We love questions.... or comments, or even compliments! If we haven't answered your question below, please feel free to email us or give our friendly team a call on 02108761186. We will endeavour to get back to you within the day.
How long will it take to get a response to my email enquiry?
We aim to reply within 24 hours.
How can I track the status of my order?
You can check the status of your current order by logging in and clicking on ‘account history’ for all the details.
How long will it take to refund me once you have received my unwanted item/s?
We will process your refund with in 5 days after receiving your goods. We'll send the instruction to our banking provider or Laybuy to make this process seamless. We refund to the same platform you buy from. This can take up to five days in some cases, depending on your banking provider.
If I forget my password, how can I retrieve it?
You can reset your password easily by clicking on 'Sign In' at the top of any page and then clicking on the 'Forgotten your password?' link.
How long will it take to receive my order?
We aim to get your order out the same day it is received. However if orders are extremely high that day, it may take a day or two. Our courier company Poste Haste aims for you to receive your item/s overnight, however we suggest you allow two days. If you are a rural delivery, please allow for two more days. All parcels are track and traced. We will send you your tracking number so you will be able to log into http://www.posthaste.co.nz/ to follow its progress.
When will my account be charged for my purchase?
You will be charged for your purchase at the same time that it is purchased
Can I cancel an order?
If you place an order in error, please call us straight away. Provided we haven’t already processed and shipped it, we can stop the order in our system. If your order has been processed then you'll need to return the item. Check out our returns and exchanges section for how to do this.
I'm a first-time online shopper - is your website safe?
What methods of payment are accepted?
The payment options available are Visa, MasterCard, Paypal and Laybuy and Genoapay
Can I return an online purchase to your retail store in Bush Inn or Prebbleton?
We are sorry but it isn’t possible to return or exchange items bought online at our stores. This is to safeguard your return. All items bought online need to follow the online returns and exchanges process. The store has a separate stock allocation.
What should I do if my item is faulty?
Simple. We can either repair, exchange or credit your item. You are covered by the Consumer Guarantees Act. However the supplier has the right to view the product and then make a decision. Their decision is final as to faulty or wear and tear. Any claims on wear and tear are not valid over 30 days .
Can I return a sale or reduced item?
Sorry, we can't credit a sale or promo reduced item/s, however we will stand by our responsibilities under the Consumer Guarantees Act.
I want to order a pre order and a current in stock item in the same order. When will they be sent?
Your items will be all sent together when the pre order arrives. To prevent this happening you need to make two separate orders. It is always a good ideal to email firstname.lastname@example.org to see if we can help out