Shipping - FAQ
Shipping + Courier
If your order is confirmed and paid for before 12pm Monday to Friday, we will aim to ship the same day. Orders received after 12pm will be shipped the next business day. Orders received on the weekend will be shipped on Monday. All orders to a non-rural address can expect delivery in one to two days after receiving shipping confirmation. This is not guaranteed however, and we do encourage you to contact us if your order is required in a short time frame. Over the Christmas period please allow a few extra days on top of this for delivery.
Our preferred courier service is Courier Post. All deliveries must be signed for and are not able to be delivered to PO Boxes. Please bear this in mind when supplying your shipping address. When your order is shipped you will receive a confirmation email with a link to tracking details. It can take some time for your order to enter their system so if it doesn't show up straight away, please check back later.
Our New Zealand shipping rates are based on order value and whether we are shipping to a rural address.
Nationwide with order value above $150 FREE
Nationwide with order value below $150 non rural $10
Nationwide with order value below $150 rural $15
We offer $25-$30NZD flat rate shipping to Australia. (depending on weight)
International shipping rate is estimated at a flat rate of $50 - 80NZD depending on the weight, Occasionally items are too large or too heavy for us to ship internationally. If you place an order with any of these items in it, we will get in touch with you to discuss your options. Or you can email us at firstname.lastname@example.org and we will sort you out.
CLICK + COLLECT
What is Click & Collect?
Hate missing couriers or live locally? Click & Collect is our exciting in store pick up service; shop online, but instead of having it delivered to your home or work address (and missing a courier) you can choose to pick it up.
To use it, select 'collect in store' at check-out when placing an online order.
Can I pick it up immediately?
Your order should be ready to collect the same day, if ordered before 12pm.
Please call (03) 4349924 between 10am - 3pm to arrange a pick up time. Or email us @ email@example.com.
Do I need to print anything out?
We just need to see your Order Confirmation email – you can save it to your phone and show us that way, or print it out!
Can I get someone else to pick it up?
Yes! As long as they can show us the Order Confirmation email when they collect it.
Can I call anyone to find out more?
Our Customer Care team is always here to help - if you have any questions, contact us on (03)4349924 or firstname.lastname@example.org
DO YOU GUYS ACCEPT RETURNS?
Unfortunately we don't. As a small family business, we don't have the power of some of our major competitors and can only offer exchanges. But don't worry, we have plenty of great options you can exchange for.
Please call us to discuss if you are unhappy.
CAN I CHANGE MY MIND AFTER I HAVE PLACED AN ORDER?
Yes it is possible - please call us on (03) 434 9924 to see if we have packed and sent your order and if we haven't, we will arrange to change it for you.
HOW DO I SEND BACK AN ITEM?
To send back an item for exchange, please email us at email@example.com to discuss all options first. or call us on (03) 434 9924
HOW DO I USE A PROMOTIONAL CODE?
Once you're at the checkout stage, enter your promotional code into the designated field, and click 'Apply Code'. If the code is valid, your discount will be applied! Please note, only one promotion/discount code is redeemable per order.
WHAT IF MY ITEM IS FAULTY?
First of all, sorry about your faulty item. We will aim to solve this issue for you as fast as possible. Please help us by providing a photo or two showing the defect/fault, which will speed up the returns process or just give us a call on (03) 434 9924 within our store opening hours. Alternatively contact us at firstname.lastname@example.org to discuss.
HOW LONG DO I HAVE TO EXCHANGE AN ITEM?
We offer exchanges for items that are full price and returned to us within 14 days after you have received your order.
HOW LONG IS DELIVERY?
National orders-Once your parcel has left our store, it should arrive to you in approximately 2-5 business days, depending on the delivery method you chose and what area you live in. International orders will take anywhere between 1-3 weeks.
WHAT IF I AM NOT HOME WHEN MY ORDER IS DELIVERED?
If you are not at home when your package arrives, the courier may leave a card in your letterbox. Follow the instructions on the card to organise pickup.
For international orders, if no card is left, you should check with your local post office, as all international deliveries require a signature.
WHAT HAPPENS IF MY PARCEL DOESN'T ARRIVE, OR IS LOST IN TRANSIT?
Once your parcels have left our store, they are then property of the courier company. William Bee General Merchants is legally not responsible for lost or damaged goods. However if your parcel does not reach you within our delivery time, we will do all we can to track and find your parcel for you. Contact us at email@example.com
If you are unsure of a garments care label, always ‘cold hand wash’ to avoid any damage in the garments fabric. For garments that specify dry-clean only, we recommend the use of a specialty dry cleaner. If an item is made from viscose, we recommend this to be a cold hand wash or spot clean if possible. If your garment is damaged because it was washed incorrectly, we are unable to accept this back as a return.
WEAR AND TEAR
If you damage a garment or product after wearing it e.g a button falls off or the zip breaks because of ‘wear and tear‘ we cannot accept these garments or product back for a return or exchange.
NEED ANY FURTHER HELP?
Our team at William Bee are always working to improve your experience with our store. We really appreciate your feedback and ideas and are always happy to hear from you.
We are also here to provide you with assistance in all aspects of your shopping experience. So feel free to email us or chat with us on (03) 434 9924 or firstname.lastname@example.org