FREQUENTLY ASKED QUESTIONS






Where can I find information on Store Location and hours?
Please see the Contact Us page

Why aren't all products on the site able to be bought online?
We are continually working towards adding new products to our online store. Our online range will be increasing on a weekly basis.  Due to supplier restrictions some of our in-store products are unable to be sold online at this time.

How do I buy products online?
Simply add the product(s) you wish to purchase to your Bag and continue through the checkout process. You will need to supply an email address, delivery details and payment information in order to complete your purchase.

Do I have to register for Smith & Caughey’s online to order products online?
No you do not need to register – you are able to check out as a guest.
We recommend registering for Smith & Caughey’s online if you wish to view your transaction history, save your delivery and payment information for future orders and gain access to special online only offers.  You must register for Smith & Caughey’s online in order to pay using your Smith & Caughey’s Card.

How do I add an item to my wish list?
Simply click “add to wish list” underneath the product image on the product page.

How do I email a product to a friend?
Simply click the envelope icon underneath the product image on the product page and enter your friend’s email address along with an optional message.


Delivery
How much will delivery cost?
Please see our Delivery Information page.

What is an oversized item?
Heavier items incur additional freight charges and are indicated as oversize on the product details page as well as in the bag and checkout.

When will I receive my order?
The delivery time frame for your order will depend on the availability of the product(s) you have ordered. Expected delivery time frames for each item are clearly detailed in your Shopping Bag. The delivery time frame for your order is detailed in your order confirmation email.
You have the option of having your items shipped separately if their delivery time frames differ. Additional delivery charges may apply.

Why does my cart say some items will be shipped in 1-3 days and some in 5-14 days? Can I have them shipped separately?
The expected delivery time for each item depends on whether we have the stock in-store or whether we need to acquire the stock from another store or from our supplier(s). You can opt to have your items shipped separately if their delivery time frames differ. Additional delivery charges may apply.

What should I do if I need my order by a certain date?
Phone or email our customer services at online@smithandcaugheys.co.nz and we will do our best to ensure your order is dispatched as soon as possible.

How can I change the delivery address of my order?
Phone or email our customer services at online@smithandcaugheys.co.nz if your order has not been dispatched we will do our best to update the delivery address of your order.

How can I cancel my order?
If your order has not been dispatched, we should be able to cancel it for you. Registered online customers can check the status of their order in the My Transactions tab under My Details. You will need to contact customer services at online@smithandcaugheys.co.nz to cancel your order.

How can I track my order?
You can track your order on the Courier Post website by entering the tracking number sent to you in your order confirmation email. Registered Smith & Caughey’s online customers can also track their order by clicking “Track & Trace” in their My Details area, under My Transactions.

Who delivers my order? How are orders delivered?
New Zealand wide orders are couriered by Courier Post. International orders are processed by New Zealand Courier Post and can be tracked via their website.

Will I have to sign for my delivery?
Yes all our deliveries require a signature. If you are not normally home, you may want to consider shipping your order to your work.

What if I am not home when my package arrives?
The courier will leave a card with instructions on how to collect your order.

Do you deliver to PO boxes?
Yes we do deliver to PO Boxes. This is available to registered online shoppers only.

Do Smith & Caughey’s ship internationally?
Yes. We deliver to Australia, UK, USA and Canada.

Can I get different products within my order sent to different addresses?
Unfortunately we do not offer a separate delivery address option at this time.

Can I pick my online order up from my nearest Smith & Caughey’s store?
Unfortunately you aren’t able to pick up your online orders in-store at this time.

Returns
Can I return a product I've bought online?
Yes. We offer free returns on all online orders*.
*Some exclusions apply. See our Returns Policy for details.

How long do I have to return my purchase?
Returns must be received by Smith and Caughey’s no later than one month after purchase.

How do I return a product?
Fill out the returns form enclosed with your order and have it couriered back to us using Courier Post. See our Returns Policy for full instructions. You can also return your online order to either our Queen Street or Newmarket stores. Please bring a copy of your invoice with you to the store.

How do I return or exchange items of Clothing?
You can return or exchange an item of clothing as long as it is in resalable condition.
We offer full refunds. You simply need to fill out your returns form and courier the goods back to us, free of charge. We will happily exchange your item(s) of clothing if you would like another colour or size of the same style. Fill out your returns form and courier it back to us, free of charge.
See our Returns & Exchanges Policy for full details.

