Customer Help (FAQ)
Frequently Asked Questions (FAQ)
Still have questions? Our friendly support team is here to help — email us at hello@gusandgrace.com or call us at +64 4 886 6898.
Quick Answers
- When will I receive my order? Most orders arrive within 6–9 business days.
- How do I return something? Emailing us is your first step. See full policy here.
- What if my order arrives damaged? Email us with a photo, and we’ll sort it out quickly.
Orders & Shipping
How long does it take to receive my order?
Orders are processed within 1–2 business days. Delivery takes 5–7 business days, so total estimated delivery is 6–9 business days.
How do I track my order?
Once shipped, you'll receive a tracking number via email. You can track your order using that link or via your account under "Order History." Or input the tracking number here.
Can I change my shipping address?
Yes. Log into your account, go to 'Account Settings,' and update your shipping details. If your order has already been processed, please contact us immediately.
What if I entered the wrong shipping address?
If your order hasn’t shipped yet, please contact us immediately. Once shipped, we may be unable to update the address.
Do you ship internationally?
Currently, we ship within New Zealand only. We’re exploring international shipping options for the future.
Will all my items arrive together?
Not always. Depending on product availability and warehouse locations, items may ship separately.
Do you charge GST?
Yes, GST is included and clearly shown at checkout.
Will you store my credit card information?
We do not store credit card information without your consent. You can choose to save your card securely during checkout.
Do I need an account to place an order?
No, you can check out as a guest. However, creating an account lets you track orders and manage your preferences.
How do I create an account?
Click the 'My Account' icon at the top right corner of our site and follow the prompts to sign up.
What if my order is delayed?
If your order hasn’t arrived after 10 business days, please contact us. We’ll work with the courier to resolve any delays.
Can I cancel or modify my order?
Orders are processed quickly, but if you contact us right after placing your order, we may be able to accommodate changes or cancellations.
Can I pre-order an item that's sold out?
We don’t offer pre-orders at this time. You can sign up for restock alerts on the product page to be notified when it’s available.
Do you offer gift wrapping or notes?
Not yet, but we're working on it! Stay tuned for future updates.
Are your products made in New Zealand?
Some products are locally sourced while others are imported. Check the product page for origin details.
Returns & Exchanges
What is your return policy?
We accept change of mind returns within 30 days of delivery. Items must be unused, undamaged, and in original packaging. Personalised or hygiene-sensitive items cannot be returned.
What if my product develops a fault after the 30-day return period?
We stand by the quality of our products. Under the New Zealand Consumer Guarantees Act, you have rights for products that don't meet an acceptable quality standard. If your item develops a fault outside of our 30-day change-of-mind period, please contact us. We will meet our legal obligations to provide a remedy, which could be a repair, replacement, or refund.
Do you offer exchanges?
No, we do not offer exchanges. If you'd like a different item, please return the original and place a new order.
Where do I send my return?
After contacting support and receiving return authorisation, ship the item to:
2 Huia Rd, Days Bay, Lower Hutt, 5013, New Zealand; or another address we provide at the time of approval.
Do I have to pay for return shipping?
- If the item is faulty or incorrect: We cover the return shipping cost.
- If returning for change of mind: You are responsible for the return postage.
When will I receive my refund?
Once we receive and inspect the returned item, refunds are processed within 7 business days to your original payment method.
How can I track the status of my return?
We’ll notify you by email once your return is received and processed. You can also contact us anytime to check the status.
I received the wrong item. What should I do?
We're sorry! Please email hello@gusandgrace.com with your order number and a photo of the item. We'll fix it quickly.
My order arrived damaged. What now?
We apologise for the inconvenience. Email us photos of the damaged product and packaging at hello@gusandgrace.com. We'll sort it out as soon as possible.
Can I return a gift I received?
Yes, if it meets our return criteria. Refunds are issued to the original payment method. If you'd prefer store credit, let us know.
Are there items that can’t be returned?
Yes — personalised items and hygiene-related items (like opened skincare or undergarments) cannot be returned for safety reasons.
Payments and Security
What payment methods do you accept?
We accept all major credit cards (Visa, Mastercard, American Express), as well as Shop Pay, Apple Pay, and Google Pay for a fast and secure checkout.
Is my personal information and payment secure?
Absolutely. Our store is powered by Shopify, which is certified Level 1 PCI DSS compliant. Your payment information is always encrypted during transfer and is never stored by us.
How do I use a discount code?
You can enter your discount code during the checkout process. Simply type or paste it into the "Discount code or gift card" box and click 'Apply'. Please note that only one discount code can be used per order.
Product Information
How should I care for my products?
Care instructions vary by product. Please refer to the care label on your item or check the "Details" section on the individual product page for specific guidance on how to keep your purchase in great condition.
Need Help?
If your question isn’t answered above, contact us anytime:
- Email: hello@gusandgrace.com
- Phone: +64 4 886 6898
- Mail: 2 Huia Rd, Days Bay, Lower Hutt, 5013, New Zealand
- Support Hours: Monday–Friday, 9 AM–5 PM NZT (closed weekends and public holidays)