CAN I COLLECT MY ONLINE ORDER FROM YOUR DISTRIBUTION CENTRE?
For health and safety reasons our distribution centre is not open to the public. However, you can choose to 'click and collect' your online order from our Grey Lynn Concept Store located at 36 pollen Street, Grey Lynn, Auckland.
IS MY ORDER READY TO BE COLLECTED FROM YOUR STORE?
You will receive a text or call from us as soon as your order is ready for collection. If you have not heard from us or want to follow up on your order, please contact us on 0508 LAND SEA.
HOW CAN I SEND MY ITEM BACK FOR AN EXCHANGE?
Please return your purchase to our store in-person or by the post (address below). We will inspect the goods to ensure they are in their original condition with all tags attached. Footwear must be returned in the original shoe box which needs to be in brand new condition.
ATTN: Land & Sea Returns
36 Pollen Street
If you are sending your order back via the post, please include your invoice with a note attached so we can action your exchange promptly.
We recommend sending the item/s back via tracked courier service.
I HAVE SENT MY ITEM BACK FOR AN EXCHANGE. HOW LONG WILL IT TAKE TO BE PROCESSED?
As soon as we receive your return, we will process it within 72 hours. As soon as your return has been processed, you will receive an email notifying you that the exchange has been completed.
CAN I USE MY GIFT VOUCHER ONLINE?
Yes, you can! Once you get to the checkout stage, there is a box where you can enter your gift voucher number.
HOW CAN I FIND OUT IF THE PRODUCT I WANT IS IN STOCK IN YOUR STORE?
On each product page, you will find the ‘Availability’ where it will show you if it is in stock or not. Select the size/option you are after, and you will find the Store Availability under this. It will show ‘Available’ if we have the product, ‘Available – Ships within 2-5 working days’ if we are able to source the product and ‘Enquire Above’ if we are awaiting stock arrivals from our suppliers.
CAN I PLACE AN ORDER ONLINE AND PICK IT UP IN-STORE?
Yes you can!! We offer a click and collect at our Grey Lynn Concept Store. Follow through with your order online and select ‘Pick Up – free’. As soon as your order is ready for collection, we will contact you! Guideline of timeframes for click and collect below:
- If the item/s you have ordered are in stock at our Grey Lynn Concept Store, they will be available for collection within 24 hours of purchase.
- If the item/s are in stock at a different location, it can take up to 2-5 working days before it is ready for collection.
DO YOU OFFER INTERNATIONAL SHIPPING?
Unfortunately, at this stage, we do not offer international shipping. We are currently working on being able to provide our service to the rest of the world, so stay tuned! Tag us at @Land_Sea_NZ on Instagram or Facebook and let us know where you want us to deliver to!
HOW LONG WILL IT TAKE FOR MY ORDER TO BE DISPATCHED?
Our team is working hard to process your order so it can reach you as quickly as possible!
All product pages will show you the current shipping timeframe. Products that are in stock at one of our locations will be dispatched within 1 working day. Products that are marked online as ‘Available – Ships within 2 – 5 Working days’ will be dispatched within 2-5 working days.
Certain types of orders may, unfortunately, take slightly longer than these guidelines. Orders which include spooling or customization may from time to time fall outside our targeted delivery windows. Also, with instances where a single order has multiple products which are not all in stock at one Land & Sea location minor transit delays maybe incurred.
Finally, any orders which include products which are ‘made to order’ could experience a further delays – these will be communicated directly.
Please note that the above are all estimates and can vary.
MY ORDER HAS GONE THROUGH, BUT I HAVE NOT RECEIVED A CONFIRMATION EMAIL.
We’re sorry about this! Firstly check your junk inbox, if you still have not received a confirmation email, please email us at email@example.com to check we have the correct email address for you.
I HAVE NOT RECEIVED A TRACKING LINK FOR MY ORDER.
Don’t worry! Check your junk or spam inbox first, and if you still have not received it, please email us at firstname.lastname@example.org and we will able to send this through to you.
CAN I CHANGE MY SHIPPING ADDRESS?
If your order has not been dispatched, we can try our best to change the delivery address. Please email us at email@example.com and request to change your address. Please provide us with your Web Order ID Number, and we will do our best to amend it. If you order is already with NZ Post, unfortunately, we are unable to change it.
CAN I BUY A GIFT VOUCHER ONLINE?
Yes! These are available to buy in $25, $50, $75, $100, $150, $200 and $500 denominations. Click on any category in the top navigation bar (on desktop and tablet), and you will see the ‘Gift Vouchers’ tab under the 'Shop By Top Brands' column on the far right side. Alternatively (and on mobile) simply search 'Gift Voucher' and they will display on screen.
