MOST COMMON QUESTIONS
HOW TO RETURN OR EXCHANGE AN ITEM?
- Click on our returns link. https://www.hinecollection.com/a/returns
- Follow the steps at the portal to request your return or exchange.
- Ensure returned items are unworn, undamaged in the original packaging with Tags still attached as Hine Collection will not accept any items returned damaged in any way.
- Ship your parcel back to the address provided in the link, We recommend you send your parcel back via trackable mail as we are not liable for returns lost in transit back to us.
- Once we receive your return, we will email you to inform you we have received it.
- Your request will then be processed.
Please Note: During the Christmas Period, Launches, Sale & Restock days we cannot guarantee that the item will be in stock once we receive your return. All returned items will receive Store Credit which you can use to purchase a different size or style online.
CHRISTMAS PERIOD / LAUNCH / SALE / RESTOCK DAYS:
IMPORTANT NOTE: During the Christmas Period, Launch, Sale & Restock days please allow up to 5 - 7 working days for your order to be processed and another 5 - 7 working days for delivery. Our distribution team & courier drivers are working hard around the clock to get all orders out as soon as possible. We appreciate your patience during these times.
I MADE A PURCHASE PRIOR TO A SALE STARTING. CAN I GET A REFUND FOR THE PRICE DIFFERENCE?
At Hine collection, we act quickly in adjusting our prices in response to fashion trends and stock levels. Unfortunately we are unable to provide a refund on the difference of an item you purchased, that is now on sale.
HOW LONG WILL MY DELIVERY TAKE AND WHEN WILL MY ORDER BE SHIPPED?
New Zealand Orders will take up to 1 – 3 working days to be processed and to be dispatched however see above for various shipping times for Christmas Period/Launch/Sale/Restock days.
All international orders are sent via DHL. Order processing times are the same as domestic orders but shipping times will vary depending on the country you are ordering from.
PLEASE NOTE: Once your order has been picked up & left our distribution center, it is now in the hands of NZ Couriers, you will be notified once your parcel has been dispatched. We have no control on the whereabouts once it has left the distribution center. If you require an update on your tracking please contact NZ Couriers for further information.
CAN I CHANGE MY ORDER ONCE IT'S BEEN PLACED?
When ordering please make sure you are taking your time & choosing the correct item, colour & size. Please also check you have the correct address before you check out. This is a crucial step as once your order is placed we are unable to make any changes at all as our third party logistics team are now working day & night distributing our orders.
WHAT PAYMENT METHODS DO YOU HAVE AVAILABLE?
We accept Visa, MasterCard, Debit Cards, Afterpay & LayBuy payments.
DO YOU SEND TO PO BOXES?
Unfortunately we do not send to PO Boxes as NZ Couriers don't deliver to PO Boxes. Please make sure you enter an alternative address when checking out.
I HAVE NOT RECEIVED A SHIPPING OR CONFIRMATION EMAIL
Please email email@example.com as soon as possible with your order number, and we will resend you a confirmation email, as there could be a typo in your email address.
I NEED TO CANCEL MY ORDER.
Unfortunately once your order has been place we are unable to cancel your order as our Third Party Logistic Company are now packing our orders day/night & have no control once an order has been placed. Once you receive your unwanted order in the mail please return the package to us & we will refund you for your unwanted items through the payment method you used to purchase.
I RECEIVED THE WRONG ITEM.
Please email firstname.lastname@example.org as soon as possible with your order number. We will arrange for the correct item to be sent to you along with a separate return bag to return the incorrect item.
I RECEIVED MY ORDER, BUT AN ITEM WAS MISSING.
Please email email@example.com with your order number, and we will arrange for the missing item to be sent to you.