Frequently Asked Questions (FAQs)
Orders & Shipping
Q: How long does shipping take?
A:
- New Zealand: 2–5 business days
- Australia: 5–10 business days
- Rest of World: 7–15 business days
Q: Can I change my order after purchase?
A: Contact us immediately via your account dashboard. Changes are only possible if your order hasn’t shipped.
Q: Do you offer express shipping?
A: Yes, select Express Delivery at checkout for faster processing (+$12 NZD).
Returns & Refunds
Q: What is your return policy?
A:
- 30-day returns for unused items in original packaging
- Refunds processed within 5 business days
- Original shipping fees are non-refundable
Q: How do I start a return?
A:
- Log in to your account
- Select “Request Return”
- Follow the instructions
Q: Are sale items returnable?
A: Yes, but only for store credit unless defective.
Products & Safety
Q: Are your products safety-tested?
A: All products meet New Zealand/Australian safety standards.
Q: Where can I find product manuals?
A: Download them from the product page under “Resources.”
Payments & Discounts
Q: What payment methods do you accept?
A:
- Credit/Debit Cards
- Afterpay
- Bank Transfer
Q: Can I use multiple discount codes?
A: No, only one promo code per order.
Account & Support
Q: How do I reset my password?
A: Click “Forgot Password” on the login page.
Q: How do I contact customer service?
A: Use the Help Center in your account for faster responses.