Frequently Asked Questions
A few simple answers
I haven't received the order confirmation.
We apologize for any confusion regarding your order confirmation email. It's possible that the email may have been sent to your spam or promotional folder. Please check those folders to see if the email is there. If you still can't find the email, please reach out to us with your order details, and we'll be happy to resend the confirmation email to you. To ensure that our emails reach your inbox in the future, please add our email address to your contacts or mark our emails as 'Not Spam'. Thank you for your understanding.
How can I track my order?
To track your order, you should receive an email with the tracking number once your order has been fulfilled and shipped. You can use this tracking number to track the progress of your order through the shipping carrier's website. If you have not received an email with the tracking number, please check your spam or promotional folder in case the email was mistakenly filtered there. If you still can't find the email, please contact our customer service team with your order details and we will be happy to assist you with tracking your order.
What should I do if I received a damaged or defective item?
If you receive a damaged or defective item, please contact our customer support team as soon as possible. You can reach out to us through our contact page (https://theshopsite.co.nz/pages/contact-us) and provide some images of the damages. Our customer support team will review the images and get back to you within a reasonable time frame. Depending on the situation, we may offer a refund or replacement for the item. We want to ensure that our customers are satisfied with their purchases, and we appreciate your cooperation in resolving any issues that may arise.