Shipping & Delivery Inquiries
Most of the answers to the questions we receive from our customers regarding shipping and late deliveries are covered in detail on our FAQs page.
The fastest way to get a detailed response to your query is to fill in the contact form below.
DO YOU NEED TO CHANGE THE SHIPPING ADDRESS ON YOUR ORDER?
There are 2 ways you can do this;
- The recommended way – wait until you receive a confirmation email from DHL couriers where they offer an option to authorize the delivery without signature, or for other delivery options. You should receive the confirmation email within 2 business days of placing your order. Or…
- Alternatively, you can submit your new shipping address by clicking on the ‘CLICK TO CHANGE YOUR SHIPPING ADDRESS’ button located just below this paragraph. If you choose to use the form to change your address, this must be done within 2 hours of placing your order. If you miss this deadline then you will need to make the change via DHL once you receive your tracking/waybill number.
click to change your shipping address
OR…
Click for all other shipping inquiries
DO YOU NEED TO URGENTLY CANCEL YOUR ORDER?
Urgent cancellations must be made within 12 hours of placing your order to ensure shipping is canceled. Please do not click this button if your order has been shipped already.
If your order has been shipped please click below to view your options;
CLICK HERE TO VIEW our Returns, refused orders & cancellation policies
Refund Policy for Orders Lost in Transit
Very occasionally orders are delayed for reasons which are totally beyond our control, for example – worker strikes, pandemics, and customs delays. Due to this, we can only offer a refund or a free replacement after 6 weeks (from the time we received your order) has expired.
Refund Policy
All refund policies take effect from the moment that your order is received by us. All refunds are paid via PayPal only (being the source of the original payment for the goods). Due to money laundering legislation, refunds can only be made via the source of the payment (www.PayPal.com).
Refused Order Policy
If you decide to refuse your order on delivery or prevent delivery of your order by way of non-payment of import duties or taxes, or by any other means, there will be no refund.
If you accept delivery of your order and return it to us, then our Returned Order Policy applies. Refunds can only be processed when we have the merchandise in our possession.
Returned Order Policy
If you decide to return your order you will first need to accept delivery and then return the goods to our office in New Zealand at your expense. Your order will not be returned to us if you refuse delivery. If you refuse delivery, our Refused Order Policy will apply.
Once we receive the unopened returned item in its original condition, we will pass a refund which will be subject to a handling fee of 80% of the full purchase price. Under no circumstances will any shipping fees, customs duties, or import taxes be refunded.
Please note that we cannot pass any refund if the parcel has been used, damaged, or opened, or if we do not receive the parcel back from you.
Order Cancellation Policy
Every effort should be made to cancel your order before it has been shipped. Note that we ship all orders within 1 business day of receipt. Refunds can only be processed if we are in possession of the merchandise. A handling fee of 10% may apply.
If you decide to cancel your order after it has been shipped, this will be subject to a minimum handling fee of 80% of the full purchase price, and on condition that the item is returned to us unused, and in the original sealed wrapping. We cannot accept used or open packages. All shipping and handling fees will be for your own expense and will not be refunded.
By reading this you agree to the terms and conditions of this policy.
Incorrect Address Policy
If you provided an incorrect address with your order, and your order has been shipped with that incorrect address then you will need to contact the courier to redirect and pay for your parcel to be sent to the correct address. When you have provided us with an incomplete (but not incorrect) address, we will contact you to reconfirm or correct your address details before handing your order to our couriers. Orders shipped to the wrong address as provided by you with your order will not be refunded
Money-Back Guarantee
If you wish to claim a refund in terms of our Money Back Guarantee then please click here. The above refund policies do not apply to the terms and conditions of our Money-Back Guarantee.
Avoid causing delays with your order!
Always check your address on the payment confirmation email you receive from Paypal first (or the order confirmation email we send you). If you don’t need to change anything, then please don’t fill in this form! This will save unnecessary checks on our side which will cause a delay in the shipping of your order.
Attention: AOL, Hotmail, Yahoo, Gmail users!
If you do not receive a reply after contacting us, this will be due to the limited functionality of your email account. Our policy is to answer all messages within 1 business day (Mondays – Fridays).
The above email accounts are known to disallow receiving of messages that contain attachments, or links to webpages – and our replies will sometimes include these.
To avoid any problems, please try using another email account (other than the above-listed ones). Also, please whitelist us to ensure you receive the mail you want!