Frequently Asked Questions
NEW: Updated 21 July 2020
Product FAQs
Can I Exchange My Order? - No but you can return your order for a refund
I can't find my size? - Flick us an email, or message us on Facebook and we will sort you out with some dimensions.
My order doesn't fit, help? - Ensure you check the size guide before purchasing, we do not offer exchanges on items. We are happy to refund goods within 30 Days if you are not satisfied with the fit. See our return policies.
Is your stock in New Zealand or Overseas? - All of our stock is right here in Auckland New Zealand. We do not 'dropship' from overseas. Other places take up to 4 weeks to ship your goods in from overseas. Not us. Which is why we can deliver your order super quick!
Delivery FAQs
How much does delivery cost? - Delivery is free for orders of $60. All orders are shipped New Zealand wide costing $5 for standard delivery and $7.99 for fast delivery. For more details see our delivery and returns policy.
Can I deliver to a PO Box? - Yes we can, but please ensure you use the $7.99 fast post option for shipping.
Can I ship to an international address? - No, we are currently shipping to New Zealand customers only.
When can I expect my items to arrive? - All orders should arrive between 2-5 working days. If you are rural or south island, please allow and extra 2 additional days.
My order still hasn't arrived, help? - Check your order tracking number (this would have been dispatch by email) when the goods were dispatched. If your order has taken 10 or more working days, please contact us.
There is a problem with delivery, help? - Once we have dispatched your order, it is then in the hands of you and the shipping provider to sort out any delivery problems. Refer to tracking code for delivery updates. We recommending getting in touch with the delivery depot indicated in the tracking code link supplied to you.
I didn't get a tracking code? - This gets sent out once we have dispatched your goods. Please be patient as there can be some time between your and when we pack and send your it. Do check your junk and spam email just in case the email has gone there. If you still don't have it, please email us (info@twistedthread.co.nz) and we will reply with a tracking code link.
Account FAQs
How do I change my account password? - If you are already logged in, make sure you sign out. Once signed out, click 'Sign In' in the top right corner of the website. Under the Customer Login section, click 'Forgot your password?' link - this will allow you to rest your password to your choosing
