Who do we use for deliveries?
For NZ orders we either track and send our parcels with Fastway couriers, or for smaller items sent to a rural address, they may be sent via NZ Post. For Australian orders, they are sent via NZ/Australian Post - note these are not tracked and sent at the purchasers risk.
How much does freight cost?
New Zealand - FREE for all orders over $75. Orders under $75 will be charged at $5.99 to urban addresses or $11.99 for Rural Delivery. If you select delivery to an urban address but are located rurally, we will contact you for additional payment prior to dispatch of your order.
Australia - $10 flat rate for smaller items such as clothing/footwear etc. Note, deliveries are sent via NZ/AUS Post and are not tracked and sent at the purchasers risk. For larger items, we will contact you with postage costs.
How long will it take?
Pre-Orders: Pre-orders normally arrive 2-3 weeks after a pre-order has been launched. If you have 1-2 items of in stock items and a pre-order item, we will often hold the entire order until all is in stock. If you would like your in stock items sent separately please email or call us.
Nationwide: 3-5 working days. Please ensure you provide a physical address as all deliveries require a signature upon arrival. In order to avoid delivery delays please ensure someone will be at the address to sign for the parcel. Otherwise a calling card will be left with instructions on how to collect your parcel.
Rural: 4-10 working days. Please note rural deliveries may result in an extra 2 working days from the standard delivery times.
Please note that if your order is placed over the weekend or a public holiday, the dispatch process will not begin until the next working day.
Your order will be processed and shipped to you as soon as possible. Once your order has been dispatched you will received an email notification with a tracking number.
Australia: 5-10 working days. Please ensure someone will be available to collect your parcel, we recommend a work address.
An item in my order is incorrect
If you have received an incorrect item, please let us know straight away by contacting our delivery team on 0800 222 972 or by emailing firstname.lastname@example.org. They will sort it out for you as quickly as possible.
Can I arrange to collect my item instead of having them couriered?
Choose 'click and collect' and the store you wish to collect your item from, and we will contact you when item is ready to be collected.
Can I change the delivery address for an order that I have already submitted?
Yes, it is possible to change your delivery address once your order has been submitted, provided you contact us before your delivery has been dispatched.
Please send an email to our dispatch team on email@example.com with the new address, or phone 0800 222 972.
One or more items is missing from my order
Sometimes, due to circumstances beyond our control we may not be able to fully supply all items that you ordered. When this happens we will send you an email notification to let you know that there will be items missing from your order. You will not be charged for items that are not sent.
Please check your enclosed invoice - this will show all items that should have been delivered. If what you have received does not match the invoice, please contact our Deliveries team on 0800 222 972 or by emailing firstname.lastname@example.org
If for any reason you need your order quickly please email email@example.com & we will do our best to prioritise it.