Where do you ship to?
The main markets we ship to are New Zealand, Australia, United Kingdom and United States. This does not mean we cannot ship to your country. Should you wish to apply to receive goods to a country not on our default shipping list, please apply here [when prompted at the check out] and we will be happy to help.
What currency will I be charged in?
Your credit or debit card will be charged in NZ Dollars. The amount on your bank statement will be the equivalent amount in your local currency based on the rate applied by your credit card company on the day your account is debited. Note that the rate applied by your bank may not be the exact rate as stated on the siteʼs currency converter at the time of purchase.
What types of payment do you accept?
VISA, Mastercard, American Express, Approved debit cards
Do I have to pay customs and import duties?
Customs and import duties are charged when your items reach their destination. These charges are the sole responsibility of the recipient. We have no control over these charges and cannot advise what the costs will be as import duties and customs policies are different in each country.
When will I know my order has been shipped?
You will receive a confirmation by email to advise that your order has been shipped.
Can I have a different delivery address to my payment address?
Yes, you can specify a separate delivery address from your billing address. Please fill out the relevant details at the checkout when prompted. We cannot change the delivery address of the parcel once it has been dispatched.
What if my order is incorrect?
In the event of a mistake we will do our absolute best to fix it and resolve any problems. If you have received an incorrect order please contact us on +64 9 366 45 28 or email us at firstname.lastname@example.org and we will assist. Always include your specific order reference number when emailing regarding your order.
How do I return an item or an order?
If you would like to return an item from the FABRIC Online Store please contact us within 7 days of receiving your order to request a Return Authorisation Number. This can be obtained by emailing us at email@example.com To return an item, please use the returns slip provided with your order. Securely package your item with its original swing tags. We recommend that you select an insured shipping or postage method. You are responsible for the product until it reaches us. FABRIC does not accept responsibility for packages we do not ship ourselves. Unless the item is faulty, return shipping costs are to be paid by the customer.
Send your package to:
FABRIC Online Store
5 High Street
Auckland, 1010 We will advise you once we have received your goods.
How long will the processing of my return take?
Once we receive the item we will repair, replace or refund the items within 10 days of receipt. Please note on the return / exchange form your preference in this regard. If the item is faulty we will refund you the costs for returning the item and cover all shipping costs from the replacement or repaired item. In the event that the repair or replacement will take longer than 10 days, we will advise you of the particular circumstances and likely timeframe for return.
Can I return my order to one of FABRIC’s physical stores?
Online returns can be dropped off at both FABRIC stores only to be passed on to our online team, no credits refunds or exchanges will be processed at FABRIC’s physical stores.