FAQ
What payment methods do you accept?
We accept Visa, Master Card and American Express - alternatively, you can pay all or some of your transaction with a valid North Beach Gift Card.
We also have Afterpay and Laybuy options available at checkout.
We also have Afterpay and Laybuy options available at checkout.
When will I be charged?
You'll be charged as soon as you have confirmed your payment and card details.
How do I use my Gift Card?
To redeem a gift card online, you will need to register it against your account first. To register your giftcard simply:
1. Login/create an online account
2. Once you're in your account, click on the 'Gift Card' section of your account
3. Enter your Gift Card number into the box and click 'register'
This will save the Gift Card against your account!
Now simply head back into the checkout and apply the Gift Card - the outstanding balance will update automatically.
1. Login/create an online account
2. Once you're in your account, click on the 'Gift Card' section of your account
3. Enter your Gift Card number into the box and click 'register'
This will save the Gift Card against your account!
Now simply head back into the checkout and apply the Gift Card - the outstanding balance will update automatically.
If I don’t use the full credit of my Gift Card in one visit, what happens to the rest?
The unspent money will remain on the card to be used at a later date.
You have 12 months from the date of purchase to use your credit - so best not leave it 'til last minute!
You have 12 months from the date of purchase to use your credit - so best not leave it 'til last minute!
How do I use Afterpay?
North Beach now offers Afterpay!
Afterpay allows you to receive your goods now and spread out your payments. You will be charged four automated payments, every two weeks, from your nominated debit or credit card. Pretty darn handy!
To use Afterpay, simply select the option at checkout and follow the easy prompts. You will need to log in or sign up to your Afterpay account in order to complete your purchase.
For enquiries about your Afterpay payments or account, please contact Afterpay.
Afterpay allows you to receive your goods now and spread out your payments. You will be charged four automated payments, every two weeks, from your nominated debit or credit card. Pretty darn handy!
To use Afterpay, simply select the option at checkout and follow the easy prompts. You will need to log in or sign up to your Afterpay account in order to complete your purchase.
For enquiries about your Afterpay payments or account, please contact Afterpay.
How do I use Laybuy?
North Beach now offers Laybuy!
Laybuy allows you to receive your purchase now and spread the total cost over six weekly automatic payments, interest free. Neat, huh?
To use Laybuy, proceed to checkout as normal and select Laybuy as your payment method, then follow the easy screen prompts. You will need to log in or sign up to Laybuy to complete your purchase.
For enquiries about your Laybuy payments or account, please contact Laybuy.
Laybuy allows you to receive your purchase now and spread the total cost over six weekly automatic payments, interest free. Neat, huh?
To use Laybuy, proceed to checkout as normal and select Laybuy as your payment method, then follow the easy screen prompts. You will need to log in or sign up to Laybuy to complete your purchase.
For enquiries about your Laybuy payments or account, please contact Laybuy.
What is Locals?
Locals is our loyalty scheme, which gives us a way to reward our rad customers (that's you, FYI). You can sign on and rack up points for your account online, or at any North Beach store.
What are the benefits of being Local?
Locals Rewards – Spend Dollars, Get Dollars
Spend $500 on full price product in 6 months and you'll get a sweet $30 voucher in return.
Extended Returns Period
Locals have 45 days to return items for an exchange, credit or refund. That's 15 days longer than regular folks, which gives you more time to make up your mind.
Early Access to sales, products and offers
Locals get early access to promotions, products and offers. Just between us, you'll also be eligible for certain special discounts on an as and when basis.
Invites to events, parties and VIP nights
We know you like to be in the know, so know this - our Locals get exclusive invites to events hosted by North Beach or in partnership with our brands.
Birthday Gift
Tell us your birthday, and we’ll send you a little something to make your day that little bit sweeter!
Spend $500 on full price product in 6 months and you'll get a sweet $30 voucher in return.
Extended Returns Period
Locals have 45 days to return items for an exchange, credit or refund. That's 15 days longer than regular folks, which gives you more time to make up your mind.
Early Access to sales, products and offers
Locals get early access to promotions, products and offers. Just between us, you'll also be eligible for certain special discounts on an as and when basis.
