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e-store help

Customer FAQs at Paco Design

 

Welcome to our customer services information page.
If you can’t find the answer to your question here, feel free to contact us.

 

Ordering

how long will my order take to process?

We aim to process all orders within 48 hours. If there are any problems fulfilling your order, you will be contacted via email.

can I change my order after I have placed it?

No, we cannot guarantee any changes will be actioned before shipping. If you do need to change an order urgently, please contact us, and we will advise what can be done.

Payment

what currency will I be charged in?

All prices and charges are currently in New Zealand dollars and include GST.
GST or VAT will not be charged on orders delivered outside of New Zealand and a new price will be shown when another country is selected for shipping.

Paco Design is not liable for any additional duty or GST/VAT charged by your local customs as the parcel enters it's destination country.

At time of writing this, Australian orders that have a declared or assessed value of A$1,000 or less, the goods may be imported free of duty, taxes and Customs and Border Protection charges, unless they are alcohol products or tobacco products. Apart from alcohol and tobacco products those goods will be cleared by Customs and Border Protection and delivered by Australia Post without you doing anything. Click here to check current Australian Customs rules & guidelines.

Prices are subject to change at any time.

how can I pay for my order?

1. Credit Card
We accept Visa, Mastercard & Amercan Express credit card payments via PayPal. Dont worry if you haven't got a Paypal account, no sign up is required to use PayPal's secure payment gateway. For more information click here.

2. Bank Transfer (NZ only)
New Zealand bank account holders can pay via internet banking. Details of our bank account are displayed during the checkout process.

Full payment is required before we dispatch your order.

 


 

Delivery

what are my delivery options?

On our ‘Shopping Basket’ page, there is an option to ‘Estimate Shipping’. This allows you to confirm your shipping costs and options before entering the checkout process. You can view your basket at any time my using the link at the top of the page.

New Zealand

Tracked ParcelPost

Online tracking
PO Box and Private Bag Delivery available
No signature required
Insured up to $250
More info here

Courier - variable charge depending on destination

Online tracking
Signature required for more secure delivery
Insured up to $1500

 

Australia

Tracked International Courier - 

Austria, Belgium, Canada, China, Czech Republic, Denmark, Finland, France, Germany, Hong Kong, Ireland, Italy, Japan, Malaysia, Netherlands, Norway, Singapore, South Korea, Spain, Sweden, Switzerland, Taiwan, UK and USA.

Tracked International Courier

Online tracking
Delivery target: just 2-6 working days
Signature required for more secure delivery
Insured up to AU$1000

Rest of the world

Sorry, we are only able to ship to the above countries at this time from the website. Feel free to email us for a manual quote if your country isn't included above.

 

Do you deliver to PO Box or Private Bag addresses?

Yes, but only using our ‘Tracked ParcelPost’ shipping method to New Zealand.

Is there a shop near me?

Sorry, the Auckland store is now closed. Office visits can be made by appointment, please contact us if you would like to view our range.

 


 

Returns

our returns policy

  1. If you are not satisfied with the product, you may return or exchange any unused items within 14 days of the original purchase date to the address below. Items that return back in an unsellable condition, or are damaged will be charged a restocking fee at our discretion.
    Paco Design Limited
    6A/6 Victoria Street East
    Auckland Central
    Auckland 1010
    New Zealand
  2. Paco Design will not refund shipping charges on "any" returned goods, regardless if the freight was originally discounted or not.
  3. All exchanged goods will incur additional shipping charges..
  4. The customer is responsible for all cost of returning product(s). Insurance and tracking on parcel is recommended, as Paco Design will not be accountable for any lost or damaged products during return transit.
  5. All bank charges, fees or any other cost incurred by Paco Design to issue refunds or by returning parcels shall be borne by the customer or deducted from the refund.
 

 

Product Care Tips

care of cyclus products

Cyclus Care Tips

 


 

Privacy

What information do we collect?

We collect information from you when you register on our site, place an order or subscribe to our newsletter.

When ordering or registering on our site, as appropriate, you may be asked to enter your: name, e-mail address, mailing address or phone number. You may, however, visit our site anonymously.

What do we use your information for?

Any of the information we collect from you may be used in one of the following ways:

; To process transactions

Your information, whether public or private, will not be sold, exchanged, transferred, or given to any other company for any reason whatsoever, without your consent, other than for the express purpose of delivering the purchased product or service requested.


; To send periodic emails

The email address you provide for order processing, will only be used to send you information and updates pertaining to your order.

Note: If at any time you would like to unsubscribe from receiving future emails, we include detailed unsubscribe instructions at the bottom of each email.



Do we use cookies?

Yes (Cookies are small files that a site or its service provider transfers to your computers hard drive through your Web browser (if you allow) that enables the sites or service providers systems to recognize your browser and capture and remember certain information

We use cookies to help us remember and process the items in your shopping cart and compile aggregate data about site traffic and site interaction so that we can offer better site experiences and tools in the future.

Do we disclose any information to outside parties?

We do not sell, trade, or otherwise transfer to outside parties your personally identifiable information. This does not include trusted third parties who assist us in operating our website, conducting our business, or servicing you, so long as those parties agree to keep this information confidential. We may also release your information when we believe release is appropriate to comply with the law, enforce our site policies, or protect ours or others rights, property, or safety. However, non-personally identifiable visitor information may be provided to other parties for marketing, advertising, or other uses.

Childrens Online Privacy Protection Act Compliance

We are in compliance with the requirements of COPPA (Childrens Online Privacy Protection Act), we do not collect any information from anyone under 13 years of age. Our website, products and services are all directed to people who are at least 13 years old or older.

Online Privacy Policy Only

This online privacy policy applies only to information collected through our website and not to information collected offline.

Your Consent

By using our site, you consent to our online privacy policy.

Changes to our Privacy Policy

If we decide to change our privacy policy, we will post those changes on this page.