FAQ

PLACING AN ORDER

Can I add to my order?

We are unable to add to an order online once it has been processed. However, you can contact us via email or by phone +64 4 801 7251 and we will be able to manually add to your order if it has not already left our warehouse. If your order has already left our warehouse you will need to complete a separate purchase. .

The size/product I want is out of stock, what should I do?

Please give our helpful customer services team a call between 9am and 5pm weekdays or email us to see if we can find what you are looking for. Alternativly use our Store Locator tool to see if a store near you can help.  

Are all prices on the website shown in NZD?

Yes, all pricing on our website is shown in NZD (New Zealand Dollar).

How secure is shopping online at Baksana?

Our website complies with and meets the New Zealand and Australian requirements for safe online checkout. We use the secure hosted payment solution from WindCave to process online orders. Customers can see their cards being authorised and debited in real time, all in a SSL secure environment so you can ensure a safe and efficient online shopping experience.

What are my payment methods?

You can checkout via a credit card; Visa, Mastercard or Debit Card or AfterPay. 

I'm having trouble with the payment screen, what should I do?

Give us a call and we can check whether the order came though or process the order over the phone. 

What name will appear on my bank statement for my transaction on www.baksana.co.nz?

The name that will appear on the cardholder's statement is Baksana.

I have a trade account with Baksana, can I log in and place an order order online? 

Our website is for retail business only. You can place an order with us on your trade account by calling us between 9am and 5pm weekdays or emailing us at with your order. If you would like to enquire about ordering a trade account please send an us an email. 

 

DELIVERY

What are the delivery/freight charges?

Delivery within New Zealand & Australia is a flat rate of $14.90 NZD.

How long does delivery take? 

We usually use an overnight service on NZ orders, however if you are in the North Island please allow for 2-5 working days and for the South Island 3-8. We ship to Australia weekly,  please allow 7-15 working days for delivery. 

Its been a few days and I still haven't received my order, what should I do? 

You can track your order using the link in the shipment email to see an up-to-date status of the delivery. If you require further assistance, please contact the courier company with your tracking number handy so they can help you. 

 

RETURNS

What is your return policy?

You can read our full returns policy here. 

Can I return my order if I've changed my mind?

We don’t accept any returns for a change of mind. We will accept the return of an item for an exchange or a store credit unless otherwise specified in our returns policy.

Can I return my order if it's faulty?

Yes, you may return your order if it is faulty. You will need to contact us about the faulty product within 21 days. In line with the New Zealand Consumer Guarantees Act 1993, you will be entitled to the repair, replacement, and (if the item cannot be repaired or replaced) a refund. If you find your item is faulty we will go through the process in the above order of a repair, replacement, and then if the item cannot be repaired or replaced a refund.

If you have any other questions, please send us an email.