Invites to events, parties and VIP nights
We know you like to be in the know, so know this - our Locals get exclusive invites to events hosted by North Beach or in partnership with our brands.
Birthday Gift
Tell us your birthday, and we’ll send you a little something to make your day that little bit sweeter!
Where can I redeem my $30 Locals voucher?
The short answer? Anywhere!
When shopping online, simply log into your account and proceed to checkout – your vouchers will be ready and waiting for you there.
Alternatively, our friendly staff can help you use your voucher in-store.
When shopping online, simply log into your account and proceed to checkout – your vouchers will be ready and waiting for you there.
Alternatively, our friendly staff can help you use your voucher in-store.
What are the terms & conditions?
We've got a full list of Terms and Conditions here, but we've listed the key points below:
Local Vouchers
You earn a voucher by spending $500 on full price items within 6 months.
Local vouchers will expire after 3 months if not redeemed.
You can combine multiple vouchers to use at once, e.g. if you spend $1000 on full price within 6 months, you will have a $60 voucher which you can choose to use whenever you want.
Regular Locals vouchers will carry over – e.g if you want to only spend $20 of your voucher, you will have a $10 balance remaining on your account.
Birthday Codes
A Birthday code will give you $20 off your next North Beach purchase.
Birthday codes expire 2 weeks after they're issued. They're single use vouchers, so you'll need to use it all in one go - the voucher won't split over two items and the value won't carry over like Local vouchers. The voucher is non refundable, transferable or redeemable for cash.
Not valid with any other offer (including Locals $30 Vouchers or any other discount code).
Local Vouchers
You earn a voucher by spending $500 on full price items within 6 months.
Local vouchers will expire after 3 months if not redeemed.
You can combine multiple vouchers to use at once, e.g. if you spend $1000 on full price within 6 months, you will have a $60 voucher which you can choose to use whenever you want.
Regular Locals vouchers will carry over – e.g if you want to only spend $20 of your voucher, you will have a $10 balance remaining on your account.
Birthday Codes
A Birthday code will give you $20 off your next North Beach purchase.
Birthday codes expire 2 weeks after they're issued. They're single use vouchers, so you'll need to use it all in one go - the voucher won't split over two items and the value won't carry over like Local vouchers. The voucher is non refundable, transferable or redeemable for cash.
Not valid with any other offer (including Locals $30 Vouchers or any other discount code).
I need to return something, what happens to my Locals voucher?
Exhanges
If you redeem your $30 voucher, and then exchange it for another item, the $30 will be taken off the item you are swapping for.
Refunds
If you redeem your $30 voucher, and then return the item for a refund, the $30 voucher will be loaded back onto your account. You will lose any points that were earned from the item you are returning.
If you redeem your $30 voucher, and then exchange it for another item, the $30 will be taken off the item you are swapping for.
Refunds
If you redeem your $30 voucher, and then return the item for a refund, the $30 voucher will be loaded back onto your account. You will lose any points that were earned from the item you are returning.
How do I use my Birthday Voucher?
If you're a Local, you'll receive a sweet one-off $20 voucher to help you celebrate being a year older! We'll email you the code on your birthday, and you'll have two weeks to use it.
How do I use it online?
Easy! Simply log into your locals account and apply the discount code at checkout when shopping online. Make sure you do this before you place your order, as the discount cannot be applied after the purchase has been made.
This is a single use voucher, which means it can't be split over multiple transactions - you'll have to treat yourself all in one go! It also means it isn't refundable, transferable or able to be redeemed for cash.
My code isn't working...
First, ensure you are logged in to your locals account! Then check if you're using it for a valid purchase, as Locals Birthday Vouchers can't be used with any other offer, or on final clearance items.
Can I use it in store?
Absolutely! Simply give one our rad staff members your email address in store and they will be able to look up the voucher for you.
Still confused? Contact us!
How do I use it online?
Easy! Simply log into your locals account and apply the discount code at checkout when shopping online. Make sure you do this before you place your order, as the discount cannot be applied after the purchase has been made.
