Frequently Asked Questions
HOW DO I ORDER ONLINE?
Once you have found all the items you wish to purchase and added them all to your cart, click ‘CHECKOUT’ in the top right hand corner when you’re ready to finalise your purchase.
At this point that you can either:
- login for a faster checkout process if you’re an existing member, or
- complete the purchase and become a member by clicking the ‘Create an Account’ checkbox on the checkout page (which means next time you can just login and not have to fill out your details), or
- complete the purchase as a guest
Please note you will need your credit card or PayPal details and your billing address to finalise your purchase. If you have any questions at all feel free to contact our Customer Service team via LIVE chat or by calling 0800 421 926 during the hours of 10.00am – 6.00pm (NZST) on business working days.
CAN I CHANGE/CANCEL MY ORDER?
Absolutely! Up until the moment your order has been shipped. Our orders are processed and shipped fast, so contact our Customer Service team straight away and we’ll do our best to stop the order going out. If your order has been sent to you and you need to return it, check out our Easy Returns & Exchanges Policy.
WHAT DO I DO IF THE ITEM I AM LOOKING FOR IS NO LONGER AVAILABLE FOR PURCHASE ONLINE?
Unfortunately some items do sell out quickly, especially when part of an exclusive range, so if you’ve seen something you absolutely must have - be sure to snap it up! However, if the item you are after is now sold out, contact our Customer Service Team and they will be more than happy to try and help locate one either in our warehouses or in one of our stores, or find another similar product for you.
CAN I TALK TO SOMEONE?
Sure can - If you have a question or problem, you can call our Customer Service Team on 0800 421 926 during the hours of 10.00am – 6.00pm (NZST) on business working days. You can even chat with us LIVE online via our Contact Us Page, just click ‘LIVE CHAT’ chat – real time!
WHAT ARE YOUR FULL TERMS AND CONDITIONS?
WHAT CURRENCY ARE PRODUCTS DISPLAYED IN?
All prices are shown in New Zealand Dollars.
DO YOU HAVE A SIZE GUIDE?
Yes we do - All sizes are displayed in the ‘Sizing guide’ tab for each individual product. For more information on sizing check out our Size Charts.
Shipping & Delivery
WHICH COUNTRIES DO YOU SHIP TO?
Currently we ship to addresses within New Zealand.
HOW MUCH WILL SHIPPING COST?
We offer FREE Standard Shipping delivery for all orders over NZD 50 as well as Express Shipping at a minimal fee. Orders under those limits will incur shipping charges as per below.
|New Zealand Standard Delivery||NZD 9.95||5 - 7 Business Days|
|New Zealand Express Delivery||NZD 14.95||2 - 3 Business Days|
For fragile, bulky, or heavy items, shipping prices and times may differ. In these circumstances our customer service team will contact you prior to your order being dispatched advising you of the delivery price.
Orders shipped may be subject to customs import duties and/or taxes based on the destination country. If assessed, customs fees are the responsibility of the customer.
HOW LONG WILL IT TAKE FOR MY ORDER TO ARRIVE?
You will receive email notification confirming when your order is dispatched. In most cases this means 5 - 7 business days for Standard Delivery and 2 - 3 business days for Express Delivery. More remote areas may take an additional few days to arrive. For fragile, bulky, or heavy items or items shipped to remote locations, shipping prices and times may differ.
WHAT HAPPENS IF I’M NOT HOME WHEN MY PACKAGE ARRIVES?
If no one is available to sign for the goods, the parcel will be delivered to your local post office for pick up. We recommend sending to an address where there is someone in attendance during business hours – that way you’re sure to get them as soon as possible and you won’t need to do any of the running around!
IF THERE IS A PROBLEM WITH MY ORDER WHO CAN I CONTACT?
If you have any issues with your order, no matter if its large or small, please contact our Customer Service team on 0800 421 926 during the hours of 10.00am to 6.00pm (NZST) on business working days, or go to our Contact Us page which has all the contact details you may need.
WHAT IF I DON’T RECEIVE MY ORDER IN THAT TIME FRAME?
Don’t panic. You can keep track of your order at all times in the My Account section of the site by clicking on the Tracking Number. If your order has not arrived within a few days, or there seems to be an issue with your Tracking Number please contact our Customer Service team and we’ll follow it up for you.
DO YOU DELIVER TO PO BOXES?
Yes we do!
Returns & Exchanges
CAN I GET A REFUND?
We want to ensure you are completely happy with your purchase and we understand that sometimes it's difficult to choose the right size online. So we’re only too happy to offer our 100 day refund policy on all full-priced products and 30 day refund policy on sale products.
You can return in-store, email firstname.lastname@example.org or contact us on 0800 421 926 and our friendly service staff will make things right!
For more information on returns please visit our Returns page.
WHAT CAN I USE AS A PROOF OF PURCHASE?
The Tax Invoice received with your goods is the ideal Proof of Purchase however in the event that you have misplaced this Tax Invoice, a copy of your Tax invoice can be emailed to you again from the My Account section of the website or by contacting our Customer Service team.
WHAT CAN I DO IF MY PURCHASE IS FAULTY?
In the unlikely event that your purchase is faulty you can arrange to return it to our Online Store via mail by emailing our Customer Service team for a Return Authorisation (RA) Number. Either way, you can get a full refund or exchange for your purchase. Just let us know what you’d prefer.
WHAT ARE MY PAYMENT OPTIONS?
We accept payment via VISA, MasterCard and American Express Credit Cards. We also accept EGift Cards and payments made via your PayPal account.
HOW SECURE IS MY CREDIT CARD AND PERSONAL INFORMATION?
We are strongly committed to protecting your privacy and providing a safe and secure online experience for all users and subscribers while offering the highest quality user experience to them. We have taken measures to ensure that your credit card and personal details are kept safe at all times.
Pages that require your personal information or payment details to be entered are secure, using High Grade 256 bit encryption. There will be a padlock icon in your browser which verifies the authenticity and validity of our website security. If you’re unsure, double check the padlock icon is visible in your browser window.
DO PRICES INCLUDE GST?
Yes - all prices are displayed in New Zealand Dollars, including GST.
HOW DO I KNOW IF MY ORDER HAS BEEN SUCCESSFULLY PROCESSED?
When you place an order with us, you will receive an Order Confirmation – this will be sent to the email address used to log in or the email address provided when checking out.
The Order Confirmation will include an individual Order Number and details of your order. If you notice a discrepancy on your Order Confirmation please notify us at Online Sales to ensure corrections can be made. Please reference the Individual Order Number in the subject line of your email.
WHEN WILL MY ORDER BE SHIPPED - AND HOW WILL I KNOW?
Orders placed before 5pm (NZST) Monday – Friday (excluding public holidays) will be shipped on the same day. All orders received after 5pm (NZST) will be shipped the following business day. You will receive a shipping confirmation email when the order has been successfully dispatched from our warehouse, advising you of a Tracking Number that can be used to follow the progress of your order.
WHAT SORT OF WARRANTY DO I GET ON YOUR TECHNICAL PRODUCT?
We offer specific warranty terms on all of our technical product including eyewear, watches and wetsuits. For more information contact our Customer Service team.