Frequently Asked Questions
USING OUR WEBSITE
I know what I want, how do I find a product quickly?
You can use our search bar by typing key words, the name of the product or even the product code (SKU). As soon as you enter more than 3 letters you will start seing a few relevant results. If you hit the enter key after you entered the search term, you will land on the search results page that shows all relevant products.
Does your website have wish-lists or shopping lists?
Yes. Once logged in you can create shopping lists by going to "My account" then click "Shopping List" to create your first list. From here you can create new lists or view/edit existing lists. Once you have created your list, you may browse for products and add them to the respective list for future reference.
Are your product reviews from real people?
Absolutelty, all reviews you can see on our website come from real people that previously bought from us or have used our products beforehand. We promise there are no fake reviews here and you can trust what other shoppers are saying.
PRODUCT AVAILABILITY AND BACKORDERS
The product I would like to buy is out of stock. Can I still buy it?
We like things to be transparent and therefore do not offer the option to buy products that we don't physically stock. This prevents disappointment and frustration. However you may sign up with your email to get a notification once a product is back in stock.
If you are currently logged in, simply go to the products detail page then click the button "Notify me when available". If you are visting as a guest or are not logged in, please provide your email address then click the button to get notified once a product is back in stock.
I am looking for a product that I can't find on your website.
We are always extending our range and are trying to source more environmentally friendly products that fit our eco-ethics.
You might know of products that we are not aware of and we encourage you to let us know about them. Simply get in touch and let us know what they are and we'll try to add them to our website.
ORDERS & PAYMENTS
Which payment methods to you accept?
You can pay for your order by:
- Credit Card. Your payment is securely processed offsite by eWay - We don't store any of your card details on our site.
- Poli Payments. This is like bank transfers in real time and requires you to log into your own bank account during checkout
- Shop with HUMM. Buy now pay later. Click here to find out how it works.
- PayPal. Can securely process your Credit Card details or you may quickly check out if you already have an existing PayPal account (not required).
Can I change my order after it's been placed and paid for?
Sorry, in general this is not possible. However if you used Credit Card payments through eWay and you call us and ask very nicely, we might be able to amend your order :)
Where can I view my previous orders?
If you registered an account with us, you find your previous orders under "My Account" then "Order history and details". Click "Details" to see items contained in your order (you might have to scroll down to see this).
SHIPPING & DELIVERY
When will you dispatch my order?
We aim to dispatch your order the next business day.
How long until I will receive my order?
We make every effort to get your order out as quickly as possible. We use different couriers, depending on where you live. Usually it takes a day or two but please allow up to 4 working days for delivery of your goods within New Zealand.
How much does delivery cost?
Our delivery costs are calculated during checkout depending on where you live. We try to be as fair and transparent as possible with shipping costs and only pass on what we get charged by our couriers.
FREE SHIPPING for all orders over $100 (only within New Zealand and excludes rural addresses)!
Within the local Tauranga Area: $4.90
Rest of the North Island: $7.90
South Island: $9.90
A surcharge of $4.90 applies for all rural deliveries and Waiheke Island (on all orders with a rural delivery address).
A surcharge for very large items (Bokashi Systems, Bulk Boxes of Toilet Paper) applies regardless of free shipping amount: add an extra $5 per large item
Do you offer pick-ups?
Yes. You may select "Contactless Pick up (in Tauranga)" in the checkout process. But please contact us prior so we can let you know when and where your order is ready to be picked up.
RETURNS AND REFUNDS
I have received the wrong product(s), now what?
In the unlikely event (we are all human who occasionally make mistakes) we have sent you the wrong product(s), you may return them by visiting our returns and refunds page where everything is explained in detail.
I accidentally ordered the wrong product / size / colour. Now what?
If you ordered the wrong product or you ordered a product in the wrong size/colour by mistake, you may return it by visiting our returns and refunds page where everything is explained in detail.
Who will pay for shipping of return items?
This depends on where the mistake happened:
- If you ordered the wrong product or you ordered a product in the wrong size/colour by mistake it is up to you to cover the shipping costs to return the item(s) to us.
- For all other cases, we will cover shipping costs and we will email you a return label.
REGISTRATION, LOGIN, ACCOUNT
How do I change or update my address?
First you need to log in then go to "My Account" by clicking on your name (top right). From here, click on "My addresses" to manage your delivery and/or invoice address.
Can I have more than one delivery address on my account?
Yes. You can have more than one delivery address if needed, but make sure you choose the correct one in the checkout process.
Where can I change my password?
Go to the "My account" page, then click on "My personal information" From there, tick the box "I want to change my password".
You will then be prompted to enter your existing (current) password and enter a new one. Make sure you choose a password that is secure, hard to guess and yet easy for you to remember.
What happens if I forgot my password?
If you have completely forgotten your password, you can request it to be reset. To do so, click "Login" top right corner then click "Forgot your password?" You will then be prompted to enter the email address you used to sign up with us then click the "retrieve password" button.
This will then send an email to the provided email with a confirmation link. Once you click that link, a new temporary password will be generated and you will receive another email containing your new password.
You may then change your password to something else, as described in the article above.
Where can I update my personal details (name, email subscription)?
Login to your account, then click "My account". Now go to "My personal information" from where you can change your name and choose if you would like to subscribe to our newsletter.
LOYALTY AND REWARD POINTS
What are loyalty points and how do I get them?
We have set up a reward points system to appreciate returning customers. For every dollar you spend on our website, you will earn 1 loyalty point*.
The more you buy the more points you earn. You may collect your points and save them up or use them straight away on your next purchase.
*(Points are given based on the product price inclusive of GST, no points are awarded for Gift Vouchers, points are valid for 1 year after a purchase).
More details can be found by clicking here.
What are Product Reviews Rewards and how do I get them?
You may earn rewards by submitting reviews of your purchased products. After approval we will send you a NZ$1 voucher for each submitted review.
This voucher code can then be used on your next purchase (valid for 90 days after your review has been approved).