Frequently Asked Questions

How long will it take to receive my order?

We aim to provide the best possible shipping times around.  We ship all orders received on weekdays by 2pm and normally right up until 4pm but we don’t want to promise this just in case we are busy.  Orders received on weekends will leave on Monday.  We use overnight shipping but in some cases it may take 2 to 5 days to receive your order depending on where you live.  Please allow and extra day for rural delivery.  Whilst we do ship quickly please remember once it lands in the hands of our friendly courier drivers at NZ Post it is out of our control.

I have made a mistake on my order and want to change it?

Remember we ship our orders very quickly so the best thing to do is give us a call if you have made a mistake this way we can stop it before it ships.  If its after hours then email us in the first instance and call us when we open.

I want to speak to someone or get some advice on a product or sizing?

We love our customers and we are here to talk to you whenever you need us and guide you through your purchase.  Please feel free to call us during business hours and we will give you as much information as we can.  Please remember as we are a small business sometimes we are serving in store customers so if we don’t answer straight away just keep trying.

I am a rural delivery but why is my order not moving?

Have you selected the right shipping option at checkout?  If you are a rural delivery with an RD registered to your address then you need to ensure that you have paid the correct shipping.  If you have not paid the correct shipping charge then we will hold onto your order while we obtain the extra shipping charge.  This will mean we will email you and offer you the option to pay the extra small charge or to ship to a different address.  Remember this will hold your order up and then our normal delivery guidelines do not apply.

Can I pick up in store?

Yes please select the pick up in store option at checkout once your items are packed and ready for collection you will receive an email notification that they are ready.  Just refer to our normal business hours and be sure to have your name and order number ready when you arrive.

I have received my order but the item does not suit me or I need another size?

That’s no problem we offer super easy returns but remember we do not hold items.  Here’s how it works. 

  • If the item/s are not suitable then just jump onto our returns portal which can be found at the very bottom of our home page and log your return. You will receive a reply within 24 hours during weekdays. If you log your return on a weekend this may not be until the Monday. 
  • Once we receive your request to return an item we will approve this please do not send the item back until it is approved.
  • Please ensure that you follow our returns guidelines which are within 14 days from the day you receive your order for full priced items and within 7 days from the day you receive your order for sale items. 
  • We are one of the few stores that offers returns on sale items so please understand that you need to adhere to these return times as often these items are heavily discounted or your return may not be approved.
  • Once you receive approval go ahead and return your item we suggest using a trackable courier service as we can’t guarantee we will receive your return. 
  • Once your item is received we will issue you with a return credit code then its super easy just jump online and order a more suitable item or size and pop your returns code into the discount code section at checkout.  This will deduct the amount off your order so you only pay the return shipping.

Can I exchange an item?

We do not offer a traditional exchange but its pretty much the same.  We do offer a store credit just follow the steps above and once we receive your items back you will receive a store credit to jump online and purchase a more suitable item.

Do you hold items?

Unfortunately as our website is live and things can sell quickly either online or in store we don’t offer holds.  We also have really heavily discounted sales so these are first in first served.  We sill still happily offer you a store credit if the item is not suitable.

I have been sent the wrong item or what I have received is not what I ordered?

Oh no!  Whilst we think we are pretty efficient and awesome we do sometimes make mistakes.  In this instance we will cover all costs to get the correct item to you so we suggest calling us first rather than emailing so we can sort for you urgently but if you prefer you can email us and we will ensure we look after you.

Do you offer refunds?

Sorry no we do not offer refunds, however we do follow the Consumers Guarantees Act and we are happy to offer you a credit if the item is not suitable.  That also includes sale items but just be sure to follow our return timeframes.

I have received a faulty item?

We follow the Consumers Guarantees Act so don’t worry we will do our best to try and sort for you if the item is deemed as faulty.  In the first instance we suggest emailing us so we can advise what to do.  You may in the first instance need to pay to return the item to us if you are not in Auckland however if the item is deemed as faulty once we fully investigate we will cover a return courier cost of these faulty items.

I have ordered a pre sale item when will I receive this?

When you order a pre sale item there will be an estimated delivery time of when this will arrive.  We do our best to work with our suppliers to ensure we provide an accurate arrival date.  Just remember sometimes these arrivals can be out of our control but we promise to advise you if there is a delay on your item.

I would like my item gift wrapped?

Just give us a call after you have ordered and we can arrange these for you at no extra charge.

I would like to purchase a gift voucher?

We still offer good old fashioned in store gift vouchers but you can also purchase an online gift card.  Once you purchase a gift card either yourself or the person you are buying for will receive a code with a credit amount.  The code simply gets put in the discount code section at checkout and it will deduct the amount off the order.  In store gift vouchers are in store only and online gift cards are online only.  However if you email us or pop in store during weekdays we can do our best to try and sort this for you.