How can we help you?
Please browse topics below
Shipping
How much is shipping?
Standard shipping within New Zealand is free on all orders over $99. Otherwise standard shipping is $6.90. Additional shipping charges may apply for large, bulky or fragile items such as straw hats, skateboards and travel bags.
How will my order be shipped?
We ship orders by tracked courier, with no signature required (find out more at courierpost.co.nz ) We recommend you provide an address where you are happy for your item to be left, or where you will be during the daytime. (If you provide a work address, please include full details including business and receivers’ name).
When will my order be shipped?
We work hard to get your order packed up and out to you as soon as we can after your order is placed. Our standard order processing times are:
Order before 12pm Mon-Fri: Same day dispatch
After 12pm Mon-Fri: Next business day dispatch
Weekend or public holiday: Next business day dispatch
Delivery times are dependent on your location but are typically 1-3 working days within New Zealand. Rural delivery may take an extra day.
Please note, these timeframes are estimates only, there may be slight delays during peak sale or promotional periods.
Stock availability varies between stores which means you may receive multiple parcels at different times from different stores. Please make sure to check you dispatch email for further information or give our Contact us if you have any questions.
How do I know my order has been shipped?
You should receive an email when your order ships via Courier Post, or if you signed up for an account you can track the status of your orders on the "My Orders" tab of the My Account page.
Can you deliver to my work address?
Yes, definitely. You just need to make sure that you include full details including the business and receivers’ name.
Do you deliver to PO Box Address?
Yes, we sure do.
What happens if my items get lost in the mail?
Don’t worry, just contact us if you haven’t received your order when you expect to and we’ll sort it out.
Ordering
What happens if something I order is out of stock?
Our website removes out-of-stock items automatically from the online store, but like anything this is not 100% fail-proof (you never know when IT gremlins will strike). If an item on your order is sold out, we will contact you to offer an exchange, backorder or a refund.
Are the prices online the same as the in-store price?
Our standard pricing is the same in-store and online, however at times we may have store only or online only specials and sales. These will be clearly marked. So, if you see a great deal grab it as you might not find it anywhere else.
Can I purchase a gift card online?
Yes we offer gift cards in $100, $50 and $20 values. Find out more here giftcards
Can I redeem a gift card online?
Yes, contact us with your gift card code and we can convert it to an online voucher redeemable at checkout.
Do we supply trade?
Trade isn't what we do. We're a family business striving to make it easy for other Kiwi families to get great quality, affordable gear - that's where we want to focus our time.
How can I track the status of my order?
You can track the status of your orders on the "My Orders" tab of the My Account page.
How do I use a voucher code?
Enter your voucher code into the "promo code" field on the Checkout Page and click "apply".
How do I use loyalty points and online credit?
To use online credit and loyalty points, in the Payment Section of the Checkout Page simply tick the checkbox under Your loyalty balance that says "Use [amount] on this order". This will automatically apply the available loyalty points to your order. The amount of loyalty points used will be deducted from the total amount of your purchase.
What forms of payment do you accept online?
We have a range of ways to pay.
We accept Visa, Mastercard and Qcard.
Or you can buy now, pay later using Laybuy, Afterpay or Zip payment options.
Where's my confirmation email?
When you place an order we always send a confirmation email, however some email systems can block these. It maybe in your spam folder, if it’s still missing, contact us.
Returns
What Is your Returns Policy?
We know that choosing clothing and accessories online can be hard – size, fit, colour you just don’t know if it’s right until it arrives. We want you to be 100% happy with all your Chances NZ purchases so we’ve made returns easy.
Return within 30 days of delivery
Order from our online store and we’ll happily replace or exchange any garment that you are not 100% happy with, as long as it is received by us within 30 days of your order being delivered and is still in new, unwashed condition with the original garment tags intact.
Swimwear returns
We accept swimwear returns as long as all the original tags and hygiene stickers are attached and the garment is in perfect, re-sellable condition. If the swimwear has been sold in a set, the full set must be included within your return.
If you return your item and there is no replacement or exchange available, you will be issued with a store credit. This store credit can be used online or at one of our 13 physical stores.
How do I return an item?
To return an item, please fill out the EXCHANGES AND RETURNS section of your invoice and send it to us with the item you wish to exchange or return. You will receive email confirmation once your exchange is complete. If you have lost your invoice, please Contact us.
Where do I send my return?
Please fill out the EXCHANGES AND RETURNS section of your invoice and courier it to us at the following address:
Chances Online Returns
Unit 9, 239 Gt South Road
Drury 2113
Auckland
New Zealand
Or you can return your item to one of our 13 stores. Find your local Chances store Here.
Website
What if I forgot my password?
You can reset your password here: Reset Password