FAQ

FAQ

Hello and welcome! If you have a question that’s not answered here, please feel free to ask.


Where are you based?

We are based in Christchurch, New Zealand.

What currency is used?

All prices are listed in New Zealand dollars.

What payment methods do you accept?

PAYPAL

Prickle and POP accepts all major credit cards (Visa, MasterCard, American Express and Discover) via PayPal. PayPal protects your information with industry-leading security and fraud prevention systems. Your financial information is not shared with the merchant. Once your payment is complete, you will be emailed a receipt for the transaction.

INTERENET BANKING

We also accept payment via Internet Banking. Simply select ‘Bank Deposit’ as your payment method and you’ll be given all the details you need. Your order will be shipped once payment has cleared.

How are my goods shipped?

Orders are shipped from Monday to Friday 9am to 5pm. If you order in the weekend, your order will be processed on Monday. Please be aware of the delay of your shipment during Christmas and public holidays.

Please ensure you provide us with the correct delivery address. If you pay via PayPal make sure your PayPal address is current. If the delivery address is incorrect and your products are returned back to us, you will be charged with a shipping fee in order for us to send your parcel again.

NEW ZEALAND

We offer FREE shipping throughout New Zealand for all orders over $40 NZD.

All orders within New Zealand are sent via tracked NZ Courier Post (no signature required). Please enter your physical address during check out, as we cannot send to a PO Box address, and allow 1-5 business days for delivery.

We ship our products as soon as possible following the receipt of payment. Once your order is dispatched, you will receive an automated email to notify you that your parcel has been shipped.

New Zealand Shipping costs:

All NZ orders under $40 are charged a flat fee of $4 NZD.

All NZ orders $40 and over are FREE!


THE REST OF THE WORLD

International orders are shipped via NZ Post airmail with a delivery target of 3-14 business days; however, sometimes packages are held up in Customs for seemingly no reason, and transit times vary wildly.

CUSTOMS DISCLAIMER: Customs fees and additional fees may apply for international shipments. Please contact your local customs office for more information.

International Shipping costs:

All international orders are charged a flat fee of $12 NZD.

 

My goods arrived damaged. What shall I do?

We take great care to ensure your Prickle and Pop goodies arrive in their original excellent condition, but sometimes things happen that no ‘control pants’ could ever prevent!

In the unlikely event that your goods arrived damaged, please email us a clear picture of the damage within 7 days of receiving the item and we will send you a replacement. The goods must be unopened, unused and in their original packaging.


What is your exchange and refund policy?

We want you to be happy with your Prickle and POP goodies! If you are not satisfied with your purchase for any reason, we are happy to give you a refund or exchange it for something else you like.

The following terms and conditions must apply to qualify for a refund or an exchange:

  • Requests for refunds and exchanges must be submitted by email within 7 days of receiving your order.
  • The item must be returned to Prickle and POP within 7 days of receiving your order.
  • The item must be unopened, unused and in its original packaging.
  • We do not offer refunds on change of mind purchases.
  • Sale items are final and cannot be returned or exchanged.
  • Shipping is non-refundable.

Return address:

Prickle and POP
Unit 5, Regent Court
75 Gloucester St
Christchurch, 8013
New Zealand

Please note that you are required to return goods to Prickle and POP at your own cost.  

We recommend that you use a tracked courier service for the return of your goods, as they are your responsibility until they reach Prickle and POP.

If you seek a replacement for reasons other than damage, additional costs may be incurred for goods resent to you.  

 

In the event of a refund, we will put the full amount of the item into the account you used for the original purchase. Shipping will only be refunded if we sent you the wrong thing in the first place.


I haven’t received my refund yet. What shall I do?

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at kirsty@prickleandpop.com.

 

Can I find your goodies locally?

Yes! Please visit our stockists page for more information.

 

I would like to stock Prickle and POP goods in my store. What do I do?

Fantastc! Please email kirsty@prickleandpop.com and we’ll take it from there.

 

 

Where are Prickle and POP goods made? 

We are proud to say that our goodies are made from start to finish in Christchurch, New Zealand.

 

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Still have a question that didn't get answered? Feel free to contact us here and we'll do our best to provide an answer as soon as we can.

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