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RETURNS

How do I return an item?

We try to make sure that you are happy with all of the products we send to you, but if you ever do need to send anything back to us, it's super easy Send us a message from our contacts page and we will take it from there.

When will I receive my refund?

Depending on how fast your postman is, it can take up to 10 days for your returned parcel to reach us. Once we have received your parcel we will refund your order as quickly as we can. Payment will be refunded within 30 days, most cases this will be sooner. (Please note that refund times are dictated by your card issuer and are outside our control).

Received a wrong or faulty item?

We try to make sure that you are happy with all of the products we send to you, but if you ever do need to send anything back to us, it's super easy Send us a message from our contacts page and we will take it from there.

I have been refunded the wrong amount.

We're sorry that you've been refunded the wrong amount. Contact customer service here with your order number and details and we will be happy to look into this as quickly as possible.

Do you exchange returns?

Currently we are not able to offer an exchange through the website but once your return is received your refund will automatically be processed. If you wish to receive another item, simply place a new order.

How long can I keep my order before returning it?

Your return must arrive within 14 days of placing the order. If we receive your return after this date then we reserve the right not to refund you.

What do I do if my item is faulty after I have worn it?

We are very sorry you have received a faulty item in your order. If this was not due to misuse or abuse of the product, please return this to us for a full refund. We will refund, via the original method of payment, the price paid for the item on the receipt. If this is the only item on your order we will also refund the delivery charge. Read our returns policy for full details.

DELIVERY

Which countries do you deliver to?

At this stage we only deliver to New Zealand and the United States.

My parcel is missing - what do I do?

If you have yet to receive your parcel, we're sorry. Check with your neighbours first to see if they've signed for your parcel. For any orders that are delivered to a neighbour a calling card will be put through your door to advise you of the property name or number it has been delivered to. If you're still not able to locate your parcel, don't worry, contact us on customer services and we'll help you....

Can I change my order?

As soon as you place your order we'll start getting it ready. Because we're so speedy at getting it to you, we can't cancel it once it's been ordered. For information on returning your order, see our returns policy.

Can you deliver to a different address than my billing address?

Yes, but remember your billing address must match the address that your payment card is registered to.

ORDERS

Do I need to create an online account to place my order?

We've made it super easy to place an order at PinoyOnlineStore.co.nz, you don't have to create an account and we'll only ask you to set a password, that's it simple as that!

Can I purchase without a credit card?

Yes, you can purchase without a credit card. Choose Direct Bank Transfer during Checkout, pay to our designated Bank Account and will process your order once the funds have been credited.

Can I change my order ?

Unfortunately not, however, if you no longer want your order, you can return it to us to receive a refund. Check out our full returns policy.

Can I pre-order an out of stock item or an item not in the website?

Not directly from the website. Send us a message via our Contact Us page and we can start from there.

What happens if the product I've ordered isn't in stock?

Whilst our system is cleverly designed to ensure that stock levels are always accurate, and that products ordered are available - sometimes it can make a mistake, it's only sometimes and we'll work hard to make sure that it doesn't happen again. If this has happened with your order, we're sorry, we will contact you by email to let you know your options and find out what you would like to do.

I haven't received an email confirmation for my order.

Although it upsets us to think that your account might consider our emails as junk, sometimes they can end up going into your junk folder, have a look to see if we're hiding in there and add us to your safe senders list to stop this from happening again. It's also worth checking the "Order History" on your account. If you do have an order number, check that your email address is correct. If, however, there is no recent order listed it means that your order has not been successful and you will need to try again.

Will I get an order confirmation?

Once you've placed your order we'll send you a confirmation email containing all the details of your order.

My Promotional/Discount code did not work - what do I do?

It's all rather easy to pay with a promo code but if you're having difficulties, contact our customer service team and we'll sort it out for you.

GENERAL

How do I make a complaint?

We try to make sure that you're happy with all of the services we provide at PinoyOnlineStore, in the event that you need to complain, email info@pinoyonlinestore.co.nz and we'll do our best to make you happy again!

HAPPY CUSTOMERS

  • Been looking for range hood filter for my rental apartments for sometime now and finally got into your website. It was easy to order and fast to receive my parcel.

    Testimonials
    AGEA Apartments Limited

  • Just wanted to compliment you on your excellent customer service. I just had to amend a delivery address due to online gremlins and the lovely lady I spoke to was extremely helpful and the address was changed without question or fuss! Thank you! ?

    Testimonials
    Sam

  • Love PinoyOnlineStore, easy and convenient. LOVE the shop. Would highly recommend it.x

    Testimonials
    Danielle

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