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 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 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 admin@shineon.co.nz

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 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. 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. 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: 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
ATTN: RETURNS
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.

Q: When a refund is issued via Layby ?

A: Your Laybuy payments continue until they are paid in full Once we receive your return item we issue you an online credit as per our normal Returns Policy.



Q: Can I get store purchases added to my VIP rewards account?

A: Yes please advise one of our retail assistants and they will manually add it to your rewards account. Please note it can take up to 3 working days to process.

Q: I want to email the store about stock items?

A: Please email retail@shineon.co.nz



Q: Can I get store purchases added to my VIP rewards account?

A: Yes please advise one of our retail assistants and they will manually add it to your rewards account. Please note it can take up to 3 working days to process.

Q: I tried to use two codes at once and now my rewards points have disappeared?

A: You will only be able to redeem one reward per order. If you find you have any reward points have disappeared, have a look in your emails as you will recieve a unique rewards code. Please allow upto 48 hours to recieve your rewards email.



Q: WHat are the measurements/size of an item?

A: If the measurements are not on the website, contact our Livechat team. Livechat is available Monday, Wednesday and Friday 9-2.30 PM. Outside of the livechat hours you can email admin@shineon.co.nz. You will find livechat at the bottom right hand corner of our website



Q: I have purchased an online gift card what happens now?

A: Once you have purchased the online gift card you will be emailed with your gift card code. This can be printed so you can pop it 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?

A: 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?

A: Our gift cards can be purchased online and in-store and they can also be used online or in-store by applying the unique code that is included in the email on the gift card.

Q: How to use credit codes?

A: To use your credit you just need to enter the unique code that you received in your email into the discount code box that is located at Checkout and click the "Apply" button so the amount on the credit code then gets deducted from the amount due on the order.



Q. I have returned an item but laybuy is still taking money out of my account

A: Your Laybuy payments continue until they are paid in full Once we receive your return item we issue you an online credit as per our normal Returns Policy.



Q: Can Shine On help support my organization?

A: Please email your details to jacqui@shineon.co.nz

Q: How do i signup to shineon newsletter?

A: Click Here! and enter your details to signup to receive Shineon special offers and product updates. By signing up you also go into our monthly draw.




THREE WAYS TO CONTACT US


Emails are the best method of communication where we will need to do a bit of research on your order and come back with an answer or solution. Although you might not get an immediate answer, your email will get dedicated attention and our goal is to come back to everyone within 2 business days. Emails are usually answered by Annabel or Stephanie. Inside Live Chat



Livechat is available Monday, Wednesday and Friday 9-2.30 PM. Its great for asking questions about items including sizing, suggestions and get general advice. Our ladies are knowledgeable and can usually help you. Although you can ask questions about orders, the ladies are not always able to give immediate answers. Live Chats are usually answered by Jen




MEET THE CUSTOMER SERVICE TEAM