FAQ

My Order

Can i cancel or amend my order?
We try to process all of our orders as soon as possible so that you receive them quickly. Because of this, in most cases, we will be unable to cancel or amend your order. Please call on 0800 880 100 or email [email protected] and we will see if it is possible.

• If you would like to add products to your order, please place a new order for these items
• If your order has already been dispatched or delivered, and you would like to return any items from your order, please follow our Returns procedure.

My order has not arrived.
Please visit nzpost.co.nz to track your order (you will be supplied a link with your dispatch confirmation email), there are no tracking facilities on Stackers.co.nz. From here you will be able to find out where your parcel is and if it has been delayed, then why.

I have issues with my order.
Please contact our support team via our contact page stating the details of your order and we will try our best to resolve the issue for you.

I haven't received my confirmation email.
Please check your spam folder, if you still can't find i contact our support team via our contact page stating the details of your order, we will check your order on our system and send you your confirmation.

What are your hours of operation?
Our customer service team is available 9:00am - 4:30pm Monday - Friday. If you have a question outside of these hours we will reply as soon as possible.

Promo Codes and Placing an Order

I am finding it hard to place my order.
If you are struggling to place your order please get in touch and we can take your order over the phone, 0800 880 100
To get your order completed as quickly as possible please have the following details to hand when you call:
• Name
• Billing and Shipping address
• Email
• Card Details
• The items you wish to order
We will then process the order for you and have a confirmation email sent.

I have a promo code but don't know how to use it.
In your shopping bag there is an option to add your code found beneath the 'Checkout' button.

My promo code isn't working.
If your promo code isn't working there may be a number of reasons for this: You can only apply one promo code at a time this includes promotional offers on the website. Therefore if there is already a promotion running, say a product has 10% off, then you will not be able to apply further discount to the item.
Your promo code has expired. Please check the details of your promo code.
You have entered it incorrectly.

I saw an offer on another site but it isn't available on Stackers.co.nz
Please send us the link to the offer via our contact page.

Delivery

Delivery is taking longer than expected
During the Christmas season orders can become delayed due to high demand. Please anticipate a 1 working day delay to your parcel when ordering during this time.

How much does delivery cost?
$7.99 - Free delivery over $149.99 within NZ. Delivery costs can vary over time. International delivery information is unavailable at this time.

How will you ship my order?
Shipments are handled by Courier Post. Orders received before 3:30pm will be dispatched the same day.

Can I track my order?
You will be emailed a tracking number once your order has been dispatched.

How long does delivery take?
Same day dispatch if ordered before 3:30pm, this can vary during peak times. North Island target delivery times are overnight. South Island target delivery times are 2-3 business days. Saturday delivery cannot be guaranteed.

I received a text from DPD stating they haven't been able to collect my parcel?
Orders are often printed the day they are placed so we can prepare them as quickly as possible. Orders placed after 3:30pm are not always shipped the same day. Rest assured your order is being processed.

Can I specify a day for delivery?
If you provide us with your contact details you can do the following:
• Request goods to be left in a safe place
• Collect from depot or post office

Returns and Refunds

Can I return an item for a refund or exchange?
Yes, within 30 days of purchase for a full refund.

How do I return a product?
Please use the returns form found here.
Please note you will need your order number and email address ready, your order number can be found in your order confirmation email.
For more information on our returns policy please click here.

I have received a faulty item.
Please use the returns form found here.
Please note you will need your order number and email address ready, your order number can be found in your order confirmation email.

Stackers Product

Do the different sizes stack together?
The mini, classic and supersize Stackers do stack amongst themselves, for more information on this go to our how Stackers work page.

Can I have my own custom layout made?
Unfortunately not, Stackers allows you to create your own jewellery box but you are limited to the options found here.