This is a single use voucher, which means it can't be split over multiple transactions - you'll have to treat yourself all in one go! It also means it isn't refundable, transferable or able to be redeemed for cash.
My code isn't working...
First, ensure you are logged in to your locals account! Then check if you're using it for a valid purchase, as Locals Birthday Vouchers can't be used with any other offer, or on final clearance items.
Can I use it in store?
Absolutely! Simply give one our rad staff members your email address in store and they will be able to look up the voucher for you.
Still confused? Contact us!
Help! I didn't receive a birthday voucher?
Firstly, oh no! Sorry about that. There are a couple of details we need to check first:
1) Have you received a birthday voucher in the past 365 days?
If yes, you won't be getting another until you have completed another lap around the sun. .
2) Is your birth date and email address entered correctly?
Log into your Locals account and check all your details are correct.
3) Double check you are subscribed to our mailing list - if you have unsubscribed previously, sadly we are not able to email you - you can however still use your birthday voucher in store - just ask our friendly staff to look up your email address and apply the voucher.
4) Lastly, we suggest checking your junk/spam folders - our emails may be filtered out from your main inbox by mistake.
Still need help? Contact us now.
1) Have you received a birthday voucher in the past 365 days?
If yes, you won't be getting another until you have completed another lap around the sun. .
2) Is your birth date and email address entered correctly?
Log into your Locals account and check all your details are correct.
3) Double check you are subscribed to our mailing list - if you have unsubscribed previously, sadly we are not able to email you - you can however still use your birthday voucher in store - just ask our friendly staff to look up your email address and apply the voucher.
4) Lastly, we suggest checking your junk/spam folders - our emails may be filtered out from your main inbox by mistake.
Still need help? Contact us now.
It's my birthday today, is it too late to join Locals?
Absolutely not! We'd love to have you join us!
However, sadly it is too late to receive a birthday voucher for this year, you must be signed up the day prior to your birthday to receive a voucher - but not to worry you'll be sent one next year!
However, sadly it is too late to receive a birthday voucher for this year, you must be signed up the day prior to your birthday to receive a voucher - but not to worry you'll be sent one next year!
What if I forgot my password?
If you've forgotten your password, you just need to head to the 'Login' tab at the top of the home page and click 'Forgot your Password'. From there you can follow a few simple steps to reset your password.
If you have any trouble please contact us.
If you have any trouble please contact us.
What is the benefit of making an account?
We wanna make it easy for ya! That's why having an account with us is the way to go - your details will be autosaved, meaning you can shop faster and get your order on its way ASAP.
Your old orders will also be saved, meaning you can go back and access these at any time. See? Easy!
Your old orders will also be saved, meaning you can go back and access these at any time. See? Easy!
Can I purchase items without an account?
Sure can! Simply load your cart and when you click to pay there will be an option called ‘Just Checkout.’ This will allow you to place an order without being a North Beach member.
How can I have my details removed from your mailing list?
Flick us an email at online@northbeach.co.nz requesting to have your details removed. Or, you can reply to any one of our email updates with the word "unsubscribe" and you'll be removed in a jiffy.
How much does my delivery cost?
We offer free delivery on all New Zealand orders over $100. Otherwise, shipping is $6.
For our Australian customers, we offer free delivery on orders over NZ$150. Otherwise, shipping is $19.
Additional shipping charges may apply to bulky or fragile items.
All costs are in NZD.
Please contact us for shipping costs on orders to be delivered further afield than New Zealand and Australia.
For our Australian customers, we offer free delivery on orders over NZ$150. Otherwise, shipping is $19.
Additional shipping charges may apply to bulky or fragile items.
All costs are in NZD.
Please contact us for shipping costs on orders to be delivered further afield than New Zealand and Australia.
How long will my order take to arrive?
In most cases, NZ orders placed before midday Monday to Friday will be dispatched the same day. We allow 1-3 business days for delivery to NZ urban areas and 4-5 business days for rural areas.
International orders will be dispatched 1-3 working days after the order is placed and will be shipped in 1- 2 business days.
