FAQs

Frequently Asked Questions – we get a lot of them, so to make it easier & less time consuming for you we have listed  some of the frequently (and some infrequently) asked questions below.

 

However, we still love hearing from you so you can always contact us if you are unsure about anything and we’ll come back to you as soon as we can with some answers.

 

I don’t have a credit card – can I still buy something??

Yes, most definitely. We can process orders automatically through the website via bank deposit (internet banking or by visiting your local bank) and Debit Plus cards. If you wish to send us a cheque this is OK as well, however no goods will be sent until payment has been cleared. With the DPS credit card payments system, it is very safe to process credit card transactions through our website.

 

You will receive a confirmation email immediately following your order being placed. We will notify you if a product is currently out of stock and delivery will be delayed. Subsequently you will receive emails as your order progresses ie, currently being processed, and when your order has been despatched. If you require any further information through any of your ordering process please email us at sales@theredstone.co.nz

 

Am I able to track my delivery?

All deliveries sent from The Red Stone are able to be tracked. Depending on the courier service used for your delivery, please contact us at sales@theredstone.co.nz and we can email you the information. Alternatively if you would like us to follow up on an order or provide the tracking number when goods are despatched, please let us know in the Special Instructions at the checkout.

 

Can I have multiple orders going to different addresses?

Absolutely – we love customers like you! To take the pain away, email us at orders@theredstone.co.nz with the details of where you would like each order to be sent or add this in the Special Instructions as you process your order. Then proceed through the checkout as normal. Less hassles for you, no confusion and we take care of all the details for you!

 

Can I have my items gift wrapped?

Of course, we love Gift wrapping for you! - we are happy to provide a complimentary Gift Wrapping service - Just add notes in the Special Instructions as you go through the check out and we can gift wrap your order. Please let us know what occasion and gender of the recipient and we will arrange it all for you. Your gift purchase can also include a complimentary gift card. At the checkout you will be able to write your message to the recipient which we will include with your gift. We will take all the stress out of your gift giving!

 

When can I expect delivery?

We aim to have all orders processed and out for delivery within 3-5 working days. If there are going to be any major delays we will contact you via email to advise. Alternatively if you need your item delivered within a specific timeframe, please email us at orders@theredstone.co.nz and let us know your requirements. We’ll do our best to accommodate your requests.

 

Do you ship overseas?

Yes we do – we offer delivery to most countries and freight charges have been set up according to product weights and are included in our shopping cart. Order are shipped via NZ Post International and based on NZ Post rates. Delivery timeframes vary, depending on country for delivery, whether you need it tracked and your delivery timeframe and range from approximately 3-10 working days.

What happens if an item is temporarily out of stock?

We do our best to ensure that all the products advertised are always available in stock; however there are times beyond our control where some items are temporarily out of stock. If this does happen we will contact you immediately to let you know of any delays and work together to find an alternative option if you are unable to wait. If you are processing an order through the website and it comes up advising ‘currently out of stock’, please contact us in the first instance. Hopefully we can backorder for you if not required immediately or offer an alternative if necessary.

 

What if my item is received damaged?

The Team at The Red Stone takes pride to ensure all items leaving our premises are in perfect condition, However, If you have received an item damaged in transit please contact us on sales@theredstone.co.nzwithin 14 working days and we will arrange the return of the item(s) at our cost.

Can I return or Exchange my items?

We are confident that you will be 100% satisfied with your purchase. However if you feel the product(s) is not what was promised we are more than happy to refund or exchange your purchase for something else. Returns received by The Red Stone within 14 calendar days from receipt of delivery are entitled to either a replacement or full refund of the purchase place (excluding all delivery charges). All returned goods must be un-used and in resaleable condition. Please email us initially at orders@theredstone.co.nz outlining your reasons for return.

Who pays the postage costs if I want to return my item?

Unless you have received items that are damaged or incorrect and have notified us within 14 working days, all return shipping costs are the responsibility of the purchaser. The Red Stone is not responsible for the cost of shipping the returned items. Please return goods in original packaging where possible and retain your proof of delivery until we can confirm receipt of the item.The Red Stone:

  • takes no responsibility for any returned item that goes missing or is damaged in transit.
  • will only accept return items that are unused, unopened and in original condition with packaging and invoice delivery slip.

Returned goods must be unused and in resaleable condition.

Still have a question ?   Please contact us and let us know and we will respond to your enquiry as soon as we can at sales@theredstone.co.nz