FAQS
Price
All prices quoted are subject to any variation in exchange rates, customs duties, taxes, freight, insurance rates and the selling prices of our suppliers· which occur before delivery of the goods.
Prices quoted are in NZD and include GST and any other tax imposed in relation to the goods. All charges will be in NZD.
Payment
Unless otherwise stated by us in writing, payment is required prior to the dispatch of any goods. If the credit card payment defaults, then all costs incurred in the recovery of any overdue amount (including collection costs and solicitors fees) are your responsibility.
Credit Card payments are processed through Shopify Payment Gateway. Shopify Payment Gateway secures all your customer and credit card data with military-grade software and servers, and the highest level of encryption available. All data is transferred using Shopify Payment Gateway's secure servers.
Product Advice
We are not able to provide you advice or recommendation relating to the products we sell. If you are unsure on what to order, we ask that you seek medical advice from your healthcare provider first before you place your order.
Order & Shipping
How long does it take to process my order?
Your order will be processed on the same day or if received after 2 pm, the next business day.
Can I pick up my order from the Warehouse in Lower Hutt?
Due to regulatory requirements, the site is not open to the public and therefore pick ups are not allowed. All orders will be sent by courier.
When should I receive my order?
Once your purchase has been dispatched, we anticipate that you should receive your purchase within 5 - 7 working days. All deliveries are sent during business hours/weekdays only.
Please note, as much as we try, delivery time frames are not guaranteed due to courier, ferries and weather conditions are outside our control. We are unable to deliver to the Chatham Islands.
How much are the courier charges?
North Island - $9.90
South Island - $15.90
Extra charge: plus Rural delivery - $9.00. Inclusive of GST.
Warranty
We endeavor to ensure that all goods sold are free from defects in materials and workmanship. We shall have no responsibility for any damage resulting from defective goods, misuse or abuse of goods or from negligence or malpractice.
Goods Return Policy
Goods sent to you in error
Goods delivered to you as a consequence of any misinterpretation of your order may be returned for a full replacement provided the same are in as new condition and the product packaging has not been opened along with the error being reported to us within 5 working days of receipt of the goods.
We will pay for the return of the goods. To start a return, you can contact us at info@sixpillars.co.nz. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
Goods sent to you as a consequence of an error by you in your order
Goods delivered to you as a consequence of an error by you in your order may be returned, provided the error is reported to us within 7 working days of receipt of the goods and the goods are returned in as new condition (the product have not been opened and is in new condition) Note, the company shall be entitled to a 25% restocking fee. Return freight is your responsibility.
We have a 7-day return policy, which means you have 7 business days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at info@sixpillars.co.nz. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.
Damages and issues
Please inspect your order upon receipt and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
We have included some information which you may find helpful. If you can not find an answer to your question, please email our helpful team who will provide further information: