FAQ's
Here you will find Frequently Asked Questions and answers to the following:
How do I purchase and use the Shop New Zealand Gift Card?
Do I have to pay customs or duty?
Can I return a product or ask for a refund?
How will my information be protected?
How do I contact your customer services team?
How do I change or retrieve my password?
Can I receive email, newsletters and notification from you?
Purchasing products from Shop New Zealand
1. How do I Checkout?
Add products to your shopping cart and click the Checkout button when you are done
This will take you to the Checkout page
The Checkout page contains eleven sections, these are:
- Cart contents
- Customer information
- Delivery information
- Billing information
- Coupon discount
- Calculate shipping cost
- Gift options
- WebitCash
- Payment method
- Order comments
- Terms and Conditions
Cart Contents
View the quantity, price and subtotal of the products in your shopping cart
Customer Information
Contains the e-mail address where your order information will be sent
Delivery Information
Contains your personal details and the address where orders will be delivered to.
Billing Information
This section contains your credit card details. Your Billing Information should be the same as your credit card details. This section will be carried over to the payment gateway provider and any inconsistencies will hinder the payment process. Shop New Zealand does not store or share your credit card details. All payments involving Shop New Zealand is overseen by the banks and payment gateway of the parties involved.
Coupon Discount
Here you can enter any coupon discount or gift card code you may have
Calculate Shipping Cost
View the cost and available options of shipping to your region.
Gift Options
You can select ‘Gift wrap my order at no extra charge’ for our free wrapping service. You can also add comments or a gift card message to your order here.
WebitCash®
This section allows you to use your WebitCash® balance to offset the final cost of your order. Simply enter the amount of your WebitCash® balance you wish to use in the field provided and click Update.
Payment Method
Select your preferred payment method. Shop New Zealand offers the payment gateway services of WorldPay, PayPal and AliPay. The Eftpos/Cash option is ONLY available to customers shopping at our physical E-shop. Shop New Zealand does not store or share customer’s credit card information. All Shop New Zealand payments are dealt directly by the banks and payment gateway providers involved.
For further information on payment, please consult How do I pay for my order?
Order Comments
Here you can enter specific instructions for your order.
For example you could type ‘please leave a call card if no one is home’ in the comments field. This will tell us to leave a comment for the freight company to provide a calling card if no one is home at the delivery address.
Terms and conditions
In this section you can read our Terms and Conditions by clicking on the Read More button. Tick the ‘I agree with the terms above’ box if you agree with our Terms and Conditions. Customers must agree to our Terms and Conditions to proceed with their order.
After agreeing to our Terms and Conditions click on the Review Order button.
This will take you to the Review Order page where you can check your order.
Once you are satisfied, click on the ‘Pay with WorldPay’ or the ‘Submit Order’ button. The message on the button depends on your payment gateway selection (i.e. WorldPay, PayPal or Alipay). This will take you to the payment gateway page where you can review or edit your Billing Information/credit card details. Proceed to finalise your payment.
A confirmation e-mail will then be sent to your e-mail address with your order and invoice number.
For more information on the payment process consult How do I pay for my order?
If you encounter any problems or require any further information please contact us at customerservice@allworldshops.com.
2. Do I have to sign up with an account to order?
No, you do not need to sign up with an account to order. However signing up is quick and easy and enables you to get the most out of your shopping experience with Shop New Zealand. Signing up allows you to save your current address and delivery details without having to re-enter them again for future purchases. You can also add products to your Wish-list and view your order history.
Having an account with Shop New Zealand also entitles you to earn WebitCash® our online rewards program.
3. How do I use the Shop New Zealand Gift Card?
If you receive a Gift Card by email be sure to write down the Redemption Code. You can either redeem your Gift Card into your account for future use or apply it towards a purchase by simply entering the Redemption Code at the Coupon Discount section of the Checkout page. Note Gift Cards cannot be redeemed for cash, are non-returnable and valid only for 12 months.
What is WebitCash®?
WebitCash® is a digital currency earned every time you make a purchase with Shop New Zealand as part of our online rewards program. WebitCash is exclusive to Allworldshops™ - the global online Shopping network.
1. How do I earn WebitCash®?
You receive WebitCash equal to 5% of the value of your order excluding freight every time you make a purchase with Shop New Zealand. This will automatically be added to your account and can be put towards your next purchase. You can also earn WebitCash if you refer a friend who then purchases products from Shop New Zealand.
