Christmas & New Year Shipping FAQ
We are aiming to have all orders received before December 21st at 12pm to be delivered in time for Christmas. All orders placed on or after the 31st December will be processed and dispatched on the next business day, Tuesday 5th January. Happy New Year!
+ What forms of payment do you accept?
We accept Visa, Mastercard, Qcard, bank deposit and PayPal.
We also accept Laybuy and Afterpay for buy now, pay later. Please note that we accept the right to not provide refunds on orders that are returned to Chances Surf NZ that were paid by using Laybuy or Afterpay. As per the Laybuy and Afterpay merchant policy, this is determined by the individual retailer and their individual returns policy.
+ 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.
+ Where's my confirmation email?
Please check your spam folder. If it's still missing, Contact us.
+ How do I use a voucher code?
Enter your code into the "discount code" field on the Checkout Page and click Activate.
+ Can I purchase a Gift Card online?
+ Can I redeem a gift card online?
Yes, Contact us with your voucher code and we can convert it to a online voucher
+ What happens if something I order is out of stock?
Our website automatically removes out-of-stock items from the online store, but occasionally an item may be incorrectly listed as being in-stock. If an item on your order is sold out, we will contact you to offer an exchange, backorder or a refund.
+ Do we supply trade?
We reserve the right to not supply to trade customers.
For all orders within NZ over NZD $99, shipping is FREE!
Standard Courierpost shipping is $5. There is an additional $3.50 fee for Rural Delivery.
Bulky items such as Travel Bags carry an oversized freight fee of an additional $10 per item.
International orders are shipped via DHL.
Australia & Cook Islands: NZD $25.00
USA: NZD $35.00
UK: NZD $45.00
+ 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 e My Account page.
+ How will my order be shipped?
We ship orders by tracked courier, with no signature required (courierpost.co.nz) Therefore, we recommend you provide an address where you are happy for your item to be left, or where you will be during office hours. (If you provide a work address, please include full details including business and receivers’ name.)
+ When will my order be shipped?
In most cases, orders placed via chances.co.nz before 12pm Mon-Fri are processed & shipped the same day. Orders after this time are processed on the next business day. Delivery times are dependent on your location but are typically 1-3 working days within New Zealand. Rural delivery may take an extra day.
+ Do you ship internationally?
Yes! We ship internationally to the following destinations via DHL: Australia $25, Cook Islands $25, USA $35 and UK $45. (All shipping fees are in NZD) Bulky items may incur an additional shipping charge. Some orders may incur a customs or import duty charge. Chances do not have any control over these charges or are unable to advise what they will be, as it is based on your own countries regulations & compliances. For further information, please contact your local customs office.
+ What happens if my items get lost in the mail?
Please Contact us if you do not receive your package when you expect to.
+ Do you deliver to PO Box Address?
+ Can you deliver to my work address?
Yes, if you provide a work address, please include full details including business and receivers’ name.
+ What Is your Returns Policy?
As we want you to be fully satisfied with your online purchase, we will 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.
As per our company policy, we do not offer refunds for any online purchases. This includes purchases made with Afterpay and Laybuy payment methods.
If you return your item and there is no replacement or exchange available, you will be issued with a store credit valid for 12 months. 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
Or you can return your item to one of our 13 stores. Find your local Chances store HERE.
+ What if I forgot my password?
You can reset your password here: Reset Password