FAQs

GENERAL

HOW DO I USE MY STORE CREDIT?

Store credits are held under your name at our Stacey store. This can be used in store or over the phone/email, not online.

HOW DO I CHECK MY CUSTOMER LOYALTY BALANCE?

On the website, click on the teal coloured “REWARDS” tab in the bottom left corner. A pop up will appear, your loyalty balance shows there.

HOW DO I ADD MY BIRTHDAY TO MY ACCOUNT?

On the website, click on the teal coloured “REWARDS” tab in the bottom left corner. A pop up will appear showing your account. Click on the “Earn” tab. Here you can add your birthday to your account.

I USUALLY SHOP IN STORE, BUT CAN’T MAKE IT IN TODAY TO MAKE A PURCHASE?

You are welcome to use our website or make an order through email or over the phone – contact us here.

AN ITEM IS SOLD OUT ONLINE, WILL IT AVAILABLE IN STORE TO PURCHASE?

Our website lists all available stock available in our store. If an item is sold out online, we will not have it in store.

CAN I EXCHANGE SALE ITEMS?

Unfortunately we do not do refunds on sale items.

ONLINE ORDERS

WHAT COURIER COMPANY DO WE USE?

Our main courier company we use for New Zealand orders is NZ Couriers. For International orders we use FedEx and CourierPost.

HOW LONG WILL IT TAKE FOR MY ORDER TO ARRIVE?

Standard orders are processed when credit card authorization and/or bank deposit has cleared. Admin and shipping is done Monday-Friday. Orders shipped via Courier Post typically arrive within 3 business days AFTER YOU HAVE RECEIVED NOTIFICATION OF SHIPMENT VIA EMAIL (Monday through Friday, not including weekends & holidays) within NZ. Delays can happen if we have ordered in an item specifically for you. This item gets shipped to us within NZ and we on ship to you. Sometimes special items can take a week to be dispatched – you can contact us at any time to check on the status of a special item.

HOW DO I TRACK MY PARCEL?

You will receive a tracking number with your confirmation email. Please contact the courier provider to track your parcel. Having trouble with this? Please get in touch – sales@staceyclothing.co.nz

DO I GAIN LOYALTY POINTS WHEN SHOPPING ONLINE?

Normal online orders do not go towards our in store loyalty program. We are unable to add points to your instore account from orders made online.

WHAT DO I DO IF I HAVE NOT RECEIVED MY ORDER?

Please email through to sales@staceyclothing.co.nz with your Internet order number and any details about your order. We will get back to you as soon as we can.

MY ORDER ARRIVED AND IT’S NOT CORRECT?

Please contact us as soon as you can so we can get this sorted for you. We will try our very best to get this sorted for you as quick as we can. Please contact us on sales@staceyclothing.co.nz

I WANT TO USE MY STORE CREDIT ONLINE.

Please call or email one of our store to put your store credit on to a gift card, which you can use online and in store. Please note this is like cash, so please keep this super safe. When using the gift card online – Please enter the code into the gift card section when checking out. (This is the second option down, under coupon code) Leave the pin blank and push activate.

I HAVE FORGOTTEN MY PASSWORD

Use our “forgot password function” here. Still having trouble? Email us on sales@staceyclothing.co.nz

PRE ORDERS

HOW DO I MAKE A PRE ORDER?

You can make a pre order through our website under the pre order tab – https://www.stacey.co.nz/pre-order/ Please note your items are not safe in your cart until you have checked out successfully. On pre order night items can go fast so please be quick to avoid disappointment.

A TRACKING CONFIRMATION EMAIL HAS COME THROUGH FOR MY PRE ORDER, BUT IT HASN’T BEEN DISPATCHED?

A tracking confirmation email will come through with your tracking details for your pre order. Please note this does not mean your order has been shipped. We are getting your pre order all wrapped up ready to be sent. Please take note of the excepted delivery date on the order confirmation.

WHEN WILL MY PRE ORDER ARRIVE?

Your pre order will arrive around ten days after pre order night. Please bare in mind if there are any public holidays or if you have a rural address, this may take longer.

IF AN ITEM IS SOLD OUT WITH PRE ORDERS, WILL I BE ABLE TO PICK IT UP IN STORE ON LAUNCH DAY?

If an item sells out with pre orders, it will not be in store on launch day. Remaining stock after pre orders will be in store on launch day.

CAN I PRE ORDER IN STORE OR OVER THE PHONE WITH STACEY?

All pre orders made with Stacey directly can only be processed through our website. We are unable to hold or put aside pre order stock before launch day.

CAN I CHANGE MY ADDRESS OR ORDER ON MY PRE ORDER?

We are unable to make any changes to a pre order once the order has come through. We advise you double check your information is correct before checking out.

CAN I PICK MY PRE ORDER UP IN STORE?

Yes you can totally do this, just pop in the Stacey store address in the shipping details when checking out.

RETURNS

HOW DO I RETURN MY PRE ORDER OR INTERNET ORDER?

Please print the return form and pack up your unworn return with all the original packaging, including your invoice.
Send your return back to our return address – Stacey Returns, 249 Queen Street, Richmond, New Zealand.

Please see your returns page for details on our Return policy:

NO returns on sale items.

Please include a note if you have prearranged a return or let us know if there’s anything else we can help you out with.

WHAT SERVICE SHOULD I USE WHEN SENDING BACK MY ORDER?

Please use a track and trace service when sending your returns to us. We would hate for your parcel to go missing as Stacey does not accept responsibility for packages we do not ship ourselves.

HOW DO I ORGANIZE MY RETURN IF MY GARMENT IS FAULTY?

If you have a faulty garment, please email sales@staceyclothing.co.nz with details and photos of the fault and we will help you out with the next steps to take. Please make sure you include a note with your return form about the faulty garment. For faulty garments we will refund you your postage as we understand this is not your fault. Please make sure you include your postage receipt for a refund.

I HAVEN’T RECEIVED MY REFUND YET?

Please email through to sales@staceyclothing.co.nz. Please check your bank account first that you have used to place the order with. You will all so get an email once the refund has been processed. Please bare in mind it takes up to 5 working days for the banks to then processed the refund back into your account.

I HAVEN’T HEARD BACK ABOUT MY RETURN?

Please note we try our very hardest to get to your return as fast as possible. We will email you with updates about your return. Need to get in touch now? Please email sales@staceyclothing.co.nz

AM I ABLE TO RETURN MY ONLINE ORDER IN STORE?

Yes, you can, our amazing team will get all the paper work sorted for you in store and send the details off to the office for you. Please note you will not be refunded in store, Online refunds are processed by office staff.

If you have any questions for us which is not listed above, please send us an email at sales@staceyclothing.co.nz