Please note that WebitCash® is earned on gift certificates purchased but not on the amount of your purchase paid for with a Gift Certificate or Promotion Code.
Any WebitCash® earned expires after 12 months. Please see our ‘About WebitCash’ page for more details.
2. When I ‘refer a friend’ what happens?
You can earn WebitCash® as a reward if you refer a friend who then purchases products from Shop New Zealand. In addition your friend also receives a 10% discount with their first order once they have been referred.
Any WebitCash® earned from referring friends and all discount entitlements from being referred are automatically calculated by our Referral Program system and generated into your account for when you make an order.
3. Why keep a ‘Wish list’?
The Wish list feature allows you to bookmark products of interest and to tailor make orders for friends with Wish lists. You can add products to your wish list and receive auto-generated emails notifying you when the item goes on sale or is back in stock.
Delivery
1. How much will delivery cost?
Shipping quotes are generated automatically when you enter your address at the Checkout. You can also update the latest shipping quotes by clicking the ‘click to calculate shipping’ button located under the Billing Information form on the middle of the Checkout Page.
Please note that we cannot predict what your customs duty or taxes may be in the recipient country.
2. How are orders delivered?
Shop New Zealand provides both Standard and Express Delivery options. We deliver globally using only preferred and reputable Freight providers and Couriers; NZ Post, Quantum Solution, AION Cargo, Fastway Couriers (local NZ)
3. When will I receive my order?
Shop New Zealand normally ships products within three (3) business days unless specified otherwise in the item description. If for any reason we are unable to dispatch your order with five (5) business days we will contact you with the details you have provided and communicate the expected dispatch date.
4. Am I able to track my order?
Yes - orders shipped using our Express Delivery Option is done so as a Registered Parcel with track & trace. Please note that a signature will be required upon final delivery of goods.
5. Does Shop New Zealand accept multiple address delivery for orders?
Yes - Shop New Zealand only accepts multiple address delivery for both corporate account and individual account holders. At the ‘Checkout’ in the ‘Delivery Address’ form you will see add ‘Multiple Delivery Addresses’. You may also Tick the box to gift wrap your orders at no extra charge.
6. I have only received part of my order - where are the other products I ordered?
In the case of Multi-shipment orders you may receive your product in parts and or at different stages. Please use the ‘Waybill’ details provided to you and login to your account of the respective shipper. For further information about missing shipments and or products please contact our Customer Services.
7. My order was delivered to an incorrect address – what happens?
Shop New Zealand is not responsible for orders sent to an incorrect address. It is your responsibility to ensure your delivery address details are correct. You can update your address details simply by clicking on the ‘My Account’ link and then the ‘Address Book’ tab, click ‘Edit’ and save details to ensure your contact and address details remain current.
You are also responsible for the any costs incurred to resend an order that is returned due to an incorrect address.
Also in the event that a parcel is unclaimed by a customer in the recipient country and is returned back to us, we are not obligated to provide a refund to the value of the product. We will however provide the option of resending the item(s) with any additional shipping costs incurred resting with the customer(s) concerned.
How do I Purchase and use the Shop New Zealand Gift Card?
1. Purchasing a Shop New Zealand Gift Card
Shop New Zealand Gift Cards come in the denominations NZD$50, NZD$75, NZD$100 and NZD$200. Select the denomination that you desire and choose between the 'E-mail me' or 'Post with Card' option. The options are available for selection from the drop down menu on the right of the relevant page. Simply select 'Add to Cart' and checkout with the gift card.
Purchasing a Shop New Zealand Gift Card is simple and adheres to the regular checkout process. For more information on how to complete the checkout process please consult the Purchasing Products from Shop New Zealand section of the FAQ.
The E-mail me option sends the gift card and gift card code to your specified e-mail address. After purchasing the gift card, a confirmation of purchase e-mail will be sent to the specified e-mail address that you have provided. This is followed by the actual giftcard and the gift card code once the payment has been verified and approved by our accounts team. The virtual gift card and gift card code can then be forwarded to the recipient or printed out to be gifted physically.
Choose the Post with Card option to have a gift card physically posted to the recipient's address. This requires the buyer to specify the recipient's post address and contact information. With this option you can have Shop Australia add a personal message to the gift card by entering your chosen message in the Gift Options field of the Checkout page.
