FAQ

FAQ

Where is my $20 voucher for signing up to your newsletter? How do I redeem it?

After submitting your email address, you will get an email asking you to confirm your subscription to our newsletter, once this is done you will get a second email with your $20 discount code. Please to check your spam folder if you have not received a email from us. If you have checked your spam folder and there is still no email, please call us on 07 572 4299 for assistance.    

Once you have received your $20 voucher code, please copy and paste it into the discount box during checkout to redeem the discount.

When should I expect to receive my order?

All orders will be processed for same day dispatch. However if ordered on a weekend day or public holiday it will be processed within 2 hours of the first working day. If for any reason we are unable to meet this same day dispatch turnaround we will contact you to advise. Please allow an extra 1-2 days for rural delivery.

How do I track my delivery/online order?

All deliveries within New Zealand are sent on an overnight, signature required service via New Zealand Couriers. Use your supplied tracking number any time to see your parcel's progress here, New Zealand Courier Track & Trace.

All deliveries to Australia are sent signature required via NZ Post. Use your supplied tracking number any time to see your parcel's progress here, NZ Post Tracking.

All international deliveries are sent signature required via NZ Post. Use your supplied tracking number here, NZ Post Tracking.

Can I pay for my online order via bank deposit?

If you intend to select the Bank deposit option to pay for your online order with Sisters, your payment needs to be made within 12 hours of the time of purchase. If your payment has not cleared within 24 hours from your time of purchase we will cancel your order with no hesitation.

The bank deposit payment option can not be used as a form of holding items or as a lay-by system. We do not offer these options online. 

How to I return a full priced item purchased online?

Full priced items may be returned for a refund as long as the item(s) is returned within:

  • New Zealand – 7 days of receipt
  • Australia and International – 10 days of receipt

If you intend to return an items, please advise your intent to return by completing our returns form.

  • Items must not be worn, altered or washed.
  • Items must have all tags and packaging attached.
  • Footwear must include the original shoe boxes in its original condition, without postal labels.
  • Shipping and handling charges are not refundable.
  • The return of the item is at your cost and responsibility until it reaches Sisters & Co.
  • We recommend that you take out postal insurance.

* Other than circumstances covered by NZ Statute SALE OR DISCOUNTED ITEMS must not be returned, refunded or exchanged, these are for FINAL sale.

Can I return a sale or discounted item purchases online?

Please choose wisely, unfortunately all sale or discounted items are for final sale and not eligible for return, exchange or credit.

How long should my refund take to process?

If your package arrives at Sisters and Co. within our 7 day return timeline for National and 10 return time for International, your refund, exchange or online credit note will be processed within 1-2 business days. You will be notified by email to the address listed on your account when this transaction has taken place. Your bank may require additional days to process and post this transaction to your account once they have received the information from Sisters and Co. Please allow up to 2 – 3 working days before contacting Sisters and Co.

Can I layby items online?

Yes, simply select Pay by Laybuy at checkout. Your order will be processed immediately and your payment schedule will be established with Laybuy allowing you to paid off your layby over a 6 week period.

Can I redeem my gift voucher online? 

Sisters & Co vouchers are valid for 12 months from original purchase date. They are valid both in store & online.

What are pre-orders?

We aim to bring you new seasons collections offered on pre-order each season, so you can be the first to grab the goods! This enables you to purchase a new season’s item before it is released to the public from the Designer for retail sale. Your order will be dispatched to you on an overnight courier service as soon as the stock arrives in our warehouse. You will receive a tracking confirmation email to let you know the goods are on their way as soon as your order has been scanned in by the courier upon collection.

All orders placed via pre-order must be paid for in full prior to delivery. The delivery times for each item will depend on release of each collection from the Designer. We can provide an estimated time for delivery however we cannot guarantee delivery dates.

If a label or designer cancel any items from production ( or release limited stock) that you have pre-ordered through us, we will refund you immediately and contact you with a refund remittance.

What are Sisters & Co online rewards?

Please read more about online rewards here.

Can I return a full prices item I purchases in-store?

We will happily exchange or credit (we do not offer refunds in-store) any full price garment within 7 days of purchasing. Items must be returned in their original condition with tags attached along with the sale receipt. Unfortunately we do not offer refunds on change of mind purchases.

We cannot exchange, refund or credit any sale or discounted items purchased in store.

Can I make a special one off order in-store?

Some of our Designers and labels will be more then happy to re-cut or do a one off remake on each season’s collection.  If you are wanting us to order in a specific item or re-cut a garment for you we are happy to contact the Designer on your behalf and arrange this.  However these orders are dependent on stock and fabric ability from the Designer and must be pre-paid for in full before we will go ahead with the order once availability had been confirmed.  If this is something you are interested in please contact us at customerservice@sistersandco.co.nz to enquire about this service.

Can I layby items in-store?

  • SALE OR DISCOUNTED ITEMS CAN NOT BY LAYBY'ED UNDER ANY CIRCUMSTANCE
  • 30% deposit of cash value goods.
  • Balance of account must be made within 4 weeks from date of purchase.
  • You may however, at any time during the period of payment, pay the amount owing & receive possession of the goods.
  • If the order is cancelled or if payment is not completed within 4 weeks of the date of purchase a $50 layby cancellation fee will be applied and the goods will be returned to stock. In such cases the rights of the buyer & seller are as set out in section 9 of the Layby Sales Act 1971.
  • Items cannot be swapped or exchanged under any circumstance after 7 days.