Shipping and returns
SHIPPING
We provide a flat fee for shipping. Freight charges cover packaging, delivery and insurance and are as follows:
Standard Delivery non-rural flat rate: $7.50
Standard Delivery rural flat rate: $10.00
A signature is required to verify delivery. Waiving the signature request or asking for your parcel to be left elsewhere is done at the purchasers own risk.
Please note we do not ship to PO Boxes so please provide a physical address during checkout.
SHIPPING TIME FRAMES
All items will be shipped using Pass the Parcel.
All purchases will be at a charge to the customer unless otherwise stated.
All items (excluding pre-orders) will be dispatched within 2 business days of your order.
North Island (non-rural) – Delivery normally takes 1-2 business days after dispatch.
South Island (non-rural) – Delivery normally takes 2-3 business days after dispatch.
New Zealand (rural) – Delivery normally takes between 2-5 business days after dispatch.
INTERNATIONAL SHIPPING
We do not ship items outside of New Zealand.
DAMAGED OR FAULTY GOODS.
We inspect every item, and try to provide as much information as possible on the condition of secondhand items. If you have received a damaged/faulty item (that is different to the description provided) please contact us via email at info@zerotofive.co.nz.
We will provide a full refund, store credit or an exchange (if we have a replacement in stock) once we have received the returned item. Please note products must be returned to us within 14 days of the purchase and must be returned in the same condition as received with all labels etc. returned with the item.
EXCHANGE POLICY
We make every effort to make sure our product descriptions are as detailed as possible. We provide a clothing guideline on our website so please ensure you read this prior to selecting your product. If you have a question about sizing contact us at info@zerotofive.co.nz.
Please note that if the returned item was on sale, a refund is provided in the form of a store credit only. Alternatively, you can make an exchange for an item of the same value.
Any returned items that have been worn, damaged or altered from their original state will not be exchanged or refunded and will be returned to the customer. We regret that we are unable to refund shipping and handling costs. Returning an item to us is at your cost and the safe, undamaged return of any items is your responsibility. We recommend tracking your returned products. In the first instance we will try and repair the fault. Should we deem the item irreparable we will replace it. If we are unable to repair or replace, we will refund.
Please note that we do not offer refunds if you have changed your mind.
HOW TO RETURN AN ITEM
The easiest way to return an item is to visit our store at 49 Totara Street, Mount Maunganui.
Quality checks are done prior to products being despatched, however, should any item be received damaged or broken please contact us at info@zerotofive.co.nz within three days of receiving/purchasing your item, including a photo and description of the fault. Please bring your proof of purchase and we will happily provide you with an exchange or store credit for the purchase price of the item/s you return.
If the item/s is faulty, we will meet our obligations under the Consumer Guarantees Act.
If the item has been damaged in transit we will either replace or refund at our earliest. If the item is out of stock we will contact you and offer an alternative or a refund. It is at the buyers cost to return the faulty item.
We may ask that an item is returned for assessment. In this case, we will arrange and pay for a courier to collect the item from you. If a replacement is available it will be sent out to you at no charge. A copy of the purchase invoice must accompany the return and the item must be returned back to Zero to Five with all packaging and labels intact, along with proof of purchase (receipt) within 14 days of purchase.
Please do not return an item to us unless you have discussed with us first by email.
DELIVERY
Zero to Five will not be liable for loss or damage of goods once received by the postal/courier service. Claims for damages or loss in transit must be made against the carrier. Delivery times will vary depending on your location. Some remote or rural locations may take a little longer (please allow an additional 2 working days for rural addresses).
We take great care to ensure your purchases arrive safely and may at our choice, use other courier services to ship our products and do not pay compensation for late delivery. Please note that occasionally items may be temporarily out of stock so we will contact you to organise an alternative product or credit note.