2. Using the Shop New Zealand Gift Card
How to use your Shop New Zealand Gift Card:
- Visit www.shopnewzealand.co.nz
- Browse and add products to the shopping cart
- Proceed to the checkout page
- Enter the coupon code stated on the gift card or in the gift card email into the the coupon code box
- Click on the 'Apply to Order' button
- Your gift card code is now activated
- Complete your order
Alternatively:
- Go to the 'My Account' page and click on the 'Gift Certificate' button
- Enter your Gift Card Code in the specified field and click 'Redeem Gift Certificate'
- Once redeemed, you can choose to use your gift card or send the gift card to a friend or family member
- If you wish to send your gift card to someone else, simply click on the 'Send Gift Certificate' button
3. Terms and Conditions for Shop New Zealand Gift Cards
Terms and Conditions:
- Gift Cards are valid for 12 months from the date of purchase confirmation
- Purchases made with Gift cards do not earn Webitcash©
- Gift Cards cannot be used with Webitcash© credit
- The balance of unused Gift Card value will be depositted into your Webitcash© account
Customs and Duty
1. Am I responsible for Customs requirements, Duties and Taxes in the recipient country?
Yes - Any Duties and Taxes, which are levied by the authorities in the recipient country, are at your own cost. Shop New Zealand will not be held responsible for any delays caused by Customs, this also includes parcels that are detained or confiscated if they are deemed prohibited by the customs authority in the recipient country. Please read our Term and Conditions for further information regarding customs and delivery.
2. What will my Customs Duty and/or Levies be?
Shop New Zealand ships your order DDU (Duties and Taxes Unpaid) and does not collect the duties and taxes and cannot predict what your particular charges may be. The price quote for duties of your respective order is solely determined by the recipient country’s customs authority.
Order Cancellations
1. I want to cancel my order – What should I do?
Once notification of acceptance of your order has been sent to you and you wish to cancel or retract from the sale transaction then you must communicate so in writing via email to customerservice@allworldshops.com within 5 calendar days. Please note that if your order has already been shipped you are not able to cancel or retract from the sale transaction. For more information please refer to our Terms and Conditions regarding our sales transaction agreement.
Product Returns and Refunds
1. Can I return a product?
Yes – you must file a return claim with an attached photograph of the product concerned by emailing customerservice@allworldshops.com. A return authorization number (RA) will be allocated and the faulty goods can then be returned. Please note however that product returns will not be accepted simply due to change of mind and once your order has been delivered you acquire all ownership of all items.
2. Will I get a refund for returned products?
Yes - Only until Shop New Zealand receives the respective product back can a refund be made.
3. If my product is damaged or faulty or I received the wrong product - what should I do?
If you have received the wrong product or the product is damaged or faulty you must contact our Customer Services team within 24 hours to request a ‘Return Claim Form’ which must be completed. You can do this by emailing customerservice@allworldshops.com Please also include an attached photograph of the product concerned. A return authorization number (RA) will then be allocated and you will be advised as to the process of returning the goods.
4. If a product is unavailable or temporarily out of stock – what happens?
Should the products you purchased be temporarily unavailable by the manufacturer, or discontinued by the manufacturer, we will advise you of the products unavailability and provide you with the opportunity to wait should the product be temporarily out of stock. We may also recommend an alternative product and give the option to swap the product with another of equal value.
In the case of the product you selected being indeed unavailable Allworldshops™ will refund your payment to the account which it derived from taking up to fourteen business days.
Safety and Security
1. Is it safe to shop online?
Yes – Shop New Zealand uses the latest in security technology to provide a safe and secure online shopping experience. Payments are processed using Secure Socket Layer (SSL) protocol ensuring your sensitive information is automatically encrypted in transit from your computer to our server. Amazon Web Service LLC hosts the Shop New Zealand website and all data on these servers is protected behind their secure firewalls.
2. How secure are my personal details?
Shop New Zealand follows strict guidelines and privacy laws to ensure your personal details remain confidential and secure. Any personal information Shop New Zealand collects will not be used in ways you have not consented to. Please refer to our Privacy Policy for further information.
3. Does Shop New Zealand store my credit card information?
Shop New Zealand does not store any of its customer's credit card details for security reasons. Any payments involving Shop New Zealand is dealt directly by the banks of the parties involved.
Payment and Pricing
1. How do I pay for my order?
Once you are finished shopping click on the Checkout button. This will take you to the Checkout page.
