Delivery & Returns
Delivery and Returns Policy
Now shipping to Australia!
Delivery - Flat rate $5 in NZ
Orders will be delivered within 3 - 5 working days from receipt of order to NZ residents. Please allow an additional 1 - 2 days for Special Items.
In some cases an additional delivery fee may be required for extra large or heavy items and we will contact you before we continue with your order.
We will endeavour to deliver your purchase on the agreed delivery dates but we will not be liable for late delivery. Late delivery does not entitle you to cancel any order or part order. Delivery will be deemed to have been made when the goods arrive at the delivery point agreed with you. Delivery may be by installments if all the products are not available at the time of shipping.
Christmas & New Years Delivery 2016
Red Rat will be closed on statutory holidays over the Christmas and New Years holiday period. Please take this into account when referencing the above delivery guidelines.
Deliveries to Great Barrier Island
If you are sending your order to Great Barrier Island, you should address the order to: Your Name, c/- Great Barrier Airlines followed by your address on Great Barrier Islands. You will also need to contact Great Barrier Islands (http://www.barrierair.kiwi/, 0800 900 600 or 09 275 9120) to let them know that you are sending an item to them.
Australia Delivery – Flat rate $15 to anywhere in Australia
$15 Flat Rate to anywhere in Australia.
Delivery Times to Australia once dispatched:
Delivery time once dispatched
Metro Sydney / Melbourne / Brisbane
3 - 5 Working days
Regional NSW / ACT / QLD / VIC
3 – 8 Working days
Rest of Australia & non-metro
5 – 10 Working days
We ship all Australian orders via First Global Logistics. All orders will be printed with an Authority To Leave - this means the parcel may be left in a secure location without a signature if you're not there to receive the parcel.
Please note that customs or import duties may be charged if your order exceeds $1000 AUD when the order reaches Australia. These must be paid by the recipient. We have no control over these charges and cannot predict what they may be.
We recommend contacting your local customs office for further information.
We are unable to deliver directly to PO Boxes or parcel lockers.
Please also note that all orders are charged in New Zealand dollars.
At Red Rat, we stand by the quality of our product. Customer satisfaction is important to us.
Please note that all sales of clearance items are final and are not entitled to the refund or returns policy outlined below if you simply change your mind, so please choose carefully. The only exception is if you need to exchange for a different size or if the product is faulty. Online Knockout Deal sales are final and no exchanges will be accepted with the exception of faulty products which must be returned to our Distribution Centre.
How do I exchange or return a product?
Customers who have made retail purchases from our website or via the phone can return the product purchased for a full refund or exchange by either returning the item in its original condition to one of our stores, or by following these steps for returns by post, to be completed within 30 days of shipping confirmation:
- Ensure the product is undamaged and in original condition and packaging.
- Contact Customer Care on 0800 728 728 or 728 or if you are calling from overseas phone 0011 649 261 0033, or email firstname.lastname@example.org to register your reason for return.
- Please also note your reason for return on the tax invoice and include it with the product you are returning.
- Return the product and invoice to the Red Rat Distribution Centre at the following address:
Red Rat Clothing Ltd
26 Ascot Road
Mangere 2022 Freephone: 0800 728 728, or Phone 00011 649 261 0033
- The cost of postage for returns/exchanges will be at your expense unless otherwise advised and refund of any original shipping costs are at our discretion, so please choose carefully.
- Please hold on to your return postage receipt and tracking number as proof until full refund or replacement has been completed.
So what happens from here?
If exchanging for a different size:
Upon receiving the product in its original condition and packaging, we will either exchange and deliver the correct size to you at no additional cost, provided the requested size is available, otherwise we will issue a refund to your original method of payment (within three working days) for the amount you paid for the product.
If you've just changed your mind and don't want the product:
Upon receiving the product in its original condition and packaging, we will issue a refund to your original method of payment (within three working days) for the amount you paid for the product. Red Rat will not refund any shipping costs relating to the original delivery or return of non-faulty product.
If you've received a faulty or incorrect product:
Upon receiving the product, if Red Rat inspects returned product and deems it to be faulty, the wrong size, or the wrong item, we will either replace the item at no additional cost, provided it is available, otherwise we will refund both the price you paid for the product and all related shipping costs to your original method of payment (within three working days).
If product has been damaged in transit please call us on 0800 728 728 or 0011 649 261 0033 and we will arrange to replace the damaged products(s).
Customers who have made corporate or bulk purchases from our website, retail stores or via telephone can only return product purchased from us if it is faulty or damaged in transit. In this case, please call us on 0800 728 728 or 0011 649 261 0033. Red Rat will endeavour to replace the damaged or faulty product or, where this is not possible, issue a refund for the purchase value and agreed freight charges.
Warranties and Limitation of Liability
Red Rat will pass on to you the benefit of any warranties given by the manufacturers or suppliers of the products we sell. However, we expressly exclude to the fullest extent permitted by law all other warranties, descriptions, representations or conditions whether implied by law, trade, custom or otherwise.
Our liability for any claim, damages, loss or expense related to the supply by us of goods or services is limited to the cost paid by you for the goods or services except where statute expressly requires otherwise. To the fullest extent permitted by law we will not be liable in any event whether in tort (including negligence), contract or otherwise for any loss of profits or any consequential, indirect or special damage, loss or injury of any kind suffered by you or any other person.
FREE SHIPPING only applies to $5 shipping transactions. Offer ends as stated.