Shipping & Returns Policy

Current Domestic Shipping Charges

Courier charges are applied by weight. For standard delivery, up to 249 grams is $6, 250 grams – 999 grams is $8 and over 1 kg is $10.  For Rural Delivery, up to 249 grams is $13, 250 grams – 999 grams is $15 and over 1 kg is $17.

New Zealand Orders

Products will be shipped using Fastways Couriers. When a signature is not obtained, product will be left in a safe place.

International Orders

We don’t ship overseas at the moment, but we’re looking into it. Please contact us if you’d like to have an item shipped overseas.

Current Shipping Estimates

New Zealand: 1 to 4 working days.
(Allow extra for RD addresses).

Our order process (how your items get to you)

  1. An order is placed by you on williampikechallenge.co.nz
  2. You will then receive an automatic email confirmation of your order showing the price you paid and your shipping addresses. Let us know if anything is incorrect.
  3. For William Pike Challenge products, our William Pike Challenge team collects the items in your order, sourcing from our stock or from our wholesaler. This can take up to 4 working days but is usually faster. For Rab and Lowe Alpine products, we forward your order to our wholesalers. Our wholesalers pack and ship your item(s) to your specified address.
  4. If an item you have ordered isn’t available because of system errors or human error (sorry, we’re not perfect!) you will be advised via email about organising a substitution or cancellation. You won’t be charged for any item we cannot send you. It is possible for such an email to end up in your spam/junk box so do keep an eye out after you place an order.
  5. Your order is packed and dispatched by our chosen couriers.
  6. You receive your order. Yay!

Exchanges or refunds

Where you find you have ordered the wrong size or have another issue with your order please refer to our refunds and exchanges below.

Non shipping days and delays

When you order late on a Friday or during the weekend we will process your order on the following Monday.
We source your order from our stock or supplier and it can take up to 4 working days to collect everything you order. If there are going to be any delays beyond this time we will notify you by email. During sale periods order volume increases significantly so there may be delays in shipping your orders.
During public holidays courier services are not available and we will not be able to dispatch your order until the next working day.

Paying for your order

You can pay for your order by either Master Card or Visa, or direct bank transfer. When paying by credit card, you will be transferred to a secure page using our Paystation Payment Gateway. Your personal data will be used to process your order, support your experience throughout this website, and for other purposes described in our privacy policy.

Privacy Policy

We will never ask for any more information than is absolutely necessary to do business with you or use your information for any other purposes without first asking your permission. Our checkout process uses a secure website to process your private payment details – our credit card processor is Paystation, one of the biggest and most trusted processors in New Zealand. They process the transaction and at no time do we store your credit card details on our servers.

Returns Policy – for Rab and Lowe Alpine Products only

Within 30 days of delivery, you may return any item you purchase in an unused and new condition with original packaging for a full refund.

We offer a simple process for returning your purchases:

  1. Download and print out our Returns Form (PDF file).
  2. Fill out the Returns Form, making sure that the ‘Refund’ box is ticked next to the item you are returning (For exchanges see below).
  3. Make sure all tags and labels are still attached.
  4. Send it to the following address:

Outfitters Limited
7B Cape Hill Road
2120 Pukekohe

Unfortunately, we are unable to provide free returns for customers unless due to an order error.
We’ll notify you via e-mail of your refund once we’ve received and processed the returned item. You can expect a refund in the same form of payment originally used for purchase within 10 business days of our receiving your return.

Shipping fees

We do not refund the original shipping fees. The cost of returning goods rests wholly with the purchaser and we will not reimburse this cost.

Are there items I can’t return?

No. We’ll refund where a right to a refund, replacement or repair exists under consumer law.

Exchange Policy

Maybe you chose the wrong size and need something larger or smaller, or maybe the colour doesn’t suit after all and you would prefer another colour. As long as you can return the item in an unused condition with the original packaging and ensure all the tags are still attached, we are more than happy to exchange your purchase.

We offer a simple process for returning your purchases:

  1. Download and print out our Returns Form (PDF file).
  2. Fill out the Returns Form, making sure that the ‘Exchange’ box is ticked next to the item you want to exchange.
  3. Make sure all tags and labels are still attached.
  4. Send it to the following address:

Outfitters Limited
7B Cape Hill Road
2120 Pukekohe

Unfortunately, we are unable to provide free returns for customers unless due to an order error; but we will pay for the postage of the replacement item.
If you have any queries or problems regarding your order please email us. Quoting your order number will help enormously and we will sort things out for you as soon as possible.

To avoid purchasing the wrong sizes check out our Sizing Guides – found on each product page where we have a sizing guide available from our suppliers. If the sizing for what you wish to purchase isn’t there or if you are still unsure you can contact us by email before you place your order.

Warranty

Should the product be damaged on arrival, or if you discover any defects in your product, please contact us via our contact page. We will organise with you to return the item for assessment. After assessment we will approve repair, a replacement or refund as appropriate. All products are warranted against defects in manufacturing or materials over the reasonable life of the item.

X
X