I have to pay Goods & Services Tax if I am shipping outside of New Zealand?
No. GST will be deducted from the ticket price of the item(s) ordered at the Checkout stage. Please note, you may be liable for local sales tax or duty depending on the country you live in.
What are the shipping cut off dates for Christmas?
Australia: 3rd December
South Pacific, East Asia, North America, UK and Europe: 26th November
Rest of the World: 23rd November
Australia: 10th December
South Pacific, East Asia, North America, UK and Europe: 3rd December
Rest of World: 30th November
Australia: 17th December
South Pacific, East Asia, North America, UK and Europe: 14th December
Rest of World: 12th December