Need help?
Here’s a list of handy FAQs. If you’d still like to chat to one of our team, we’re happy to help.
You can contact us via phone (Mon - Fri 9am - 2:30pm) or email below.
Ordering
Can add something to my order that is not on the website?
If you would like to buy a product that is currently not on our website, please contact our customer service team. While we will do our best to fulfill any product requests we cannot guarantee that the product you are looking for is available.
Can I place an order for a friend?
Of course! You are even welcome to add a small message that we will get to them on behalf of you. Just add what you would like to say in the comments section.
Something is missing from my order!
If an item you have been charged for is missing from your order, please contact our customer service team within 24 hours and we will investigate it for you.
Can I place a phone order?
All orders need to be placed via our website as this will allow us to make sure that your orders are accurate. However, if you would like help navigating our web ordering system for the first time please contact our customer service team.
Can I place an order to pick up in store?
Yes! We offer order pick-up at our New Lynn store only.
What happens to my credit card details after I place an order?
Credit card information is transmitted to Huckleberry from an encrypted server and details are deleted after use.
Returns
My order has damaged goods, what do I do now?
If you feel as though any part of your order has been damaged, please send a description and photos to orders@huckleberry.co.nz and a customer service team member will get back to you. Please note that we have the right to dispute any damaged goods enquiries if they are outside of our terms and conditions.
Can I cancel or change my order after I've placed it?
If you would like to cancel or change your order please contact our customer service team and we will do our best to help. Any cancellations or changes must be requested as soon as possible. We will do our best, however we reserve the right to decline a change or cancellation if your order has already been processed.
When will my refund appear in my account?
If we have issued you a refund, please wait three days for this to clear. if it does not show up within three days please contact our customer service team. If the refund is for an international bank account, please allow 5 - 10 working days.
Can I return a product?
If you would like to return a product for any reason, please contact us within 24 hours of receiving your order. We generally do not offer returns; however our customer service team will be happy to help you find a solution.
Delivery
When can I expect my order?
Order delivery times vary based on time of order placement and delivery location. Please check our delivery page for more information.
Do you ship to the South Island?
Yes we do! Please see our delivery page for more information
Where do you ship perishable goods to?
We send perishable goods to the Auckland metropolitan area. Please see our delivery page for more information. However, in some cases we will be able to do this at your own risk. If you would like to do so, please add in the comments section of your order that you understand perishable items are sent at your own risk.
Do you ship internationally?
At this stage we do not ship internationally.
General Questions
Can place an order using a Huckleberry In-Store gift card?
At this time, we have two gift card products - a physical card, for use in our physical stores only, and an e-Gift Card, available for use online only. If you are unsure which product you have, contact one of our friendly dispatch team members for further assistance at 09 222 3223
Can I use Afterpay?
Yes, AfterPay is now available if you would like to pay in 4 installments.
My order has been confirmed, why has the payment not withdrawn from my account?
We will not charge your account until it has been picked, packed and sent on it's way to you. This way you only pay for what you receive.
I think I've been overcharged
If you believe that you have been overcharged for your order, please refer to your invoice first. If your invoice is unable to explain please contact our customer service team.
I would like to know more about a specific product
If you would like more information about a product featured on our website please contact our customer service team and we'll do our best to find out more for you.
Can I use Huckleberry Collective points online?
Not at this stage. Huckleberry Collective Points can only be accrued or applied in-store. This includes any Huckleberry location and Harvest by Huckleberry.
If you have further questions, please do not hesitate to contact us on 09 222 3223, orders@huckleberry.co.nz, or via our contact form.
