So exciting Auckland has moved down to Alert Level 3! We wanted to give our customers the heads up on what is going on at Shine On while in Level 3.
Dispatch Backlog Order Updates as at 7/10/21
Main Website Orders - Currently processing today's orders
Outlet Website Orders - Currently processing today's orders
Dispatching of Parcels:
The Dispatch Team has done a great job over the past couple of weeks with dispatching all our backorder parcels out to customers and also sending out our current orders too! They are now packing "live" which is an incredible achievement. Awesome work Team!!
In-store Pickup Option for Online Orders:
We are excited and hope you are too!
You can now order your favourite items online and arrange a pickup in-store. This service is available at our Hibiscus Coast and Mt. Roskill Stores.
The steps to doing this are super easy!
1. Place your order as usual on our website.
2. Select YOUR usual address and on the shipping page, select the Pickup option for your chosen store.
3. Wait to receive your pickup email notification that will let you know your order is ready to be picked up from your chosen Store.
4. Once the email notification has been received, you can swing by the Store and provide your name and order reference to receive your awesome new clothes!
The turnaround for a Pickup option is 24-48 hours.
Pickup hours are between 10am-3pm
Please note any online customer orders that have already been processed into our system will not be able to request an in-store Pickup option only orders placed from 7th of October onwards.
What does Level 3 look like for our Stores:
Hibiscus Coast/Mt. Roskill Stores:
Customers are unable to come inside the Stores while we are in Alert Level 3 but once Auckland drops down to Alert Level 2 our Stores will re-open with social distancing requirements. Our Retail staff are looking forward and excited to be able to see all our lovely Shiners in-store again soon in Alert Level 2.
The situation for our Christchurch Store is a little different as they are currently in Alert Level 2 now so customers can visit the Store with social distancing requirements.
Our lovely Customer Service ladies are all still working from home and are here to answer your emails. Please arrange to email email@example.com As incoming emails can be quite high during a Lockdown period, we appreciate your patience and understanding about response times. Our Team will answer your queries just as fast as they can. We aim to respond to your queries between 1-3 working days. Please arrange to send just the one email as we do answer every email received.
Changing Shipping Address While In Lockdown:
If you are needing a change of address on your parcel you can send an email to us on firstname.lastname@example.org As our Dispatch Team are now in the process of sending out orders please don’t be upset if we advise we are unable to make a change as it may be your order has already been picked and packed and awaiting Courier pickup. If this is the case, you can still arrange a re-direction, but this will need to be done via the NZ Post website: www.nzpost.co.nz You just need to enter your tracking number and choose the re-direction request option and enter the details required on the form. The re-direction address must be within a 75km distance from the original shipping address. Please note re-directing a parcel usually means the parcel may be delayed an extra day while the re-direction is being processed by NZ Post.
Our Returns staff will be able to process returned items during Alert Level 3. Due to the long Alert Level 4 Lockdown period, we are expecting there will be several return parcels for our Staff to process so we appreciate your patience and understanding while our Team works through them all. The Team will be working as fast as they can to get your credit notes sent out to you via email. We also realise some of our customers will not be wanting to return their return items until Alert Leve1 2 or Alert Level 1 this is no problem as we have arranged a Returns extension timeframe for online orders during this time period. It would be appreciated if you could arrange to log the CRN-Return request through our Return Portal as soon as possible as this will help our Team to process your return faster when they receive it.
We will be arranging a Returns extension timeframe for any Store Returns too while we are in Lockdown, please just hold onto your item for now and you can return the item back to our Stores once they have re-opened in Alert Level 2 and Alert Level 1.
If you have a pre-order item in your order the stock for this item may have not yet arrived at our HQ Warehouse. The pre-order item will be sent out to you once the stock has arrived and has processed through our Inwards Department. If you have an in-stock item and a pre-order item on the same order the in-stock item will be shipped out first and the pre-order item will be shipped out separately once it has arrived.
From our Shine On family to all our Shiners wishing you and your family well.
Stay safe and take care of yourselves and each other and most importantly remain kind.
We all in this together!
The Shine On Team