Frequently Asked Questions
Q: Can I pick up my order from your premises?
A: Sorry, no. We are purely an online business and pickup is not available at the moment.
Q: What is the best way to contact you?
A: If you are unable to find the answers to your questions below, please email us via contact form and we will reply within 1 working day.
Q: How long is the order handling time?
A: Order handling time could be up to 2 working days ( except for weekends & public holidays) once payment is cleared.
Q: Which courier/shipping service do you use?
A: For orders within New Zealand - We use Courierpost or occasionally PBT couriers.
Q: What is the delivery time for orders within NZ?
A: It depends where the item is shipped from as stated in the product page.
For products sent from Auckland is normally overnight in Auckland area, and an extra day to reach other areas in the North Island. It takes 2 - 3 working day to arrive in the South Island and longer to a rural address.
For items shipped from overseas usually arrive in around 7-10 working days. It will be delivered by Courierpost once landing in NZ.
Q: Why my order has been sent separately?
A: If a order containing items in different locations, we will split the order and send those products separately and the buyer will be updated with two or more tracking numbers.
Q: Can you send an order to a PO box?
A: Yes. your order will be sent by Courierpost then.
Q: What types of payment do you accept?
A: We accept credit cards via PayPal including Visa card, Master card, and American Express. No PayPal account is required.
Q: Can I pay by bank transfer into your bank account?
A: Sorry, we don't have this option for bank transfer payment.
Q: How safe are credit card payments over the internet?
A: Very safe. We accept credit card via Shopify Payment and PayPal, which are fully audited and accredited payment providers. We don't actually store your card at all - the transaction itself is encrypted and completed on their servers.
Q: When do credit card payments get processed?
A: As soon as you submit your order online.
Q: What if the items arrive in a damaged condition or an incorrect item is received?
A: Please email us immediately with a picture of the damaged or incorrect product. If the product is damaged in transit we will arrange a replacement. If you receive wrong products than what you ordered, we will reimburse the postage for you to return the goods sent in error and we will post you out a replacement. For more details, please read our Return & Refund Policy.
Q: Who pays the shipping cost of returning a product?
A: If you received the wrong product and it was an error we made we will reimburse you for the shipping cost of returning it. If however, you wish to return an item for a refund, you must pay the shipping cost.