Q. I have a sizing question. How do I ask it?
Our shop staff are selling our brands and styles day in and day out (you should visit) - they know the fits and the sizes like nobody else. Join our Shop Facebook Group and ask your question - they run it :) - you'll get your best, most informed answer there.
Q. How long will it take to get my order?
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 email stating that your order is on its way. Courier Post normally take between 3-5 business days depending on where you are in New Zealand. Your order may arrive in multiple parcels. Your shipment confirmation email will contain which items have shipped out.
Q. Do you provide an in-store Pickup service for online orders?
Yes, we do provide an in-store Pickup service for online orders at our Hibiscus Coast and Mt. Roskill Stores.
Q. When can I pick my online order up from the Store?
Q. What is the returns process for an in-store Pickup item?
You can return your Pickup item back to the Store or you can process a return through our Online Return Portal. Please refer to our Returns Policy https://shineon.co.nz/pages/returns-policy for further information.
If you are wanting to return your item back to the Store please bring your packing slip/invoice with you.
Q. Am I able to request an in-store Pickup for an order I have already placed?
Unfotunately no, you cannot organise an in-store Pickup for an order already in our system. Only orders that have chosen the Pickup up option on the Shipping page will be able to Pickup in-store.
Q. Does Shine On offer item exchanges?
Unfortunately, due to the rate at which our items sell online we are unable to offer exchanges but we can arrange an online credit for you to purchase the item in your preferred size should it be available or feel free to purchase something else online. Please see our Returns Policy.
Q. I want to pay via bank deposit what are your banking details?
We use POLi Internet Banking for bank deposits - please select this option at checkout.
Q. Does Shine On provide refunds?
We only provide refunds for faulty items - Code B or if you have received a wrong item - Code C in your order and we cannot supply the correct item. We have a new process for Faulty return items now. Once the item has been returned and received back from you a full refund including return postage costs will be arranged for you so you can then arrange to order a replacement item from our website if you are wanting to do so. Please see our Returns Policy.
Q. How do I return an item?
Please see our Returns Policy or the Returns Form provided with your order.
Q. I have sent my return to you now what?
If yours is a return for credit, once we have received your return we will issue you an online credit code that will be sent through to you as an email. Please allow at least 10 working days from when you post the item to us before contacting our returns department about your credit code as it can take up to 5 business days for your package to arrive with us and then our returns department also needs some time to get to your parcel. If you have not received your credit code email within 10 business days of returning your item(s) please check your SPAM folder as they like to hide in there from time to time.
Q. I've been sent the wrong item what do I do?
We sincerely apologise about this. Please email firstname.lastname@example.org 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?
We sincerely apologise about this. We have a new process for Faulty return items now. Once the item has been returned and received back from you a full refund including return postage costs will be arranged for you so you can then arrange to order a replacement item from our website if you are wanting to do so.
Q. Does Shine On deliver internationally?
Unfortunately we just ship to New Zealand and Australia at this point in time.
Q. I have purchased an online gift card what happens now?
Once you have purchased the online gift card you will be emailed with your gift card code. This can be printed out for you to pop inside a birthday card for someone special! If you don’t receive your gift card after 20 minutes of purchasing it please check your SPAM folder as they sometimes like to hide in there.
Q. I received a Shine On gift card, how do I use it online?
Easy, just browse our website, choose the items you want to purchase and go to checkout. At the checkout, you will see a blank box in the top right-hand area of the screen that says ‘Gift card, Discount Code or Credit Code” insert your gift card code in this box and click ‘Apply” and proceed as normal to the payment section
Q. I would like to purchase a gift card in-store. Will it also work online?
Online gift cards can be purchased online and in-store. They can be used online or in-store.
Q. I have ordered a Pre-order Item - what happens now?
If you have ordered other items with a pre-order item, we will send out the items in stock as usual, and your pre-order item will be sent out on the date listed.
In the listing you will see a date when your order will be delivered, we do our best to ensure items are sent out as close to this date as possible however there can be the odd delay. It would be appreciated if you do not contact us asking us where your order is until after the date specified (i.e if pre-order delivery date states August delivery please do not contact until end of August) .
If you have purchased using Laybuy, please be aware that your payments begin at the time of purchase, not at the time of delivery.