FAQ's
|
| Hikoi has been serving our customers since 2001. We have 4 great North Island stores in Taupo, Mt Maunganui, New Plymouth and Cambridge. Our friendly staff use the gear they sell; they have experience, are well travelled, and have great advice to give. At Hikoi we stand behind all the products we sell. We only stock quality, outdoor, travel and lifestyle brands. These brands are carefully chosen to ensure they are... - Comfortable - Of the highest quality and are covered under rock solid international guarantees - Versatile, functional and in most cases, packable - Stylish and fit correctly - Travel-friendly with fantastic street and lifestyle appeal - Tried and trusted brands Hikoi believes in preserving and protecting our environment. We therefore deal only with suppliers who share the same ethics, values and beliefs as we do. All of Hikoi's collateral (labels, tickets, cards and even our shopping bags) are printed on recycled paper or paper from sustainable stocks and we use enviro-friendly inks. Many of our branded products use recycled materials for footwear and bags. Most use organic or natural materials such as NZ merino to make their clothing. Our brands are made in clean, certified factories that don't use slave labour. New Zealand Made products are featured in all Hikoi stores. We believe in supporting our country and our workers and we hope that you do too. Hikoi is proud of its rock-solid 30 day, no questions asked, money back guarantee and we offer quick hassle-free delivery to anywhere in the world. Last but not least – rewards! Hikoi rewards ALL of their registered customers by way of Hikoi Loyalty Points on every purchase you make. If you register your d.o.b with us you also qualify for Hikoi Birthday Rewards. After the first purchase, registered customers can use their earned Loyalty Points to reduce the price of any future purchase. Some conditions apply, read below for more details. |
|
What are Hikoi Loyalty Points and Hikoi Birthday Vouchers? How can I redeem them? |
| At Hikoi we believe in rewarding all of our customers for continuing to shop with us. Over the time that Hikoi has been in business we have developed two great customer rewards systems; Hikoi Birthday Vouchers and Hikoi Loyalty Points. These two great rewards programs are so popular we've devoted an entire page to them! For more details please click here Don't forget, Hikoi do lots of other give-aways, promo vouchers, competitions and prizes on our Facebook page. Don’t wanna to miss out? Be kept in the know about what’s up for grabs at Hikoi, Like us on Facebook today! |
|
How do I know my shoe or clothing size? |
| On each product page Hikoi has sizing information particular to that model or brand. These are guidelines only and everyone’s body shape can vary. If in doubt about sizes Hikoi recommends ordering one or more sizes and returning the one or ones that do not suit for a full refund. In this way you are more likely to secure your size before it sells out and avoid disappointment. Still unsure? Please contact us or call (+64) 7 542 4221 or free phone in New Zealand 0800 2 HIKOI (0800 244 564) |
|
How can I contact you? |
| In a number of different ways: 1) By email info@hikoi.co.nz 2) By telephone +64 7 542 4221 or free phone in New Zealand 0800 2 HIKOI (0800 244 564) 3) Live Chat If you are requiring an immediate answer click the Live Chat button at the top of every page on our website. If we are showing as online you will get an immediate response. Normal Live Chat hours are Mon-Fri 9am -5.30 pm however these hours can vary. |
|
Do you have a catalogue? |
| Hikoi do not currently have a catalogue however everything we sell can be found on our website which is regularly updated. If for any reason there is an item you cannot find on the website let us know by emailing info@hikoi.co.nz You will receive a prompt reply. |
|
Can I pick up my purchase from my local Hikoi store? |
| If we are able to supply the item(s) you have ordered we can freight forward it on request to any of our Hikoi locations for you to collect. To do this we would need 2-3 working days notice before the date that you plan to collect your order. Please email info@hikoi.co.nz to let us know your plans. Hikoi currently has locations in Taupo, Mt Maunganui, New Plymouth and Cambridge. |
|
Are the prices on your website in NZ dollars? |
| Yes all prices quoted are in NZ Dollars. If you wish to know what that equates to in any foreign currency please set your preferred currency at the top of any of our website pages using the dropbox. Please note exchange rates can fluctuate daily however the amount you are quoted through our website checkout on the day you place your order is the amount you will be charged. If you are ordering from overseas you are able to save the NZ GST (Sales Tax currently 15%) component. N.B If purchasing from abroad please be aware that some credit card companies may charge small currency conversion fees. This potential additional charge falls on the purchaser and as it is out of our control it is not included on the total value of your order. If in doubt please ask your credit card company first. |
|
What forms of payment do Hikoi accept? |
| We currently accept Visa, Master Card and American Express for all orders. If you wish to set up a direct debit please contact us to let us know or call (+64) 7 542 4221 or free phone in New Zealand 0800 2 HIKOI (0800 244 564). |
|
Is it safe to use my credit card on the Hikoi site? |
| Hikoi takes your security seriously. The Hikoi website uses Payment Express which is a PCI compliant payment gateway developed by DPS using SSL (Secure Sockets Layer) as a method of ensuring that information submitted through our web site is secure and cannot be accessed by unauthorized users. When a site offers an SSL-secured form, the information submitted via that form (typically credit card information) is encrypted using a special certificate key and then decrypted with another key after it has been transmitted. When users access a site secured with SSL using their browser, a small padlock symbol displays in their browser windows indicating that the site is secure. You can submit your details with confidence however if you are still unsure and would prefer to arrange payment by telephone or by direct debit please contact us to let us know or call (+64) 7 542 4221 or free phone in New Zealand 0800 2 HIKOI (0800 244 564) |
|
|
