COVID-19 UPDATES

Alert level 3

Our stores are closed at Level 3 except for contactless Click & Collect. Our full range is online 24/7. Our team is doing its best to support all customers, thank you for being patient with us.

Stores, Products & Services


Are stores open?

At Alert Level 2 & 3.2, our stores are open. At Alert Levels 3 & 4, all stores are closed to the public for everyday shopping but our full range of products is available online. For regions at level 4 we have small teams processing and fulfilling essential products from some Auckland locations including our North Island Fulfilment Centre.

What stores are NOT available for Click & Collect?

All Auckland and Northland stores under level 4 restrictions.

Can I order anything?

Our full range will be available online for you to shop, however, if you are in an area under Alert Level 4 your order will be fulfulled from outside of level 4 regions.

Will you be carrying out installations and assembly?

Yes, we can carry out assembly of products during Alert Level 2 & 3.2. Unfortunately under Alert Levels 3 & 4 our installation and assembly services are not available. If you have a booking for a service and you are in a Level 3 or 4 area, it will need to be rescheduled. Please contact our team once our stores reopen to arrange a new appointment.

Will you take repairs/faulty items?

Yes, we can accept repairs and faulty products during Alert Level 2 & 3.2. Please refer to our Returns Policy here. Unfortunately, we aren’t accepting repairs or faulty product returns under Alert Levels 3 & 4.

Will I be able to get my order from store if I ordered online?

At Alert Levels 2, 3.2 & 3 you can order online for Click & Collect. Learn more about Click & Collect here. At Alert Level 4 we will only be offering delivery.

Where can I find more about business rules through lockdowns?

Please see this website for more information: https://www.business.govt.nz/covid-19/operating-at-alert-levels/

Can I order online?

Yes, you can still shop online and we'll have your order delivered or ready for contactless Click & Collect as quickly as possible

Are there limits on products?

Currently, there are no limits on products.

Are there any changes to store operating hours?

At Alert Level 2 & 3.2, stores will operate at their normal hours. At level 3, all stores are closed to the public for everyday shopping. Our full range of products is online for either delivery or contactless Click & Collect.

Safety

What safety measures are your team taking to stay and ship safely?

We are working safely in line with our PPE, Safe Distancing and Hygiene Policy which aligns with the government's COVID-19 regulations around wearing masks, safe distancing, cleaning protocols and not allowing unwell team members at work.

How will safety be ensured for contactless ‘Click & Collect’ under level 3?

We have a Working Safely at Alert Level 43 Policy that aligns to the regulations guidelines set by the government including the health orders set-out by the Director General of Health. Under level 3, stores offering contactless Click & Collect will: Practice safe distancing at the contactless Click & Collect touch points, including sanitising high touch areas. To support this there will be barriers, signage, and other equipment. QR Codes tracing will also be available.

What will happen to my click & collect order that was placed before the lockdown occurred?

If you have placed an order for click & collect prior to the level 4 lockdown, and you're in a region that is at alert level 2, 3, or 3.2, you can now collect your order. You will be notified when it's ready for collection. If you are in a region under alert level 4 restrictions, you will need to wait until level 3 to collect your order from our stores.

What will happen to my click & collect order that was placed before the lockdown occurred?

If you have placed an order for click & collect prior to the level 4 lockdown, and you're in a region that is at alert level 2, 3, or 3.2, you can now collect your order. You will be notified when it's ready for collection. If you are in a region under alert level 4 restrictions, you will need to wait until level 3 to collect your order from our stores.

Are you still running Click & Collect outside your stores?

At Level 2 & 3.2, you’ll need to collect your click and collect from inside our store. At level 3 we will run a contactless click & collect service from pick-up point outside of stores where you can provide your order number and collect your items in a safe and contactless way.

Aren’t you putting more team members, the public at risk?

Our stores are open in line with government guidelines for Alert Level 2 & 3.2 and our team members are following safe distancing and hygiene protocols in line with these guidelines.

What are your precautions for items like headphones etc?

While in Alert Level 2 & 3.2, you need to ask a team member for assistance if you would like to try certain items such as headphones or smart watches.

Will I need to wear a face mask when collecting my order?

Yes, you will be required to wear a facemask.

Will your store teams be provided with PPE gear?

Yes, our teams will be following PPE, hygiene and safe distancing processes in line with the government guidelines for Alert Level 2 and 3.2.

Contact Tracing

How do I sign-in at my local store during Alert Level 2 and 3.2?

In line with the New Zealand governments recommendation, we encourage all customers to scan in using the COVID 19 QR tracing app before entering our stores and for those who do not have the app, we will have a manual sign-in process in place.

Payment

What payment types can I use?

We currently accept the following credit cards:

  • Visa
  • MasterCard
  • American Express
  • Purple Visa Credit Cards
  • You can also pay using Click to Pay
  • ZIP is also available with a minimum spend of $50

Can i used a giftcard to purchase online?

Unfortunately gift cards are only redeemable in store.

Will you be able to process refunds for online orders that weren't able to be fulfilled before Alert Levels 3, 3.2 & 4 occured?

Yes, we will be able to process refunds for online orders that haven’t been fulfilled yet. Email the details to [email protected] and we can get the process started.

Delivery, Pickup & Returns

Are your deliveries contactless?

We are shipping with safety in mind. All NZ Post deliveries are contactless and will be left at your door or designated spot. In case of oversized deliveries, we will coordinate directly with you to ensure there’s always a 2-metre distance between you and our delivery team.

