FAQ

 

 

 

Due to COVID-19 restrictions please allow extra handling time for all online orders and returns. 

We are taking extra precautions when picking and packing orders, ensuring heath and hygiene standards are carefully followed. 

If you have any questions please email denimdepartment@yahoo.co.nz or phone us on 09 849 4585.

 

 

SHIPPING/CLICK & COLLECT

Can I click and collect if I live in Auckland?
Yes! Click and collect is available for our Auckland based customers at the location below.

14OZ JEANS STORE
377 NEW NORTH ROAD
KINGSLAND

AUCKLAND, 1021

- We will confirm as soon as your order is ready for collection.
- Orders placed on Monday-Friday (before 2pm (NZST) will be ready to collect within 24 hours. 
- O
rders placed on weekends/public holidays will be ready to collect on the next business day.
- Please ensure you bring I.D and your order confirmation with you.

When will my order be shipped?
Online orders are shipped once a day. Orders placed before 2pm (NZST) will be shipped within 24 hours and delivered within 2-3 working days. Orders placed on weekends/public holidays will be shipped on the next business day. Handling times may vary during busy periods.

Where is my order?
Got your tracking number but still waiting on your parcel? Email or phone us and we will best advise of any delays or updates. Get in touch with us if you haven’t received a tracking number.

 

RETURNS -

We advise you to get tracking on all returns. We are not liable for any damages or losses while in transit. 

What is your returns/refund policy?
Please find our full returns policy here.

Can I return sale items?
No, sorry! We do not accept returns on sale items.

What if I want a different size instead?
Email the team at denimdepartment@yahoo.co.nz with what you are wanting to swap for to secure the item. You can then return your unwanted items for a refund or credit, as per our returns policy.

Can I return an online order in-store?
Yes, you can return items to our 14oz Jeans store located in Kingsland OR post your online order back to our warehouse to make sure your exchange/credit is processed correctly.

Do I have to pay for return shipping?
Yes, you are responsible for posting your return back to us, so please choose the shipping method that suits you. We do suggest a tracked method, where possible, so we can keep an eye on the delivery.

My items are faulty/incorrect?
Please email us to advise of any issues with the items in your order so we can sort out a replacement as soon as possible.
If you need to send any of these items back to us, we’re happy to reimburse your return shipping costs.
If you did not purchase via 14oz.co.nz, please contact the relevant retailer for assistance in line with their faulty returns policy.

How long does it take to receive a refund/credit?
We aim to process your return within 5 business days of receiving your order. We’ll send you an email once it’s all completed.

I paid with Afterpay. Can I still get a refund?
Of course! We’ll instruct Afterpay to cancel the relevant payment plan for your returned items. They will refund any payments already made to the card linked to your Afterpay account. If you need more info about this, please contact Afterpay.

GENERAL

What payment methods do you accept?
We accept PayPal, Visa, Mastercard, Afterpay and Direct Debit payments for all customers.

Can I cancel/change my order?
Yes, simply email denimdepartment@yahoo.co.nz to notify us of any changes or cancellations.

I didn’t receive a confirmation/shipment email.
Double check your email account spam or promotions folders. Let us know if you still haven’t received it.

I have a discount or promotional code. How do I use it?
Simply view your Shopping Cart and enter the code in the Apply Discount Code field. Your subtotal should update prior to the checkout stage.