FAQ’s

FAQS

Why should I buy from Hikoi?

Hikoi has been serving our customers since 2001. We have 2 great North Island stores in Taupo, &  Mt Maunganui. Our friendly staff use the gear they sell; they have experience, are well traveled, 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, pack-able
– 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 overseas countries
Last but not least – rewards!

Hikoi Customer Rewards

What are Hikoi Loyalty Dollars and Hikoi Birthday Vouchers? How can I earn and redeem them?

Not only do Hikoi offer free freight (NZ) and full returns on all orders we also have two AWESOME forms of customer rewards that you don’t want to miss out on!
1) Hikoi Dollars.  Since May 2015 Hikoi got a brand NEW website which now gives our customers the ability to EARN AND REDEEM Hikoi Dollars online! You earn Hikoi Dollars right away on your first purchase with us so that the next time you shop or log in online your Hikoi Dollars  will show on your customer account. You will be able to redeem them at the checkout! Don’t forget you will earn them back again on that very purchase so there is ALWAYS extra discount for you, our loyal customer!
NOTE:To register an online account with us you must tick the create an account box in the checkout (if making a purchase) or register now here If you’re a first time customer email us and we will credit your account your first $5 Hikoi Dollars to get you started! If you’re a return Hikoi Customer but new to online shopping we can credit your current Hikoi Dollars to your account before you shop! Email us to know info@hikoi.co.nz
If you would like to receive Hikoi Birthday Vouchers each year you must enter the month of your birth and your email address.
IMPORTANT You must be a registered Hikoi customer either in a store or Online or both to benefit from Hikoi Customer Rewards.

 

2) Hikoi’s famous Birthday Voucher. If you register your d.o.b when you set up your account you also qualify for a Hikoi Birthday Voucher. This will be emailed to you on the month of you birthday every year! NOTE if you unsubscribe from Hikoi’s Newsletters you would also be unsubscribing from the Birthday Voucher Hikoi Birthday vouchers are easy to redeem and valid for 6 months!  Use your voucher to save some more $$ off any of our quality product, even specials!
But If you can’t use it this time round why not pass it to a friend?…

 

Some t’s and c’s for Hikoi’s Customer Rewards can apply and may vary between promotions (but not very often) Hikoi reserve the right to make changes to t’s and c’s without prior notification. For full T’s and C’s please email info@hikoi.co.nz

Free Giveaways 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!

Outdoor MEGA Deals They’re here! 3 Weekly Outdoor MEGA Deals emailed to those who want them each week (normally on a tuesday) Everyone on our MEGA Deals subscribers list also goes into the draw each month to WIN A $50 VOUCHER!! Sound like you? Then wait no longer, join today and be first to know the best deals as well as receive extra discount coupons on top!!

General Questions

How do I know my shoe or clothing size?

Under each product you will find a sizing guide link. Click on that to get the best advise on what size to choose. Find the size guide page here. Remember 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.nz2) By telephone +64 7 542 4221 or free phone in New Zealand 0800 2 HIKOI (0800 244 564)3) Live Chat4) Through our facebook page 

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?

No problem! You can choose which store to collect from at the time of checkout. Hikoi currently has locations in Taupo, & Mt Maunganui


Can I buy thing using Layby?

No problem to set this up. If you see something you really want to secure (even a special!) Hikoi offer 3 month Layby terms. We require just a 20% deposit. To arrange a Layby with us please call us on 0800 244 564 or email info@hikoi.co.nz

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 simply change the currency while in the checkout. 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.
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?

Our checkout currently accept Visa, Master Card for all online orders as well as a direct debit option which you will find at the time of checkout.

Is it safe to use my credit card on the Hikoi site?

Hikoi takes your security seriously. The Hikoi website uses Swipe HQ 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 also opt to pay by direct debit at the time of checkout
You can submit your details with confidence however if you are still unsure and would prefer to arrange payment by telephone or email 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)

Returns questions

Can I return the product if I am not happy with it?

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 two North Island stores (Taupo & Mt Maunganui). 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.  Refunds are dealt with promptly but can take 3-4 working days to show on your bank statement.  Some banks state it is standard that refunds can take up to 7 days! Refunds will only be make on the safe return of your item. Hikoi will advise by email the copy of the refund. Please note that we will refund the same way as the order was purchased ie the credit card that originally made the purchase or by direct debit and no cash refund is possible.

Shipping, Billing and Delivery questions

How long will it be before I receive my order?

We try our hardest to deliver your order as promptly as possible. North Island delivery is normally overnight and Sth Island in 2 days but to be safe please allow 2-3 working days for your order to arrive (for NZ deliveries) 10-13 working days for international deliveries (Non-tracked service) or 3-6 days (Tracked service). 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: FREE
Overseas Orders Delivery charges for overseas orders are calculated in the following way:
Untracked Option: 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.
Tracked Option: As above but adding $20
NB: If an item is on special the percentage (%) charged will be based on its original value and not on the discounted price.

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,  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 2 metres.  For delivery times please refer to above. 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 currently uses fastway couriers for NZ deliveries on a traceable 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 free phone in New Zealand 0800 2 HIKOI (0800 244 564)so that we can either track and trace your order.

Privacy Information and Security

 

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 unsubscribing Security. The Hikoi Online website operates with a very secure ordering system called SwipeHQ. 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. To read our full privacy policy click here or for terms and conditions here