| Of course you can. Hikoi wants all of our customers to be satisfied with their purchases which is why we offer a '30-day no questions asked' returns policy on all items sold via this website. The 30-day period begins from the date of purchase. Items returned within this period can either be exchanged, credited or refunded. If you are exchanging or swapping sizes etc Hikoi will send out the second item freight free (NZ delivery only) but it is on you the customer to return the item(s) at your cost in an 'as new' condition with all packaging, ticketing and labeling. If re-shipping is needed to an overseas address we may charge a flat fee of NZ$20 to do this. In the unlikely event that you receive an incorrect, damaged or faulty item we can arrange to pick up your item and resend the replacement or exchange free of charge. |
|
How do I make my return or exchange? |
| You may make your returns either in any of our stores (see below) or by mail. Unless otherwise instructed please send all returns to the following address Hikoi Online Returns and Enquiries 195a Mt Maunganui Rd Mt Maunganui 3116 New Zealand Please remember to include your name and phone number and reason for return and any special instructions on a piece of paper. You can also return your online purchase to any one of our four North Island stores (Taupo, Mt Maunganui, New Plymouth and Cambridge). Please make sure to tell the staff member that you bought your item from the Online store. Your local Hikoi store can also assist you with exchanges however if you are seeking a refund for an online purchase it will be processed by the Online store only and not the store you return it to. |
|
How long does it take to be refunded? |
| When Hikoi processes an order the credit card information given is deleted for security purposes. If seeking a refund please include credit card details with your return or alternatively we will contact you to retrieve these details in a safe and secure way. Refunds are dealt with promptly and are made on the safe return of your item. Hikoi will advise by email the copy of the refund. Please note that we will only refund to the same credit card that originally made the purchase and no cash refund is possible. |
|
|
| We try our hardest to deliver your order as promptly as possible but please allow 2-3 working days for your order to arrive but more often delivery in NZ will only be 1 or 2 working days. Please allow up to 10-13 working days to Australia and up to 21 working days for the rest of the world but again deliveries are gererally more rapid. In some cases such as isolated locations or public holiday(s) or RD addresses deliveries can be delayed. If this is the case for your area we will notify you of this prior to processing your order. |
|
What are Hikoi’s delivery charges? |
| New Zealand Orders For orders under $99 our delivery charge for any item delivered in New Zealand is a flat rate of $10 but all orders over $99 come freight free. If you make a mistake with sizes or colours or other don’t worry Hikoi will resend your first exchange freight free (for orders over $99). Overseas Orders Delivery charges for overseas orders are calculated in the following way: Cost of delivery to Australia is 15% of the original value of the highest priced item purchased. eg if an item has an original value of NZ$200 the delivery cost will be: $NZ200 x 15% =NZ$30 less GST = NZ$26.08. Cost of delivery to all other overseas destinations is 20% of the original value of the highest priced item purchased. eg if an item has an original value of NZ $200 the delivery cost will be: NZ$200 x 20% = NZ$40 less GST = NZ$34.78. NB: If an item is on special the percentage (%) charged will be based on its original value and not on the discounted price. Remember that if you are purchasing from an overseas location the GST (NZ sales tax) will be deducted from the listed price automatically. This saves any overseas buyer 15% and so the difference between this saving and the overseas freight charge makes for a very reasonable price delivered right to your door. |
|
Do you ship to PO Box and Private Bag addresses? |
| Yes but in some cases this may delay the expected delivery time. Please allow enough time for your order to arrive. If you are in a hurry to receive your order it is better to provide a physical street address or contact us to arrange a pick up from a local store location (Taupo, Mt Maunganui, New Plymouth or Cambridge) |
|
Do you ship to overseas addresses?
|
| Yes but certain delivery conditions do apply. Any deliveries for overseas customers are taken care of using New Zealand Post's International Air Service. The maximum weight that can be delivered is 20kgs and the maximum length and girth measurement can be no more than 2metres. Although in many cases post won't take this long please allow at least the following delivery times for overseas deliveries: 10-13 working days to Australia and up to 21 working days for other overseas destinations. If you would like a quicker delivery service it can easily be arranged, please contact us. Surcharges will apply and can be quoted for you before delivery. Please note we will not ship liquids such as cleaning product or dangerous goods to overseas addresses. |
|
Import Taxes |
| Customs Authorities in most Countries undertake \"spot checks\" on parcels crossing their borders. Upon inspection you may be required to pay import or sales tax that is applicable in your country. Any charges incurred in this way are beyond Hikoi\'s control and are your responsibility. You may wish to contact your local Customs Authority for information regarding any possible charges that may be applied to your purchase. |
|
What happens if my goods don’t turn up ? |
| Hikoi uses NZ courier services and/or a traceable post service. NZ delivery can take 2-3 working days to arrive but in some cases it may take longer especially if you live in a remote location or rurally. Please consider a reasonable amount of delivery time for your order to arrive but in the unlikely event that your purchase does not arrive or is simply lost in the post please contact us or call (+64) 7 542 4221 or free phone in New Zealand 0800 2 HIKOI (0800 244 564)so that we can either track and trace or, if need be, resend your order. |
|
|
Any information you supply to us is secure. It remains the sole property of the Hikoi customer database and will not be provided to any other Company or Organisation without your express authority. You can remove yourself from our database at any time by unsubscribingSecurityThe Hikoi Online website operates with a very secure ordering system called payment express. Any information you provide to us including credit card details, is secure and you can be confident that it cannot be accessed by anyone else. Please be aware that Hikoi run fraud tests on suspect orders and credit cards. In the event that you are still unsure or uncomfortable with processing your order by credit card please contact us and we can organise some other means of arranging payment. |
|
