- How long will my order take to arrive?
DELIVERY WITHIN NZ - 2 - 3 BUSINESS DAYS
Delivery within NZ usually takes 2-3 business days from the time of placing the order.
RURAL DELIVERY WITHIN NZ - 3 - 4 BUSINESS DAYS
Please add on an extra business day for delivery to rural addresses.
- What courier service do you use?
NZ DELIVERYAll deliveries within NZ are shipped with
NZ Couriers.
If the courier is unable to deliver your order, the courier will return the order to their depot and you must arrange delivery or pickup directly with them (
www.nzcouriers.co.nz/). If multiple delivery attempts fail, the courier will return the order to us where it will be returned and your original payment method will be refunded.
We are unable to deliver directly to PO Boxes or parcel lockers.
NB: Please also note that all orders are charged in New Zealand dollars.
- Do you deliver 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 (
https://www.barrierair.kiwi/, 0800 900 600 or 09 275 9120) to let them know that you are sending an item to them.
- How much does shipping cost?
NZ - STANDARD SHIPPING - $7
Shipping within NZ is a flat rate of $7 per order.
Click & Collect - $2
All Click & Collect orders incur a charge of $2 per order.
- Why am I receiving multiple parcels?
We dispatch most of our orders from our Distribution Centre in Auckland but we may ship some or all of your order from our stores if it's not available from our Distribution Centre.
This may result in you receiving multiple parcels and dispatch emails. If you have any questions about your order, please livechat us or call us on 0800 728 728 and our customer service team will be happy to assist you.
- Has my order been shipped yet?
As soon as we receive your order, we will send you an email to confirm we have received it and will begin processing it shortly. Once your order is dispatched, we will send you another email advising this along with your tracking number so you can follow the journey of your parcel. If you have your tracking number, you can track your order at www.courierpost.co.nz.
If you have any questions about your order, please livechat us or call us on 0800 728 728.
- How do I track my order?
DELIVERIES WITHIN NZOnce we have dispatched your order, we will send you an email with a tracking link for you to follow the journey of your order. You can also track your order online with your tracking number by going to Courier Post's website:
www.courierpost.co.nz/
- Why am I receiving so many emails about my order?
Red Rat sends email updates at important events in your orders journey to make sure you're kept up to date. This includes emails confirming your order has been received and when your order has been dispatched with your tracking information.
From time to time, we may contact you to confirm details via email in order to process your order.
If you have any questions, please livechat us or call us on 0800 728 728 and our customer service team will be happy to assist you.
- Where can I use my EZPAY account?
- When can I shop?
If your EZPAY application is approved you can shop after a successful direct debit payment.
- How do I sign up for an EZPAY account?
Simply complete our EZPAY application form online (link to form), submit it through online or visit your
nearest red rat store with a copy of your ID and 90 day bank statement. You can also call 0800728728 to request a home visit if possible (depending on the distance from the nearest store).
- What do I need to apply for EZPAY?
You must be over 18 and a New Zealand resident. You'll need to provide the relevant identification documents as outlined below.
Option 1
One of the following:
- New Zealand passport
- New Zealand certificate of identity
- New Zealand refugee travel document
- New Zealand firearms licence
- Overseas passport or similar document issued for the purpose of international travel which:Contains the name, date of birth, a photograph and the signature of the person in whose name the document is issued; and is issued by a foreign government, the United Nations or an agency of the United Nations
- A national identity card issued for the purpose of identification that:contains the name, date of birth and a photograph of the person in whose name the document is issued and their signature or other biometric measure included where relevant; and is issued by a foreign government, the United Nations or an agency of the United Nations
Option 2
Two forms of identification, being one of:
- New Zealand full birth certificate
- Certificate of New Zealand citizenship
- Citizenship certificate issued by foreign government
- Birth certificate issued by a foreign government, the United Nations or an agency of the United Nations
And one of:
- New Zealand driver licence
- 18+ Card
- Valid and current international driving permit
Option 3
- New Zealand driver licence
And one of:
- Confirmation that the information presented on the driver licence is consistent with records held in the National Register of driver licences e.g. through Centrix SmartID
- A document issued by a government agency that contains the person’s name and signature (e.g. a SuperGold Card)
- A statement issued by a government agency to the person in the 12 months immediately preceding the date of the application (e.g. a statement from the Inland Revenue Department)
- How does EZPAY work?
Red Rat offers an extended purchase limit for approved EZPAY customers to shop now, pay later
- What is EZPAY?
A Flexible Finance option that makes shopping with us easy
- How can I get a 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.