We can not guarantee orders placed after midday on a business day will be dispatched that same day but we will try our best. Orders placed on the weekend or on a public holiday will not be dispatched until the next business day.
The approximate delivery times provided are estimates only and exclude any courier delays, processing time and public holidays. Delivery may also be delayed during heavy sale or promotional periods.
Please note, your ordered items may come from different stores depending on stock levels. This means you may receive multiple parcels dispatched at different times from different stores.
International orders will be dispatched 1-3 working days after the order is placed and will be shipped in 1- 2 business days.
We can not guarantee orders placed after midday on a business day will be dispatched that same day but we will try our best. Orders placed on the weekend or on a public holiday will not be dispatched until the next business day.
The approximate delivery times provided are estimates only and exclude any courier delays, processing time and public holidays. Delivery may also be delayed during heavy sale or promotional periods.
Please note, your ordered items may come from different stores depending on stock levels. This means you may receive multiple parcels dispatched at different times from different stores.
How do I know if my order has been shipped?
When your order has been picked and dispatched you will be emailed a shipping confirmation email. This email includes a tracking link for every parcel on its way to you. With this link you can track the progress of your deliveries.
You will receive the tracking link/s once the full order has been dispatched. This means in the case of multiple parcels being dispatched, you will receive the links once they have all been completed.
You will receive the tracking link/s once the full order has been dispatched. This means in the case of multiple parcels being dispatched, you will receive the links once they have all been completed.
How do I track my order?
In your confirmation of shipping email there will be a tracking link provided for every parcel on its way to you. Please note, you may have multiple parcels coming as we dispatch from across all of our stores.
By clicking on the link you will be taken to the courier company website, where you can track the progress of your delivery.
By clicking on the link you will be taken to the courier company website, where you can track the progress of your delivery.
What if my order doesn’t turn up?
Please allow 2-3 business days for urban deliveries and 4-5 business days for rural deliveries. If your parcel still hasn't arrived you may want to track your order using the link/s provided in your confirmation of shipping email.
Which countries do you ship to?
We currently ship to New Zealand only. We have had to temporarily suspend shipping to Australia. If you are located in Australia or Internationally please contact us to see if we can help, alternatively you can send a digital gift card anywhere in the world!
What if I have received the wrong order?
Please contact us right away with your order number. We'll get it sorted for you as soon as possible.
What happens if I’m not in when the courier arrives?
All of our parcels are sent signature required, so we recommend making your delivery address a place where someone will be there to receive it.
If nobody is there to sign for the parcel a card to call should be left by the courier to let you know delivery was attempted. There are instructions on how and what to do next on the card to call.
If nobody is there to sign for the parcel a card to call should be left by the courier to let you know delivery was attempted. There are instructions on how and what to do next on the card to call.
Can I choose a specific day or time for delivery?
Unfortunately, this isn't a service we can currently provide.
If you call the courier company directly, they may be able to help with specific delivery instructions.
New Zealand
We are currently changing courier companies for our NZ parcels please contact us to confirm who is delivering your order.
Australia
DHL
1300 725 468
If you call the courier company directly, they may be able to help with specific delivery instructions.
New Zealand
We are currently changing courier companies for our NZ parcels please contact us to confirm who is delivering your order.
Australia
DHL
1300 725 468
Can I pay extra for next day delivery?
Unfortunately, we are unable to offer guaranteed next day delivery. If you place your order before noon and live in an urban area you have a good chance of receiving your item the next day.
Can I have my parcel re-directed to a different address?
If your order hasn't been dispatched yet, we can update your delivery address. However, once the parcel has left our premises, we are unable to change the delivery details.
The courier company delivering your parcel may be able to help you in this instance.
New Zealand
We are currently changing courier companies for our NZ parcels please contact us to confirm who is delivering your order.
Australia
DHL
1300 725 468
The courier company delivering your parcel may be able to help you in this instance.
New Zealand
We are currently changing courier companies for our NZ parcels please contact us to confirm who is delivering your order.
