Shine On has a fantastic Customer Service team, but we would love for you to be able to find the answer to your question before contacting us. Please look through these FAQ categories. If you cant find the answer then look at the three ways you can contact us below and choose the most suitable
Q: Can I change my delivery address after placing order?A: Please make sure that you arrange to check your Order Confrimation asap and if there are any address alterations required please email email@example.com 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 recieve an emailing confriming your order is on it's way and will show your tracking number. Courierpost 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 firstname.lastname@example.org
Q: The tracking number says my order has been delivered but I havent received it?A: Please email your order number and item/s you have not received to email@example.com 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. 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?A: We sincerely apologise about this. Please email email@example.com 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: Yes we do! Please note that shipping can take up to 14 days from when we process your order. 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 seperately?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.
Q: What is your returns policy?A: Please click HERE
Q: What is your return policy when paid by Layby?A: When you return your item you will receive an online credit to spend in-store or online, and your laybuy payments will continue untill they are paid in full
Q. Does Shine On offer exchanges/refunds on items returned?A: Please refer to our above Returns Policy. We, unfortunately, do not do exchange/refund on Returned Items. Once your Returned Item has been received we will arrange to issue you with a online credit code via email so you can then order the correct size or alternatively another item from our website.
Q: What is your returns time-frame ?A: Our retuirns time frame is 10 days from when you have recieved your item. Returns must be in unworn conditions and must have tags attached
Q: I dont have a returns form what should I do ?A: Download a returns form here, print it and return it with order
Q: How do i return an item ?A: Complete the Returns Form and pop it in the bag with the item you are returning.
Our Returns Address Is:
Shine On Limited
38 Karepiro Drive, Stanmore Bay, Whangaparaoa, AUK 0932, NEW ZEALAND
Once we receive the return we will issue you an online credit via email.
The amount of this credit will be less any shipping paid with your order and is valid for 12 months from the date of issue. It can be used as payment toward any purchase with Shine On Limited, except for purchases of gift vouchers.