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FAQ
PAYMENTS
WHAT PAYMENT METHODS DO YOU ACCEPT?
Crisp Home + Wear accept Mastercard, Visa, Poli, Laybuy, Afterpay and Crisp Home
+ Wear Gift Cards.
CAN I LAYBY ITEMS?
Crisp Home + Wear offers layby purchase options both in-store and online through third-party applications Laybuy and Afterpay.
HOW DO I GET A TAX INVOICE?
If a purchase is put against your account a tax invoice can be accessed at any time. For Online purchases, if you log onto your account online and go to order history, your tax invoice can be downloaded. If you have purchased In-store, please contact your closest store giving the date of your name, phone number and the date of purchase, and the team will be able to email you your receipt. If you opted out as a guest online or did not give your name in-store, a tax invoice will not be able to be accessed.
ONLINE ORDERS
CAN I CANCEL MY ONLINE ORDER OR CHANGE MY ADDRESS?
Please get in touch with our online customer services team.
Phone
Most online orders are fulfilled from our Auckland Warehouse within 24 hours of receipt. Cancellation requests cannot be guaranteed.
HOW DO I RETURN MY ORDER?
Please refer to our Returns policy and follow our Returns process in this link.
CAN I EXCHANGE AN ONLINE ORDER?
Absolutely providing it falls within our 14 day returns timeline and meets our Returns Policy.
HOW LONG DOES IT TAKE TO RECEIVE A REFUND?
Should your return arrive to us within the 14 day returns timeline we will process your refund within 7 days. You will receive email notification that the refund has been processed.
Your bank may require additional days to process and post this transaction to your account once they have received the information from Crisp Home Limited. Please allow up to 3 working days before contacting us.
WHAT IS A FINAL SALE ITEM?
Items marked as FINAL SALE cannot be returned for a store credit, exchange or refund.
SHIPPING
DO YOU OFFER FREE SHIPPING?
For domestic orders over $150, we offer free delivery. For domestic orders under $150 our freight charges are $6 Auckland and $10 Rest of NZ.
Please note bulky or oversized items may be excluded from free delivery or may incur additional freight charges over and above our standard delivery fees.
Please refer individual product pages where it is noted if a product is deemed to be bulky or oversized.
For such products once purchased, we will contact you with the freight cost.
WHAT ARE YOUR SHIPPING COSTS AND TIMEFRAMES?
Shipping Costs within NZ
We offer a standard courier service.
For orders over $150, we offer free delivery.
Please note bulky or oversized items may be excluded from free delivery or may incur additional freight charges over and above our standard delivery fees.
Please refer individual product pages where it is noted if a product is deemed to be bulky or oversized.
For such products once purchased, we will contact you with the freight cost.
Should you require a freight quote prior to purchase please contact or Online store. Contact Us
For orders under $150 charges are as follows:
Standard delivery fee for Auckland is NZ$6 (this covers Albany, Drury, Howick, Airport, Henderson and everywhere within that area).
Standard delivery fee for the rest of the New Zealand is NZ$10
Our Standard delivery fees includes rural delivery. Please allow an additional 2 days for rural delivery.
Our couriers are unable to deliver to Post Office boxes.
Shipping costs outside NZ
Shipping rates (via International courier through NZ Post which provides both tracking and insurance cover) are detailed below.
All additional duties and taxes are payable by the purchaser.
United Kingdom / Ireland / Spain / Italy / Germany / Switzerland NZD$105
Australia NZD$35
Japan / China NZD$95
India / United Arab Emirates / South Africa NZD$175
These shipping destinations can be specified at the checkout.
Please note that these freight costs only apply to orders under 5kgs.
For orders with bulky items or over 5kgs outside of New Zealand please contact our Online Store. Contact Us
Shipping Timeframes
Online orders are dispatched Monday to Friday weekly.
Please note online orders are not dispatched on public holidays. Should your order be placed on a public holiday please allow an additional 2 days for dispatch.
HOW CAN I TRACK MY ORDER?
We will email you on dispatch with tracking details. You can also find the tracking details against the order in your account. Click on the tracking number to go through to the couriers tracking system.
Should you have any concerns please email online@crisphomeandwear.co.nz
HELP MY PACKAGE IS LOST?
Please get in touch with our online customer services team.
Phone
PURCHASING
HOW DO I USE MY 10% WELCOME DISCOUNT?
Crisp Home + Wear offers a 10% Welcome Discount Code to be used against your first purchase when you sign up to receive our marketing emails.
On signing up, you will be emailed a code to enter at checkout against your order. The code is emailed within 15 minutes of signing up. Should your code not appear in your inbox within this timeframe, please check your spam emails.
Please note the Welcome Discount Code is not automatically applied at checkout and can only be used once against each customer's address. The Welcome Discount Code is not redeemable against sale items and cannot be used in conjunction with any other offer or promotional code.
HOW DO I BUY A GIFT CARD?
Crisp Home + Wear offers two different sorts of Gift Cards, Online Gift Cards and In-Store
Gift Cards. Online Gift Cards may only be redeemed through our online store; on purchasing, the Gift Card will be emailed to the email address entered at checkout; this may
be your email address or the recipient’s email address. An In-Store Gift Card may only be
redeemed in-store. Should you wish to purchase an In-Store Gift Card, please contact our
online customer services team; the transaction will be processed as a phone order, and the Gift Card will be couriered to the recipient. A courier fee will apply.
DO YOU OFFER A GIFT WRAPPING SERVICE?
Yes, we offer a gift-wrapping service for In-store and Online purchases. When purchasing a gift Online, please tick the box in the Cart if you require the purchase to be gift-wrapped. A gift tag is attached to gift-wrapped products. In the Special Instructions box, please enter your special message so that it may be added to the gift tag along with any special delivery notes.
ARE ALL PRODUCTS SHOWN ON YOUR WEBSITE AVAILABLE IN BOTH OF YOUR STORES?
Not all products and brands shown online are available in our stores. For specific stock enquiries, don’t hesitate to contact your closest store or use the stock availability function on the website by clicking the Check Online & In store Availability button at the top of each product description.
HOW DO I KNOW WHAT GARMENT SIZE TO PURCHASE?
Most of our clothing items have measurement details listed however should you require further information please call our in store team who can assist you with further measurements.
WHERE CAN I FIND PRODUCT DIMENSIONS?
Most of our products have measurement details listed however should you require further information please call our in store team who can assist you with further measurements.
WHY AM I UNABLE TO PURCHASE PRODUCTS TAGGED 'IN STORE PURCHASE ONLY' ONLINE?
Items on our website marked in-store purchase only are considered too fragile or oversized to ship. If you wish to purchase an item marked in-store purchase only, please contact our online customer services team. We can process phone orders and hold the item in store for your collection.
DO YOU OFFER TRADE DISCOUNTS?
Yes, we offer Trade Discounts on a select range of products to professional interior designers. Please get in touch with our online customer services team. Trade Discounts do not accrue loyalty points and cannot be used with any other offer.