Shipping

What are the shipping costs?

We offer a flat $8 shipping fee for most items within New Zealand. However, very large or heavy products (over 0.025m³) will incur an additional shipping charge. For international orders, shipping fees will be calculated at the time of purchase or contact us for a quote.

Can I use a PO Box for my delivery address?

We are unable to deliver directly to PO Box addresses, as we send via courier and this is not an option they offer. And more often than not a signature is required on delivery unless requested no signature. 

Do you ship overseas?

Yes, we ship to over 220 countries. Russia is the only country with limited service; orders must be directed to a business address. Shipping costs will apply. 

How long will it take to get my order?

We pack our orders twice a day to get your package to you as quickly as possible. Currently you might expect the same day for Auckland if ordered before 9am or the following day for Auckland if you place your order after 9am. Other shipping times for New Zealand are:

North Island NZ 1 day
South Island NZ 2-3 days
Rest of the world please contact us for a shipping quote.

Note that these are approximate delivery dates and are based on working days. Delivery time is measured from when your order is dispatched and do not include any hold ups that may occur due to local custom procedures. Orders are dispatched multiple times everyday from Monday to Friday.

What shipping carriers do you use?

We use NZ Couriers, Mainfreight, Courier Post and Owens to deliver all New Zealand orders and Fedex or DHL for the rest of the world.

Ordering

Will I be charged Duty and Taxes?

If you are purchasing ‘Scarles’ products and you live outside of New Zealand please be aware of any import duties and taxes that may be charged on delivery into your country. These charges depend on your country's import legislation and are not covered by Scarles. Unfortunately we have no control over these charges. If you have any questions regarding customs charges we recommend contacting your local customs office.

What payment methods do you accept?

We accept payment by Visa, Master Card, Apple Pay, PayPal & Laybuy.

Is it safe to order online?

All our payments are made through Shopify and their payment gateway. Our site is also secure which you can see by the padlock on the top of the search field which gives us our HTTP"S" for secure. Any securities issues will be shopify and we have never had a breach of security since using their service.

How do I know my order has been received?

Once you’ve completed your online order you will receive an order confirmation e-mail. Please check this carefully to ensure all your details are correct. If any details are incorrect please contact us at sales@scarles.co.nz

If you don’t receive an order confirmation e-mail from us within 24 hours of placing your order check your Junk folder in case our emails are going there. We may also have the incorrect email address registered with your name. Please check your account details to ensure your e-mail address has been entered correctly.

If you still cannot see why you haven’t received one please e-mail sales@scarles.co.nz and we’ll sort it out for you.

Can I return my product?

We always aim for make sure our customers love our products, but if you do need to return an order, we’re happy to help. Just check our Returns section or email us directly and we’ll take you through the process.

Can I get my product personalized?

It depends on the creator and the product. All options are outlined on the product page, so look out for customization options there.

Returns

Can I exchange my order for something different?

We can accept returns for any reason, within 14 days of purchase. You can return any item for an exchange or store credit within this time.

Will I have to pay for the return shipping?

If you change your mind, any product return will be at your expense. For any manufacture fault, a credit for shipping costs will be considered after the fault has been determined as per the details below. Outside of New Zealand all return shipping costs are at the expense of the customer. We are not responsible for the loss or delay of packages being returned and suggest using a shipping service that provides a tracking number and insurance.

Can I return my order to the retail store?

You can return your online order to any of our ‘Scarles’ stores, all you need is your order invoice as proof of purchase. 

I have received the wrong item in my order, what should I do?

If you receive an incorrect product, please contact sales@scarles.co.nz straight away with your name and order number so that we can resolve this for you. 

I have received something faulty, what should I do?

If you receive a faulty item please contact sales@scarles.co.nz with your name, order number and as many details as possible. We will resolve any issues with faulty items as quickly as we can. Check out our Shipping and Returns page for more information.

Guarantee

What is your parts guarantee?

We guarantee our parts for 12 months from purchase. Please read our Returns and Refund policies if you believe you have a faulty product.

Help

Got a question not covered above?

You can contact us through our contact page! We will be happy to assist you. You can also email us at sales@scarles.co.nz or give us a call during working hours 0800 SCARLES.