FAQ

PLACING AN ORDER

Can I add to my order?

Unfortunately, you 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 your order has not yet been delivered.

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

As a precaution, a product will show as out of stock if the quantity drops below 3. 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 Paystation 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. 

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? 

Unfortunatley 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 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 is a flat rate of $10.00NZD. Delivery to Australia is a flat fee of $30.00AUD.

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?

Unfortunately, we don’t accept any returns for a change of mind.

Can I return my order if it's faulty?

Yes, you may return your order if it is faulty or damaged whilst in transit. According to New Zealand’s Consumer Guarantees Act 1993, you will be entitled to the repair, replacement and (if item cannot be repaired or replaced) a refund.

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

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