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Help & Frequently Asked Questions

Below are some Frequently Asked Questions and Help Topics. If you cannot find an answer to your question here please feel free to contact us.

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Free Shipping Within NZ on Orders over $100

If you are sending your order to a New Zealand address and your order is over $100 (after any discounts are applied) you will receive free shipping for the order.

 

 

Delivery Times

New Zealand Deliveries

Please allow up to 5 working days and rural areas may take longer.

Overseas Deliveries

Overseas deliveries may take up to 2 weeks for delivery depending on the country.

Christmas & Other Busy Periods

During busy periods such as Christmas or when our monthly newsletter goes out there may be extra delays, please don't hesitate to call us if you are concerned or would like an urgent delivery.
 
For more information please read our terms and conditions.

How do I become a Club Member?

You automatically become a club member after your first purchase from us. If you pay online with your credit card and the payment is sucessful you will be added once your payment is confirmed which is pretty much straight away. If you make your payment by cheque or direct credit you will be added as a Club Member once your payment has been cleared.

Promo Code Products

Products flagged with this sticker are products that have special prices when you enter a Promo Code at the checkout screen.

The price shown with these products is the full retail price and the "Promo Code" price will show in the checkout screen once you have entered a "valid Promo Code".

How do I use a PROMO Code when ordering?

If you have a PROMO CODE or an eVOUCHER and wish to use it on an order you can do this at the Checkout screen.

Once you are at the checkout screen scroll down under the list of items in your cart and enter the PROMO CODE or eVOUCHER into the field supplied.

Please Note: Some PROMO CODES and eVOUCHERS are only specific to certain products and some are only available to Club Members.

If you are unsure please feel free to contact us.

How do I change the quantity of a item in my cart?

To change the quantity of an item in your shopping cart please follow these instructions:

  1. Go to the My Cart page
  2. Change the quantity number in the "QTY" column of the item
  3. Click the Update button at the bottom of the cart list.

How do I delete/remove an item from my shopping cart?

To remove an item from your shopping cart follow these instructions:

  1. Go to the My Cart page
  2. Tick the checkbox (one left click) in the first column of the item you want to remove
  3. Click the Update button at the bottom of the cart list.

I can't log in to my account?

Things to check.

  1. Make sure you are entering the username and password you used to set up your account. Passwords are case sensitive and if you are unsure of your password you can request to reset it. Don't worry, you can reset it to a password you can remember but keep in mind the harder the password is to guess the harder it is for someone to log on using your account.
     
  2. Do you have cookies enabled? Cookies are required for the log in system to work and you may have cookies disabled. If you are unsure of what this means then the chances are you have them enabled as they are enabled by default.

What does 'No further discounts are applied to this product' mean?

If you see a message in a product description that says "No further discounts are applied to this product", this means that any other discounts, such as a Club Member discount,  are not available for this product.

How do I know if I am a Club Member?

When you log in you will see a small Club Member icon next to "My Account" link just under the main menu. When you go to the My Account screen you will see the larger club member icon:

How do I update a Delivery Address?

You can store delivery addresses as you make a purchase and if you need to update a delivery address you can do this during the checkout procedure which also give you to the option to save the updates you make to a delivery address.

Shipping 10+ Items Overseas

If you would like to order over 10 items to ship overseas please contact first so we can find the best freight price for your products. Contact Silberhorn about Bulk Shipping Prices »