FAQ's

 

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PAYMENT

WHAT PAYMENT METHODS DO YOU ACCEPT?

We accept credit card, including Visa, Mastercard, American Express and Apply Pay. 

All orders are charged in NZD upon checkout. All charges include GST.

DO I HAVE TO PAY DUTY CHARGES OR IMPORT TAX?

All international customers are responsible for the customs rates within their own country. We cannot mark International Orders as a gift to bypass or reduce any customs fees.

ORDERS & TRACKING STATUS

All orders are shipped via New Zealand Post. Free shipping on orders over $100 within New Zealand Australia & United Kingdom

A flat rate of $5 is charged on orders into New Zealand & Australia $99 or under. 

A flat rate of $25 is charged all International outside Australia & United Kingdom on orders under $50. All items are shipped by New Zealand Post, please allow (2-10 business days for delivery). 

HOW CAN I TRACK MY ORDER?

When your order has left us you will receive an automated e-mail with a tracking reference. Please allow a couple of hours for this to register in the system before tracking it as information will not be available immediately.

RETURNS & EXCHANGES

CAN I RETURN OR EXCHANGE AN ITEM?

We accept returns or exchanges within 10 days of your order purchase date. Goods must be in their original condition, unworn and with tags - clothing without tags will not be accepted under any circumstance.

If you would like to return an item please contact customer service at lostinnowherenz@gmail.com. In your email request please confirm your order number, the product/s you are returning and what you are returning the product/s for - an exchange (please confirm what size and product you would like it exchanged for to the same value as the returning product), online store credit or refund. Customer Service will then email you a Return Authorisation Number and Notification, please note goods cannot be shipped back to us without a trackable courier number.

Return postage costs are the responsibility of the customer. If an item is being returned for an exchange we will cover the postage cost to reship the exchange item back to you. Please allow 14 days from the time we receive your order back at our warehouse for your return or exchange to be processed. We will notify you via email once your return has been processed. It is recommended that you keep the tracking number of your parcel as we are not responsible for any lost or missing parcels.

INTERNATIONAL RETURNS POLICY

If you are based outside of New Zealand, please email us at lostinnowherenz@gmail.com as per above and our customer service team will advise further information to make your return. All returns must be made within 7 days of your purchase date. Return postage costs and any additional duties & taxes assessed by International Customs when returning items from overseas are the responsibility of the customer, as well as any duties & taxes incurred when receiving the exchanged item. Please allow 21 days from the time we receive your order back at our warehouse for your return or exchange to be processed. We will notify you via email once your return has been processed.

 DO YOU OFFER REFUNDS ON SALES ITEMS?

There are strictly no refunds on sale items unless the product is damaged or faulty.