WHOLESALE SHIPPING
CAN I COLLECT MY ORDER?
We would love to see you, if you are local to our warehouse. In order to collect directly from our warehouse you need to have received a confirmation email stating your order is ready for collection.
WHEN WILL MY ORDER ARRIVE?
Unless a date has been specified by you at time of purchase, please allow 3-5 days for your order to be processed. This delivery window only applies for garments in stock and without branding. If a MOQ (Minimum Order Quantity) has been advised by your sales Team member then this will also impact the speed of dispatch - we can work around this though so just let the Team know of the date you need the order by. All North Island deliveries are dispatched with an overnight courier, with the South Island deliveries dispatched as a 2-day courier. Quoted delivery times are estimates only – we cannot be responsible for delays due to causes beyond our control. Items that need to be ordered will take up to two weeks for delivery, with items needing to be manufactured taking 10-12 weeks. Timeframe may be extended should any embellishment be required.
WHOLESALE RETURNS
WHAT IS YOUR RETURNS POLICY?
Faulty goods can be returned at any time, all other items can be returned in their original condition with labels and packaging within 14 days of receipt. Damaged, worn or altered garments will not be refunded. If a fault should appear after a garment has been worn, please launder the item and photograph the fault, before returning the garment to our Head Office. Shipping costs of returning any item will be at your own expense unless the item is confirmed as faulty by our Customer Service Team. In the case of a fault Customer Service will arrange collection of the garment. All rights under the Consumers Guarantees Act will be upheld.
RETAIL SHIPPING
CAN I COLLECT MY ORDER?
We would love to see you, if you are local to our warehouse. In order to collect directly from our warehouse you need to have received a confirmation email stating your order is ready for collection, and have chosen ‘collection’ as your method of shipping. Please keep an eye on our shop hours to ensure you come when we are open, so not to be disappointed.
HOW MUCH IS SHIPPING FOR RETAIL ORDERS?
Shipping is charged based on your location. The appropriate shipping costs are automatically calculated at checkout.
WHEN WILL MY ORDER ARRIVE?
Please allow 3-5 days for your order to be processed. All North Island deliveries are dispatched with an overnight courier, with the South Island deliveries dispatched as a 2-day courier. Quoted delivery times are estimates only – we cannot be responsible for delays due to causes beyond our control.
CAN I CHANGE MY DELIVERY ADDRESS?
If your order is yet to be dispatched, then we will endeavor to change your delivery address. To do so please contact us confirming your invoice number, delivery address we currently have on system and then the delivery address you’d like this changed to be. If there is any issue with your request we will notify you upon receipt of your email.
WHAT SHOULD I DO IF I HAVE NOT YET RECEIVED MY ORDER?
Use the tracking number that is emailed to you once the courier has collected your order from our warehouse. When your order is in transit, should you have any issues in receiving your parcel or need to change delivery address, you can do so by contacting the courier company directly and see if they can action your request. If you are unable to retrieve the email sent, please do contact us for a copy of tracking details and we’ll email these through.
RETAIL RETURNS
WHAT IS YOUR RETURNS POLICY?
Faulty goods can be returned at any time, all other items can be returned in their original condition with labels and packaging within 14 days of receipt. Damaged, worn or altered garments will not be refunded. If a fault should appear after a garment has been worn, please launder the item and photograph the fault, before returning the garment to our Head Office. Shipping costs of returning any item will be at your own expense unless the item is confirmed as faulty by our Customer Service Team. In the case of a fault Customer Service will arrange collection of the garment. All rights under the Consumers Guarantees Act will be upheld.
WHAT IS YOUR REFUND POLICY?
You can return your item(s) within 14 days of receipt so long as the item(s) is in original condition. Refunds are paid back via the original payment method at the original purchase price. If your order was paid by WINZ please provide your WINZ client number.
HOW DO I RETURN MY ORDER?
Contact us for a return authorisation number (RAN), at which time we will also provide you with the returns form for completion. Include the completed returns form along with the garment(s) in original packaging and address your parcel to:
Moana Clothing Ltd
30 Tauhinu Road
Miramar
Wellington
6022
Attn: Returns
It is strongly recommended that you use a trackable postage service (such as: NZ Post) as until your order has been received into our warehouse the items remain your property.
WHAT HAPPENS IF I HAVE A CHANGE OF MIND?
Moana Clothing does not provide a refund for your change of mind, so please choose carefully before placing your order.
CAN I RETURN CLEARANCE ITEMS?
Clearance items are at a discounted price and are for items that are being discontinued from our current stock service range. As such we do not offer refunds on any sale items, so please choose carefully before placing your order. You will easily be able to see when an item is on clearance as it will be included in the garment description.
WHAT SHOULD I DO IF I HAVE A FAULTY ITEM?
We really hope this doesn’t happen but if it does then as soon as the fault is discovered please email us with photos and a description of the fault along with the invoice number so we can look into this for you.