FAQ
How do I redeem my giftcard?
To redeem a giftcard 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 'Giftcard' section of your account
3. Enter your giftcard number into the box and click 'register'
This will save the giftcard against your account!
Now simply head back into the checkout and apply the giftcard and the outstanding balance should update.
***we are having some temporary gift card issues at the moment. If you're having trouble using a gift card at checkout, please send us a photo of the back of your gift card (with the barcode pictured) along with your best contact number. Once we recieve this, we will give you a call to put the purchase through. Thanks for your patience.
1. Login/create an online account
2. Once you're in your account, click on the 'Giftcard' section of your account
3. Enter your giftcard number into the box and click 'register'
This will save the giftcard against your account!
Now simply head back into the checkout and apply the giftcard and the outstanding balance should update.
***we are having some temporary gift card issues at the moment. If you're having trouble using a gift card at checkout, please send us a photo of the back of your gift card (with the barcode pictured) along with your best contact number. Once we recieve this, we will give you a call to put the purchase through. Thanks for your patience.
I have a digital gift card. How does this work?
A digital giftcard can be used both in store and online at North Beach.
For redemption in store, simply show your email with the staff member and they can apply your giftcard number from your email to your purchase.
For redemption online, simply select the giftcard payment option at checkout and apply your giftcard number.
For redemption in store, simply show your email with the staff member and they can apply your giftcard number from your email to your purchase.
For redemption online, simply select the giftcard payment option at checkout and apply your giftcard number.
How do I register my giftcard?
To redeem a giftcard 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 'Giftcard' section of your account
3. Enter your giftcard number into the box and click 'register'
1. Login/create an online account
2. Once you're in your account, click on the 'Giftcard' section of your account
3. Enter your giftcard number into the box and click 'register'
What payment methods do you accept?
We accept payment via: Credit card Debit card North Beach gift cards
You can also use a Gift Card and other payment method together if the Gift Card is not of a high enough value for the order.
We accept Visa, Master Card American Express and Q card.
We do not accept Diners or Paypal.
When will I be charged?
You will be charged as soon as you have confirmed your payment and card details.
Can I split payment between a gift card and a debit/credit card?
Yes you can, enter in the gift card details first then you will be prompted to pay the outstanding amount via debit/credit card.
What is your last day for Christmas orders?
To guarantee delivery before Christmas, you need to place your order before Midnight 19th December.
Orders placed after this will arrive by a Christmas miracle only.
Please note: This does not include rural delivery within New Zealand, it also doesn't include orders to Australia.
Orders placed after this will arrive by a Christmas miracle only.
Please note: This does not include rural delivery within New Zealand, it also doesn't include orders to Australia.
How much does delivery cost & how long does it take?
Free standard 1 - 3 working day delivery on all New Zealand orders over NZ$70. Otherwise $6. 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.
Free standard delivery on all Australian orders over NZ$150. Otherwise $19. International orders will be dispatched 1-3 working days after the order is placed and will be shipped in 1- 2 business days.
Additional shipping charges may apply to bulky or fragile items.
Please contact us for shipping costs on orders to be delivered further afield than New Zealand and Australia.
Free standard delivery on all Australian orders over NZ$150. Otherwise $19. International orders will be dispatched 1-3 working days after the order is placed and will be shipped in 1- 2 business days.
Additional shipping charges may apply to bulky or fragile items.
Please contact us for shipping costs on orders to be delivered further afield than New Zealand and Australia.
Which countries do you ship to?
We currently ship to New Zealand and Australia only. If you are located outside of these countries please contact us to see if we can help.
How much does my delivery cost?
Free standard delivery on all New Zealand orders over NZ$70. Otherwise $6.
Free standard delivery on all Australian orders over NZ$150. Otherwise $19.
Additional shipping charges may apply to bulky or fragile items.
Please contact us for shipping costs on orders to be delivered further afield than New Zealand and Australia.
Free standard delivery on all Australian orders over NZ$150. Otherwise $19.
Additional shipping charges may apply to bulky or fragile items.
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.
International orders will be dispatched 1-3 working days after the order is placed and will be shipped in 1- 2 business days.
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.
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. If this still doesn't shed any light on where your parcel is please contact us and we will get it sorted for you as soon as possible.
What if I have received the wrong order?
Please contact us right away with your order number. We will get it sorted for you as soon as possible.
