We know that your orders are important to us and because of the COVID-19 we are experiencing delays. Please see our FAQs below for common questions related to your online orders. If you need further assistance, please give us a call or email us and we will get back to you as soon as possible.
1. Is the online store still open?
Yes, we are still open and will process orders as usual.
2. I have not received my parcel and I ordered it last night.
While we do know that we do offer overnight shipping, please note that this is targeted and not guaranteed. All orders will be shipped as soon as possible but please expect delays due to the increased volume of orders we are receiving caused by COVID-19.
3. Where is my order being shipped from?
All orders are being shipped locally from NZ. Regardless if you are ordering from our Australia or NZ website, we are shipping from NZ.
4. I want to make changes to my order.
While generally we are able to, due to the large number of orders being processed; We may not be able to make changes to your order. Please ensure that before ordering, your address and details are correct.
Please give us a call on 1800 746 742 or send us an email on [email protected]
It is important to include your order number and provide as many details as you can for faster handling of your enquiries. We are open from 9am - 5pm, Monday to Friday.
6. Where can I get my tracking number?
You will receive an automated email with your tracking information once your parcel has been dispatched. Please ensure to check your spam and junk folder, and the email you have provided in your order is correct.
7. My order says completed but it has not arrived?
The completed status means that we have finished packing your order. It is currently awaiting shipment.
8. My parcel shows it has been delivered but I have not received it.
Please ensure to check around the property to ensure that courier post has not left it somewhere out of sight. If you are not able to find it, please contact DHL with your tracking number.