Frequently Asked Questions
How do I add an item to my cart?
Can I still earn points if I am not registered?
In order to earn points you must register on the website. It is easy to register, just enter your email and create a password. Once you have registered you will start accumulating points for each product you purchase, so make sure you login each time you would like to make a purchase. You will earn 50 rewards points just from registering!
When will my reward points be available to use?
Once you have registered and made enough purchases to accumulate 150 rewards points you will receive a $10 voucher! Each point you earn is equivalent to each dollar you spend, so if you buy a product worth $35 you will receive 35 reward points. You can check you reward points balance through the My Account tab.
Will my unused reward points expire?
Yes, you will have 12 months to use any reward points you have accumulated towards a voucher. The 12 month expiration date will begin from the time of each product purchase through the website.
Where can I access my reward points balance?
You can access your reward points balance through the “My Account” tab, located above “Cart” on our website, you can also view the expiry date of your reward points here.
Will I earn points for placing reviews?
Yes! For each product review you complete you will earn 10 reward points. Reviews will not be processed if they are inappropriate or contain swearing, so make sure it is relevant and appropriate. You are only able to review products that you have physically purchased through the website and you may only place one review per product.
How do I redeem my points at checkout?
Once you have accumulated at least 150 rewards point from previous purchases you may then use your points to receive your $10 voucher for each 150 points earned. Points may only be redeemed once they have been earned after a purchase has been processed, you cannot redeem points earned in your cart prior to purchase.
Is there a limit for how many points I can earn?
You will not stop earning points on product purchases, there is only a limit on how many points you can receive through reviews, as you can only complete a review of a product you have purchased once.
Find more information on our Rewards Programme here
What payment methods are available?
You may process a payment through Direct Bank Transfer (New Zealand only), PayPal, or Credit Card using Pay station Payment Gateway.
When will I receive my order?
Orders made before 1pm on a business day (Monday-Friday) are very likely to be dispatched on that very day, if you process an order after 1pm we will have it dispatched by the following day. Any orders placed on public holidays or weekends will be dispatched on the following business day. All New Zealand and Australian customers will receive a tracking number to keep up to date with delivery status, which will be sent through email.
New Zealand orders estimated delivery time: 1-3 days
Australian orders estimated delivery time: 5-13 days
Other countries estimated delivery time: 10-15 days
Can I cancel my order?
We can cancel and refund a submitted order for you as long as it has not been shipped. Please contact us as soon as possible to prevent the shipping of your order. The purchase balance for the cancelled order will be refunded to the same payment method used to place your order. If you have paid with Internet Banking please provide us with your bank account details so the funds can be refunded back to your account.
How much does shipping cost?
1-3 units = NZD 6.50
4-5 units = NZD 8.50
6-8 units = NZD 10.00
9-12 units = NZD 13.00
13-15 units = NZD 20.00
16-20 units = NZD 30.00
Thereafter please contact us directly for a delivery quote price
Please note: There is a $5 rural delivery charge
Delivery cost calculates automatically as you input your order and provide your delivery address. You can choose from International ePost, Courier or Express Courier options.
Delivery cost calculates automatically as you input your order and provide your delivery address. You can choose from International ePost (non tracked), Courier (tracked) or Express Courier (tracked)options.
Find more on Delivery Information here
What is your returns policy?
If your product is not correct or has any defects please contact us within 14 days of receiving your order via phone: +647 838 9004 or email: firstname.lastname@example.org
The order must be in its original condition (unused and unopened)
All packaging including cellophane wrapping, manufactures security seals and tamper resistant seals must be intact
The product must be presented with proof of purchase such as invoice or payment receipt
How do I process a return?
– Contact us via phone or email.
– Detail the items you wish to return and tell us the reason for the return. Please provide your order number or tracking number.
– Once your request has been authorised we will ask you to ship the product back to us. (No products will be accepted for return without prior authorisation).
– Please pack your parcel with care, so that products are not damaged in transit. We will not be able to accept products that have been damaged as a result of the return trip. (Please enclose the original invoice or write your name and order number on the outside of the parcel).
– Consider using a carrier that offers both traceability and insurance.
25 Joffre Street, Frankton
What is your refund policy?
Refund will be processed within 5 (five) working days of being approved.
Please note: Sale items or Gift cards/vouchers cannot be refunded.
Once your return is received and inspected, we will send you a notification via email. We will refund the purchase price of a returned product as well as the cost of standard or recorded postage incurred returning a product, if incorrectly sent by us or where the product has been returned due to a defect.
We will not issue refunds for any items lost or stolen in transit to us. Where a return is lost or stolen in transit to us, you should claim compensation from the company that shipped the return.
Any refunds will be made in the original method of payment within a certain amount of days. If you haven’t received a refund yet, first check your bank account again or contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at email@example.com
Read more on our Returns Policy here