FAQ
What do I do if I’ve given you the wrong address?
Get in touch as fast as you can! We send our packages out promptly, but if you email us right away we can change the address.
When are my items shipped?
We package items every weekday morning, and the courier collects them at noon. If you order before noon, your items will be sent that very same day. If you order in the afternoon, they’ll head out in the next day’s deliveries.
Do you offer free shipping for large orders?
We do! If the items in your cart total more than $99, the shipping will be free to anywhere in New Zealand.
I placed an order and realised I chose the wrong colour/size/style. Can I change it?
If you’ve picked the wrong item, email us as soon as possible.We ship things speedily, but if you can catch us before the daily 12pm courier collection, we’ll change your order. If the replacement item is more expensive, it won’t be sent until you’ve paid the additional cost.
If your item has arrived and you’ve realised it is the wrong thing, we will exchange it—you will just pay for the associated shipping costs.
Do you offer exchanges?
Yes, we do. We would like all of our customers to be happy with their purchases—if you are not, you can send it back within 14 days to receive a refund or exchange (less shipping costs).
My item has arrived, and it’s faulty! What do I do?
If you have received something that’s damaged or not working properly, we ask that you get in contact with us immediately. We have qualified technicians who can first work through some troubleshooting to check that it’s not user error (don’t worry, it happens to the best of us). If the item is indeed faulty, we will send you a prepaid courier label so we can replace it without you paying any extra shipping costs.
Can you hold items so I can pay later?
Sorry, as all of our listings are tied to actual stock, we can’t put anything on hold. We do, however, offer Laybuy, Afterpay and Zip as payment options. This allows you to pay it off in installments, interest-free.
I’ve purchased an item but it’s now saying it’s sold out. What’s going on?
Our listings are tied to our actual stock, so if you purchase the last one of any particular item, it will then display as sold out. On rare occasions, our inventory indicates an item is in stock when it is not. If this happens, you will be notified right away and we will get it sorted.
I’ve purchased an item—why hasn’t it arrived?
If you have been sent no tracking details and the item has not arrived, it is likely that we've sent you an email about and issue with the order but this can sometimes get lost in spam folders. Check your junk mail to see if we have made contact. If there’s nothing there, contact us. Should your order include a battery, shipping may be delayed slightly due to laws regulating postage of batteries.
Been sent tracking details but still waiting on your item? It’s a matter for the courier service! First, check the link you were sent to see whether there has been an issue with delivery. If there is, call the Courier Service (Post Haste on 0800 106 828 or CourierPost 0800 268 743) to lodge a claim. If you need assistance with the process, please feel free to contact us.