FAQs

Q: I CAN’T PRINT MY FAULTY/WRONG ITEM RETURN FORM OUT? I DON’T HAVE A PRINTER

A: No problem. Please put the CRN Return number on your enclosed packing slip and put the number on the outside of your return packaging. Please also put a note in the parcel stating your name, order number, CRN number and reason for the return.

 

Q: WHAT IF MY FAULTY/WRONG ITEM WAS PAID VIA AFTERPAY OR LAYBUY?

A: We will refund you for the faulty item back through Afterpay/ Laybuy

 

Q: CAN I CHANGE MY ADDRESS AFTER PLACING MY ORDER

A: Please make sure that you check your Order Confirmation as soon as you place the order and if there are any address alterations please email admin@shineon.co.nz with your order number and we can arrange to update your address details if your item hasn't already been processed through dispatch.

 

Q: CAN I GET MY SHINE ON ORDER COMBINED WITH MY OUTLET ORDER TO SAVE SHIPPING?

A: No sorry, the 2 sites are separate.

 

Q: HOW LONG DOES IT TAKE TO RECEIVE MY ORDER?

A: Orders are processed as soon as possible. We aim to dispatch your order within 3-5 business days. Once we have dispatched your order you will receive a shipping notification which will include your tracking information.

 

Q: I HAVENT RECEIVED MY ORDER YET?

A: If your parcel hasn’t been delivered within 5 working days (excluding rural deliveries) after receiving your Shipping confirmation email please contact  couriers@vll.co.nz with your tracking number and delivery address and the team will look after all track and trace and delivery query.

For any other queries please contact the Shine On team at admin@shineon.co.nz

 

Q: THE TRACKING NUMBER SAYS MY ORDER HAS BEEN DELIVERED BUT I HAVENT RECEIVED IT?

A: Please contact  couriers@vll.co.nz with your tracking number and delivery address and the team will look after all track and trace and delivery query.

For any other queries please contact the Shine On team at admin@shineon.co.nz

 

Q: DO YOU HAVE A PRIORITY SHIPPING OPTION?

A: Yes, we do offer a priority shipping option at checkout. If you select this option your order will be dispatched from our warehouse within 24 hours from the time you placed your order Mon-Fri before 3pm.

The cost for this service is $12.00

 

Q: I HAVE BEEN SENT THE WRONG ITEM WHAT DO I DO?

A: Occasionally we may get it wrong and mistakenly send you the wrong item or size from what you ordered. We apologise for the inconvenience.

Log into your Shine On Outlet account, Find your order and click on the ‘Return Request’ option on the right-hand side.

Please follow the instructions through the portal to proceed

 

Q: MY ITEM IS FAULTY WHAT DO I DO?

A: We sincerely apologise about this. Please Log into your Shine On Outlet account, find your order and click on the ‘Return Request’ option on the right-hand side.

Please follow the instructions through the portal to proceed.

Once we receive your faulty item we will refund you for the item and the return postage will also be included in this refund. Please note that the processing time for refunds is 10 working days from the date in which your faulty item arrives back at HQ.

 

Q: DOES SHINE ON DELIVER INTERNATIONALLY?

A: Unfortunately, at this stage we only ship to New Zealand and Australia. 

 

Q: CAN I RETURN MY FAULTY OUTLET ORDER TO A SHINE ON STORE?

A:  No, sorry. We cannot accept faulty items from the Shine On Outlet through the stores.

 Please log into your Shine On Outlet account, find your order and click on the ‘Return Request’ option on the right-hand side.

Please follow the instructions through the portal to proceed.

 

Q: CAN I GET OUTLET PURCHASES ADDED TO MY VIP REWARDS ACCOUNT?

A: No, sorry. Shine On Reward Points will not work on this Outlet page and Outlet purchases will not accumulate any loyalty points.

 

Q: CAN I USE A SHINE ON STORE CREDIT TO PURCHASE SOMETHING FROM THE OUTLET?

A: No, sorry. Shine on Store Credits (gift cards) that are issued to you for Shine on returns will not work on the Outlet. We apologise for the inconvenience.