I HAVE RECEIVED THE WRONG PRODUCT. WHAT SHOULD I DO?
We are very sorry! Please let us know straight away and we will remedy the situation as quickly as possible. Best to contact us on 0508 LAND SEA or at firstname.lastname@example.org
CAN I USE A PROMO CODE ON A PRODUCT THAT IS ALREADY ON SALE?
Promo codes are applied/valid off RRP/full price. Products that are already marked down will not be further reduced by any promo code, unless the promo code is valid for a greater discount than the listed discount, in which case the difference between the greater discount promo code and the listed discount will be applied.
WHAT PAYMENT OPTIONS DO YOU ACCEPT?
We accept credit cards, debit cards and EFTPOS cards in-store. We also offer finance payments in-store such as Afterpay.
HOW CAN I REQUEST A QUOTE?
We are more than happy to provide game clubs, charters, and organisations with a free no-obligation quote! Please email us email@example.com with what products you would like to be quoted for.
HOW CAN I FIND OUT MORE INFORMATION ABOUT ONE OF YOUR PRODUCTS?
You can learn about all our products on their individual pages! Otherwise, if you would like more information or advice feel free to contact our specialist staff on 0508 LAND SEA or email us at firstname.lastname@example.org
I THINK MY ITEM IS FAULTY; WHAT DO I DO?
Oh no, we are sorry to hear about this! If you think your item is faulty, please contact us on email@example.com with photos of the fault and your order number. In most cases, items will need to be returned to us so the supplier can undergo an assessment of the product. Please allow up to 5 working days for this process.
HOW LONG DOES IT TAKE FOR FAULTY ITEMS TO BE ASSESSED?
We will always do our best to process your warranty claim as quickly as possible as we understand it is not ideal having a faulty item! We work hard with our suppliers to find the best solution for you, so please allow 5 weekdays for us to do so.
HOW LONG WILL IT TAKE FOR MY REFUND TO BE PROCESSED?
Please allow up to 5 working days for your refund to be processed. Once your refund has been processed, please allow 24-72 hours for the payment to clear into your account.
WHAT PAYMENT OPTIONS DO YOU ACCEPT?
We accept Visa, Mastercard, Bank Deposit & layby.
WHAT IS AFTERPAY?
We are excited to be partnered with Afterpay so our customers can get their order straight away but spread the total cost across four equal fortnight instalments, all while being interest-free!
For more info visit: https://www.afterpay.com/en-NZ/how-it-works
WHAT DO I DO IF MY PAYMENT FAILS?
Oh no! Check that your payment details (e.g. security number, expiry date, number) correctly match the details you have entered in our system. If it still does not work, we suggest contacting your card issuer as we, unfortunately, cannot see why your payment has been declined.
I HAVE AN ISSUE WITH MY AFTERPAY PAYMENT. WHO DO I CONTACT?
We suggest contacting the third-party companies first as they are in the best position to solve your issue. See links below:
If your issue still has not been resolved feel free to reach out to us on 0508 LAND SEA or at firstname.lastname@example.org and we will do our best to help!
MY ORDER HAS NOT ARRIVED YET. HOW CAN I CHECK THE ETA?
Your tracking link is the best place to check for an ETA as it will show you the latest status of your order. You will be emailed your tracking link via email once your order has been dispatched. If you have not received a tracking link, please email us at email@example.com.
WHAT COURIER PROVIDER DO YOU USE?
We are proud to be partnered with NZ Post for all standard shipping requirements.
MY TRACKING LINK IS SHOWING THAT MY ORDER HAS BEEN DELIVERED, BUT I HAVEN’T RECEIVED MY PARCEL?
If the tracking link is showing that your order has been delivered, but you have not received it, please contact NZ Post first. If NZ Post is unable to solve this issue for you, please contact us via email at firstname.lastname@example.org
HOW LONG WILL MY RETURN TAKE TO PROCESS?
As soon as we receive your return, our team will process it within 48 hours. As soon as you return has been processed you will receive an email notifying you that the exchange has been completed.
You will receive a new tracking link once your exchange has been dispatch.
For refunds on full-priced items, you will receive a confirmation via email once your refund has been processed.
CAN I RETURN AN ITEM I BOUGHT ON SALE?
You can return items within 60 days of purchase providing the product has not been used and is in brand condition with all original tags/packaging. You will be able to exchange it for something else or get a store credit. Any items purchased on sale are non-refundable.
HAVE YOU RECEIVED MY RETURN?
Our customer service team will be in touch once your returned item/s have been delivered to us. Please send all returns to us via a tracked courier service so you can track the parcel from your end!
Please refer to our Conditions of Use page for more info on Promo Codes.