I've placed an order. When will my goods be dispatched?
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 that 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.
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.
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 you are having no luck, the best thing to do is call Courier Post on 0800 COURIER and quote your tracking number. Alternatively, you can contact us and we may be able to help.
Can I choose a specific day or time for delivery?
Unfortunately this is not currently a service that we can provide. If you wish to call the courier company transporting your parcel (in NZ call Courier Post on 0800 COURIER; in Australia call DHL on 1300 725 468) they may be able to assist you with specific delivery instructions.
Can I pay extra for next day delivery?
Unfortunately we are unable to offer guaranteed next day delivery. If you place your order in the morning and live in an urban area you have a chance of receiving your item the next day.
Can I have my parcel re-directed to a different address?
We can update your delivery address if you get it to us before your parcel is dispatched but after the parcel has left our premises we are unable to change the delivery details.
How do I track my order?
In your confirmation of shipping email there is a tracking link provided for every parcel on its way to you. Please note that you may have multiple parcels coming as we dispatch from across all of our stores. By clicking on a link you will be taken to the Courier Post website where you can track the progress of your delivery. You can also manually enter a tracking number here.
How do I update the details on my account?
Click here to log into your account. Once you're in you can update your details under the 'Manage my Account' tab. Make any changes required and be sure to click save.
What if I forgot my password?
If you have forgotten your password you just need to head to the 'Login' tab at the top of the home page and then click 'Forgot your Password'. From there you will follow a few simple steps to reset your password. If you have any trouble please contact us.
How do I set up an account?
Click here to set up an account with North Beach.
What is the benefit of making an account?
By making an account with us your online orders are made quick and easy. We auto save your details so you can shop in just half the time it would normally take. Also, it allows you to access any previous orders you've placed with us.
Can I purchase items without an account?
Sure. 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 do I join your mailing list?
We send out regular email newsletters featuring updates and promotions. To join the mailing list click here.
Just fill out the form to register an account or put your email in the bottom email box to register for emails only.
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.
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.
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.
Do I need to create an account to shop with you?
No! You can just sign in as a guest, but if you do have an account with us, we save your details which make it easier and quicker for you to shop with us next time.
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.
What forms of payment can I use?
We accept Visa, Mastercard, American Express, Qcard and North Beach Gift Cards online.
Is it safe to use my credit card on your site?
Of course it is. 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.
How do I buy a gift voucher?
Gift cards can be bought at any North Beach or online here
How do I use my gift voucher?
Simply enter your gift card number at the payment screen and we’ll let you know how much your balance is. Just click “Use This Card” and we’ll credit available amount towards the sale. You can also pay part gift card, part credit/debit card to top up the balance.
You can also check the balance of your gift card online
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.
Can I use a gift voucher? What about sale product?
You most certainly can! When you go to check out with your shopping cart, there is a payment option for vouchers and instructions on how to do so.
Our vouchers can be used on absolutely anything, including sale/discounted product.
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.
I’ve bought shoes but didn’t realise they were in men’s sizing?
All shoe measurements are listed in the Product Details. You can also compare sizes by using the size guide.
We recommend you purchase the shoe again – in the correct size (this will ensure you get them before they sell out) and send the original pair back to us. We will send you the new pair and when we receive the wrong ones you will receive a refund.
Alternatively you can send the original shoes back and place a note in the parcel requesting the correct size. We will exchange the shoes as long as the new size is available.
Is everything online available in every store?
If you have seen an item in-store but not online, chances are it has sold out online. We recommend you call the store that you originally saw the item and check it’s still in stock. Store transfers can be arranged for a $10 fee but we’re unable to transfer from a physical store to the online store.
Can I place my order over the phone?
Unfortunately we cannot take orders by phone; all orders should be placed online.
Can I order online and pick up in-store?
We dispatch our orders from nine different stores so we can’t always guarantee your item is available in the specific store you want. You can check store availability online. Simply click on the item you want and click the grey ‘Check Instore’ box.
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.
This is on sale in-store but it’s not on your website?
Stores will often discount items when they only have a few styles left. Because nortbeach.co.nz dispatches from nine different stores, our stock levels are rarely low and therefore we’re not in the same position to lower our prices.
If an item is available in my local store, am I able to put it on hold?
