Order Issues & Tracking

You will receive regular delivery updates and can track your order via the courier website.

TRACKING NUMBER
If you haven't received a tracking number, it would indicate our Team are still busy packing your order.

You'll receive an email with your tracking number once your order has been packed, we recommend checking your spam and junk folders for this.

Tracking numbers are also available by logging in to your online Account, under My Orders.

Rest assured, if you checked out as a guest you can retrospectively create an account with the email address used, and your purchase history will be visible to you there.

TRACKING YOUR ORDER
Once your order has been collected from us, you'll receive an email from our courier with a tracking link, and regular email updates.

You can also input your tracking number on the NZ Post website, to view the status of your order at any time.

AUSTRALIAN WAREHOUSE DISPATCH
As a last resort, where any items on your order are no longer available in New Zealand, we will dispatch from our Australian warehouse to avoid any disappointment. Please be assured this service is offered with no additional shipping charges, and orders are typically delivered within 10 business days.

Items being dispatched from Australia are identifiable by a tracking number commencing "ACG", and can be tracked on the Omni Parcel website.

Once your order is in the local NZ network, you will receive regular tracking updates.

If you haven't received an email order confirmation, your orders can be viewed in My Account.

ORDER CONFIRMATION
You should receive an order confirmation within 24 hours of successfully placing an order, this is sent to the email address used during checkout. Please remember to check your spam and junk folders.

If there are any errors in the email address provided at checkout, your order confirmation may not be delivered or may be sent to a different email address.

MY ACCOUNT
You can view your successful orders by logging into your online account and navigating to My Orders.

If you checked out as a guest, don't worry. You can create an account retroactively using the same email address, and your purchase history will be available there.

If you have received a pair that does not match or do not look brand new please get in touch.

VISIT US IN STORE
For the quickest resolution, you are welcome to visit us in store. Where our Team will be able to provide a refund or exchange, pending stock availability.

In order to assist you, they will require your Order Number, and proof of purchase.

RETURN BY POST
Conscious of convenience, our Team can provide you with a free postage label to get any incorrect or damaged items back to us and refunded. Please reach out to us when you're ready.

The Team will just require your Order Number, and some clear photos of the item.

Thanks for being honest! We can get that sorted.

RETURN BY POST
Conscious of convenience, our Team can provide you with a free postage label to get the item back to us, just reach out to us when you're ready.

RETURN IN STORE
You can visit any store location convenient to you, where our Team can take the extra item off your hands.

On occasion we will ship from multiple warehouses which will result in multiple deliveries.

SPLIT DELIVERY
If you've ordered more than one item, logistical reasons or stock availability may require it to be dispatched from different warehouses.

If your order has been split into multiple deliveries, you will receive a separate tracking email for each parcel.

AUSTRALIAN WAREHOUSE DISPATCH
As a last resort, where any items on your order are no longer available in New Zealand, we will dispatch from our Australian warehouse to avoid any disappointment. Please be assured this service is offered with no additional shipping charges, and orders are typically delivered within 10 business days.

Items being dispatched from Australia are identifiable by a tracking number commencing "ACG", and can be tracked on the Omni Parcel website.

Once your order is in the local NZ network, you will receive regular tracking updates.

There are many reasons why this could be the case, we would recommend checking your courier tracking link.

COLLECTION FROM POST OFFICE
Where Authority to Leave (ATL) was not selected, or, if ATL was selected but a safe place to leave the order could not be identified, the order will typically be taken to a Post Office nearby. 

To confirm that has occurred, you can review your order tracking link for recent updates.

LEFT IN A SAFE PLACE
Where Authority to Leave (ATL) is given, the courier will not require a signature for delivery, and will leave the order in a safe place. 

If you maintained the ATL selection at check out, we recommend carefully checking your property for the order.

If your order is undeliverable, you will be refunded via your original payment method.

It is important that orders are delivered with care and arrive in good condition, where that is not possible the order will be returned to us, and a refund is issued.

A parcel could be returned to us in instances such as:

DELIVERY ADDRESS
Where a delivery address is incomplete, the address is unlocatable, or there is an external factor preventing delivery.

REQUIRED SIGNATURE
Where Authority to Leave was not selected at cart, and a signatory was not available at the time of delivery.

SAFE PLACE TO LEAVE
Where Authority to Leave has been selected, but a safe place to leave the parcel could not be identified.

PARCEL CONDITION
Where the parcel has become damaged during transit.