Australia
DHL
1300 725 468
I need to cancel an order
If you need to cancel an order please call us on 0800 62 66 54. If the parcel has already been dispatched, it is too late to cancel it. Once you receive your order you can return the items straight back to us for an exchange, online credit or refund. You can view our Returns Policy by clicking here.
I’ve placed a wrong order, what can I do?
If you need to change or cancel an order before it has been dispatched please call us as soon as possible on 0800 62 66 54. Alternatively, you can email us at online@northbeach.co.nz. We will do our best to help you out.
Please note that there is a very small window of time to update an order before it goes out the door so don't delay in contacting us!
Please note that there is a very small window of time to update an order before it goes out the door so don't delay in contacting us!
I haven’t received an order confirmation but I think you’ve charged me?
Don't worry, it may be an easy fix - here's a couple of things you can try:
1. Please check your junk folder in case our emails have been filed there.
2. Double check the email address you entered was correct.
If you're having further trouble, please contact us.
1. Please check your junk folder in case our emails have been filed there.
2. Double check the email address you entered was correct.
If you're having further trouble, please contact us.
I placed an order for multiple items but they’re arriving separately – why is that?
Our online orders are dispatched from across all of our stores. If it is possible to dispatch your whole order from one store we will do that. When it's not possible they will be sent from different stores which can result in them arriving at different times.
There are items missing from my order?
It’s possible your items have been sent from separate locations and will arrive at different times. Please use your tracking link/s that were sent in your shipping confirmation email to track your parcels. If you still have concerns please give our Customer Service Team a call on 0800 62 66 54.
Is your site secure?
Our site is most definitely secure, we are partnered with DPS Payment Express to accept your payment. We also use Secure Sockets Layer technology to protect your information as it is transmitted to us. This means that at the checkout our website and your computer will encrypt all information provided to help prevent other computers making sense of it.
We also take fraud very seriously so all credit and debit card holders are subject to validation and authorization by both us and the card issuer.
We also take fraud very seriously so all credit and debit card holders are subject to validation and authorization by both us and the card issuer.
Our site site has been issued a QuickSSL™ certificate to enable server security, you can verify this by clicking the icon below
What do I do if I lose my Gift Voucher?
A Gift Voucher is to be treated like cash. It is your responsibility to keep it safe. However if it lost/stolen we will do our best to help you out. If the Gift Voucher hasn’t been redeemed we are able to cancel it and re-issue one to you, providing you have a receipt with the Gift Voucher number on it. There will be a $5.00 fee to reissue and send out the new voucher to you. Unfortunately if the voucher has been redeemed then we are unable to re-issue it.
How do I find out if an item is in stock?
Click on the item you’re interested in and scroll down the page until you see a grey box labelled ‘Check Instore’. This will show which stores are stocking the item, including which sizes are available.
The item I want is out of stock. When will you be getting more?
We have a team who are constantly doing reorders on our best selling styles from our suppliers. Unfortunately sometimes things will sell out. If you have missed out on something you really want, get hold of our Online Customer Service team and they can let you know when the next order will come in or where else we can try source one for you.
Do you have a sizing guide?
We sure do! Alongside each product is a brand specific sizing guide. Please keep in mind that this is a guide only and some brands may differ slightly with each design.
Can I return my order?
Full Price and Regular Sale purchases can be returned within 30 days of purchase for an exchange, credit or refund. Locals Loyalty Members have an extended returns period of 45 days.
Gift Cards, Underwear and Final Clearance Products are not eligible for return
All eligible returns must be in clean, resaleable condition with original tags included.
You can return products to your local North Beach store, or to the Online Returns Address, using the returns form here. Please see our full Returns Policy
Gift Cards, Underwear and Final Clearance Products are not eligible for return
All eligible returns must be in clean, resaleable condition with original tags included.
You can return products to your local North Beach store, or to the Online Returns Address, using the returns form here. Please see our full Returns Policy
How does a Laybuy refund work?
If you’re not happy with your purchase, returns with North Beach are easy – here’s how it works with Laybuy:
1) Return your order back to the original branch the purchase was made at for a full refund. If you’re unable to return your item to the original branch a store credit will be issued in place of a refund.
2) North Beach receives the returned goods and notifies Laybuy.
