Privacy

All personal information collected is for The Frock Shop’s use only, and may include details such as your name, email address, phone number and postal address. We will only use information collected online to fulfill and process your orders. All the information we receive is kept secure and will not be disclosed to any other parties.

When you purchase from thefrockshop.co.nz or register online, you may join our database to be the first to receive email updates about our products and promotions. You can choose to unsubscribe from this service at any time.

The Frock Shop does not record credit card details, as we use Payment Express, a secure gateway for online payment. This allows transactions to be placed in real time and go through their system, meaning no credit card details are recorded on our website. If you would like to read more about Payment Express, visit their website at www.paymentexpress.com or read their privacy policy here.

Our store is hosted on Shopify Inc. They provide us with the online e-commerce platform that allows us to sell our products and services to you.

Disclaimer

All the prices on The Frock Shop website are in New Zealand Dollars (NZD).

We do our best to ensure our products are represented in the correct manner based on the information supplied to us by the designers. Sometimes items may vary in colour or size, therefore we cannot be held liable for any incorrect or misleading information.

Returns, Exchanges & Credits

Before purchasing your item, please check our sizing guide. This will ensure you choose the right size.

We do not refund, exchange or issue credit for change of mind, only for wrong sizing or faulty items.

We do not refund, exchange or issue credit for Sale or Clearance items.

Should you wish to return or exchange an item purchased from thefrockshop.co.nz, please follow these five easy steps:

  1. Contact us on 04 902 7797 or email us at admin@thefrockshop.co.nz within 7 days of purchase to request a Return Authorisation Number (RAN). Returns or exchanges will not be accepted without a RAN.
  2. Complete the RAN Form – click here to download.
  3. Package items carefully and include the completed form, addressed to us as advised on your RAN form. The item must be unworn, unused, unwashed, and unaltered with all tags and packaging in new condition. Damaged, worn or altered garments will not be exchanged, credited or refunded and will be returned to the customer.
  4. Return shipping is the responsibility of the customer, unless the item is faulty or an incorrect item was received. The Frock Shop is not responsible for the safety of the item in return transit. We strongly suggest using a tracked courier service where possible.
  5. Once items have been received and checked, the purchase amount will be refunded to the credit card used at original point of purchase. We will endeavour to process your refund within 7 days, but please note that your bank may take additional days to process and clear any payments. You will be notified via email to the address listed on your RAN form or Frock Shop account when this transaction has taken place.
    To be eligible for an exchange or refund, returns must be sent back to The Frock Shop within 7 days of obtaining a RAN. You will be advised once the returned item/s have been received and checked, and, if applicable, an exchange garment will then be sent to you at the cost of The Frock Shop. We understand an item may take a few days to get back to us (especially if you're in a rural area, or overseas) so we ask that the item at least begins its transit back to us within 7 days, not necessarily arrives back in store within 7 days.

Returns will not be accepted without a RAN number, or if they are sent back more than 7 days after purchase.

Should you choose to receive a credit in place of a refund, this may be used online or in store and will be valid for three months from the date of issue.

    PLEASE NOTE: There are no returns, exchanges or refunds on sale goods unless the goods are faulty, or have been sent incorrectly.

    Gift Exchange Receipt
    If you are buying an item as a gift for someone else, you may request a Gift Receipt. This will not detail the price you paid, but it will show you purchased the gift from The Frock Shop, the date of purchase, and the date the gift will be received. We will offer an exchange on this item up to 5 days after the gift is received, for an amount equivalent to the current selling price of the original item.

    Shoes

    Shoes must be returned in the original condition; unworn, with no wear on the soles. All original packaging must be returned including shoe box, swing tags and tissue paper. All return processes must be followed.

    Jewellery, Bags & Accessories

    Jewellery, bags and accessories may not be returned or exchanged unless the item is faulty.

    Credits

    You may choose a Frock Shop credit that may be used in store or online in place of a refund, if you are entitled to a refund. 

    A store credit is valid for 6 months from the date issued.

    Faulty or Incorrect Items

    If you receive your order and an item is faulty or incorrect, please contact us immediately so we can repair, replace or refund the item. The Frock Shop will cover the shipping costs required to return the faulty or incorrect item, provided you have contacted us first.

