Availability
If a size or colour is unavailable online, could it still be available instore?
Yes. We treat our online shopping site the same as any of our retail stores and sizes and colours are automatically dispatched from our Distribution Centre depending on stock levels. This, of course, will vary from store to store according to their sales.
Search
How do I search for a style code/sku for a product?
Using the SEARCH function, type the product style number or sku into the box and press Enter. A link and thumbnail image will appear, from where you can click through to the product detail page.
Delivery
Can I ship to an overseas address?
Yes, we now ship internationally to Australia, the South Pacific, East Asia, North America, the UK and Europe. Your order should take 3 - 14 working days to get to your destination and online tracking is available, but limited.
Can I track my courier?
NZ deliveries - by using the Courier Post Website (http://www.courierpost.co.nz/)
Can you courier to a PO Box?
No sorry. Preferred delivery, if possible, is a Business address i.e. a place of work.
How do I know how much my delivery charges will be?
All NZ deliveries are a flat rate of NZ$5.00
Flat rate International deliveries:
Australia NZ$20.00
South Pacific NZ$20.00
East Asia NZ$45.00
North America NZ$45.00
UK & Europe NZ$45.00
What are the delivery terms?
North Island – allow 2 working days
South Island – allow 3 working days
International - allow 3 - 14 working days
Can I arrange to collect my purchases instead of couriering them?
This will only apply to the Auckland region. Please see CONTACT menu for our Distribution Centre details.
How do I change the delivery address for an order that I have already submitted?
It is possible to change your delivery address once your order has been submitted before it is dispatched. Please contact our Distribution Centre by using the CONTACT menu.
There is a problem with my delivery, who should I call?
Please contact our Distribution centre by using the CONTACT menu.
Emails
Why am I getting emails from Hallensteins?
When you make a purchase at our online store we will send you an email to confirm your order and details. When you register with our online store you will have the option to sign up to receive regular email updates with promotional information, such as information about special offers and sales events.
How do I opt out of marketing emails?
You can opt out of receiving promotional communications by clicking unsubscribe in the body of the email. Alternatively you can contact our Web Administration (see CONTACT menu). If contacting our Web Administration please be sure to include your full name and the email address you used when you registered with or made a purchase from Hallenstein Bros. Please note it may take up to 10 working days to process your email request, during which period you may continue to receive communications from Hallenstein Bros.
I haven’t received my validation email – what do I do?
Following placing an order you will receive an order confirmation via email, after which the system will preauthorize your credit card. If your credit card fails you will be sent an automated invalid email which will contain a link to your shopping cart for you to either replace or repay your order. This will continue to loop until your credit card has been authorized. It is not until your order has been authorized that your validation email will be sent.
Alternatively, you may have spelt your email address incorrectly, given an email address that does not exist or your spam filter may have blocked the message.
If you have checked the above and still do not receive the email, please contact our Distribution Centre (see CONTACT menu) to find out the status of your order.
My Account
I’ve lost my password, what can I do?
On the log-in page type in your registered username and click I’ve forgotten my password. This will send your password to your registered email address.
My password isn’t working, what can I do?
The process is the same for if you have lost your password. On the log-in page type in your registered username and click I’ve forgotten my password. This will send your password to your registered email address.
How do I re-set my password?
You can re-set your password by logging on to your account using your current password and updating your profile.
How do I register?
You can register an account by clicking the SIGN IN / REGISTER button at the top right of the webpage and following the steps from there.
What happens to my details when I register?
An email will be sent to your email address to confirm the registration of your account. Your details will remain private and confidential (refer to our PRIVACY POLICY).
Payments & Billing
Will I have to pay another courier fee for return or replacement product?
Postage charges on returns are not refundable. However, if you are returning an item for exchange (i.e. the same style is being changed for a different size or colour), you are not required to pay for standard delivery on the outgoing parcel.
Will my refund include the courier cost?
No, postage charges on returns are not refundable.
Is it safe to buy online using my credit card?
When you enter your personal information on our website we use Secure Sockets Layer (SSL) technology to protect your information as it is transmitted to us. Where an online retailer uses SSL technology, at the checkout the online retailer serves and your PC encrypts everything that you enter into your computer, such as credit card details, billing and delivery address. When it is encrypted, generally other computers are unable to make sense of it, therefore keeping the information private while it is being transmitted.
Can I purchase online with my Hallensteins Credit Account?
At this stage no, but we are working on getting this type of payment functional on the website. Account customers will be notified when this is operational.
Can I purchase online with my Hallensteins giftcard?
No sorry, this is not available yet.
Returns & Refunds
Hallensteins is committed to providing quality products to our customers. If for any reason you are not completely satisfied with any product, please return it to us in the original condition within 14 days of receipt and we will replace it or refund your purchase price using the original payment method.
Can I return/exchange items that I buy online at Hallensteins retail stores?
Yes. You can return or exchange an item that you have bought at our online store at any of our retail stores (see the STORES menu for locations) if the item has not been worn, is in saleable condition and you have kept your proof of purchase*.
My purchase is faulty, how can I exchange it?
Our Quality Control team inspect every delivery into Hallensteins to ensure that the products you receive meet our high quality standards. However, if you do receive a product that is faulty, please call our Distribution Centre (see CONTACT menu) to arrange a free return delivery and an exchange or refund. You may also take the product into any of our retail stores (see the STORES menu for locations) to receive an exchange or refund.
I’ve ordered the wrong size/colour, how can I exchange it?
You can exchange the size of any product you buy at our online store at any of our retail stores (see the STORES menu for locations). If preferred, you can return the product to our distribution center (see CONTACT menu) and arrange to have a new size sent out to you. Please note that the online store may be out of stock for the new size and colour you are after (see AVAILABILITY above). To ensure the best possible fulfillment on your exchange, we recommend that you contact the Distribution Center or a local retail store to reserve the size/colour that you require.
I’ve been sent the wrong size/colour, how can I exchange it?
You can contact our Distribution Centre (see CONTACT menu) and arrangements will be made to send you the correct size/colour. You can also make the exchange at any of our retail stores (see the STORES menu for locations) but will need to bring in your proof of purchase*
Due to this being an error with the system we would appreciate you taking the time to notify either Web Administration or our Distribution Centre so we can check for errors and prevent this from happening in the future.
When will my credit card be credited with the refund?
Your credit card will only be charged when it has been confirmed that the ordered product is available and delivery is therefore confirmed. If the order becomes void, then you will receive an automatic refund on your credit card at 5pm the same day (Monday – Friday).
My purchase has yet to be delivered, but it is on special – can I get a refund of the difference?
Just like our retail stores, the price is what it was at the moment you bought it.
Please refer to Pricing in our TERMS OF USE section.
*Proof of purchase will be the packing slip in your delivery.