Shipping and Returns

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) 7 378 8311 or free phone in New Zealand 0800 2 HIKOI (0800 244 564) so that we can either track and trace your order.

 

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
44 Heu Heu Street
Taupo 3330
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 Hikoi Taupo. 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.