FAQs

Shopping Reminder

Membership Registration

Click on the user icon at the top right hand corner of homepage for free membership registration. A verification email would be sent to you after registration is completed.

Shopping Process

After logged in, add goods into the shopping cart, proceed to checkout and input personal details for delivery.

About Payment

Payment Method

Stripe: VISA, Master, American Express are available. Stripe is one of the online payment methods letting buyers and sellers make deals through the Internet. There are over 250 million Stripe users from 47+ countries and regions. Stripe benefits users fast, safe and easy way to transact, especially it guarantees the security of the information of card users and their financial data that is safe from disclosing to others. Customers would receive a confirmation email within 1 hour after confirmation of an order. If a confirmation email is not received, please contact our customer service team by sending email to [email protected] to check the status of the order.

Security

Stripe uses SSL encryption and advanced encryption techniques to work with the payments and secure all credit card information, all information you submitted would not be stored onto our servers.

Currency Calculation

All payment amounts would be calculated in New Zealand Dollars (NZD).

When the Promotion Codes Cannot be Applied

Please check either in the shopping cart or the checkout page to see if the redeem code is correctly entered.

Order Cancellation

If there is any error or changes to the personal details of the order, please contact our customer service team by sending email to [email protected] . Orders cannot be cancelled once confirmed. Our office hour is at 09:00 am to 05:00 pm from Monday to Friday (except public holidays).

Delivery Service

Charge and Time

Free delivery service would be offered for purchases up to NZD60 or above.  For purchases less than NZD60, a delivery and handling charge would be incurred. Shipping cost and handling charge will be calculated after check out. You will receive a follow-up email after order confirmation. Please check your email. Your order would be delivered to your address around 7-10 working days after order confirmation. (Delivery may be delayed during Christmas and New Year due to high demand.)

Merging Orders

For customers submitting 2 or more orders and providing the same delivery address and contact number at the same time, the orders may be merged and delivery would be made at the same time.

Delivery Failure

Delivery failure would happen due to incorrect delivery address, absence of recipient at the time of delivery or order not being picked up. Upon notification from our logistics department, customers would be contacted and informed of such failure. Should another delivery is requested, an extra delivery charge would be imposed.

Out of stock

We would try our best to ensure the supply of goods. If out of stock situation on a particular item or items occurs after order is placed, customers would be contacted and delivery of the order would be made immediately as soon as the item or items become available.

Refund Policy

Refund Method

All orders are not refundable. Exchange of goods is only available due to product damage during the course of delivery.

Exchange of Goods

We provide exchange of goods service. Customers may request an exchange of goods within 14 days upon order receipt. Before returning the goods, customers please send photo of the goods together with the order tracking code to [email protected]. An exchange confirmation email would be sent to the customer upon our receipt of the exchange request. Customers could then arrange return of the goods by freight collect and we would arrange replacement of the goods accordingly.  Goods sent back for exchange would be examined. If photo of the goods is not submitted before the return, goods may not be exchanged.