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Red Rat

FAQ

Returns & Exchanges

  • Delivery
  • EZPAY
  • General
  • Missed Payments
  • Returns & Exchanges
  • 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 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.

    DELIVERY TO AUSTRALIA - 3 - 5 WORKING DAYS
    Once your order is dispatched, delivery times to Australia are:
    Metropolitan Sydney, Melbourne & Brisbane - 3 - 5 Business Days
    Regional New South Wales, Australian Capital Territory, Queensland & Victoria - 3 - 8 Business Days
    Rest of Australia & non-metropolitan areas 5 - Business Days

    Delivery will be deemed to have been made when the goods arrive at the delivery point selected by you. Delivery may be by installments if all the products are not available at the time of shipping.

    The above time frames can be impacted by busy promotional periods where order volumes are high or events that are out of our control, this may include disruptions within the Courier Post & First Global Logistics delivery network and extreme weather conditions.
  • 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 (http://www.barrierair.kiwi/, 0800 900 600 or 09 275 9120) to let them know that you are sending an item to them.

  • 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.
  • 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.
  • What courier service do you use?
    NZ DELIVERY
    All deliveries within NZ are shipped with Courier Post. All parcels are signature required and will require someone to be present at the selected delivery address at the time of delivery to sign for the parcel.

    If there is no one present at the selected address at the time of delivery, the courier will return the item to their depot and you must arrange delivery or pickup directly with them (www.courierpost.co.nz/ or
    0800 268 743). 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.

    AUSTRALIAN DELIVERY

    All deliveries to Australia are shipped with 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 when the order reaches Australia by the Australian Government. 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.

    NB: Please also note that all orders are charged in New Zealand dollars.

  • How do I track my order?
    DELIVERIES WITHIN NZ
    Once 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/
  • 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 much does shipping cost?
    SHIPPING WITHIN NZ - $7
    Shipping within NZ is a flat rate of $7 per order.

    SHIPPING TO AUSTRALIA - $15
    Shipping to Australia is a flat rate of $15 per order.

    In some cases an additional delivery fee may be required for extra large or heavy items to reflect the extra costs incurred with delivering your order. If this happens, we will contact you before we continue with your order.
  • 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
  • What do I need to apply for EZPAY?
    You must be over 18 and a New Zealand resident. You need to provide one primary or two secondary IDs, and a proof of bank account. Please note that EZPAY is currently only available for New Zealand customers
  • 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 proof of bank account. You can also call 0800728728 to request a home visit if possible (depending on the distance from the nearest store).
  • When can I shop?
    If your EZPAY application is approved you can shop after a successful direct debit payment.
  • Where can I use my EZPAY account?
    You can use your EZPAY account at any red rat store and the following websites.

    https://www.redrat.co.nz
    https://www.homie.co.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.
  • 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
  • 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 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.

  • 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.
  • 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.
  • 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.
  • 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.
  • 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.
  • 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 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?
    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.

    You can return your product/s to any of our 14 stores nationwide. Find your nearest store here www.redrat.co.nz/store-locations

    You 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.
  • 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.
  • 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.

    You can make an exchange at any of our 14 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-locations

    You 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 exchanges that fail to make it to our distribution centre.

  • How can I pay for my order?
    Payment can be made online using a credit card, debit card, or with your EzPay account.

    If you are paying with a credit or debit card and your order exceeds $75, one of our customer service team will contact you to answer some basic security questions to validate the order.

    This is to ensure the integrity of the orders that are made through the site and to protect credit and debit card holders from fraud.

    If we are unable to get in contact with you, your order may be cancelled. The security questions will only take a few seconds and you can speed up this process by contacting us on 0800 728 728 after you have made the order.


  • 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.
  • 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.


  • Do I need an account to shop online?
    No, you can shop online and checkout as a guest.
  • 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