COVID-19 SPECIAL UPDATE:
With the recent lockdown rules due to COVID-19 we are still able to ship locally and internationally however please allow up to an additional 3-5 working days for your shipment as the demand has increased hugely along with the delays our carriers are experiencing through this time. We will do our best to get your orders out as fast as we possibly can.
If you have further questions relating to this please contact support - firstname.lastname@example.org
A $6 flat rate will be applied at check out on all other orders within New Zealand.
A $20 flat rate will be applied at check out on all orders to Australian addresses.
Estimated delivery times are as follows (Please note that these are just estimated times and they could vary depending on the whereabouts of the delivery address):
Allow up to 3 working days within NZ
For rural deliveries please allow up to 5 working days
Allow up to 10 working days for shipping to Australian addresses
Q: How do I return my order?
Make sure your item is in returnable condition (not worn, undamaged, original tags must be attached) and you must process the return within 7 days of purchase
Send us a detailed email outlining the reasoning for your wish to return the product to email@example.com
You will be required to organise the product to be sent back to ARBY&OPAL (we will give you shipping details via email) and we recommend using tracked shipping incase of losing the product in the mail. Please also have your order number on the returned package so we can easily identify it.
We will then be in touch within 2-3 working days regarding your return. Please allow up to 14 working days to complete the process of your return
NOTE: ARBY&OPAL will not be responsible for the costs of returning any products for refunds/exchanges. We highly recommend the use of tracking when returning items incase of missing mail.
RETURN TYPES ARE AS FOLLOWS:
Full Priced Items: Are eligible for a full refund, store credit.
Discounted Items: Are eligible for a store credit.
Discounted Items that are 50% or more will not be able to be returned.
Q: I have a faulty item, what do I do?
If you believe your item to be faulty, please send us an email on firstname.lastname@example.org with a detailed explanation and photos of the fault. We will try our best to remedy your issue as soon as possible.
Faulty items need to be brought to our attention within the 7 day time period to ensure that the fault is not possibly stemmed from any other factors.
Q: My shipping says my order has arrived, but it hasn’t. What do I do?
In instances like this, we suggest getting in contact with the courier service so they can get in touch with the courier who was in charge of your delivery. If they’re still unable to locate the item, send us a detailed email to email@example.com and we will assist to lodge an investigation with them to resolve this inconvenience for you as quickly as possible. Please note that investigations may not always be successful as we have no control over the parcel once the parcel leaves our warehouse facility.
Q: I ordered the wrong size/entered the wrong address! Can you please change it for me?
Oh no, We are unable to amend your order after it's been created. This is because as soon as an order is made, it's processed to get orders out as quickly as possible! Best to contact the courier directly in this case.
Got questions about shipping + returns?
Send us an email at firstname.lastname@example.org
We will be in touch as soon as possible!