Help
Delivery
When will my order leave?
Currently most orders will be shipped the next morning if placed by 6pm Sunday to Thursday. Orders placed after 7am on a Friday, weekend or public holiday will usually leave the next working day.
When will my order arrive?
Most orders are shipped via NZ Courier Post and will arrive 1 to 2 working days after they have left us. Please allow 1 to 2 days extra for rural delivery. Once a tracking number has been allocated to your order, you will receive an email from NZ Post - this will allow you to track your package.
How much is shipping?
The website will work out the shipping cost at checkout, before you pay. If your area is considered Rural, please ensure you choose the Rural Courier option at checkout. Choosing the incorrect courier option may delay your order.
Is the product currently in stock?
Stock levels on our website are live and up to date. What is showing in stock online is physically in stock in our NZ warehouse, ready to ship.
Opening Hours
Our normal hours are Monday to Friday, 10am to 4pm, except for Auckland and national public holidays.
Returns policy
I have purchased a product from you but it has a suspected fault or defect, can I return it?
If you believe a product you've purchased from us has a fault or defect, please contact us at contact@thehoundscoat.co.nz as soon as possible. Continued use of a defective product may void the warranty, so it's important to let us know right away. If your product is within the 12-month warranty period, we will provide a prepaid courier label for returning the item for inspection. Our certified technicians will thoroughly assess the product. If a repair is possible, the product will be restored to working order. If it cannot be repaired, we will issue a replacement.
There is nothing wrong with the product, I have simply changed my mind....or.....oops, I have ordered the wrong product by mistake.
Unfortunately, if you have simply changed your mind or ordered a product in error, we are not legally obligated to provide a refund. However, please contact us and we can discuss other options should this be your predicament, such as swapping the incorrect product for the correct item. (T&Cs apply)
Can I swap a product I have ordered incorrectly?
In some instances we will look at swapping a product for you, however you must consider and agree to the following criteria:
- We will not simply credit your account, you must purchase something else from us of at least the same value or more than the original item purchased.
- The item you wish to swap must be in 100% new, unopened, undamaged condition and never been used. If there are signs that the product has been used then we will be unable to resell it and therefore cannot offer an exchange.
- A swap request must be completed within 7 days of you receiving the item.
- You must ensure the item to be returned is packaged carefully to avoid damage, and cover the return shipping yourself. Please courier, not post, as this can cause significant delays.
- The original shipping cost of the item will not be refunded.
- A $20 restocking fee will be deducted from your exchange value - this is to cover the extra admin work on our end, and the original transaction charges.
Please get in touch if you would like this option, as all returned items for exchange must be approved prior to sending. Once confirmed, we will provide our address for return.
Can I return a pair of scissors if I don't like them?
Due to the personalized nature of scissors, we cannot accept returns of used scissors unless they are faulty. We recommend trying the scissors without cutting anything before making a final decision, as we can only accept unused items in brand-new, resalable condition.
What if my scissors or blades don't cut?
If your new scissors or blades aren’t cutting as expected, there may be several possible reasons. We provide troubleshooting tips here to help resolve common issues. If the issue persists, please contact us immediately so we can assist with troubleshooting. If necessary, we may request the item back for testing and sharpening. Please note that we need the equipment returned to assess and resolve the issue. Our policy is to attempt a repair before considering a replacement.
Shipping for returns?
The cost of returning items for exchange to The Hounds Coat is the responsibility of the customer. You must ensure the item is packaged carefully to avoid damage in transit. Once the item is received you will be notified and the next step will proceed, whether that be a replacement or alternative.