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FAQS 2

SHIPPING

All orders are shipped using Post Haste & NZ Post with a tracking reference emailed to you once your order has been shipped.

When possible, orders placed before 12pm NZST are dispacthed the same business day, otherwise within1 business day Monday - Friday.

- Orders over $150 are sent FREE

- Tracked deliver with authority to leave available.

- We CAN NOT send to a PO Box. Please provide an alternative business / home address.

Delivery usually takes between 1-3 business days after dispatch.

** COVID-19 Update: NZ Courier services are experiencing high volumes and delivery times and are slower than usual. We kindly ask for your patience and understanding during these challenging times.

SHIPPING RATES:

$14 - 1 Towelie (0-0.5kg)

$19 - 2 Towelies (0.5-1kg)

$25- Multiple Towelies (1-2kg) 

Deliveries to Australia and sent via NZ Post and usually takes 3-10 business days. Sign on delivery provided. 

Once your orders arrives in your country it is handed over to the local postal system to complete delivery. We recommend you contact your local post office if you experience any problems with your delivery.

Customers are responsible for paying any import duties (including VAT) imposed by your country of Government.

We do ship internationally but have found rates fluctuate a lot between continents.

Our set rate is $45 But CONTACT US so we can give you an exact quote.

To do this, we will need to know what items you would like + your address.

New Zealand 1 - 3 business days.

Australia 3 - 10 business days.

Please note, the shipping times stated are estimates only and vary depending on your location.

Once your order has shipped, you will receive a shipment notification email which will contain your tracking reference and a link to the corresponding courier service so you can track your delivery.

Changes to your order can be made prior to the order being marked for dispatch. If you need to make a change, please email info@stokednz.co.nz as soon as possible. Once an order has been shipped, we are unable to retrieve it or make changes.

We have carefully considered the environment when choosing our packaging. 

Your order will be sent in a compostable bag (unless you are rural). These bags can be reused for sending your returns or composted in your home compost system. 

Gift wrapping is not currently available.

Customers are responsible for paying any customs or import duties imposed by your country of residence (ex. New Zealand). STOKEDNZ is legally required to declare the commercial value and include an invoice with all internationally order.  Customs fees will vary between countries therefore we recommend contacting your local customers office for further information.

If you feel like your delivery is taking too long, please check your tracking reference via the links above. Post Haste & NZ Post advise deliveries can take  longer than their guideline times. 

If the delivery is 3 days past its estimated delivery date, please contact uson info@stokednz.co.nz so that we can start an investigation on your behalf.

STOKEDNZ cannot be held responsible for any delays with Post Haste / NZ Post as these are outside of our control. STOKEDNZ is not liable for lost or stolen shipments so please ensure you nominate a secure delivery address. If any packages are returned to us as a result of an incorrect address, you will be liable for any additional shipping costs to have the product shipped again.

Our customer support team is always available to answer any questions you may have, simply email info@stokednz.co.nz 

RETURNS

We want you to always love shopping online with STOKEDNZ, therefore we are happy to offer refunds or exchanges under the following conditions:

1. Item must be returned to us within 14 days of the original purchase date. Please try on items as soon as they arrive and post back without delay to ensure items are returned to us in time.

2. Items must be unworn, unwashed, undamaged and returned in the same condition as originally sent.

3. All items except SALE items are okay to be returned.

To return an item, simply email info@stokednz.co.nz quoting your order number in the subject line and include the following details: 

- Return or exchange
- Refund or store credit 
- Reason for return 

We will then reply via email confirming your return request and will provide you a returns address. 

Once we have received your returned items, we will check them over to ensure they meet our returns conditions. Once approved, we will process the return request within 1 business day. You will also receive an email notification from us confirming your return was received. 

1. If your exchange order is greater than your returned order, we will email you a link to complete payment of the difference. 
2. If your exchange order is less than your return order, we will refund the difference via your original payment method. 

Please note, it is your responsibility to ensure the returned items arrives safely otherwise we will be unable to process the return. We recommend sending via a trackable method and retaining your tracking reference until the return has been processed.

If you have requested a refund, once we have received your returned items, we will check them over to ensure they meet our returns conditions. Once approved, we will process the refund (excluding original shipping costs) via your original payment method. 

We will process refunds within 1 business day of receiving your returned items. You will also receive an email notification from us confirming your return was received and refund processed. 

Please note, it is your responsibility to ensure the returned items arrives safely otherwise we will be unable to process the return. We recommend sending via a trackable method and retaining your tracking reference until the return has been processed.

Unless an item is faulty or an incorrect item was sent, customers will be responsible for the shipping cost to return an item. 

It is your responsibility to ensure the package arrives safely otherwise we will be unable to process the return. We recommend sending via a trackable method and retaining your tracking reference until the return has been processed. 

We will email you as soon as the return has been received to us and update the status of the return accordingly. STOKEDNZ is not responsible for customs duties for returns of international orders. If there is a charge it will be deducted from the final refund.

Because our range is not mass produced we are unable to hold stock for exchange. If you require a different size or item, we recommend placing your order and follow the returns process for a refund. We are also happy to offer a store credit to use for exchanges, simply let us know when lodging your return. For urgent enquiries please email info@stokednz.co.nz

Unfortunately not, all sale items are final.

We always try our best but sometimes mistakes happen. If you have received an item you did not order, please contact us on info@stokednz.co.nz so that we can resolve this for you as quickly as possible.

Products are considered faulty if they are received damaged, or if they break within 6 months of purchase. Damage as a result of fair wear and tear are not considered to be faulty. Please ensure you follow washing instructions carefully. 

Please follow the "How to Return an Item" process for returning your item and email us at info@stokednz.co.nz photo so that we can register this into our system. 

We will either replace the faulty item if we have stock available, process a full refund or offer a store credit, after receiving the faulty item back.

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