FAQs

SHIPPING & DELIVERY

Please note that items can take 3-7 days AFTER dispatch to arrive (in New Zealand). This is due to courier delivery times, logistics, and other factors outside our control. We always attempt to ship as soon as possible, but please understand total delivery time can take a week or more from initial order date; due to these external factors.

Domestic orders: 3-10 business days
International orders: Greater than a week depending on destination
Our postage and delivery is subject to NZ Post handling and services, which you can view via their website. 

Do you offer wholesale?
We sure do! For all wholesale enquiries please contact wholesale@collectivehub.com with quantities of each product you’re after. Please note that wholesale agreements are subject to approval and are offered on a firm sale basis with a minimum $200/order requirement.

How long will my order take to arrive?
We deliver using NZ Post and depending on where you live, items may take between three and ten working days to arrive. Items will be delivered on business days (not weekend – sorry!) and items may not be delivered within the delivery time frame if there are unforeseen circumstances outside of our control or NZ Post’s (such as adverse weather, strikes, and public holidays).

How can I track my order?
If your order qualified for tracking, you will receive a confirmation email contained your tracking number once it has been dispatched (to the provided email address). To track your order, visit the NZ Post tracking website and enter your tracking number. It’s as simple as that!

What happens if I am not home when my order is delivered?
We recommend sending items to either a work address or PO Box to ensure someone will be there to accept delivery. If no one is available at the time of delivery, items will be left at the discretion of NZ Post. Alternatively, they’ll leave a collection card for you to pick it up from an NZ Post outlet at a time that suits you.

Help! I entered the wrong delivery information.
No need to stress. Please contact our Customer Service Team by email – nz.customerservice@collectivehub.com as soon as possible to correct any errors in your delivery information. Unfortunately, once your order has been dispatched we are unable to update any delivery information.

ORDERS

How do I know if my order has been successful?
You should receive an order confirmation email within one hour of purchase. If you have not received your order confirmation email within this timeframe, please contact our Customer Service team by email – nz.customerservice@collectivehub.com

Can I change my order once I have submitted it?
Unfortunately no changes can be made do your order once you have submitted it.

Can I cancel my order once I have submitted it?
Yes! If you catch us before it has been dispatched.

Help! My payment method was not accepted?
Please double check that you have submitted the correct credit card number, security information and expiry date. Also, ensure that you have sufficient funds in your chosen account. If so, perhaps try an alternative payment method or contact your banking provider. If all else fails, contact our Customer Service Team by email –nz.customerservice@collectivehub.com

RETURNS/EXCHANGES
What is Collective Hub’s return policy?
We are unable to return or exchange magazines unless the wrong edition was incorrectly mailed to. We are also unable to return or exchange “sale” items. For all other products, if something is faulty, damaged or shipped incorrectly, we will exchange or refund your purchase within 10 working days with proof of purchase. Unfortunately we cannot a refund or exchange after 10 working days from the date of purchase. Items for exchange or refund (aside from those which are damaged) must be unused in as-new condition and in the original packaging.

How do I return an item?
Contact nz.customerservice@collectivehub.com to get the process underway. Please note, Collective Hub does not cover the postage costs for returns. We suggest considering a traceable service for returns item to ensure they are received by us.

Do you offer refunds on sale items?
Unfortunately we do not offer refunds on sale items.

The item that I received is defective or damaged, what should I do?
If the item you received is defective or damage, please contact our Customer Service Team at email – nz.customerservice@collectivehub.com

How do I organise an exchange or refund?
Please contact our Customer Service Team at email – nz.customerservice@collectivehub.com

How long will it take to receive my refund?
Once your refunded has been received and approved, your refund will be processed within 10 working days from approval. If we can move faster, we will!

I have not yet received my refund?
If you haven’t received a refund within 10 working days of approval, please check with your credit card company as it can take some time before a refund arrives in your account. Alternatively, contact your banking provider regarding their processing time. With all options exhausted, please contact a member of our Customer Service Team at email– nz.customerservice@collectivehub.com
For all other inquiries please email – nz.customerservice@collectivehub.com