Will I get a refund for products I return?
Yes, so long as your returned product(s) meet our returns criteria. See our Returns & Exchanges Policy for full details.

How long does it take for me to receive a refund?
Up to 10 working days.

How will I be refunded?
You will be refunded back onto your original payment method.

I have received the wrong product - what should 1 do?
Contact our Customer Services online@smithandcaugheys.co.nz and let us know and then send the item(s) you received back to us. We will get your correct items out to you as soon as possible.

My product is broken or faulty - what should I do?
Contact our Customer Services online@smithandcaugheys.co.nz to let us know and then send the item(s) back to us. We will get replacement item(s) out to you as soon as possible.

My product has been damaged during delivery - what should I do?
Contact our Customer Services online@smithandcaugheys.co.nz to let us know and then send the item(s) back to us. We will get replacement item(s) out to you as soon as possible.

Can I return my product to my nearest Smith & Caughey’s store?
Yes. You are welcome to return or exchange your order in either of our stores. Please bring your invoice with you to the store.

I ordered a product and you've refunded me without delivering it - why is that?
We must be out of stock of the product you purchased and are unable to get more stock. You should have been notified by email that we were unable to fulfill your order and that we had refunded your purchase. If you didn’t get this email, please let us know.

What if I change my mind about an item?
We offer free refunds and exchanges (of colour and/or size only) on all orders as long as they meet our Returns criteria. Simply fill out our returns form and send it back to us. See our Returns & Exchanges page for full details.

What if I don’t have the original shipping packaging?
As long as your product is in its original packaging, is sealed and has its tags attached (where applicable) you can send it back to us wrapped in a suitable alternative.

What if I don’t have the branded shoebox my shoes came in anymore?
Unfortunately, we are unable accept returns on shoes without their boxes.

Can I return sale items?
Unfortunately we do not accept returns or exchanges on sale items.

Are there any products that are exempt from the Smith & Caughey’s return policy?
Yes. We do not accept returns on lingerie, underwear or swimwear items; any packaged item that has been opened; shoes without boxes; any item of clothing that has been worn; any item of clothing that has had its tags removed or any sale items.

Brands & Stock
The item I want is out of stock. What now?
Sometimes a brand may be temporarily out of stock and sometimes products are sold through and are not restocked, particularly if they are seasonal products. Contact our Customer Services at online@smithandcaugheys.co.nz and we will be able to advise.

Do you place items on back order?
Each product indicates how long it should take to be shipped to you. If we are expecting the delivery time to be longer than this, we will contact you to ask you if you are happy to wait. If not we will cancel your order.

How do I know if you carry a certain brand?
You can search our Brands page, which gives a full listing of all of the brands we stock for sale online.

When can I expect new products to be listed on your website?
New products are constantly being added to our site.

What is Miss Smith’s Closet?
Miss Smith’s Closet is a designer boutique within Smith and Caughey’s, specializing in women’s fashion from local and international designers.

Why are there images online for products that you don’t actually stock?
Products will only appear online if we have stock of one or more sizes or colours of that product available in store or online or both.

Why are some brands that are in your stores not available online?
We are working towards having as many of our brands online as possible, however sometimes this does take quite some time especially with international suppliers, where approval must be sought from their head offices offshore.

Why do some of your products use NZ/Australian sizing whilst others use UK, US or European sizing?
We stock products from around the world and we reflect the sizes that they supply us with.

Do you offer a warranty on your products?
Some of our products, particularly electrical products, come with a Manufacturer’s Warranty.


Payment and Security

Is it safe to shop online?
What security and protection do you offer? Please refer to our Privacy and Security Policy.

How do I pay for my order? Which credit cards to do you accept? I don't have a credit card – what other methods of payment do you accept?
We accept Visa, Mastercard, American Express and Smith and Caughey’s charge cards. We also now accept ASB True Rewards cards as a payment option. At this time we do not accept any other types of payment.

What privacy rules do you have? Will my personal details be kept from third parties?
Please see our Privacy and Security Policy.

