Customer Service

NZ Herald Shopping facilitates the sale between you and the Supplier, enabling you to take advantage of these fantastic deals. Remember that the Supplier will deliver directly to you and if you are purchasing a number of products they will come from different warehouses around NZ and be delivered at different times. We deal direct so you get the best deal!

Stock is always limited and these prices are only available for a limited time so act quickly to avoid disappointment! Please see if your query can be found below before contacting NZ Herald Shopping.

Got questions, comments or concerns?

Need help? Chances are we have the answer in our 'Frequently Asked Questions' section below.

If our FAQs didn't provide the information you need, please call us on 0508-SHOPHERALD (0508-746743) or send us a message using the form to the right.

NZ Herald Shopping's Customer Support Centre is open 8.30am - 5pm, Monday to Friday and is closed over the weekend.

Want to become a supplier to NZ Herald Shopping?
Visit Hubsta.co.nz

FAQs

Please read through this page first. If you can't find the answer contact NZ Herald Shopping on 0508-SHOPHERALD (0508-746743) or via the form above.

What happens if there is a technical error during my purchasing process?

Please contact us at NZ Herald Shopping on the details above as soon as possible.

Where can I find more information about products and suppliers?

Contact the supplier's website for their details
If your query is product specific, please contact NZ Herald Shopping on the details above.

Is there somewhere where I can physically view the products?

NZ Herald Shopping does not hold any stock on site. Most stock belongs to the supplier and is last season's or cancelled orders. Some products are exclusive to NZ Herald Shopping and cannot be viewed in a retail store.
We endeavor to provide accurate photographs and as much information as possible on the site but if you require more information please do not hesitate to contact NZ Herald Shopping on the details above.

I think I might have been charged twice for my order?

Please contact NZ Herald Shopping as this is most likely a Pre-Authorisation issue with your bank (not NZ Herald Shopping)

Pre-authorisations are a ghost transaction that may appear on your online statements and exist as a safety net for should your item be out of stock (it prevents your card from actually getting charged). The way pre-authorisations work is your order amount is 'held' then 'released' as the supplier confirms your order. The held amount is the pre-authorisation and most banks release this immediately, however some hold onto it for a longer period of time. This is an issue with your bank/credit card issuer, therefore you would need to contact them to release your pre-authorisation

The amount showing on my online credit card transactions does not equal the amount on my confirmation email?

Your order may have been coming from different suppliers and as each supplier confirms that your item is in stock, this amount is then charged in a separate transaction on your credit card
Alternatively this could be because of a pre-authorisation issue (please read the previous question and answer)

How often do you add more products to NZ Herald Shopping?

Almost every day. Our suppliers have more products coming on stream constantly so we'll always have new deals for you. We love sourcing great deals and bringing them to you.

How do I become a supplier to NZ Herald Shopping?

Visit our supplier portal Hubsta.co.nz.

Delivery/Shipping

How long will it take for my order to be delivered?

5 working days for North Island
7 working days for South Island
Rural delivery may take slightly longer
Products may not come together as they are coming from different suppliers located all across NZ

I still haven't received my order and it is outside of the time frame listed above. How do I go about tracking it?

Please contact NZ Herald Shopping with your order number

General Shipping Queries

Who sends my goods and when will they be shipped?

Please refer to Delivery/Shipping for shipping times
Once your order is confirmed by the supplier they will send your goods out to you as soon as possible
Please note you will be charged before your goods get shipped out to you if you paid by credit card
If you paid by internet banking or cheque, this will need to clear before your order gets released for processing

Do the suppliers deliver to PO Box addresses?

Generally most supplier's couriers do not deliver to PO Box addresses so it it best to provide a physical address in your Shipping Details

How are my items shipped?

Generally most suppliers will courier your item to you
If you have purchased a larger item, eg. furniture or gym equipment, a freight/transportation company is used

Why have I been charged so much for freight?

NZ Herald Shopping automatically adds freight for each item ordered if you are purchasing from multiple suppliers, therefore freight needs to be attached per supplier
Generally freight is able to be manually combined by NZ Herald Shopping Customer Service Team when your order comes through to us if you are purchasing multiple items from the same supplier
This may not be the case for heavier items such as furniture or fitness equipment
Please be aware that not all suppliers allow for freight to be combined by generally for smaller and/or light items this is permitted
Please note that all the prices including freight listed on our website are set by the supplier and not NZ Herald Shopping

What if I am not home for the delivery of my order?

If you will not be home during normal business hours, then a work address should be supplied instead of a home address
Please provide your day time number or a cell phone number just in case NZ Herald Shopping or the courier company need to contact you
A note may be written in the "Additional Instructions" section advising the courier to leave the item on the doorstep etc but this is done at your own risk; nor the supplier, the courier company or NZ Herald Shopping are liable if the item goes missing
Please note that not all suppliers or the couriers that they use will be able to fulfill your delivery request (especially calling before delivery or specific delivery times as most couriers do not provide this service)
A calling card will usually be left by the courier company for you to call them and arrange a suitable delivery time if you were not home for their delivery attempt

Do you allow pick-ups?

