RETURNS & EXCHANGES
Our returns process is simple and straightforward. You may return new, unopened items within 30 days of delivery for a full refund. We will cover the cost of sending an exchange to you and request that you cover the cost of return the item back to us. We will also pay the return shipping costs if the return is a result of our error, or the item is faulty. We will also pay the return shipping costs if the return if you received the incorrect item or the item is faulty.
You should expect to receive your refund into your bank account within four weeks of giving your package to the return shipper; however, in most cases you will receive a refund more quickly. This time period includes the transit time for us to receive your return from the shipper (5 to 10 business days), the time it takes us to process your return once we receive it (3 to 5 business days), and the time it takes your bank to process our refund request (5 to 10 business days).
If you need to return an item, simply login to your account, view the order using the "Complete Orders" link under the “My Account” menu and click the ”Return Item(s)” button. We will notify you about your refund via e-mail, once we have received and processed the returned item.
INTERNATIONAL ORDERS
We can ship to virtually any address in the world. Please note that there are restrictions on certain products, and some products cannot be shipped to international destinations.
CUSTOMER SERVICE HELP
For further clarification on these restrictions please contact us on 09 478 8916, or 021 745 963.
SHIPPING DATE ESTIMATES
When you place an order, we will estimate shipping and delivery dates for you based on the availability of your items and the shipping options you choose. Depending on the shipping provider you choose, shipping date estimates will appear on the shipping quotes page.
WEIGHT-BASED SHIPPING
Please also note that the shipping rates for many items we sell are weight-based. The weight of an individual item appears on its “Detail” page. To reflect the policies of the shipping companies we use, all weights are rounded up to the next full pound.
PICK-UP
We have a Click & Collect option for Auckland-based customers. Please contact us on 09 478 8916, or 021 745 963, to arrange a suitable time for collection of your item.