My credit card statement shows two transactions for my online order. Have I been charged twice?
No, it is very unlikely that you have been charged twice. When you place an order with us online, your bank may put a hold on the funds for us so that we can charge your card when we know we have the goods you have ordered. This hold removes the amount from your available funds for a period of 4-5 days and is then released back into your accounts' available funds. We will only charge your card when we are ready to ship your goods to you. Once we have done so, a second transaction may appear on your statement. If you have any concerns about this or an amount we have charged you, please contact us on 0508 400 500.

I've been given a Smith & Caughey’s gift card. Can I use it to purchase online?
Unfortunately, we do not offer payment by gift card at this time but we expect to in the future.

Can I make purchases online using my Smith & Caughey’s card?
Yes you can use your Smith and Caughey card to pay online, but first you have to register your card for online shopping. Please call our Customer Services on 0508 400 500 or email online@smithandcaugheys.co.nz

How do I redeem my promotional voucher or promotional code?
Simply enter your code in the voucher code field in the check out.

My promotional voucher or promotional code won’t work. What should I do?
Contact our Customer Services at online@smithandcaugheys.co.nz.

My computer froze while processing payment. How will I know that my payment went through successfully?
If your payment was successfully processed you will have received an order confirmation from us.

Can I use my ASB True Rewards dollars to shop at Smith & Caughey's?
Yes! You can now shop with us both instore and online using your ASB True Rewards dollars. To shop online simply enter your True Rewards card number as you would any standard credit or debit card at the checkout. To shop instore, use your True Rewards card as you would at any other ASB True Rewards partner store. Find out more information on True Rewards at Smith & Caughey's.


Pricing
Are your prices in New Zealand dollars?
Yes. Prices across the site are listed in New Zealand dollars.

Does the price shown include GST?
Yes. All prices listed on our site include GST unless otherwise stated.

Are prices the same online as they are in store?
Yes, unless otherwise stated. Prices may differ from time to time.

Can I make duty free purchases in store?
We offer a special Overseas Travel Discount, which allows people traveling internationally within 30 days the ability to receive a 15% discount on selected international lines. The Overseas Travel Discount does not apply to online purchases. See our Overseas Travel Discount (link) page for more details.

Can I make duty free purchases online?
Unfortunately we do not offer Duty Free purchases or Overseas Travel Discount online.


Gift Wrapping
Can I have all or part of my order gift wrapped?
Yes if you select “Make a gift” we will gift wrap your order and include a personal message.

Do you have Christmas themed gift wrapping at Christmas time?
Yes at Christmas time we offer Christmas themed wrap, unless you request otherwise.

What if I am purchasing a non-Christmas gift at Christmas time?
You can indicate on the site that you would prefer non Christmas wrap.

Can I have a gift card with a personalised message sent with my order?
Yes we offer this service.

Customer Service I need more help. How do I contact Customer Service?
You can contact our customer service by calling 0508 400 500 or emailing online@smithandcaugheys.co.nz


Registration, My Account, Forgotten Passwords
How do I register for Smith & Caughey’s online?
Click the Register button on the home page (link) and fill in the registration form.

Can I shop online without registering for Smith & Caughey’s online?
Yes you can browse the site and checkout as a guest.
I have forgotten my password, what should I do? Click the login button on the home page and then select “Forgotten Password”. We will prompt you to enter your registered email address to which a temporary password will be sent. Use this to login and update your password in My Details.

How do I find and/or change my account details?
Click on My Details at the top of your screen - you can update all of your details from here.


Email and Your Preferences
Why should I subscribe to email? How do I do this?
If you subscribe to our emails, you will be kept up to date with our promotions, sales and special events. You will also see a selection of items from across our store on a weekly basis based on your selected preferences. To sign up for email either register for online, which both signs you up for email and registers you for online shopping to make future purchases faster and easier (top right on the Home Page) or click on Sign up for News (bottom right on the Home Page) which will sign you up for email only.

How do I unsubscribe from email?
You can either chose the unsubscribe link in any email that you receive from us or you can choose the My Details section on the Home Page and then select Email Preferences which will allow you to change your preferences or unsubscribe.

How can I update my preferences?
Choose the My Details section on the Home Page and then select Email Preferences which will allow you to change your preferences.

How do I make sure Smith & Caughey’s emails don't go into my Junk or Spam folder?
Add online@smithandcaugheys.co.nz to you address book.

