FAQ

Payment Methods
Payment is at time of order placement. We accept Bank Transfer, Visa, MasterCard, AMX, PayPal and AfterPay (Learn More).

EFTPOS facility is available in our store

 

Need help?  email us

Lead Times

We keep our most popular products in stock so they can be shipped to you as soon as possible, usually dispatched within 24 hours if in stock.

Our items are typically made-to-order with estimated Lead Times of 6 – 8 weeks (this can vary in the lead-up to the New Year Holiday period and will be so indicated on all product pages). We try our best to keep delivery times to a minimum though on occasion there can be delays due to production schedules, port congestion or bad weather and Customs clearance. Please note that stated Lead Times are estimations and not guarantees; they can be both shorter or longer depending on 3rd party providers and logistics.

Please note that Lead Times refer to the item or item’s arrival into our Auckland warehouse. Final courier delivery is not included in this period. The time required for courier delivery is in addition and will depend on your location. 

When your item(s) arrive in our Auckland warehouse we will contact you directly to check your delivery details and organise courier delivery.

Please note that storage charges will apply to items that are not despatched for final courier delivery or collection within 7 days of receipt into our warehouse. These are charged on a weekly, per pallet or part thereof, basis.

How Much Is Delivery?

We offer New Zealand wide freight for all products in the DerLook range. In-stock items are usually despatched within 24 hours of payment. To easily calculate your delivery, simply enter your region at the checkout.

Can I Pick Up My Purchased Items?

Items can be picked up from our Auckland warehouse which is located in Albany, Auckland. We will contact you when your items have arrived and are ready for collection, though please note that the warehouse is open Monday – Saturday only.

Items must be collected promptly. After the initial grace period, storage fees will be charged on a weekly basis.

You are welcome to pick up the item(s) yourself or to organise your own courier.

 

Need help?  email us

How Long Will Delivery Take After Despatch?

Typical delivery times expected are: 2 – 3 business days for North Island Main Centres, 3 – 5 business days for General North Island, 5 – 7 business days for South Island.

How Do I Track The Progress Of My Delivery?

As soon as your item(s) have shipped, we’ll send you a Shipment Notification email that includes the estimated delivery date and tracking number.

Returns+Refunds

All purchased items can be returned for any reason (including change of mind) within 7 days of delivery.

We have two (2) distinct product types, In-Stock and Custom-made, and the return conditions vary accordingly:

In-Stock Items (denoted by ‘Express Delivery’)
Items purchased on this basis can be returned for a full 100% refund.
Custom-made Items (denoted with a ‘Lead Time’)
Items purchased on this basis can be returned for either:
(i)  An in-store Credit for 100% of the item’s purchase price (not including delivery charges), valid for 12 months; or
(ii) A refund of 80% of the item’s purchase price (not including delivery charges) as a 20% Restocking Fee applies.

The existence of this Re-Stocking Fee means that these items are priced at a lower margin – they are at least 30% cheaper as a result.

Please choose carefully. Returning bulky items is a tenuous affair for customer and retailer alike.

Please ensure that unwanted products are returned to us in the same condition they were delivered to you.

Please familiarise yourself with the following conditions as they are central to our service and strictly observed:

  • You must notify us of your intention to return an item(s) within seven (7) days of delivery, and organise prompt return of the item(s) to our Auckland warehouse;
  • The item(s) must be returned to us in new and un-used condition;
  • The item(s) must be completely re-packaged to its original wrapped & packaged state (irrespective of reason or cause for return), ready for re-sale;
    All tags and labels must be in situ and ‘unremoved’;
  • The item(s) must be complete with any and all instructions or assembly tools;
  • All returned items are inspected to ensure the above (please allow 3 days);
  • Upon successful inspection pass, you will be refunded the purchase price within 5 working days.
  • Door-to-door delivery charges are non-refundable.