Payment Questions
General Questions Relating to Payment and Service
What are the delivery times in New Zealand?
All orders will be dispatched with 24 hours of receipt. Our office hours are Monday to Friday 8.30am to 5pm. The cut off time for same day dispatch is 1pm. Orders received after 1pm on Friday will be dispatched on the Monday following.
How much is shipping and what are the timings?
The order form will automatically calculate this for you as you select the items you want. This cost will vary according to weight of the parcel and where the items are being sent. Select what you require and go to checkout.
International Air provides delivery in approximately 3-10 days around the world. Target delivery days are for major cities and exclude weekends and public holidays.
Air Economy takes 10 to 25 working days. Target delivery days are for major cities and exclude weekends and public holidays. Delivery to other areas or where your item is dutiable or is held in customs may take a little longer.
The delivery times given are approximate and delays can sometimes occur. You will receive a receipt email as soon as your order is placed. On working days Monday to Friday we will dispatch within 24 hours. Orders placed on a Friday will be dispatched on Monday morning.
What currency can I pay in?
All prices are quoted in New Zealand Dollars, at any point you can press the conversion calculator to see what this equates to in your local currency.
I don't have a credit card - how can I pay?
You can also pay by International Bank Draft, International Money Order or Bank Cheque NOT personal cheque. The system will advise you of the order total and the option to select payment by post. On receipt we will email back confirmation and send your goods.
Can I post or fax you my credit card details?
Yes you can but only for VISA, MASTERCARD or AMERICAN EXPRESS credit cards. This option is available in the payment area of the shop during the checkout process.
Is your site secure/safe?
YES. Our checkout pages use Thawte SSL Web Server Certificates to offer secure communications by encrypting all data to and from the order forms. This site has security measures in place to protect the loss, misuse, and alteration of the information under our control. All personal information used within the shop are secure. Financial information that is collected is used to bill the user for products and services and then deleted from the secure servers locked database. No financial information is stored on the web site server. SSL protects all communications, credit card orders and protects sensitive personal information.
What happens once my order is placed?
An automatic email is sent to you with the order details. We reserve the right to not supply goods for any reason and return payment. On some occasions, we are required by the card issuer to perform additional security checks on the payment card, which can delay the order until the card has been authorised. All international orders are tax and duty free. You may have to pay tax, duty and/or clearance fee within your own country.
The importer is ultimately responsible for paying any tax, duty and/or clearance fee owed on an import. We can not tell you if you will pay tax, duty and/or clearance fee as this is not up to us but the destination country customs department.
Delivery
All items shipped by us come with free shipping insurance. However to help receive your parcels please have your street number clearly marked outside your address for the postman/courier driver. If your item has not arrived in the stated time please contact our customer services team so we may investigate the order status.
Return of goods
If any products are faulty, incorrect or damaged in transit to you, you must immediately contact our customer service team after delivery. In most cases return of the damaged product is not necessary. We will not reimburse the cost of shipping items back to us unless we have instructed you to do this. We reserve the right to replace at our cost, or refund the cost, of the damaged or faulty goods. If you feel you wish to return the goods for any other reason for a refund, with return postage paid by you, please return to our New Zealand office.
Complaints
We aim to provide outstanding customer service. If you have any complaint about the service you have received from us, please contact our customer services team. Please note that some of our processes are manual and errors can arise. We carry out frequent checks to detect any errors. If they do occur, we will act immediately to minimise inconvenience and disappointment that may be caused.
Jurisdiction
This website and shop is governed by, and is to be interpreted in accordance with the laws of New Zealand.