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FAQ

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 been dispatched already 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.
I haven’t received an order confirmation but I think you’ve charged me?
1. Please check your Junk Folder in case our emails have been filed there.
2. Double check the email address you entered was correct.
3. Call us on 0800 62 66 54 between 8am and 5pm weekdays.
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.
If I don’t use the full credit of my gift card in one visit, what happens to the remainder?
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.