Frequently Asked Questions

Managing your account

  • How do I change my password?
    You need to be logged in to change your password; go to ‘My account’ in the main menu and update/change your password.
  • What happens if I forget my password?
    To retrieve your password, go to ‘Forgotten password’ in the login screen, enter your registered email address and we’ll send you the instructions to reset your password.
  • How do I change or update my delivery address?
    To change or update your address, go to ‘My Account’ in the main menu and enter your new address. The most recent address you’ve update will be automatically be selected for delivery.


  • Can I change/cancel my order?
    We aim to dispatch orders within 48 hours during work days (excludes weekends). If you need to change or cancel an order, please contact us as soon as possible. Once an order has been dispatched, we are unable to cancel or change an order, we can however assist with an exchange or return.
  • How will my items be delivered?
    We use PBT for all online order deliveries. Once your order has been dispatched you will receive a tracking number that you can use to see track progress of your delivery by visiting the PBT website.
  • How long will it take for me to receive my order?
    Once your order has been dispatched you will receive tracking information. From this point, orders are generally received within 1 to 7 business days depending on your location. If you would like an update on the progress of your order, please visit PBT website and enter your tracking information, otherwise you may Contact Us at any time.


  • What if my delivery is late?
    Delays sometimes happen due to circumstances beyond our control, please do Contact Us if delivery is not made within the expected time frame.
  • What if I haven’t received all the items I’ve asked for?
    If an item you ordered is missing from your delivery, please call 09 302 2157, or send an email to
  • How much does delivery cost?
    Delivery fee varies on different location. For more detail info please visit our ‘Delivery information’ page.

Click & Collect

  • What is Click & Collect?
    Click & Collect is a complimentary service that allows you to shop from the comfort of your own home then collect your order from the store during store trading hours.
  • Do I need to bring anything with me when I collect my Click & Collect order?
    For security reasons when collecting your order in-store please make sure you bring the email confirmation of your order, a photo ID (includes Driver licenses, passport, proof of age card)
  • Will I be notified when my order is ready for collect?
    Yes, customers will receive an email to confirm their order is ready for collection. After an order is ready for pick up and awaiting collection, the order will be held for 14 days. The customer will also be provided with a reminder that the order is awaiting for collection after 7 days from the order being ready for collection.


  • How can I pay for my order?
    You can pay either by credit/debit card (Visa or Mastercard) or online bank transfer using our secure payment facility.
  • If I use a credit card to purchase my items can anyone else obtain my credit card details?
    No. As we use the latest encryption methods to ensure security of payment. We do not see your credit card details when ordering online with all transactions performed by the banking institutions.
    We do not store any credit card details under any circumstances.
  • How long will it take for my refund to be processed?
    Refunds make take up to 5 business days to be visible in your bank account or credit card.