CONTACT US

Shine On has a fantastic customer service team consisting of 6 knowledgeable ladies (led by Annabel) dedicated to helping you. 

Before contacting us please check the FAQ section first as the answer may be there. Quite often the questions you ask need to be researched by us first, such as checking dispatch, tracking orders, checking refunds, checking the returns department or checking fabric. That’s why we ask that you contact us by email to allow us to address each one in order. A ticket will be created and your query will be answered within 1 – 3 business days.

Shine On has a fantastic customer service team consisting of 6 knowledgeable ladies (led by Annabel) dedicated to helping you. 

Before contacting us please check the FAQ section first as the answer may be there. Quite often the questions you ask need to be researched by us first, such as checking dispatch, tracking orders, checking refunds, checking the returns department or checking fabric. That’s why we ask that you contact us by email to allow us to address each one in order. A ticket will be created and your query will be answered within 1 – 3 business days.

FREQUENTLY ASKED QUESTIONS
  • ORDERS
  • PREORDERS

Q: Can I change my delivery address after placing order?
A:
Please make sure that you arrange to check your Order Confirmation asap and if there are any address alterations required please email admin@shineon.co.nz with your order number and we can arrange to update your address details if your item hasn't already been shipped.

Q: How long does it take until I receive my order?
A:
Orders are processed as soon as possible and we aim to dispatch your order within 3-5 business days. Once we have dispatched your order you will receive an emailing confirming your order is on it's way and will show your tracking number. Courier Post normally takes between between 3-5 business days depending on where you are in New Zealand.

Q: I haven't received my order yet?
A:
If your order has not arrived within 5 business days, please arrange to email admin@shineon.co.nz

Q: The tracking number says my order has been delivered but I haven't received it?
A:
Please email your order number and item/s you have not received to admin@shineon.co.nz so we can have a look into this for you.

Q: Do you have a Priority Shipping available?
A:
We do offer a priority shipping option at checkout. If you select this option your order will be dispatched to you within a 24 hour period. The cost for this service is $12.00

Q. I've been sent the wrong item what do I do?
A:
We sincerely apologise about this. You can lodge a 'WRONG ITEM RECEIVED' request via the Return Request under your Account Order History or please email admin@shineon.co.nz so we can assist you with a replacement item or refund. For more detail, see the Returns Form or our Returns Policy.

Q. My item is faulty what do I do?
A:
We sincerely apologise about this. You can lodge a 'DAMAGED OR FAULTY GOODS' request via the Return Request under your Account Order History or please email admin@shineon.co.nz so we can assist you with a replacement item or refund. Please refer to our Warranty returns policy.

Q. Does Shine On deliver internationally?
A:
Unfortunately we do not ship outside of New Zealand and Australia at this point in time. Please see our Shipping Section for more shipping information.

Q: When can I expect my preorder?
A:
 All preorder information is HERE

Q: If I have ordered a Pre-order item and also some in-stock items on my order do my in-stock items get shipped separately?
A: Your in-stock items will be shipped out in our usual shipping time-frame of 3-5 business days. Your pre-order item will show an expected delivery time-frame on your order confirmation. We will do our best to ensure the pre-order item is sent out as close to this time-frame as possible however we are unable to always guarantee this as a there could be some unforeseen delays that are out of our control. Please refer to our Pre-Order Tab as we update this regularly so we can keep you up to date.

Q: When ordering a Pre-Order item will I be billed at a later date or a time of ordering?
A:
Payment is required at time of ordering a pre-order item. This also includes LayBuy payment options.

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