FAQs

What Does Pre-order mean?

On Games Workshop branded items, we have this category set to allow you to place orders for items that are out of stock. These will show as having a status of "Pre-Order" on the items website listing page. We will need to order these items in for you. If GW (NZ) are out of stock then we wont be able to order it, so check their website too!

How long will such Pre-orders take to arrive?

Main stock GW 'Trade' range items are ordered on Wednesdays and usually arrive following Thursday... 'Web Direct' range (those items marked with a white arrow head in a maroon circle on GW web-listing) we can order at any time, BUT they have a very varied delivery time, which is somewhere between 7-42 days approx., depending whether item(s) is shipped from Australia or the UK (we cant tell which when the order is placed).

Why have I been invoiced for Additional Shipping costs?

There are typically two reason for this...

If you proceed through checkout without choosing a shipping option, the checkout procedure will default to the cheapest option: a small trackbag. If your order will fit in this, you are fine, otherwise we will have to invoice you for the extra due.

Or, you have chosen a shipping option, which could be wrong for a number of reasons...typically wrong size parcel, but sometimes people manage to pick wrong delivery zone or even wrong island. In all cases we'll have to invoice you the extra due.

If you pick the wrong shipping option and have paid too much, we'll refund the difference and get your parcel sent immediately.

Can you order in ForgeWorld items?

NO. Despite GW and Forgeworld clearly being linked in the products they sell, ForgeWorld is an independent company and they do not support Trade accounts in anyway, so we are unable to order from them.

Can I add Notes to an order I send to you?

Yes, in your Cart view page there is a facility to add notes called "Special Instructions". This is particularly useful to use if we still owe you something from a prior order... putting a reminder note on the order is very helpful :)

Can I make an addition to an order?

Yes, if your order has not as yet been marked as Fulfilled, and a tracking number provided, that shows its now been picked up, and is with courier, ... place a new order for the extra items you need, but select 'pick up from store' - so you don't pay twice for shipping, and at check out, add a note to tell us to merge with your prior order. Add a note in your Cart Page under "Special Instructions", to tell us which order to add this to. Please also call the store on 04 2988882, just to make sure we don't send out the initial order, before we see the new one! Don't rely on email to do this, as we cant keep up with checking emails every day!

Can I make changes to an order?

Yes, if your order has NOT as yet been marked as Fulfilled, (and a tracking number provided, that shows its now been picked up, and is with courier), ..call the store on 04 2988882.

Can I cancel an order?

If the order is for items we already had in stock then yes, call the store on 04 2988882 before the order has shipped and we will process a refund for you. Do not email, as we do not have the time to check emails on a regular basis and the request will most likely be missed before we ship the order!

However, orders placed for items we have specifically had to order into stock for you, can NOT be cancelled. We hope you understand this condition, as we can't be certain to sell these on to another customer, nor be able to return to supplier for a credit.

Can I return an order?

If your order was for normally stocked items at the store, and the item(s) have not been opened / used, then so long as you return them to us and they are received here in re-saleable condition, then yes we will refund your order, if returned within 30 days of date shipped to you.

Where's my order?

Many things may delay an order being shipped out. The most usual cause is the wrong shipping charge being selected by the customer on check out. On these instances we will email out an amended invoice to collect the due amount, and text out an advisory. The problem with emails is they often go into junk or spam folders and the recipient is oblivious they have been sent an email. This is why we follow up with an text, so PLEASE make sure you add your cell number to your contact details on the order.

Orders can also be delayed if we had to order something in to complete the order, whether this was a pre-order item , or that when we went to pick the stock for the order, we had none left. In these cases we will typically email you again to let you know what happening.

So, if your order seems to be delayed - check your email including junk and spam folders. If nothing there, drop us a line and well let you know what's going on.

My Discount code doesn't appear to be working?

This can be a a problem if you have logged in to the website, using a different email to the first time you entered... eg a domestic email address and a work email address. The Shopify platform creates customer identities based on email entered... so if you have entered a second email, then you will have created another account. There is not a facility within Shopify to merge such accounts. Vouchers issued are specific to the account used that generated them from a purchase... so you will need to use the same email again to redeem them online. So if your discount code is not working its worth trying your 'other' email log in.

Please note for a discount code to work it must be redeemed against an order that exceeds their value, and does not include the shipping cost. For example: you can't use a $10 voucher to pay for a $5 sale. Nor can you use a $10 voucher against a sale of $11 where the shipping value of that amount is $3. Hope that makes sense!

If you are still having difficulties with a voucher, drop us a line.

Can I use multiple discount codes at once?

Sadly NO... if you have multiple discounts codes still to use or a prezzy card plus discount codes to use... then best thing to do is, place one order per voucher code to use, pay shipping as required on first order, (enough to cover all orders), and select pick up from store on subsequent order(s) so you don't pay shipping again, and on the subsequent order, add a note in the shopping cart view under "special instructions" , to "add this order to order XXXX" , where XXXX is the first order number.

Do we deliver Internationally?

Yes we do. We have set such order to have nominal charge of NZ$50 shipping at checkout. We will then get your order reader, measure and weight the parcel and send you shipping quotes. When you have made your choive we will refund or charge extra as required for the shipping cost. Or you can choose to cancel the order for a full refund.

Can you Ship Dangerous Goods?

Sadly NO sorry.

Can you Price Match?

Yes, we will endeavor to match any NZ based suppliers delivered price for a new item, assuming they have it in stock.

Just drop us a line with a request, and what price you've seen and where (or give us a link) and we'll see what we can do for you.

Any prices matched this way, cannot also qualify for our Loyalty scheme points too!

Do you offer AFTERPAY in store?

The shop tills are not configured for Afterpay. However, if you place your order online and select pick up from store, that will work for you. If you wish to browse in store first, then do so and once you have made your selection, then do a online order via your phone, again selecting pick up from store. Once the order comes through online to us, we'll process at the till for our stock control and loyalty points, and then you're good to go.

What Courier firm do you use, and what other Courier options are there?

We use NZ Post for our regular mail items, this typical takes 2-3 business days to arrive. Deliveries to South Island may take longer, as will Rural addresses.

We can also offer you a more rapid service via Courier Post. This is a targeted 'Overnight' Service , but that is not a guarantee. Its also does not include Saturday delivery, unless you specifically select the Saturday option. The service level is broken down into 5 zones, determined by distance from us in an ever widening circle radius:

Zone 1 Local: Kapiti Coast : Paraparaumu to Otaki (overnight 1 business day)

Zone 2 Local Towns : The Lower North Island up to Bulls / Feilding / Palmerston North (overnight 1 business day)

Zone 3 One Sector: Wanganui / Marton / Hunterville / Dannevirke (overnight 1 business day)

Zone 4 Two Sectors: The Upper North Island down to Waverley / Mangaweka / Waipukurau (overnight 1 business day)

Zone 5 Island to Island: The South Island (overnight 1 business day)

Zone 5E Island to island Economy Courier Service (overnight 1-3 business days)

There are options for Rural Delivery too taking 1-3 business days, and also the option of Saturday Delivery.

The Courier has lost, wrongly delivered or damaged my parcel, what should I do?

Contact the courier first and see what has happened. If a claim needs to be made we will most likely have to lodge it so let us know the details and we will sort it for you as quickly as we can. Not these issues can take some time to process, as the courier invariable has to make an investigation, whether this is to be a refund or sending a replacement item(s). Once we have compensation secured from the carrier will either reship your order or offer you a refund, whichever you prefer.