3) Laybuy immediately processes your refund (you will receive an email to confirm this).
4) The bank processes the refund to the card used to make the payment. This may take 5-7 working days.
Need more info about how Laybuy works? Click here.
1) Return your order back to the original branch the purchase was made at for a full refund. If you’re unable to return your item to the original branch a store credit will be issued in place of a refund.
2) North Beach receives the returned goods and notifies Laybuy.
3) Laybuy immediately processes your refund (you will receive an email to confirm this).
4) The bank processes the refund to the card used to make the payment. This may take 5-7 working days.
Need more info about how Laybuy works? Click here.
How does an Afterpay refund work?
Refunds with Afterpay are easy as, but they do work differently than a direct North Beach refund. Here’s the process:
1) Return your order back to the original branch the purchase was made at for a full refund. If you’re unable to return your item to the original branch a store credit will be issued in place of a refund.
2) North Beach receives your return and notifies Afterpay.
3) Afterpay will process the transaction. Your refund will show up in your payment plan – it will adjust payments from your last instalment backwards.
Note: Afterpay refunds can take up to 7 business days, depending which bank you are with.
If you have further questions about your Afterpay refund or Afterpay account, please contact Afterpay.
1) Return your order back to the original branch the purchase was made at for a full refund. If you’re unable to return your item to the original branch a store credit will be issued in place of a refund.
2) North Beach receives your return and notifies Afterpay.
3) Afterpay will process the transaction. Your refund will show up in your payment plan – it will adjust payments from your last instalment backwards.
Note: Afterpay refunds can take up to 7 business days, depending which bank you are with.
If you have further questions about your Afterpay refund or Afterpay account, please contact Afterpay.
What if my item is faulty?
If you have a faulty item you would like refunded, repaired, or replaced, you can follow the usual returns process. Faulty items may be returned outside of the usual 30 day time period.
Please mark your item as faulty on your returns form.
Please mark your item as faulty on your returns form.
Do I have to pay for items to be returned?
Yes. We also recommend you send them back via tracked delivery so you can keep an eye on the delivery progress.
Have you received my returned items yet?
We will send you a confirmation email as soon as we have received your parcel. If you do not hear from us, call the service you used to return the parcel. Sometimes post does get lost so we recommend you send items via tracked delivery.
How long does it take for me to receive a refund?
If your return meets the conditions outlined by our Returns Policy, we will process your refund as soon as we receive it.
Once we have received the returned items, we will send you a confirmation email and the money will be refunded to your card within 48 hours. Please be aware our office is only operational Monday – Friday 7.30am – 6.00pm.
Once we have received the returned items, we will send you a confirmation email and the money will be refunded to your card within 48 hours. Please be aware our office is only operational Monday – Friday 7.30am – 6.00pm.
Will I have to pay the courier fee to return a faulty/wrong order?
If the item is faulty or the error has been made by ourselves, we will send you a courier bag to post the items back. The delivery fee will be pre-paid by northbeach.co.nz
Can I return swimwear?
You can return swimwear within 30 days of purchase provided they have not been worn or washed. All the tags and hygiene stickers must be intact. In the interest of hygiene, we may refuse a refund if the above conditions have not been met.
Final Clearance Swimwear cannot be returned for an exchange, online credit or refund. These products are marked on the product page and all sales are final.
Final Clearance Swimwear cannot be returned for an exchange, online credit or refund. These products are marked on the product page and all sales are final.
I’ve lost my original receipt
We may still be able to issue a refund if you’re able to provide us with your full name and the original five-digit order number. If you’re returning the items in-store you will need to provide the original receipt, this can be retrieved by contacting our customer service team. If purchased in store, please take an alternative proof of purchase such as a bank statement.
Can I exchange an item?
You can exchange an item in-store provided an item hasn’t been worn, is in its original resaleable condition (with tags) and you have a receipt. To exchange online, you'll need to return your product by post and order the correct size.
Final Sale products cannot be returned for an exchange. These products are marked on the product page.
Final Sale products cannot be returned for an exchange. These products are marked on the product page.
