Bag NZD $0.00

FAQ

Click & Collect

  • Click & Collect
  • Delivery
  • General
  • Missed Payments
  • Returns
  • Shopping Online
  • How do I change my bank account details?
    Call us to change your bank account details over the phone, send us an email with a screenshot of your bank account details or pop over to your local store with a statement.
  • How much does it cost?
    Nothing. You won’t have to pay for shipping costs on top of your order if you choose to Click & Collect.
  • How do I use Click & Collect?
    1. Shop online as usual and add your items to the shopping cart.
    2. At checkout, select the Pickup In-store option.
    3. Choose your preferred store for pickup from the drop-down menu.
    4. Complete payment as usual to confirm your order.
    5. You will receive 3 emails – Order Confirmation, Order Dispatch and Order Ready for Pickup.
    6. When you’ve received the Order Ready email, bring this (it’s ok if you don’t have a printer, just show us on your phone) and a form of ID to collect your order from the specified red rat store.
  • Can I choose to have some items delivered and collect others in the same order?
    No, but our shipping fee is a flat rate of $5 per order nationwide, regardless of how many items are in the order, so please feel free to put through a separate order for the items you wish to have directly delivered to you.
  • Can someone else collect my shopping for me?
    No, you need to come and collect your order personally. This is to avoid mix-ups and unauthorized pickups.
  • What ID do you accept?
    You can bring in Driver's Licence, Passport, 18+ card, School ID, Gun Licence, Police ID or Armed Forces ID.
  • Why does it take up to 7 days before it is ready to collect?
    Your order will be processed, picked from our distribution warehouse and then sent to your chosen store. This is the time it takes to be picked, delivered to your chosen store and prepared for pickup.
  • When can I pick my order up from the store?
    Your order can be picked up from the specified store AFTER you have received the Order Ready email. Please see here for individual store opening hours.
  • It's been 5 days, why haven't I received confirmation that my order is ready for pick-up yet?
    If you haven't received an email advising that your order has arrived in store after 3 business days of placing your order, you can contact Customer Care to look into the delay for you.



    Please call 0800 728 728 or email
    hello@redrat.co.nz and quote your order number.
  • How long will my order remain available for pick-up at the store?
    Your order will be available for pick-up from your nominated store for 14 days following its arrival.

    If you haven’t picked up your order after 14 working days of receiving your arrival confirmation email, then we will return the item and refund the money into the same account.
  • Can I pick my order up from a different store than the one I selected?
    If you need to change your order collection store once you have placed your order, we can only do this if the order hasn't been processed and dispatched already.



    Please contact Customer Care as soon as possible to see if we can change it for you - Call 0800 728 728 or email
    hello@redrat.co.nz
  • Can I exchange or get a refund on my Click & Collect order?
    All orders from our website are subject to the same Returns Policy, see more info here.
  • Can my family and friends use my account?
    They can use your account providing you have given them authority which you can do at your local store.
  • Can I get my order delivered outside NZ?
    Yes - We are now shipping orders to Australia
  • Why am I receiving so many service emails?
    Red Rat sends service emails such as order confirmation, dispatch information etc to customers who shop online to update them about their order. This type of communication is a standard in online shopping. If you are having any issues, please give us a buzz on 0800 728 728 and our customer service team will be happy to assist you.
  • Delayed Dispatch
    We're moving our headquarters as we are growing to serve you better. This means that you will be expecting delays in order dispatch. We expect everything to be up and running smoothly after the 20th of April 2017. We apologise for the inconvenience and hope that you can bear with us during this time.
  • Why am I receiving multiple parcels?
    If you have been receiving multiple parcels for one order, this is because we have opened up our store branches as fulfilment centres to serve you better. This means that for some orders to be fulfilled, they may be dispatched at different times from different branches. If you are having any issues with your order, please give us a buzz on 0800 728 728 and our customer service team will be happy to assist you.
  • How much does shipping cost?
    Shipping is a flat rate of $5 per order for NZ orders and a flat rate of $15 for all Australian orders.
  • How long will my order take to arrive?
    STANDARD DELIVERY
    We endeavour to deliver to you within 2-3 working days from the time of placing the order.

    RURAL DELIVERY
    Rural delivery times are between 2-6 working days from the time of placing the order.

    We'll let you know via email if there are going to be any delays with your order.

    AUSTRALIAN DELIVERY
    Delivery Times to Australia once dispatched:

    Region

    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



  • How do I track my order?
    Once we have sent out the email to let you know it has been shipped, you can track the order online by going to NZ Couriers website: www.nzcouriers.co.nz
  • Has my order been shipped yet?
    As soon as your order has been dispatched from our Distribution Centre, you will be sent an email confirmation to let you know that it's on its way.
  • Need to talk to someone about our products or service?
    Sometimes you may need to talk about an issue you are having with Red Rat Clothing Ltd.



    You should always, in the first instance contact your local store manager as they are there to help you.
    If they are unable to assist you or you are not happy with the outcome you can phone us on 09 261 0033, freephone 0800 728 728 or 0064 9 261 0033, or email us at
    hello@redrat.co.nz. We will confirm we have received your complaint and investigate it for you.




    Red Rat Clothing Ltd. will make every effort to resolve your dispute for you but if you are still not happy then you can review your rights under the
    Consumer Guarantees Act if your complaint relates to the goods sold to you by Red Rat Clothing Ltd.