When will I get my order?

Please note at Covid 19 Alert Level 2, 3 & 4 Standard delivery times may be impacted. For up-to-date delivery timings please refer to the 'deliver to door' time on the product page of the item you are purchasing. If you have already placed and order for the most up-to-date status of your package, please use the tracking information that has been emailed out to you to see where your package is.

I ordered something and it hasn't arrived yet, when will it be delivered?

Our teams are working at pace to get these delievered to you as fast as possible, however if there is high demand you may experience some delivery delays. You can check our delivery page for the most up-to-date information on delivery timings or if you're a registered user, you can track your order from your account.

Why is my order arriving in separate packages?

We are working as fast as we can to get your order out to you. In some cases, orders with multiple items may be delivered as separate packages. When your order comes in, we look at each product and see where we might get the item/s from to get the products to you as quickly as possible. Sometimes, stock of particular items might be low in one distribution centre, so rather than making you wait for your full order, we send out what we can and source the other items from other distribution centres or dark stores. Thank you for your patience.

Why have I only received some of the items in my order?

We are working as fast as we can to get your order out to you. Orders with multiple items may be delivered as separate packages. If you have received part of your order, please be rest assured we are working hard on getting the rest of the items to you as quickly as possible.

What is the returns policy under level 3?

Unfortunately, we aren’t accepting returns to our stores under Alert Level 3. You can return your item once we reopen our stores under Alert Level 2. For damaged or faulty product returns, please see our full returns policy here.

Can I cancel my order?

If you would like to cancel order, please email us at [email protected] and be sure to include your order number.

Can I return my order to my local store?

Yes. Please refer to our Returns Policy here. At Alert Levels 3 & 4 our stores remain closed for everyday shopping and will not be accepting returns.

Can I exchange my product for another?

Yes, you can exchange an item instore during Alert Level 2 & 3.2 as long as it is still in a re-saleable condition. Please see our full returns policy here. At Alert Levels 3 & 4 our stores remain closed for everyday shopping and will not be accepting returns.

Contactless Click & Collect

During what times will Click & Collect be open?

Click & Collect will run as per our store trading hours for regions in alert level 2 & 3.2./p>

How will the contactless click & collect work?

You can place a contactless Click & Collect order online and select the store you’d like to pick up from. You will be notified via email and text. There will be a pick-up point outside the store where you can provide your order number and collect your items in a safe and contactless way. Please bring your order number and the surname associated to the order along with your ID.

How will you notify customers that their orders are ready for collection?

We will email and/or text you when your order is ready at your selected store for you to collect.

How will customers be identified at the point of collection?

The person collecting the goods needs to show ID. Acceptable ID types are photo IDs such as:

  • New Zealand driver's licence
  • Passport
  • 18+ card
  • Photo Credit Card

Is there a limit on products which can be ordered and collected?

Not at this stage. Customers can order from the full product range, however we encourage them to be mindful of their ability to transport their items safely after collection.

What if I am unable to lift my order into my vehicle?

If you require assistance lifting oversized or heavy items into your car, please speak to one of our team members and they will endeavor to help you if we can do so safely. They will be required to wear PPE and we will require you to keep a safe distance from our team members while they do this. The team member(s) will not be permitted to go on or in any vehicles to assist.

How will safety be ensured for Click & Collect under Level 2 & 3.2?

We have a Working Safely Policy that is in line with government guidance on operating safely under Alert Level 2 & 3.2.
Under Level 2, stores will:
- Practice safe distancing and to support this there will be barriers, signage and other equipment
- Ensure surfaces, including trolleys, are cleaned regularly
- Have hand sanitiser stations available at entries for customers
- Have signs and radio announcements about safety
- Ensure team members wear masks at all times
- Gloves will be worn when completing tasks that require it, and hand sanitation is enforced.

How long will it take from ordering to collection?

We will notify you by email when your order is ready to be collected. Generally it takes only a few days but there may be delays based on anticipated increased online orders.

Will contactless Click & Collect be any faster than normal delivery?

We can’t guarantee your contactless ‘Click & Collect’ order will arrive quicker than a home delivery order. This is because your order may originate from our online fulfilment centre and will need to be sent to your collection store. The days in between is the time it takes for your order to be picked and travel to your collection store.

I haven’t been notified that my order is ready yet. Why is it taking so long?

Our team is working hard to get all of your orders ready to collect as fast as possible. Some stores may not have the product in stock, so we will either be fulfilling your order from our central fulfillment centre or relying on our suppliers and their distribution network to help. Unfortunately, we are unable to transfer between stores during this time as we are focusing on using our fleet to move products from our distribution centre to stores where they are urgently needed. Where there is a delay, we will endeavour to let you know. Rest assured, we are working hard to ensure we can fufill your order as soon as possible.

Is the contactless 'Click & Collect’ option free?

Click & Collect is a completely free service!

Can someone else collect my order for me?

Someone can collect the order for you, but they will need to bring the order number and the surname of the person who ordered it. They may also be asked to present their ID so that we can note in our records who collected the order.

Can I cancel my contactless ‘Click & Collect’ order?

If you would like to cancel your contactless Click & Collect order, please email us at [email protected] and be sure to include your order number.

We encourage all customers to download the NZ COVID Tracer app.

  • App Store
  • Google Play