INFORMATION QUESTIONS

FREQUENTLY ASKED QUESTIONS

ORDERS

How can I place an order?

You can place an order online; you will be required to create an account to register with us. It’s super easy to create an account using a valid email account. OR you can order as a guess.

Using your account, you’ll be able to view your purchase history, see order updates, save your address details for next time, and create a Wishlist of must-have items.

How do I know my order has been received?

Once you’ve completed your order online, you’ll receive an order confirmation email at the same time. If you don’t receive an order confirmation email within 24 hours of ordering, we suggest you check your email spam filter and junk folder in case our email has been directed there.

If this isn’t the case, please contact us at (09) 620 1000 and we’ll look into this for you.

Can I change my delivery address?

If your order hasn’t been dispatched, we may be able to change the delivery address.

Please note that if you want us to change Click & Collect order to shipping, you will have to pay the shipping fee. Our team will advise you the shipping fee.

For all requests to change a delivery address or cancel an order so that you can place the correct order please email us at sales@serandib.co.nz or phone (09) 620 1000. Our contact hours are Monday to Sunday from 9am to 5pm.

Can I amend or cancel my order?

Once an order is placed, we’re unable to make any changes to it including changing items and quantities, applying a discount code or removing items from your order. In case if you need to cancel the order, you may be able to cancel your order if it hasn’t been dispatched. If you need any help, please call our team on (09) 620 1000 or email sales@serandib.co.nz

Please note: When you place an order with us, you will be charged for your purchase as soon as you click the PLACE ORDER (except bank transfer) button in the checkout. An order confirmation will be sent via email to confirm your order and payment. If you cancel your order, it may take up to 14 business days for your bank or card issuer to process the refund (minus small credit card charges) to make your funds available to you again

PAYMENT

What payment methods do you offer?

We offer a variety of payment options for our customers. When shopping online we accept debit cards and major credit cards, VISA, and MasterCard.  We do not hold or save any of your credit card details as you will be transferred directly to Worldline (formally “Paymark”) payment Gateway platform, who we use as our Payment Gateway provider.

We offer you Online EFTPOS which enables you to pay online with your smart phone directly from your bank app. Not only is it the safer and easier way to pay online, it’s also one of the most secure payment methods available today as you never need to expose your payment or banking credentials.

Direct bank transfer is also available for you to transfer money to our nominated bank account that appeared on the website. (Please note your order will be processed only once funds realise to our account)

When will I be charged for my online order?

You will be charged for your purchase as soon as you click the PLACE ORDER button in the checkout. An order confirmation will be sent via email to confirm your order and payment.

Please be aware we take fraud seriously. All credit card and debit card holders are subject to validation and authorization through our Payment Gateway providers.

A GST tax invoice will be sent to you via email once your order is complete. This will include all items successfully dispatched to you as part of the order. If for any reason we are unable to fulfil your order in full, you will be offered store credits to use towards another purchase or refunded back to your original payment method for any items you have not received.

For credit or debit cards it may take up to 14 working days for the refund to appear back in your account depending on bank processing times.

What currency is the website in?

All prices displayed are GST inclusive and displayed in NZD.

How do I use my coupon code?

You need to enter your coupon code in the checkout. On top of the checkout page, you’ll see a field with the heading “Have a coupon? Click here to enter your code.” Enter the coupon code in the field and click “Apply Coupon.” You must enter the coupon code when you checkout as it cannot be applied after you’ve completed your order..

Why doesn't my coupon code work?

You may not have entered your coupon code during the checkout process. You may have used the coupon code on a previous order. The coupon code may have expired.

I forgot to apply my discount code can you refund me the difference?

No. Unfortunately, we cannot amend orders after they have been placed. If you forget to apply your coupon code, you will either have to request to cancel your order and place it again or you will need to wait and use your coupon code on your next order.

Please note we can aim to pack and dispatch orders as quickly as possible. We cannot guarantee that we will be able to cancel your order if your order has already started processing.

DELIVERY

When will I receive my order?

Most orders can be expected to take 1-3 business days to process and ship. This is counted from the first business day following the day that you place your order. Rural addresses may take longer so allow for 3-5 business days.

Orders usually process on same day if received before 12.00 noon during the business days. If orders receive from Friday afternoon to Sunday will process and dispatch on Monday.

Updates, package details and tracking links will be sent to you via email. If for any reason we feel that your order may end up delayed, you will be contacted via email during the delivery period to keep you updated.

What is your delivery fee?

Shipping charges will be calculated automatically when you complete placing the order. It will depend on the items added, weight and the shipping address.  The courier company charges are based on cubic volume of single carton (width, height & weight). If the order do not fit in to one carton, there will be an extra charges for every additional cartons on a same basis. Our team always tried to fill all the items in the order  into a single carton to reduce cost to our customers, except for very large orders. We take every effort to provide accurate shipping charges but this may very as it is difficult to get 100% correct as actual charges are calculated via respective courier systems, and not all courier company systems are fully integrated with our site. Most of the time charges get calculated correctly, but there are exceptions based on certain destinations as some courier companies charge differently. Additional shipping charges may apply for the rural delivery addresses at the time we book the delivery.

If any additional charges occurred due to above reasons, during the process our team will contact you accordingly. This will be done prior to dispatch your order.

It is important note that the courier charges are calculated by our courier service providers through their systems. We won’t have any authority or control over delivery fees. For all the orders with delivery charges (except for local deliveries-Auckland region), we take three different quotes from three separate courier companies and select the lowest & reliable option available for the destination for the benefit of our customers.

New Zealand Same Day Click & Collect Orders from stores are FREE OF CHARGE

How can I track my order?

When your order is dispatched, you’ll be sent a dispatch confirmation email informing you that your order has been dispatched along with the tracking number and link.

The delivery target is 1-2 business days following dispatch confirmation. Rural addresses can add 1-3 days to the delivery time.

You can track your parcels on the courier websites with a track and trace link sent to you.

I haven't received my order, what should I do?

Please go to the courier website and enter the tracking number into the track & trace service to find the latest status of your parcel. The tracking number can be found on your dispatch email.

If after reviewing the tracking details of your parcel you still have a query regarding the delivery status, in the first instance please contact the courier company help desk for more information.

Should you need any further assistance, please contact our team at sales@serandib.co.nz or phone (09) 620 1000, Monday to Sunday, 9 am to 5 pm.

CLICK & COLLECT

Is there a charge to collect from a store?

No Charges applied. Same Day Click & Collect orders must be placed by 3 pm. We will email or text you when your order is packed and ready to collect.

Please don’t head into the store until you receive your Ready to Collect email or text. On the rare occasion that there is a stock inaccuracy, one of our team will be in contact to discuss alternative options with you.

Orders need to be collected during store opening hours. Monday to Sunday, 9 am to 5 pm)

RETURN & EXCHANGE

Can I return product purchased online to the store?

We want you to be happy with your purchase. (Our return policy is in line with the ruling given by NZ Govt Commerce Commission. Not for change of mind) We will gladly exchange or refund the unused product in its original condition, with the safety seals attached within 3 days of the delivery date, accompanied by the original receipt. All refunds will be credited to the original form of payment. The delivery fee is non-refundable.

INFORMATION ABOUT US

CONTACT US FOR ANY QUESTIONS

    Address: 3-875, Dominion Road
    Balmoral Auckland 1041,
    New Zealand.