Laybys What are your Terms & Conditions relating to Laybys in store? (Laybys are not available online)
Your Lay-by purchase is subject to a deposit of 20% of its value. No interest or other charges are added so your total payments will not exceed the net cash price. Your Lay-by goods will be held for a period not exceeding 2 month. At any time within 2 months you can pay off the balance still owing and receive possession of your goods. If payment is not completed within 2 months goods will be returned to stock. If you cancel your Lay-by within the layby period in which your goods have been held, an administration fee of 20% of the original price of the goods will be incurred.


Gift Cards
Where can I purchase Gift Cards?
Gift cards can be purchased in store or online.

Where can Gift Cards be used?
At this time gift cards can only be redeemed in in store.

Do Gift Cards expire?
Gift cards expire 2 years from the date of purchase.

Can more value be added to a Gift Card?
No our gift card are not re-loadable.

What if I make a purchase valued less than my Gift Card value?
The balance will remain on your card for later use.

What if my Gift Card is lost or stolen?
Gift cards should be treated like cash, so unfortunately if they are lost or stolen we are unable to replace these for you. If you have recorded the gift card number and have a proof of purchase please call our Customer Services on 0508 400 500 and we will endeavor to do our best to assist you.

Can I exchange, return or refund my Gift Card?
No, gift cards are not able to be exchanged or refunded.

Can I return items originally purchased using a Gift Card?
Yes you can. The refund will be in the form of a credit note.

How can I check the value remaining on my Gift Card?
You can check the value on your card at any point of sale in store.


Gift Hampers & Gift Boxes
Do you offer customised gift hampers or gift boxes?
We offer selection of gift hampers online (under Gifts) or you can customise your own by visiting our Fine Foods Department in our Queen Street store.

What are the charges for delivery of hampers or boxes?
Delivery charges will depend on your total dollar spend and the weight of your gift hamper, which will be specified in the checkout. Please see our Deliveries page for full details.

What time frame can I expect my hamper/box to be delivered within?
Gift hampers usually ship in between 1 and 3 days. Please note that if you require a hamper to be delivered on a specific date you will need to add these details in the Delivery Instructions field.

Can I pick up my customised hamper or box from your store(s)?
If you order your hamper or box online we cannot offer in store pick up at this time.

Can I customise my gift hamper or gift box using your online store?
Unfortunately customised hampers are not available online at this time. Please contact the Queen Street store direct to discuss your customised hamper requirements.

My hamper/box was damaged during delivery. What should I do?
Phone or email our customer services at online@smithandcaugheys.co.nz

I am not satisfied with the hamper that has been delivered to me. What should I do?
Phone or email our customer services at online@smithandcaugheys.co.nz

Novadown Dr Duvet Service
What is the Dr Duvet Rejuvenation service?
Novadown is the only New Zealand manufacturer to offer the Dr. Duvet Rejuvenation service. It was created to ensure the life & comfort of your duvet, quilt or pillow. At the Dunedin clinic we are able to Wash ‘n’ Loft, Rejuvenate, Recase or complete a filling adjustment to restore your bedding’s appearance, hygiene, comfort & efficiency.

Who can take advantage of this service?
This service is available to anyone regardless of where they purchased their duvet .

What are the different types of Dr Duvet Services?
WASH ‘N’ LOFT
Complete duvet or pillow washed by a specialised treatment in environmentally friendly detergents; dried & lofted; inspected & reported on.

STANDARD REJUVENATION
The case is emptied and the down & feather filling is processed in a steam cleaning refurbishing machine at over 130° containing anti-static sanitising loft restoration properties. While this operation is being undertaken, the casing is being washed as detailed above.

RECASE ONLY
Filling is removed and transferred to a new case after inspection.

RECASE & REJUVENATION
In addition to recasing, the down & feather filling is cleaned and sanitised.

Who do I contact to arrange the Dr Duvet Rejuvenation service?
Please call the Queen Street Store and talk to the Bed and Bath Department.

How long will the service take? When can I expect my items back?
The service takes approximately 3 weeks.

Do I need to drop off and pick up my items?
Yes please drop them off to the Bed and Bath Department at Smith and Caughey’s Queen Street. If required we can arrange delivery of the items back to you.

If my items are damaged during the service are they covered under warranty?
Yes, in the unlikely event that your items are damaged, Smith and Caughey’s would cover any damage incurred.