Payment
You may pay for your order via Stripe or PayPal. Both options allow you to pay with your credit card or debit card, but do so in different ways.
We use Stripe as one of our payment providers. They provide a modern and safe method of payment for credit cards and debit cards and the payment will be managed directly through our site.
PayPal also provides an easy and safe method of paying with your card. However, unlike Stripe, you will instead be taken offsite to the PayPal website to complete your purchase. If this gives you a greater sense of security then please feel free to choose PayPal over Stripe.
Yes, our website is secured with SSL and hosted with Kinsta (a fast, reliable and safe platform). We do not see your card details at any time – this is all handled by Stripe or Paypal.
In general, no. However, at some point, we hope to introduce Poli which will allow customers to pay using their bank account.
If you’re worried about ordering through us then we would recommend choosing to checkout using PayPal. PayPal has strong buyer protections and it is easy to file a dispute for non-delivery of goods.
Of course, you can also checkout with Stripe and if your order does not arrive then you can start a chargeback with your card company. It’s a bit more complicated to file a dispute with your card company though (hence why we recommend PayPal).
Both of these options should not be required as we will ensure that your order is delivered safely. If for some reason your order is not delivered or is damaged in transit then we will replace the order or refund you in full.
Yes, if your order has not been shipped then we can refund you immediately. There is no restocking fee.
If your order has been shipped but not delivered then we can have it redirected back to us. In this case, we would refund you in full minus postage. This is because we cannot get the postage fee back from the courier company.
If your order has been delivered then please see the returns and warranty page for more details. In short, it is possible to return for a refund.
Delivery
Delivery usually takes 2 – 3 working days within New Zealand. We ship from Christchurch daily (Monday to Friday) and any orders placed before midday will be shipped on the same day. If your address is rural, then delivery may take longer.
We use a flat rate fee of $6 no matter the size of the order.
We use either Courierpost or NZ Post for deliveries within New Zealand, both of which offer track and trace.
Yes, all orders are sent with tracking so that you can keep an eye on your order. These tracking details are automatically sent to you once your order has been shipped.
We understand that some customers may not want what they’ve ordered to be known by their courier, flatmates, or family members etc. Therefore, we send all of our orders with discreet packaging – no visible packing slip and no return address. Of course, a packing slip is provided to you and we can also forward our address to you should you need to return anything.
Please email us via the Contact Us page and we will organise a replacement or refund for you.
Most likely it is only due to a courier delay. Most orders are delivered within 2 days, however, a small percentage can take longer. We’ve even had orders disappear for a fortnight before turning up!
Please feel free to email us for an update though. We can also call the courier company on your behalf.
No, we only ship via Courierpost (or NZ Post). We don’t use other courier companies because they generally provide a worse service and we don’t have accounts with them.