Sure. Please give the store a call and ask the floor staff to reserve the item for you. However, you will have to purchase it from the actual store; it cannot be reserved and later bought online. Please be aware, if we put an item on hold and it sells online, it will no longer be valid for hold.
I’ve seen an item online but I don’t want it to sell-out. Am I able to get it put on hold?
Unfortunately we’re unable to hold online items.
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.
Our site site has been issued a QuickSSL™ certificate to enable server security, you can verify this by clicking the icon below
Can I return my order?
Full Price and Regular Sale purchases can be returned within 14 days of purchase for an exchange, credit or refund.
Gift Cards, Underwear and Clearance Products (reduced by 50% or more) are not eligible for return
All eligible returns must be in clean, resellable condition with original tags attached.
Please see our full Returns Policy
Gift Cards, Underwear and Clearance Products (reduced by 50% or more) are not eligible for return
All eligible returns must be in clean, resellable condition with original tags attached.
Please see our full Returns Policy
What if my item is faulty?
Please see our Returns Policy
What if I don't have the branded shoebox my shoes came in anymore?
To us, the branded shoebox is just as important as the shoes themselves, so unfortunately we can't accept shoes back for an exchange or refund without it.
How do I return a product?
The easiest way to return a product is to visit us in-store with your receipt. Alternatively you can follow our easy Online Returns Process
How long does it take for me to receive a refund?
Please see our Returns Policy
Do you refund sale items?
Regular sale products can be returned. You have 14 days to return sale items for a refund as long as products are in a clean, resellable condition with all original tags attached they can be refunded.
Final Sale products cannot be returned. These products are marked on the product page. All sales on these products are final and cannot be returned for a refund, exchange or online credit.
Please see our full Returns Policy
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 until I get my refund?
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 8.30am – 5.30pm.
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 Sale 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 resell-able condition (tags attached) 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.
How can I contact you?
To contact our Online Customer Service Team call us on 0800 62 66 54, chat to us by clicking the 'Let's Talk' tab in the bottom right corner of your screen or send us an email at online@northbeach.co.nz. Alternatively, our store's contact information is listed here.
Where are your store locations?
Auckland:
Albany
Silverdale
St Lukes
Sylvia Park
Westgate
Hamilton:
The Base
Te Awa
Tauranga:
Fraser Cove
Mt Maunganui
Taranaki
New Plymouth
Do you offer a warranty on your products?
The warranty on product sold is covered by the manufacturer; please see our Returns Policy for details.
Do you offer student discounts?
We do not offer student discounts but we do offer regular promos, discounts and incentives. Sign up to our email newsletters or like us on Facebook for updates.
I sent an email to Customer Service but I have not had a reply?
1. Please check your Junk Folder in case our emails have been filed there.
2. Double check the email address you sent it to was right.
3. Call us on 0800 62 66 54 between 8am and 5pm weekdays.
2. Double check the email address you sent it to was right.
3. Call us on 0800 62 66 54 between 8am and 5pm weekdays.
The website isn't loading or doesn't look right on my screen?
Try refreshing the page and/or closing your internet connection and starting again.
If this doesn't work, it may be your internet browser. If you are using Internet Explorer try using another browser eg: Chrome or Firefox, which we recommend as preferred browsers. Please note that we do not support Internet Explorer 6 or lower. If you still have issues then give us a yell so we can fix it ASAP.How does it work?
Tell us what you think about your latest North Beach buy and go in the monthly draw to win a $100 NB voucher.
Every time you publish a review we'll pop you in the draw. The more products you rate, the more chances you have to win. That's easier than your Aunty Suzy after a couple of drinks.
Terms and Conditions:
- Be honest - We wanna know what you froth over and what grinds your gears. Does it fit right? Is it too baggy? Or is it an all time banger of a garm?
- Don't be a dick and write something inappropriate. If your review is offensive it won't be published and you won't go in the draw.
- The voucher is valid for one year. Winners will be drawn monthly and contacted via the email address provided.
What is your last day for Christmas orders?
To guarantee delivery before Christmas, you need to place your order before Midnight 19th December.
Orders placed after this will arrive by a Christmas miracle only.
Please note: This does not include rural delivery within New Zealand, it also doesn't include orders to Australia.
Orders placed after this will arrive by a Christmas miracle only.
Please note: This does not include rural delivery within New Zealand, it also doesn't include orders to Australia.