Proceed to fill out the relevant fields in the Checkout page.
Take extra care when filling out the Billing Information section. This section is carried over to the payment gateway and should match your credit card details. Billing address is the registered address of the credit card and where monthly statements for that credit card are sent.
At the ‘Payment Method’ section you can select the options:
- WorldPay
- AliPay
- PayPal
- Eftpos/Cash
Select between the World Pay, PayPal or AliPay payment gateway providers if you are purchasing online. The Eftpos/Cash option is ONLY valid for customers purchasing at our physical E-shop.
After selecting your preferred payment gateway, click on the Review Order button.
This will take you to the Review Order page.
At this point you can choose to go back or proceed further.
To proceed, you will have to click a button that depends on your payment gateway selection. Depending on your selection it will read:
- ‘Pay with World Pay’ (WorldPay)
- ‘Submit Order’ (PayPal or AliPay)
Clicking on the button will take you to the appropriate payment gateway page.
WorldPay
WorldPay accepts all major credit cards
These are:
- Diners Club
- MasterCard
- Visa
- American Express (Amex)
- JCB
- China Union Pay
- Deutsche Bank (DB)
Once you have selected your card, you will be taken to an All World Shops secure payment page. Here you can review or change your cardholder details. When you are satisfied, click on the Make Payment button.
PayPal
If you selected PayPal, you will be taken to the All World Shops PayPal page.
Paypal accepts:
- Visa
- MasterCard
- Discover
- American Express (Amex)
Log in to your PayPal account and review your cardholder details before finalising your payment. If you do not have a PayPal account you can use the ‘Pay with a debit or credit card option’ and select the Review and Continue button. PayPal may require additional information such as country of residence and date of birth for certain regions. PayPal does not deal in Chinese Yuan (CNY), Korean Won (KRW), Malaysian Ringgit (MYR) or the Zimbabwean Dollar (ZWR).
If you encounter any problems with finalising your payment, feel free to contact us at customerservice@allworldshops.com for assistance.
Shop New Zealand does not store or share customer’s credit card information. Payments involving Shop New Zealand are dealt directly by the banks and payment gateway of the parties involved.
2. Do prices include GST (Goods and Services Tax)?
No – Prices are exclusive of any applicable GST and are quoted in U.S Dollars (USD). When searching for products you can view prices quoted in your currency of choice. Simply click on the currency drop down menu above on the right hand side and select your currency of preference.
3. Why have prices changed?
Prices for each product listing can and will fluctuate and are quoted based on real world bank day rates with the New Zealand Dollar (NZD) as the default currency. Once a sale transaction has been completed the price quoted at the time of this transaction will be locked in and will not be subject to any changes.
Shop New Zealand also reserves the right to change the prices of products listed at any time and for any reason.
Customer Services
1. How can I contact Customer Services?
For enquiries about your order you can email our Customer Services Team at customerservice@allworldshops.com. You may also fill in our Contact Us Form and Customer Services will promptly reply.
Please refer to our Contact Us page for further information about Office Hours and Phone Numbers to call by Country.
My Account and Passwords
1. I have forgotten my password – What should I do?
To request a new password simply click on the ‘Request new password’ link under the User Login section on the left hand side prompting you to enter your email address. A new password will then be generated and sent to your email inbox. Please note it is your responsibility to keep all login and password details safe.
2. How can I view and/or update my Account?
You can view and update your Account Details by clicking on the ‘My Account’ Link on the top right hand side. From there simply click on the ‘Address Book’ Tab and then click ‘Edit’ whereby you can update your contact and address details.
Please note there are separate options to provide both Billing and Shipping details.
Email, Newsletter and Notifications
1. Why should I subscribe to Shop New Zealand’s Newsletter and can I give feedback?
From time to time Allworldshops™ will email newsletters updating you about important website changes and promotions which we think would be of value to you. These newsletters enable us to communicate in an informative way so we can continually improve your online shopping experience with Shop New Zealand.
Your feedback is also welcome. By clicking on the ‘Your Feedback’ button located on the center of our Homepage you can provide Shop New Zealand with any suggestions or comments about your shopping experience with us.
2. Can I unsubscribe to newsletters and promotions?
Yes - You have to option to opt out of receiving newsletters and further promotions from Shop New Zealand simply by clicking the unsubscribe link provided at the bottom of each email.
