useful information

• An item in my order is incorrect
  If you have received an incorrect size or incorrect product: Upon receiving/viewing the product in its original condition and packaging, we will happily exchange/send you the correct garments (shipping at our cost), offer you an online gift code/voucher, and/or the option of a full refund. You will be refunded all related shipping costs to your original method of payment (within 3-5 working days).
• How long will my order take to arrive?
  We recommend that customers in major towns or cities allow 2-5 working days for their order to arrive. Customers outside of these areas should allow 2-7 working days. Please note that this does not include public holidays or weekends. Please be aware that estimated delivery times may also vary during or around public holidays. Whilst we do everything to ensure your order is delivered in a timely manner, we will not be liable for any loss or damage incurred by any person as a result of delay by our carrier that we have no control over or by any event which is out of our reasonable control or foresight including but not limited to any delay caused by an incorrect delivery address being provided to us.
• Can I return or exchange items that I buy online at T&T retail stores?
  Customers can exchange their items in store where one of our friendly staff will assist you in your exchange. To exchange your items in store, please follow these steps, to be completed within 14 days of receiving the product. 1. You must bring a copy of your tax invoice/packing slip in to store with the item/s that you would like to exchange. 2. Upon viewing the product/s in its original condition and packaging, our in store team will exchange the product/s for those of equal value. 3. Please note that under no circumstances will refunds be issued from a store for online purchases for any reason. 4. Please also note that online gift codes/vouchers can only be issued for online purchases sent back to our distribution centre and not exchanged in store. 5. Please note that due to hygiene reasons, we do not exchange swimwear.
• I've ordered the wrong size or colour, how can I exchange it?
  We can appreciate that purchasing on line can be a little difficult when you can't actually view the real product, so when purchasing for children, we suggest always going for the larger size. Customers who have made purchases from our website can return the product/s purchased to our distribution centre for an exchange/replacement or online gift code/voucher by following these steps, to be completed within 14 days of receiving the product. 1. Ensure the product/s is undamaged, unworn, unwashed, or otherwise unused condition, with all original labels/tags attached. 2. Email customercare@tandt.co.nz to register your reason for exchanging within 14 days of receiving the product/s. We will also be able to advise you on the quickest easiest way to resolve the issue. 3. Please also document your reason for the exchanging the item/s on the tax invoice, or packing slip, and include it in a package with the product you are sending. Please note the items or sizes you would like to exchange your order for. 4. Return the package with the product and documentation to our distribution centre at the following: To: T&T Fashions Ltd Customer Care Dept 3 Birmingham Road East Tamaki, Manukau Auckland 2013 Phone 09 274 8207 (This is to be returned to our distribution centre and should not be confused with our clearance outlet at the same address). 5. The cost of postage for returns/exchanges will be at your expense unless otherwise advised and refunds of any original shipping costs will be at our discretion. So please choose carefully. Please hold onto your return receipt and tracking number as proof until your return has been resolved. 6. Upon receiving/viewing the product/s in its original condition and packaging, you will receive an emailed confirmation with the tracking details for your new order. Your new order will be posted to you at no additional cost. 7. If your size is no longer available, we will refund to your original method of payment (within three to five working days. Please note this does not include public holidays or weekends) for the amount you paid for the product/s. 8. We are also happy of offer you an online only gift code/voucher to use on your next purchase if you would prefer. This code/voucher is also transferable so you are welcome to gift it to a friend or family member. This is to be entered at the checkout stage of yours or any online purchase in the ‘promo code’ box. This code/voucher cannot be used in conjunction with any other discount code or voucher. Only one code/voucher can be entered at a time. This code/voucher cannot be used to cover shipping costs. It also cannot be split up and needs to be used in one transaction. These codes/vouchers are also valid for a period of three months. 9. Please note that due to hygiene reasons, we do not exchange swimwear. Customers can also exchange their items in store where one of our friendly staff will assist you in your exchange. To exchange your items in store, please follow these steps, to be completed within 14 days of receiving the product. Please note this does not include our clearance outlet store located at 3 Birmingham Road, East Tamaki, Auckland 1. You must bring a copy of your tax invoice/packing slip in to store with the item/s that you would like to exchange. 2. Upon viewing the product/s in its original condition and packaging, our in store team will exchange the product/s for those of equal value. 3. Please note that under no circumstances will refunds be issued from a store for online purchases for any reason. 4. Please also note that online gift codes/vouchers can only be issued for online purchases sent back to our distribution centre and not exchanged in store. 5. Please note that due to hygiene reasons, we do not exchange swimwear.
• Is it safe to buy online using my credit card?
  Yes most definitely. We are committed to ensuring that your information is secure. To prevent unauthorised access or disclosure we have suitable physical, electronic and managerial procedures to safeguard and secure the information we collect online. We use SSL Technology, which encrypts (scrambles) your information whenever we are receiving or transferring your details on our site. This includes your credit card details, billing and delivery address. When it is encrypted, generally other computers are unable to make sense of it, therefore keeping the information private while it is being transmitted. When making an online purchase a small padlock symbol, or unbroken key will appear on your screen. This indicates that SSL Security system is operating throughout your transaction. This encrypting ensures that your details cannot be read by, or altered by outside influences. If at any stage you don not see the padlock symbol, or the unbroken key or are unsure about your security, please do not hesitate to contact us 0n 09 2748207. To double check for security, look at the URL or Location Line of your browser. If you have accessed a secure server, the first characters of the address in that line should change from “http” to “https” At T&T Fashions we do our best to provide you with a safe and convenient shopping experience. T&T Fashions limits the number of employees that have access to the databases that contain personal data and employees are advised of the importance of total confidentiality.
