I entered a wrong shipping address. What happens to my order?
Unfortunately, we are unable to make any changes to the shipping address once an order has been placed. Instead it will be returned to sender and a refund will be processed.
We strongly encourage you to check your shipping details carefully before checking out to avoid shipping address issues.
What happens if I'm not home when my order is delivered?
If no one is home to sign for your parcel, New Zealand Post will leave a card in your mailbox indicating which local Post Office your parcel has been taken to. You can then call in to book a redelivery, redirection or collection, and if done before 3pm, it will be actioned for the next working day. If done after, then this will go out the following day. You can either:
- Redeliver to the same address.
- Redirect to another address (work or residential within 75km).
- Have the item redirected to a post shop/ held at the depot for collection.
You will need to take this card and your ID to the selected post office during business hours. New Zealand Post will keep parcels for 10 working days. If no request to have the item redelivered, redirected or collected has been received, it will be sent back to the warehouse and you will be refunded (upon the warehouse confirming they have the parcel).
Please note we do not allow authority to leave parcels on doorsteps. All deliveries will need to be received by someone at the delivery address.
An item is missing from the parcel
If you realise that an item is missing after the delivery, please contact our Customer Care team immediately (in any case within 2 days following the delivery). Simply type in "Delivery Issues" in the chat and Flo, our chatbot, will be able to assist you with the matter and escalate it to our Customer Care agents should you require further assistance.
We may have missed the item from fulfilment in the first place but need to verify this, which may take some time, so we seek your patience during this time. If this is the case, we will do our best to get the item out to you or refund you.
If the item was sent, our team will start an investigation with New Zealand Post which may take some time, thus we seek your patience during this time.
We may ask you for photos of the outer box, so please do not throw it away. Should we confirm that your item was lost in transit, we will of course refund you for the missing item(s).
I've received something other than what I ordered / I've received someone else's order! What now?
In rare cases, it might happen that an incorrect item / someone else’s order is sent out due to human error. We sincerely apologise if this has happened to you. Please contact our Customer Care team immediately to let us know about the issue or simply type in "Delivery Issues" in the chat and Flo, our chatbot, will be able to assist you with the matter and escalate it to our Customer Care agents should you require further assistance.
In order for us to assist you promptly with this issue, kindly ensure that the item meets our return policy guideline. Click here to learn more about our return policy.
We will do everything we can to resolve it as quickly as possible for you.
What should I do if my order arrives damaged?
We put great care throughout our packing process to make sure you receive your items in perfect condition. However, damage may occur while the parcel is in transit.
If you see that the outer satchel / box is damaged or has already been opened, please refuse the delivery. It will be automatically returned to the store and you will be refunded (upon the store confirming they have the parcel).
If you notice that the contents are damaged or faulty after you already accepted the delivery, please return them by filling out the return form and using the return label. Learn more about how to return your online order here.
The tracking says my order was delivered but I never received it!
Please check with the members of your household and your neighbours to see if any of them have received the parcel on your behalf. If you are still unable to locate the parcel, contact our Customer care team for assistance or simply type in "Order Status" in the chat and Flo, our chatbot, will be able to escalate your issue to our Customer Care agent should you require further assistance.
We will do everything we can to locate your order for you.
We may need further details from New Zealand Post regarding the delivery of the item which may take some time to obtain, so we seek your patience during this time.
In some circumstances you may be asked to complete a "Goods Not Received" declaration form and return this to us via email. Of course, if it is confirmed that your order was lost in transit, we will refund you in full.
My delivery is late!
We always do our best to make sure your order is with you in the shortest time possible. Occasionally, delays can happen, which are often beyond our control. In this case, we will always try to inform you beforehand via email.
Please allow 10 working days (from the date of the “Your order has been sent” email) before contacting us about the whereabouts of your order. In some cases, we may need to lodge an investigation with New Zealand Post to find out where your parcel is. The investigation with New Zealand Post takes 5 working days to be completed so we ask you to be patient during this time.
Alternatively, you can lodge a report with New Zealand post by clicking on this link:
https://www.nzpost.co.nz/contact-support/assistance/parcels
I think my parcel has been lost in transit. What now?
If you have not received your online order after 10 working days from the date of the “Your order has been sent” email, we will need to investigate the whereabouts of your order.
We may need to lodge an investigation with New Zealand Post regarding the delivery of the item. The investigation with New Zealand Post will take 5 working days to be completed so we seek your patience during this time.
Of course if it’s confirmed that your order was lost in transit, we will refund you in full.
Simply type in "Delivery Issue" in the chat and Flo, our chatbot, will be able to assist you with this matter and escalate it to our Customer Care agents for further assistance.
Alternatively, you can also raise an inquiry with NZ Post by clicking on this link: