Customer Service

    • SHIPPING & DELIVERY

      NEW ZEALAND SHIPPING RATES

      All prices are in New Zealand Dollars

      Free shipping within New Zealand on all orders over $199

      $8.50 shipping within New Zealand for all orders under $199 – add $5 for NZ rural delivery.  Please make sure to check the Rural Delivery box when completing checkout)

      Chatham Island, Great Barrier Island and Waiheke Island $25 on all orders. This is untracked pricing to the islands. Please contact us if you would like us to quote this option.

      Time frame 3 -7 days target. We will contact you in the rare instance this may be longer. If your order is urgent we want to do what we can so please contact us and we will see what we can do. South Island deliveries may take a day or two longer.

      The above are an untracked service via NZ Post. Quoted up to 1 kg.

      Track & Trace service within New Zealand for all orders under $199 is $15 flat fee.  Allow 2-4 days delivery

      We use http://www.posthaste.co.nz/ couriers with Track and Trace and we will email you a tracking number once we have shipped your item. Our couriers will not deliver to PO Boxes or Private Bag addresses, so please ensure you provide a valid physical address. Otherwise you could always get delivered to a friend in town.

      Please note: If your original order is greater that NZD $199 and qualifies for free shipping and you choose to return or exchange items bringing your final order below NZD $199 the amount of the shipping will be deducted from the refund.

      INTERNATIONAL SHIPPING RATES

      All of our international orders are shipped via First Class NZ Post. This is an untracked service. Please contact us if you would like a tracked international service, the rates are higher than stated on our graph below. We rarely fun into issues with shipping via NZ post and in the event of a missing package we will endevour to assist as much as possible.

      We can ship worldwide so if your country is not listed in our drop down menu please contact us sales@eyespystore.co.nz

      Please allow 10-14 days for all international orders.

      Prices quoted for parcels and packets are for up to 1 kg – shoebox size @.015 CBM

      Please be advised that each country has different customs and laws and your item/s may incur other charges which we are not responsible for. We will do our best to get your goodies to you the cheapest, fastest and safest way we can.

      Please be sure to include as much contact information as you can in your order and double check address and spelling to avoid any  hold ups.

      Zone / Country  up to $100  up to $200  up to $300  up to $400  up to $500
       Australia (Zone A) $10 $15  $20  $25  $30
       South Pacific (Zone B) $15 $25  $32  $42  $50 
       Canada/USA (Zone C) $18  $30  $42  $55  $65 
       UK/Europe (Zone D) $20  $35  $45  $65  $75 
       Rest of World (Zone E) $20  $35  $50  $65  $80 

       

      RETURNS & REPLACEMENTS

      Please note: The policies below apply only to goods purchased online via this website. Check with us for details of our physical store policies.

      Eye Spy Store is dedicated to providing quality products and services to our customers. We hope you will love what you have ordered, but if something isn’t right, please let us know.

      Our quality control team inspect all deliveries to www.eyespystore.co.nz to ensure the products you receive meet our  quality standards. However, if you do receive a faulty or damaged product, please contact us to arrange a return and replacement or gift card.

      Refunds

      Refunds will only be authorised if you make contact within 5 days of receiving your goods.  You will be given a Return Authorisation (RA) number at this time.

      Unfortunately your original postage and/or import duty, customs fees and local sales taxes (levies) charged are not refundable. Refunds apply to postal returns only. All returns must be accompanied with a returns document as detailed below.

      When the shop is very busy a product that you have selected to buy may be listed as being in-stock, however, because we are also a physical store, there is the possibility that a shopper in store may be purchasing the same item at the same time. If this does happen we will fully refund you of your purchase.

      Faulty Goods

      Please contact us first before returning any items.

      All Eye Spy Store products carry a guarantee on faulty workmanship and materials.  Care labels in the garments must be strictly adhered to. Items that are damaged as a result of wear and tear are not considered to be faulty, it is at the discretion of Eye Spy Store to determine fault. If you would like to return a faulty item, follow the standard returns procedure. Upon accepting the fault of the product, we firstly have the option to repair the faulty item or replace it for the same product in the same size at our discretion. If we cannot repair or replace the item, you will receive a credit or a refund including your original postage charges.  Unfortunately any import duty or customs fees and local sales taxes (levies) charged are not refundable.

      We will meet our requirements under the NZ Consumer Guarantees Act.

      Sale Items

      ALL SALE ITEMS ARE FINAL

      This means no exchanges, credits or refunds unless it has been assessed as faulty.
      If you've purchased an item that was discounted but you have since changed your mind, unfortunately you cannot return it. But you can share the good vibes and give it to a lucky friend ;-)

      If you have any questions about an item, it's best to get in touch before you purchase. We will do our best to give you more information and assist you to make the right decision. 

      Returns Process

      You must contact our team support@eyespystore.co.nz regarding any issues within 5 days of receiving goods, to ensure you qualify for a return or exchange. Do not send anything back without getting in touch with us first or it may not be accepted.

      All returns are to be sent with the online returns document (download here) ………….and supporting documentation including receipt/order number.  Items are to be returned in their original condition and appropriate packaging to:

      Eye Spy Store
      6 Royal Oaks Lane
      701A Morrinsville Rd
      Newstead, Hamilton 3286

      If you return items without meeting our return policy criteria, this may lead to further delays.  You are responsible for the cost of the return shipping to have your goods returned. 

      We are happy to exchange/refund with gift card any item purchased online (unless stated otherwise). However the following conditions apply:

      • You must notify support@eyespystore.co.nz of your intention to exchange/return within 5 days of receiving your goods.
      • Send goods back to us via a trackable method to the above address. Please note Eye Spy Store does not take responsibility for any items lost in the process of returning the item to us and hence why we recommend a trackable method. (lost parcels are no fun at all)
      • We will raise a credit, exchange or refund with a gift card for you once the garment has been returned and accepted by Eye Spy Store. Please allow 5-7 working days for this to happen.
      • Items must be returned with original receipt, in brand new, unworn condition with original tags still attached - we will not accept items that have been washed, damaged or soiled in any way.
      • Once the product has been received it will undergo a quality control check to ensure that the item is unworn and the original tags are still in place.
      • Once assessed , we will process your return and get back in touch with you as soon as possible (within a max of 3 working days
      • No refunds will be given on sale items or outlet sale items.

      You will be refunded via gift card or credit note for the price you paid for the item at the time of purchase.

      Please note: Eye Spy Store is not responsible for the payment of the return shipping. If you are wanting an exchange, the courier for the new garment is at your expense. We suggest you include a prepaid bag with your return. We are more than happy to help with size selection and fitting over the phone to try to get it correct first time.

      Gift Cards

      Gift cards are not available to be refunded or exchanged for credit in the form of cash or direct debit. Once purchased the sale is final and shall not be returned or requested for a refund.

      Availability

      As well as our online store, we also have two real-life physical stores. This means at any moment someone could walk in, try something on and buy it!

      We generally stock products in limited quantities, and we will try our very best to keep our online stock levels accurate and up to date - but there is a small chance that before our website updates, you may be purchasing something online at the same time as a customer in one of our physical stores.
      In rare instances, we may experience technical 'glitches' with our inventory systems where the item count does not update properly - so there is a slight possibility that you could buy a product that is no longer available. On the rare occasion that this may happen, don’t worry we will be in touch.  If this occurs and you have ordered something online that is for any reason unavailable, we will notify you as soon as possible and find a solution - either order it in for you where possible or cancel your order and issue a refund.

      Representation

      Some items may look slightly different in real life to how they look in the photo (due to types of  photography or the way computers or devices shows colours) but we will do our best to give you the most accurate description of how the item looks.
      If you have any questions about the fit or look of an item, email us or call us and we will do our best to help you out.
      But if you think we’ve got it seriously wrong,  contact us and we’ll have a chat about what we can do.

      Please allow 10 to 14 days for the processing of your return.

Location - select your stores

You must choose one warehouse.