FAQ

How do I contact Amazon Customer Services?

You can contact customer service on luv@amazonsurf.co.nz or call 0800 AMAZON (0800 262 966).

Our office hours are 8 30am – 5 00pm Monday – Friday.

ORDERS

Do you ship outside of New Zealand?

No sorry, we only ship to New Zealand addresses.

You may be able to ship to a friend or family members address in NZ and get them to send it to you overseas.

Do I need to create an account to place an order?

Yes. Log in or create an account here.

Why isn’t my promo code working?

Please double check the expiry date of the promo and you can also contact customer service to check the promo code.

Has my order been placed?

If you do not receive an order confirmation email immediately, please contact customer service.

What If I am trying to place an order and there is an error?

If you have any technical issues while using the site, please contact customer service and we will assist you with placing your order.

How do I make changes to my order?

If you want to change your address, an item or cancel your order, you cannot make changes the changes in your account. Please contact customer service as soon as possible, so we can update or cancel your order for you before the goods ship.

When will my order ship?

Orders typically ship within two days, excluding weekends and holidays. Items are delivered by Courier Post (actual transit times may be up to 7 days from despatch). A shipping confirmation email will be sent when your items are shipped.

Has my order shipped?

You will receive a shipping confirmation email when your items are shipped. If it has been more than a few days since placing your order and you have not received a shipping confirmation email, please contact customer service.

Why are only some of my items on the shipment notification email?

We have multiple fulfillment locations and your items may be sent separately, for example your jeans might come from Auckland and your tee might come from The Mount.

However you will receive a shipping confirmation email and tracking number for each parcel that we send to you, so you can track each parcel.

Why is it taking so long for an item to ship?

Sometimes we have to find items in other store locations that do not ship online orders. This can take us some time, but we are committed to finding the items you ordered within our stores or from a supplier if they have it.

How can I track my order?

You will receive a shipping confirmation email when your items are shipped. It will contain a tracking number that you can use to track your order here.

If it has been more than a few days since placing your order and you have not received shipping confirmation, please contact customer service.

There is a problem with my order, what should I do?

Please contact customer service to work out any problems you are having with your order.

My order has never arrived, where is it?

Please contact customer service to find out where your order is.

How can I get a copy of my invoice/receipt?

Your final invoice will be emailed to you when all of your items have shipped. A copy of your final invoice can be obtained by contacting customer service. You will also need this for returns.

What happens if I receive an incorrect item?

If you receive an incorrect item on your order, please contact Customer Service straight away and we will arrange for a courier track pack to be sent to you to return the incorrect item. Once this is received by us, the correct item to be sent to you.

Can I collect my order at an Amazon store?

No sorry, at this stage all orders must be sent to a nominated New Zealand addresses.

PAYMENT

Is GST included in your prices?

GST of 15% is included in the price of goods sold.

What forms of payment are accepted?

We accept all major credit cards: Visa, Master Card, American Express and Q Card, as well as Amazon Surf online gift cards and Paypal. We cannot process Amazon Surf store gift cards at this time.

When will I be charged for my order?

Your credit card will only be charged once your entire order has shipped. Most orders ship within two days of you placing your order. You will receive a shipping confirmation email once your order is dispatched and a final receipt email once all items have shipped.

Why is there a hold on my funds?

When you place your order we authorise or hold your funds until your order ships, so we can be sure that you will have enough funds in your account when we finalise the payment. The hold will release once we accept payment.

RETURNS & WARRANTY

How do I return an item?

If you are not satisfied with your online purchase you may return items within 15 days of the shipping date. As long as the items are returned in original, unused condition with the original tags and packaging intact, you will be refunded the full price paid for the product.

You can return by posting to our warehouse or going into an Amazon store. View return policy here.

How do I get my money back for returned items?

Returns will always be refunded onto the original tender. Unless you paid using an online gift card or Paypal and return to store. These will be refunded onto a store only gift card.

Can I return an item that I have used?

Sorry, only products in new unused condition will be accepted for returns. View return policy here.

Can I exchange an item for another size or something else?

We can only process exchanges in store. If you don't have an Amazon Surf store handy, you can return the unwanted item to our warehouse for a full refund and purchase the replacement item through our online store. View more on exchanges here.

GIFT CARDS

ONLINE GIFT CARDS

Can I use an Amazon Surf online gift card online?

Yes you can! You need an online gift card with gift card number and pin number to use online. The gift card says ‘online gift card’ and may be emailed directly to you or printed and given. It looks like this:

Can I use an Amazon Surf online gift card in store?

Unfortunately Amazon Surf online gift cards cannot be used in Amazon Surf stores at this time.

How do I buy an Amazon Surf online gift card?

Select Gift Cards from the top of the window on any page.

Choose the amount.

Enter the recipient’s name and their email address if you want it to be sent directly to them. Enter your email address if you want it to be sent to you to print or forward.

You can write a message if you like.

Select the date you want the gift card to be sent.

Choose a gift card design and process order.

Why does it look like I’m only being charged $1 for my gift card?

We accept the payment for the full amount on the gift card when the gift card order is completed and the gift card is emailed to you. In the meantime, you will only see an amount of $1 when you enter your payment details and an authorisation of $1 on your card.

When will my Amazon Surf online gift card be emailed?

Our gift cards are emailed once each day at 8-9pm. They do not send as soon as you place the order. If you don’t receive your gift card within 24 hours, please contact customer service.

How long is my Amazon Surf online gift card valid for?

Your online gift card is valid for 12 months from the date it was issued and emailed.

How do I use my Amazon Surf online gift card to place an order?

Create an account and enter your address into the address book, before placing your order.

Add items to your card and check out.

You will be asked to enter the gift card details at the final step. You must enter the gift card number and pin number. If the gift card is successfully added, you will be able to process your order.

Can I split payment with an Amazon Surf online gift card and another type?

Yes you can. Once you enter your gift card details, the balance of the gift card will be deducted from the payment. The balance can be paid using another tender such as credit or debit card or Paypal.

What if I want to return something I paid for with a gift card?

If returned to an Amazon Surf store, purchases made with an Amazon Surf online gift card will be refunded onto a store only gift card.

If returned to the Amazon Surf Warehouse, purchases made with an Amazon Surf online gift card will be refunded back onto the original online gift card.

STORE GIFT CARDS

Can I use an Amazon Surf gift card bought in store online?

Unfortunately Amazon Surf store gift cards cannot be used online at this time. If you have a plastic gift card with a barcode on the back and no pin number, it is a store gift card.

How do I buy an Amazon Surf store gift card?

Amazon Surf store gift cards can be purchased from any Amazon store.

If you cannot make it to a store, please contact your closest Amazon Store and they can arrange for one to be posted to you.

Check here for store locations.

How do I unsubscribe from your emails?

At the bottom of each email we send, there is a link that says ‘unsubscribe from this list.’ Select this to unsubscribe.

Is your site secure?

Our secure servers protect your information using advanced encryption and firewall technology throughout the ordering process. Most browsers will show a lock icon in the bottom status bar on secure pages. Look for this icon on any web page that asks for your personal information. To further ensure your security, we use state of the art SSL (Secure Sockets Layer) encryption to protect your personal information from unauthorized use.
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