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Get In Touch

0800 732 351

Calling Hours

Mon - Fri: 8.00am - 6.00pm
Sat - Sun: 9:00am - 4:30pm


Click here to email us

GET IN TOUCH

0800 732 351

Calling Hours

Mon - Fri: 8.00am - 6.00pm
Sat - Sun: 9:00am - 4:30pm


Click here to email us

Frequently Asked Questions

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Standard Delivery*

Cost: $6
Delivery within 3-5 business days
(+ 2 extra business days for rural delivery)

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Oversized Delivery

Cost: $75
Delivery within 3-7 business days
(+ 2 extra business days for rural delivery)

*excludes delivery to the outer islands - (Chatham Islands, Steward Island, Kawau Island, Waiheke Island, Matakana Island, Great Barrier Island & d’Urville Island) which will incur additional costs. Unfortunately, we do not delivery to PO Boxes.

Order Tracking and Assistance

Your tracking number will be provided to you once your order has been picked and packed. This will also provide details on how you can track your order.

 

Our standard delivery time frame is 3-5 business days.

Delivery within 3-5 business days - Standard Orders
(+ 2 extra business days for rural delivery)

 

Delivery within 10-15 business days - Large or Oversize Orders
(+ 2 extra business days for rural delivery)

 

*excludes delivery to the outer islands - (Chatham Islands, Stewart Island, Kawau Island, Waiheke Island, Matakana Island, Great Barrier Island & d’Urville Island) which will incur additional costs.

 

Unfortunately, we do not delivery to PO Boxes.

If you are unable to track your order, this is sometimes due to the type of items purchased. Standard delivery is with our delivery partner Aramex. Large delivery and over-sized items are sent with our delivery partner TOLL.

 

Standard Delivery & Rural

Your order can be tracked using www.aramex.co.nz

 

Large Delivery or Over-sized Items

All large delivery and oversized items can be tracked at http://fasttracker-nz.tollgroup.com

 

If you are still unable to track your order using these links then please let us know.

You can track your order progress from your Customer Account, or by using the tracking details supplied in your dispatch email. If you have not received your tracking details yet, these will be sent after the item has been picked and packed. Items can take 3-5 working days to be delivered (10-15 for large items).

 

Standard Delivery & Rural

Your order can be tracked using www.aramex.co.nz

 

Large Delivery or Over-sized Items

All large delivery and oversized items can be tracked at http://fasttracker-nz.tollgroup.com

 

If you are still unable to track your order using these links then please let us know.

You may have entered an incorrect email address when placing the order. If you are unable to see this order in your account then please get in contact with us and we will locate it for you.

There are a few reasons for this, our couriers may have done a really good job at storing your parcel safely on the property. Have a good look around if you did not leave specific delivery instructions.

 

If you still can't find it, get in touch with our Customer Services team and we will look into it for you.

You can request that a signature is required upon delivery by adding this into the Delivery Instructions section, when placing your order. If you have just placed your order, you can contact us here to add these instructions in.

 

All gift vouchers require signature on delivery and will not be left without.

We are unable to ship orders internationally, our services and products can be delivered to anywhere in New Zealand. If you would like to ship something internationally, this will need to be organised on your end.

Yes you can and the sooner the better. Once your order has left our us it will be more difficult to change the address and there is a possibility it will get delivered before the change can be made. To change your delivery address, please contact our Customer Service team.

Unfortunately, our stores are not authorized to process payment over the phone. Therefore, payments will need to be done physically in-store.

Unfortunately we cannot guarantee this, you may be able to place a hold via our delivery partners directly.

 

Our standard delivery time frame is 3-5 business days (3-7 for large items). If you live rural this may extend the time frame for delivery.

We try and fulfill your order at your local store however sometimes they may not have all the items you're after. In order to give you full access to the range we may source your items from another store or multiple stores.

Unfortunately we're unable to change an email address. If you would like a replacement confirmation, get in touch with us and we can re-send this for you.

Tax invoices can be located in your customer account.

 

Please log in and select: Order History> Order Details > Download invoice (or) if the order is placed as a guest then please get in touch with us and we can provide this for you.

Our Tax Invoices are generated once the order is ready for dispatch.

 

Please log in and select: Order History> Order Details > Download invoice (or) if the order is placed as a guest then please get in touch with us and we can provide this for you.

Unfortunately, we cannot change orders that have been processed for delivery to Click and Collect. Depending on the order progress we can cancel the order so that you may place a new order online for Click & Collect instead.  If the parcel is in transit we may not be able to cancel and refund this in time.

Once the order is placed we are unable to make changes to the items in the order. Please contact our Customer Service Team and they can cancel the item(s) for a refund. Please note that a new order will need to be placed with correction.

 

If the order has already been sent, you may need to follow the returns/exchanges process.

Yes, you may cancel your order or part of your order any time prior to it being collected by the courier, please contact our Customer Service team to do so.

 

However, once it has left us with the courier it will need to be treated as a return – please visit our 'Returns' section for further details.

Please contact the customer services team as soon as possible. We will make all efforts to have this re-directed or returned to sender.

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