    If your complaint relates to the financial services provided by Red Rat Clothing Ltd. and you are not happy with the way your complaint has been dealt with, please know that Red Rat Clothing Ltd. is a member of a scheme designed to help customers resolve complaints arising from the provision of financial services and you are within your rights to seek advice from
    Financial Dispute Resolution, phone 0508 337 337 or email enquiries@fdr.org.nz
  • How do I find out when new stock is on the site?
    Sign up here to receive our updates and we'll let you know when new products are launching, as well as when we have specials and promotions running.

    You can also "like" us on Facebook for regular updates.

    Check out our Just In page for the newest stock on our website.
  • How do I put my payments on hold?
    Call, email, chat or send us a facebook message on our reddy ratty page requesting to hold payment. You must have a valid reason.
  • Can my family or friend make payments on my account?
    Yes they can pay via Automatic Payment or make a payment in store.
  • Can I pay my account using my partner’s bank account?
    Yes through Automatic Payment but not through direct debit. Direct debit payments must be in a bank account in your name due to privacy concerns.
  • I want to pay my account in full, how do I do this?
    Call us to set up a one off lump sum direct debit payment, pay via internet banking or pop into your local store.
  • Why are my direct debit payments cancelled?
    The bank has automatically cancelled the direct debit because your account may be in overdraft or you have contacted the bank to cancel the direct debit.
  • What is the collections process?
    Red Rat has a collections team that proactively contacts the account holder when their payments have dishonoured to check in and organise for payments to re-start .
  • How do I close my account?
    Call, email, chat or send us a facebook message on our reddy ratty page requesting to have your account closed.
  • Hardship
    If you are unable to keep up with your payments due to unforeseen circumstances, get in contact with us so we can help.
    Red Rat may require documents supporting your claims. After reviewing these we can suspend or adjust your payments based on your situation.
  • Direct Debit Form
    If your direct debit has been cancelled you can download our direct debit form and take it to your bank to restart payment. Then get in contact with us so we can touch base with your bank to make sure that payments come through without a hitch.
  • How do I make a payment to cover my missed payment?
    You can set up a payment through Internet Banking, call us to request an extra payment taken out through direct debit or make a payment at your local store.
  • How do I find out details about my account?
    Log in to our red rat website using your registered email, log in using the red rat app or call us on 0800 728 728 for details about your account.
  • What is your bank account number so I can make Automatic Payments?
    BNZ 02-0191-0003676-000. Your reference number is your customer number.
  • Can I make changes to my payments or reduce my payments?
    You can change your payment dates or payment amount by calling us, sending us an email/chat to request change in payment date or payment amount.
  • Why is my owing balance so high?
    The owing balance consists of your purchases, interest, maintenance fees and dishonour fees which is outlined on your application.
  • How do I return a product?
    You can either choose to return a product through a red rat store, or by sending the goods back to our warehouse. You can find the delivery address and "how to" on the Returns Policy page.
  • Can I exchange an online order in-store?
    Yes, you can exchange orders in store - please ensure you take the items, including original tags and receipt with you to enable this to be smooth as possible.
  • What if something is delivered wrong?
    If we send the wrong item or size as part of a delivery please let us know as soon as possible by emailing customercare@redratclothing.co.nz. We will change the item as soon as possible and arrange for the wrong item to be returned.
  • Do I need an account to shop online?
    No, you can shop online and checkout as a guest.
  • Can I shop online with EzPay?
    Yes you can.



    If you already have an EzPay account with an email address on file, you should be able to login using that same email address here and will either be taken to your EzPay account dashboard (if you have already activated your account online) OR you will be sent a Welcome email with an activation link. Please click the link to complete your online activation so you will be able to view your EzPay account balance, Purchase Limit, etc. and start shopping online right away.



    Please allow up to 5 minutes for the Welcome email to reach you. If you do not receive the email, please DO NOT try re-registering. Please email us instead at hello@redrat.co.nz with the subject line EzPay Online Activation, plus your Full Name, Customer Account Number and/or Date of Birth and we will help you as soon as we can. Please follow these instructions also if you login and cannot see your EzPay dashboard or Purchase Limit.


  • How are your shoes sized?
    All our Mens and Womens shoes are sized using US sizing. Unisex styles are always in mens sizes, eg. Mens size 9 is approximately Womens size 11, but this varies from brand to brand



    Check out our sizing chart: www.redrat.co.nz/size-guide/footwear
  • How can I pay for my order?
    Payment can be made online using a credit card, Visa debit card, or with your EzPay account.
  • Do you have a sizing guide?
    Yes we do, check it out here: www.redrat.co.nz/size-guide



    Please note all measurements should be used as a guide only as fit varies across brands and products.
  • What does "in trade" mean?
    The Fair Trading Act applies to online selling when a seller is "in trade".

    Who is in trade?


    The Fair Trading Act’s definition of “trade” is broad. It defines trade as “any trade, industry, profession, occupation, activity of commerce or undertaking relating to the supply or acquisition of goods or services.”

    Whether a person is in trade will depend on the specific circumstances of the seller and the offer. Many factors can be relevant to whether a person is in trade, including whether they:


    • regularly or habitually offer to sell goods or services online

    • make, buy or obtain goods with the intention of selling them

    • are GST registered

    • have staff or assistants to help manage their sales

    • have incorporated a company or set up another type of trading vehicle

    Sellers cannot avoid their obligations under the Fair Trading or Consumer Guarantees Act by having someone else make offers or sell on their behalf. In these cases the principal seller will still be in trade, and the person selling on their behalf may also be liable.

    Anyone selling goods initially bought or acquired for their own personal use is not in trade.



    By this definition, Red Rat Clothing Ltd. is in trade and you can find out more about your coverage as our customer under the Fair Trading Act and the Consumer Guarantees Act.