• Can I return swimwear?
  Due to hygiene reasons we do not exchange or refund swimwear. The only exception is if your swimwear is faulty or if we have sent you the incorrect style or size. In these instances we will happily meet our obligations under the consumer guarantees act. Please visit www.consumeraffairs.govt.nz for more information.
• How do I track my order?
  All orders are sent by Toll Couriers. To contact Toll Couriers for any questions regarding the shipping or tracking of your order, please see their details below: Website: https://www.tollgroup.com/contact-us/find-parcel-shipment Phone: 0800 865 569 To track you order, follow the link received in your dispatch confirmation email. Alternatively, you can track your order via Toll Couriers by following the link below. Tracking information will be available 24 hours after your order has been dispatched. Link: http://fasttracker-nz.tollgroup.com/ When you follow the above link, all you need to do is copy and paste your tracking number into the 'Consignment number'’ area. Then click the green ‘search’ button next to it.
• Are you delivering orders during Level 2 & 3?
  Yes, we are deemed an essential service and will be delivering orders throughout level 2 & 3.
• When will my order be picked, packed and dispatched from your warehouse?
  Please allow up to 2-5 business days for your order to be picked, packed, and dispatched from our warehouse. Business days are every Mon-Fri except public holidays when we are closed.
• How do I know if my order has been picked, packed, and dispatched from your warehouse?
  You will receive an emailed confirmation with your tracking details.
• What happens if I do not receive an emailed confirmation that my order has been dispatched?
  If you do not receive an email confirming dispatch after 2-5 business days, please check your ‘junk’ and ‘spam’ folders. Please note business days are every Mon-Fri except public holidays when we are closed. We recommend using your order number to search your inbox’s for faster location. If you still cannot locate it, please refer to question ‘What if I have not received an order confirmation email?’
• How long will my order take to be delivered?
  It is reasonable to expect some delays in the delivery of your order as demand rises. This is beyond our control however rest assured, we are trying our best to get your order to you ASAP. We recommend most customers allow approximately 2-7 business days for their order to arrive and an extra 2 days for addresses outside of major cities. Please note business days are every Mon-Fri except public holidays when we are closed. This is timeframe changing day by day as the situation continues to develop.
• How do I track my order?
  Please click on the link that says ‘click here’ in your dispatch confirmation email to track your order. All orders are shipped with Toll Couriers. Please contact them on 0800 865 547. They will be able to provide the most up to date and detailed information.
• Who can I contact to track my order once it has been dispatched from your warehouse?
  All orders are shipped with Toll Couriers. Please contact them on 0800 865 547. They will be able to provide the most up to date and detailed information.
• Why is the tracking link from my dispatch confirmation email not working?
  First, ensure that you have waited 24 hours for this to be live. After clicking on the link in your dispatch confirmation email that says ‘click here’, you will be redirected to the Toll Couriers tracking page.
• Why has my tracking info not been updated recently?
  Tracking info is not updated everyday and is only updated when your package reaches certain steps in the delivery process. This does not mean that nothing is happening or that your package is lost. As we are sure you can understand, there is significant pressure on all essential services throughout New Zealand as a result of the Covid-19 virus. Rest assured Toll Couriers are working as hard as they can to get your order to you asap. Please contact Toll Couriers on 0800 865 547 for the most up to date and detailed information.
• Who can I contact I have an issue with the delivery of my order?
  All orders are shipped with Toll Couriers. Please contact them on 0800 865 547. They will be able to assist you in resolving any issues directly.
• What if I have not received an order confirmation email?
  Please check your ‘junk’ and ‘spam’ folders. If you still cannot locate it and are a registered T&T Family member, please login to our website and then click ‘Update Details’. This will show you which email address was automatically entered at the time of your purchase. This is the email address that your confirmation has been sent to. If you are not a registered T&T Family member and have checked your ‘junk’ and ‘spam’ folders, please email us at customercare@tandt.co.nz.
• Why is my order not showing in my ‘Order History’?
  We recommend that customers allow 24 hours for their order to appear in their ‘Order History’. We have been experiencing some issues with our website due to higher than usual traffic. This has resulted in a delay in orders appearing in the ‘Order History’. Rest assured our IT provider is working hard to resolve this issue. This does not mean that we have not received your order and confirmation of your order should have been sent to your email address.
• Are your stores open during Level 3?
  Our retail stores located in Auckland are now closed. Our retail stores located outside of Auckland are still open and are trading as usual.
• Do you have overnight or express shipping?
  No, we do not.
• Can I change the delivery address of my order once it has been dispatched from your warehouse?
  Yes. Please contact Toll Couriers on 0800 865 547 to change your delivery address. Please be advised that this may add extra time to the delivery of your order.
• Can I exchange items purchased online during Level 3?
  Yes, you can send these back to our warehouse at: T&T Fashions Ltd Customer Care Dept PO Box 204335 Highbrook Auckland 2161 We have also extended our exchange period to cover 2 weeks after the lockdown has ended.
• Do I still need to sign for my package upon arrival?
  Your package may be delivered contactlessly to help stop the spread of COVID-19. This means that if possible, your package may be left in a safe place either in your letterbox, at your front, or back door.