- What do I do if I am suffering financial 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.
- What happens if I miss a payment?
One of our collections team will contact you if your payments are dishonoured or missed to see how we can help get payments re-started. If you miss numerous payments and we cannot make contact with you one of our team may visit you at home.
- 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.
- 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.
- 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.
- 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 put my payments on hold?
Depending on your circumstances we may temporarily put your
payments on hold. To apply give us a call or send an email, chat or a
facebook message on our Red Rat page.
- 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.
- 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.
- 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.
- 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 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.
- 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.
- What Rewards can I Earn?
For every friend you refer you will save $20 off your next order, on orders over $99.
- How do I Get a Reward?
When you share your unique link with a friend, whether by email or social media; they will be given the opportunity to receive a reward for their first purchase with us.
When they make a purchase with their discount code, you will receive your discount code too.
- What is a Refer a Friend Program?
It is a great way to send your friend savings and getting rewarded with savings at the same time.
We give you a unique link to share with your friends. When a friend makes a purchase with us, we will send you a reward code too.
- What Rewards will my Friend Earn?
Your friend will earn $20 off their first purchase, on orders over $99.
- How many referrals can I make?
You can make as many referrals as you want. For each successful referral you will receive a coupon code. Please note you can only use one coupon code for each order you make.
- Can I or my friend use my discount codes in store as well as online?
At this time, reward codes are only applicable in the Red Rat online store.
- What are the conditions for getting a reward code successfully?
- A friend you refer will need to make a purchase first before you can receive your reward.
- You will not receive a reward for referring your self.
- Why did I not receive my reward for referring a friend?
One of the following reasons could cause a referral to be missed or rejected
- Your friend did not make a purchase using the email you invited them with.
- Your friend made a purchase without using the reward they were given.
- Your friend is an existing customer or subscriber.
- Your referral has been flagged as a self-referral.
If you believe your referral has been missed or should not be rejected, please contact us on hello@redrat.co.nz or Live Chat with us during business hours.
- How do I return a product?
If you have placed an order through our website or via the phone, you can return the product/s purchased for a full refund if the product/s are in their original condition and it's within 30 days of receiving shipping confirmation.
*Sale of face masks, socks and underwear are final and are ineligible for return or exchange unless faulty.
You can return your product/s to any of our 13 stores nationwide. Find your nearest store here
www.redrat.co.nz/store-locationsYou can also return the product/s to our distribution centre. If you are returning the product/s to our distribution centre, please call us on 0800 728 728 or email us at hello@redrat.co.nz first for us to register your return. If you return is due to a fault, we may request photos of the fault as verification before registering your return.
After we have registered your return, please return the item via courier along with the original invoice and a note clearly explaining your reason for return.
The address for our distribution centre is:
Red Rat Clothing Ltd
26 Ascot Road
Airport Oaks
Mangere
2022
Returns will be at your expense unless otherwise advised and refund of the original freight fee will be at our discretion.
We recommend using a tracked courier service that requires a signature upon delivery as we are not liable for any returns that fail to make it to our distribution centre.
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 the product is faulty.
- How do I exchange a product?
If you have placed an order through our website or via the phone, you can exchange a product purchased if it's in its original condition and it's within 30 days of receiving shipping confirmation.
*Sale of face masks, socks and underwear are final and are ineligible for return or exchange unless faulty.
You can make an exchange at any of our 13 stores nationwide. Please bear in mind that exchange's are subject to stock availability and sizing may vary from store to store. Find your nearest store here
www.redrat.co.nz/store-locationsYou can also exchange a product via our distribution centre. If you are exchanging a product to our distribution centre, please call us on 0800 728 728 or email us at hello@redrat.co.nz first for us to register your exchange. If your exchange is due to a fault, we may ask for photos as verification before we register your exchange.
After we have registered your exchange, please send the item via courier along with the original invoice and a note clearly explaining what size or product you would like to exchange for.
The address for our distribution centre is:Red Rat Clothing Ltd
26 Ascot Road
Airport Oaks
Mangere
2022
Exchanges will be at your expense unless otherwise advised and refund of the original freight fee will be at our discretion.
We recommend using a tracked courier service that requires a signature upon delivery as we are not liable for any returns that fail to make it to our distribution centre.
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 the product is faulty.
- What if I received the wrong item?
If you receive the wrong item or size, please contact us as soon as possible via livechat, email at hello@redrat.co.nz or call us on 0800 728 728. We will organise for the correct product or size to be shipped to you as well as return of the incorrect one.