FAQs

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 021395512. 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, but ideally you will hear from us within five 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 immediately after receiving your goods. We'll send the instruction to our banking provider to remove the money from our account and return it to yours. 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?

If orders are received by 1pm NZT, we aim to send out the next morning at 11am. 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 as we confirm your item/s  availablility. 


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.


How do I exchange an item?

As soon as you realise that you would like to exchange your size/item, email us or call us to advise us of your request. This gives us the opportunity to reserve your items for you.


I'm a first-time online shopper - is your website safe?

We understand that you are concerned about website safety and credit card safety and we want you to feel safe buying online with us. Please read our privacy policy. We hope this gives you peace of mind that your online shopping with us is both safe and secure.


What methods of payment are accepted?

The payment options available are Visa, MasterCard and internet banking.


Can I return an online purchase to your retail store in Bush Inn?

We are sorry but it isn’t possible to return or exchange items bought online at our store in Bush Inn. 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. Call us and we will arrange to reimburse your bank account for the cost of the return courier. We can either exchange or credit your item. You are covered by the Consumer Guaratees Act.


How do I return an item that doesn't fit or that I've changed my mind about?

We understand that sometimes clothing bought online just doesn’t quite look like we envisage. We are happy to exchange your item or refund your money should this be the case. Make sure all tags are still on and the item hasn’t been worn. Return the item/s to us in a track and traceable bag, to our returns address and we will process your exchange or refund as soon as we receive it. We will happily refund your product however the return postage is not covered.


Can I return a sale item?

Sorry, we can't credit a sale item, however we will stand by our responsibilities under the Consumer Guarantees Act.