    You can contact us on 04 902 7797 or admin@thefrockshop.co.nz

    Shipping & Deliveries

    Urgent Delivery

    Please contact us at admin@thefrockshop.co.nz for enquiries regarding priority/urgent shipping prior to placing your order.

    Delivery Timing

    Orders will be processed within standard business hours (Monday – Friday, 9:00am – 5:00pm NZST). Any orders received outside of these times will be processed the next business working day. Processing of your order may take up to 48 hours. Shipping estimates are additional to this processing time.

    We use a New Zealand based courier service for delivery, and all parcels are signature-required and have a tracking number. Their normal delivery time frames are usually between 1-3 working days for most areas (rural delivery may take additional time). Once your order is processed we will endeavour to have it picked up by a courier on the same or next working day.

    We will email you an order confirmation with a courier tracking number once your order has been dispatched.

     

    New Zealand

    Delivery times are approximate and can sometimes be affected by circumstances out of our control. Postage and handling charges include tracking number and insurance. Please supply a physical address, as delivery cannot be made to a PO Box.

    Standard shipping cost is $10 flat rate. Rural delivery incurs further cost and is $16.

    Note: Some items may be heavier than most and therefore incur further shipping cost, such as bulky winter coats, or multiple items in one purchase. We will contact you before dispatch should this occur.

    Australia

    Delivery times are approximate and may be longer should your item/s require customs clearance upon arrival in your destination. Shipping costs do not account for any import charges, customs duties or fees upon arrival. The Frock Shop takes no responsibility for any charges that may apply upon arrival. For further information please contact your local Customs services.

    Postage and handling charges include tracking number and insurance. Please supply a physical address, as delivery cannot be made to a PO Box.

    Shipping cost is $30 which includes insurance.

    Note: Some items may be heavier than most and therefore incur further shipping cost, such as bulky winter coats, or multiple items in one purchase. We will contact you before dispatch should this occur.

    International shipping - we're currently unable to offer standard international shipping outside of Australia, however feel free to email us and we'll be happy to arrange a shipping price estimate for you prior to purchase.

    Terms & Conditions

    Products & Product Information

    The Frock Shop sizes are based on standard New Zealand sizing (with the exception of overseas brands, where a size conversion will be clearly marked). Please see our Sizing Guide for more information (note that some sizing may vary between designers).

    Care is always taken to ensure that all product details, descriptions and product prices on our website are correct at the time of website entry. As the designers supply the information to us, we cannot be held liable for any incorrect or misleading information.

    Stock Availability

    We work hard to keep our online stock levels accurate. There is a possibility the size or the style you have ordered may recently be out of stock. Should you purchase an item that is not physically available, we will contact you within 24 hours (during weekdays). If we are unable to provide you with an appropriate replacement, we will refund your order price to the credit card used at original point of purchase. We are unable to provide cash refunds.

    Please be aware that items in your shopping cart are not on hold and may be purchased by other customers. Once an order has been placed it cannot be cancelled as often the item/s will have been processed and shipped on the same day.

    Special Orders

    If an item or size is unavailable you may be able to place a special order (with a deposit to secure the item). Contact us directly to enquire about this service on 04 902 7797 or admin@thefrockshop.co.nz or for any other stock enquiries.

    Pricing, Payment & Secure Payment Methods

    All the prices on The Frock Shop website are in New Zealand Dollars (NZD). Pricing may change without notice should a designer request us to do so.

    We accept Visa, MasterCard, and Visa Debit. If you would like to make an automatic payment to our New Zealand bank account please email admin@thefrockshop.co.nz.

    If the credit card used for payment is not denominated in NZ Dollars, the final price will be calculated in accordance with the applicable exchange rate on the day your card issuer processes the transaction.

    Gift Vouchers

    The Frock Shop gift vouchers are available from $25 to $1,000. Gift vouchers can be used online or in-store on any item, and can be purchased here.

    A Gift Voucher is valid for 6 months from the voucher purchase date.

    Sale Prices

    When we mark down stock, we may round up to the nearest $5 price point e.g. a discounted price of $523.95 becomes $525.00.