OFFICIAL NEW ZEALAND SHOP
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HELP / FREQUENTLY ASKED QUESTIONS

If the answer to your question is not on this page or you need further assistance please contact us.

Do you deliver internationally?

Deliveries can only be made within New Zealand.

How do I order?

Step 1. Choose a catalogue from the menu eg. Jackets, T-Shirts, Polos.  Click on the catalogue image to view the product in that category.
Step 2. Choose a product from the pictures in the sub-menu and click on the image to view the product details.
Step 3. If you wish to order the item, then please choose your size, quantity and preferred colour from the drop-down menus.
Step 4. Add the item to your shopping cart by clicking on the 'add to cart' button. Then follow the onscreen instructions to complete your order, or order additional product.

If you have any trouble ordering please contact us.

What payment options are accepted?

We accept Visa and MasterCard. If you do not have a Credit Card, and live in New Zealand, payment can be made by Direct Credit.

How long does delivery take?

Within New Zealand (CourierPost)

  • A flat shipping rate of $5 applies.
  • This is for orders shipped within New Zealand only.
  • Someone must be present to sign for delivery of the parcel.
  • Delivery in the North Island will be the next working day (except rural areas which will be 2-3 working days).
  • Delivery in the South Island will be 2-3 working days.
  • These delivery times are after our handling time. Handling time can take up to 7 working days.

Where is my order?

To find out the status of your order please login to your account. Alternatively you can contact us. If you feel that your parcel may have been lost or delayed, please contact us immediately.

If your parcel is overdue by one month from the expected delivery date, we will need to launch an investigation with our freight provider. This will be done once you contact us to let us know that your parcel has not arrived. Outlined below are the steps that will be taken to rectify the situation:

  • Customer notifies Emirates Team New Zealand Shop of the missing parcel.
  • After one month stand-down period, we will launch an investigation with our freight provider.
  • Our freight provider will send a letter asking for the customer to confirm that they have not received the original parcel.
  • It is important for the customer to sign and return this letter immediately either by fax or by scanning and emailing. Failure to do this means the investigation cannot be taken any further and no replacement parcel or refund can be provided.
  • Once the customers letter is received we are able to re-send the parcel (on an Express shipping method at our cost) or a refund can be provided.
  • The Customer must notify us if either the original parcel is received at any time after the investigation has been launched.
  • If the original parcel is received and the replacement parcel arrives, the customer is required to reject delivery and notify us of this by email immediately.

If you have any further enquiries regarding our lost parcel procedure, or would like to notify us of a missing parcel, please contact us.

Incorrect Orders

If you receive any incorrect items in your order, please verify that they are different than what is displayed on your order confirmation.

If the items that are shipped are different than the items that are included in the order confirmation, we will exchange them and reimburse you for the shipping charges that you incur when you send back the incorrect merchandise. We will ship out the correct replacement items as soon as possible once we receive the original items.

If the items that you receive are the same as the items that are included in the order confirmation, but are different than what you intended to order or they do not fit, we will still exchange them for you, but we will not reimburse you for your shipping charges. We will ship out the correct replacement items immediately once we receive the original items.

Please check in the shopping cart and the order confirmation that you receive by email, that the order includes the items, quantities, colours, sizes or other variations that you intended to order.

If you realize that there is a mistake in your order, please contact us immediately, so that we can stop and correct the order before it is shipped, or if possible take other corrective measures if the order has been shipped already.

Returns Policy

If you receive any incorrect items in your order, please refer to the incorrect orders section above.

If you are unsatisfied with your product, please return it to us for an exchange or a full refund (excluding postage) within 14 days from the date of delivery.

Please ensure that the tags are still on the product, that it is still in the original packaging and that the product has not been worn and is in exactly the same condition in which you received it.
No customer damaged or worn products will be accepted back for refund or exchange.

In the unlikely event of there being a fault with a garment or accessory, we will endeavour to send a replacement, or we will give you a refund. This includes a credit to your card / account for the cost of your return postage.

If you have any questions regarding returns, please contact us and we will be more than happy to advise.

Please contact us before returning any product.

Exchange Rates

To view the prices on our product pages, shopping cart and checkout in your currency please click on the currency converter. Click on the currency converter and then choose from the currencies shown in the drop down box. When you have selected the currency, the page will refresh and the converted amounts will appear.

Please note that all currency conversions shown on our site are approximates only.  When your credit card is charged the conversion will be done by your credit card company and not by www.emiratesteamnzshop.com