FAQs

FAQS

Why should I buy from Hikoi?

Customer service – Hikoi have the best level of customer and we always reply to your enquiry!

Expertise – Hikoi have over 15 years of experience, we’ve been in the outdoor retail scene since 2001!
Our friendly staff use the gear they sell. Not only are Hikoi staff super friendly who know their product they are also outdoor lifestylers who have a keen love for the outdoors and travel. Our staff have the right advice to give. We love to help!
Products we sell – 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.

Paper bags! – When you shop at Hikoi you get your purchase in a recyclable, or reuseable paper bag. No nasty plastic ones 🙂  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.
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 – customer rewards! Read all about how Hikoi reward our registered customers in below

Hikoi Customer Rewards

You must be a registered Hikoi customer either in a store and/or Online to benefit from Hikoi Customer Rewards

HIKOI DOLLARS
What are Hikoi Loyalty Dollars and 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!
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!

When you register and shop 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 there for you, our loyal customer!
NOTE: To register an online account with us you must tick the ‘create an account’ box at the time of checkout or you can register now here

If you’re a return, already registered in a store, Hikoi Customer but brand new to online shopping, we can credit your store earned Hikoi Dollars to your account before you shop online and so you can use them to save!

To use them now on a purchase please make sure you register online first here then email us info@hikoi.co.nz before you shop online. If you would like to receive Hikoi Birthday Vouchers each year then please also enter the month of your birth in the registration form

BIRTHDAY VOUCHERS

What are Hikoi Birthday Vouchers and how can I earn and redeem them?

Hikoi’s has a now famous Birthday Voucher that we have sent out to all our registered customers on their birthday month each year for over 10 years now!

If you register your d.o.b when you set up your customer account with us (either instore or online) you will be emailed a Hikoi Birthday Voucher on the month of you birthday every year! In this email there will be a birthday coupon code contained. Simply mention this code instore or enter it online at the time of checkout to redeem your 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?…

If you have any problems using any of Hikoi’s 2 rewards programmes or have any questions please contact us by email info@hikoi.co.nz – we always reply to your email

 

NOTE: Nearly all the time you shop with Hikoi you can use your rewards as you chose however during certain promotionscertain  t’s and c’s on redeeming Hikoi’s Customer Rewards can apply and may vary between promotions. This doesn’t happen often and full t’s and c’s on a promo can always be found on our promotions page

Hikoi reserve the right to make changes to t’s and c’s without prior notification. For any questions please email info@hikoi.co.nz

MORE REWARDS

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 week 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 coupon codes 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) 7 378 8311 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 (currently under repair)

4) 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,  and our Outlet store in Cambridge.

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 addressHikoi 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 three 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.  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, providing it is on the daily courier by 3pm, is overnight on any working day and South Island delivery is 2 days. In some cases we might be out of a temporarily out of a size and reordering it may add 1 or 2 days to delivery time but we will always communicate any delays with you.

Deliveries to isolated locations or RD addresses sometimes take an extra day to arrive.
Couriers do not run on public holidays.
If there are any foreseen delays our customer service team will always contact you to advise.
Deliveries times to Australia:  If you have selected the cheaper untracked option please allow approximately up to 10-13 working days to Australia and up to 21 working days for the rest of the world (but generally delivery is much quicker than this) If you have selected a tracked delivery option please allow 3-6 working day to Australia and up to 10 working days for the rest of the world.

What are Hikoi’s delivery charges?

ALL New Zealand Orders = FREE! 

All orders at Hikoi Online now come with freight free delivery! If you need to make an exchange of size etc the 1st exchange is ALSO delivered freight free.

Any return freight is on the customer

Delivery Overseas

Delivery charges for overseas orders are calculated in the following way:

Untracked Option :

Freight to Australia is calculated by taking 15% of the items original $ value. If more than one item is purchased it’s charged off 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.
Freight to R.O.W is calculated by taking 20% of the items original $ value. If more than one item is purchased it’s charged off the highest priced item purchased.

eg on a $200 item the delivery cost will be: NZ$200 x 20% = NZ$40 less GST = NZ$34.78.

Tracked Option: Opt to have your order sent by a faster, tracked post couirer service.
Is calculated as above but adding $20 for Australia and $40 for R.O.W

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 you can choose a pick up in the checkout 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 1-2 working days (Nth Island) or 2-3 working days South Island but in some cases it may take longer especially if you live in a remote location or rural.

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 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