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FAQs

Account Troubleshooting

How do I unsubscribe from the emails?

To stop receiving emails, click the unsubscribe link at the bottom of any Onceit email.

How do I change my delivery address?

You can add, edit and delete addresses via My addresses.

Credit

How do I use credit?

Credit is automatically added to your order when you check out. You cannot use credit to pay for shipping, so you may have to make a credit card payment for this.
You can check your credit balance via your credit history.
Any credit for items returned to us will not expire; credit earned from inviting friends is valid for 6 months from issue date.

How does invite credit work?

  • Invite any of your friends to become an Onceit member via your unique link and we will load $20 Onceit credit to your account when they make their first purchase over $60.
  • The credit will be added to your account once their order is processed. This is an automated system; we are unable to manually upload credit in instances where the link is not used correctly.

Order Troubleshooting

How long will it take to have my order sent to me?

Each product has an estimated shipping delivery window. This estimate will be displayed at checkout and you can check your estimated delivery window by going to your order history. You will also receive a confirmation email one day after your order is placed with these time frames.

If you have ordered products from different warehouse locations, your order may be split into multiple shipments and have different shipping windows which will be displayed at checkout. We work hard to process all orders as quickly as possible, however, from time to time the delivery of specific items will exceed our usual stated delivery window for reasons outside our control. We will send you an email once your item has been dispatched and if we anticipate delays.

My order says sent but it has not arrived yet?

When your order says it has been sent it means that it has been picked & packed and is now with one of our delivery partners. No status? Don't worry, it may take up to a few hours to be updated after receiving your tracking information email.

I didn't receive my entire order?

If you have ordered products from different warehouse locations, your order may be split into multiple shipments and have different shipping windows which will be displayed at checkout. From time to time the delivery of specific items will exceed our usual stated delivery window for reasons outside our control. We will send you an email once your item has been dispatched and if we anticipate delays.

Did my purchase go through?

If your order is placed successfully, it will be available to view in your order history.

Can I cancel my order?

We can only cancel orders in certain instances. Please contact customer service as soon as you can to see if this is possible.

Returns

How do I make a return?

You can find our returns policy here.

Can I exchange my order?

Unfortunately, because we place orders post-sale for exactly what has sold, we do not hold any extra stock for exchanges.

My order has arrived faulty/broken, what do I do?

We are so sorry you have received a faulty item, please get in touch with us at members@onceit.co.nz and we will get this resolved for you as quick as we can.

Shipping & Delivery

Can I pick my order up?

Unfortunately, our dispatch has limited accessibility so we are unable to facilitate collections.

Where is my tracking email?

When your order is on the way to you, you will receive a tracking email. The tracking link will allow you to check your order’s progress. If at any point you wish to check on the status of your order, you can do so in your order history.

What happens if my tracking is showing delivered/completed but I have not received it?

Please contact our Customer Services team within three weeks from the date of delivery so we can launch an investigation with the couriers. If you grant authority for the courier to leave, then we are unable to process a claim for this. If you contact us outside of this window, we will be unable to fulfil your order as the courier will not accept a claim.

What is Priority Pick'n Pack

Need it soon? If you place an order for an eligible “In Stock" item you can pay a little extra to prioritise the dispatch of your order. For Priority Pick'n Pack, orders must be placed before 1 pm on business days, and we will dispatch your order the same day you purchase. If your order is placed after 1 pm, we will dispatch your order the following business day. Please Note: Priority Pick'n Pack is only available for in-stock items and excludes bulky items. Orders will only be dispatched on business days.

Do you offer Pay Later?

Yes! We offer Afterpay. Pay for your purchase over 4 interest-free instalments, due every two weeks. You’ll pay your first instalment at the time of purchase, and the rest over time. Orders ship as they would for any other form of payment.

Can I buy something from a sale that has finished? Can you hold items?

Unfortunately, as we order exactly what has sold immediately post-sale, we are unable to accept late orders and hold items.

Anything unanswered? We'd love to answer it for you.

Contact Support