How Can We Help You?

Shipping FAQS

How do I know if my order has gone through?

When you checkout on haakaa.co.nz, the page will notify you if your payment has been accepted or denied. If you are paying via direct credit, you will receive an email from Haakaa with the account name and number for you to transfer the money into. Once your payment has been received, you will receive an email confirming that your order is now being processed. An email with your tracking number will also be sent once your order has left our warehouse.

How will I know you have received my direct credit payment?

Please be aware that it can take up to 3 working days for your direct credit payment to clear and be allocated to your order. You will receive a confirmation email once your payment has been received and another email with your tracking number once your order has been processed through our warehouse

When will my order be dispatched?

We aim to have your order on the courier as soon as we can. Please allow 1-2 working days for Auckland deliveries, 1-2 working days for North Island deliveries and 2-3 working days for South Island deliveries. Please allow an extra 2-3 working days during public holidays and for rural deliveries (make sure you mention your RD when placing your order to avoid further delays). Courier services may take a little longer than usual over the Christmas period.

What happens if an item I purchased sells out and ends up being unavailable?

This is not a likely occurrence, but sometimes we run out of stock after your shopping cart has been submitted. We try to avoid this frustration as much as possible. If this does happen to you, you will receive an email from us stating the product that is out of stock and asking whether you would like to exchange it for another product or receive a refund.

Is there a cost if I decide to return my item via courier?

If you have ordered the wrong size, colour or have changed your mind about your order you will be charged for shipping costs to return the item. If you receive an item which is faulty or broken, we are happy to replace the goods and pay for shipping.

I've ordered the wrong item, what do I do?

In the case of ordering the wrong item, you will need to let us know ASAP by emailing customerservice@haakaa.co.nz or by calling us on 0800 NZ HAAKAA. We try and get our online orders sent as quickly as possible, so the quicker you get in touch, the sooner we can correct any errors.

Do you take gift cards online?

Yes, we do take gift cards online. If you want to pay by gift card, select the Gift Card payment option at checkout and enter the serial number off the back of the Gift Card or enter your gift card code.

What are the lay-by terms and conditions?

We currently offer lay-by online using Laybuy. Their terms and conditions can be found here.

A part of my item is broken, do you stock parts?

Yes, we do stock parts! If you are looking for a part of an item please email customerservice@haakaa.co.nz along with a picture of the part which is broken and the name of the product.

What is a promo code?

We may send special offers in our advertisements (TV, email, magazine etc) where you can use promotional codes either online, in-store or both. Promotional codes or 'Promo Codes' entitle you to receive discounts on items between specified dates. To use a Promo Code online offer, simply type the code into the Promo Code area at checkout. Please make sure you read any Promo Code Terms and Conditions. Promo codes are not compulsory. If you do not have a promo code, you can bypass this section.

When do I qualify for a free gift?

We may run "free gift with purchase" promotional offers where you will be sent a free gift along with your online order if you order a certain product or if your total order amount reaches a certain level. Please note that the free gift threshold for total order amounts is calculated after promo codes have been applied and before shipping fees are applied. For example, we might run a free gift promotion for orders above $60. Your cart total is $65, which qualifies you for the free gift. You then use a 10% off discount code, bringing your cart total to $58.50. In this case, your order no longer qualifies for a free gift. You then choose a shipping option, which might appear to bring your total back above the $60 free gift threshold. However, as our threshold is calculated before shipping fees are applied, your order will still not qualify for a free gift.