NZ Herald Shopping does not allow pick-ups as we do not hold any stock and are a web portal
If the supplier does allow a pick-up, you will need to organise this through NZ Herald Shopping prior to placing your order
Please note that if you have arranged for a pick-up, certain suppliers may charge storage fees if the item is not collected within the pre-arranged time frame

What do I do if my goods are damaged?

If the packaging is damaged even before it has been opened, please make a note on the docket that you sign that it is damaged, then notify the supplier. Their details should be located on the packing slip along with the package. If not, contact NZ Herald Shopping immediately
If the package is opened, then contact NZ Herald Shopping immediately. Please take some photos if possible so we can show the supplier the damaged goods

If my order is missing a part, how do I go about getting it?

Please contact NZ Herald Shopping with your order number and query information

Payments

What currency is quoted?

All prices are quoted in NZ currency

What types of payments are accepted?

We accept all major credit cards (Mastercard, Visa, Amex), internet transfer and cheque. Payments need to be cleared before the order is processed
Credit card is the preferred method of payment solely because of the following reasons:
- Should your freight need adjusting this can be done before your card gets charged
- Your card won't get charged until your order is confirmed by the supplier
- In the event that your item is out of stock, your credit card does not get charged but if you paid by internet banking then you will have to contact NZ Herald Shopping with your account details for a refund to go back into your bank account

What are your bank details so I can pay by direct bank transfer?

Westpac Bank, Auckland
03-0104-0636740-01

How secure is my transaction?

In the shopping cart screens, your PC and our servers encrypt everything entered into your computer, such as credit card details, billing and delivery addresses. Because it is encrypted, information such as credit card details are indecipherable over the Internet

In addition to the above there are secure processes built into NZ Herald Shopping that ensure:

Every order is logged in a database that is regularly backed up
Every order has a unique Order ID
All payment details can only be retrieved in an encrypted session
Confirmation emails of your order are sent to your email address

What is your policy regarding credit card fraud?

At NZ Herald Shopping we realise that credit fraud is an unfortunate fact. Therefore we have taken steps to minimise the risk
By investing in such a sophisticated backend system we have implemented RMProfiler developed by Estar Online. This system is a sophisticated management tool designed specifically to help detect attempted fraud by customers
Your credit card is encrypted over a secure connection

Privacy and Security

Do you use cookies?

Session Cookies, these are temporary cookies that remain in the cookie field of your browser until you leave the site. We use them to maintain your login (so that you stay logged-in until you wish to log out), and to remember your preferences for things like forms and searches
If you disable these cookies, you will not be able to stay logged in, you will never be able to see more than the first page of your search results and you will not be able to register a login for the first time. You have the ability to accept or decline these cookies by modifying the settings in your browser

What will you do with my details when I register?

Your customer details are confidential to you and to shopping.nzherald.co.nz. Delivery address details are given to the supplier when you order a product from their range from our site. We do not give or sell this information to other organisations

What is your privacy statement?

Please see our Privacy Policy page

Returns, Cancellations and Warranties

What is your cancellation and returns policy?

Please read the Supplier Terms available for each product on their listing under the Terms & Conditions heading
Please contact NZ Herald Shopping immediately if you placed an order incorrectly depending on how far along the order process, NZ Herald Shopping may or may not be able to adjust your order
Please note that NZ Herald Shopping cannot adjust colour, size, add or take items away from your order unless it is just the quantity that needs changing

How do I return a faulty product?

Please contact NZ Herald Shopping who will advise you where to return the product. In some cases the supplier may arrange for the order to be picked up.
Once the product has been safely received by the supplier as per their terms and conditions a refund will be given which takes between 1-3 working days to clear on confirmation by the supplier

If I've changed my mind about my purchase after receiving it (i.e. my shirt doesn't fit, it's not suitable), what can I do?

Please see the supplier's terms on their product listing about their conditions for returns first. You can contact NZ Herald Shopping to also liaise with the supplier and see if they will allow for a return
If the supplier does allow for a refund on safe return of their goods, this will be less freight and you will be responsible for getting the item safely couriered back to the supplier
If you want an exchange you will have to pay for the full freight costs which will either be charged to your credit card or you will need to deposit the quoted freight amount in order to receive your replacement from the supplier
Alternatively when you send your order back after first arranging with NZ Herald Shopping, you can place a self-addressed pre-paid courier bag for the supplier to send your replacement item back to you
Please always inform NZ Herald Shopping FIRST if you wish to do any of the above because the item you are after may possibly be out of stock and NZ Herald Shopping will also walk you through the process and requirements for your exchange