COVID-19 Update

Hello to all our amazing customers!


We hope you're all keeping well and in good spirits while we all navigate through this uncharted territory. Here's some info about how we'll be operating over the next few weeks while New Zealand is in lockdown at COVID-19 Alert Level 4.


Current Promotions

15% OFF LOCKDOWN DEAL

Cabin fever is setting in...so we're offering 15% off almost everything!

Have a browse through our collections, any product showing the 15% OFF badge is included (with an extra 15% off sale items too!)

Any product also showing the little E   badge is an essential item and is able to be dispatched during the lockdown period. Anything without the badge is considered a non-essential item and will be held for shipping until Jacinda gives us the OK!👌

No code required, the discount will be automatically applied at the checkout.
Exclusions apply on Veja footwear.

For full terms and returns info about our Lockdown Deal see here


Essential Items

We are now registered with the MBIE to ship out a range of winter essential items during the lockdown period, adhering to strict safety guidelines and contactless courier delivery.

Any product also showing the little badge is an essential item and is able to be dispatched during the lockdown period.

Anything without the badge is considered a non-essential item and will be held for shipping until after restrictions have been lifted and the government advises us it is safe to do so. 

If you have already have a pending order with us and the items are in the Essential category your orders will be dispatched this week and a shipping confirmation will be emailed once its on the way.

Please note, in order to comply with safety guidelines we will only have one single staff member processing orders twice a week as oppose to every day, so shipping may take a little longer than our usual timeframes.

Our Essential Items can be shopped here


Online Store & Shipping

Our online store is still OPEN and accepting all orders.
With Level 4 Restrictions currently in place we are operating at a more limited capacity and we really appreciate your patience during this time 😅

We'll keep you updated if there are any issues or extended delays and you will receive a shipping confirmation email as soon as your order is on the way.

If you would like to make any changes to your order or delivery method, please get in touch at hello@troubleandfox.co.nz. We are still available and here to help with any questions!

NZ Orders:

Essential items will be packed safely adhering to strict guidelines, and dispatched via contactless delivery with Post Haste Couriers.

Please note, in order to comply with safety guidelines we will only have one single staff member processing orders twice a week as oppose to every day, so shipping may take a little longer than our usual timeframes.

All non-essential items will be held and shipped as soon as we have been cleared to do so. We anticipate there will be a backlog of orders for us to clear after the restrictions have been lifted, so we appreciate you bearing with us while we catch up!

Local (Nelson) Orders and In Store Pick ups:

We are currently unable to allow any in store pick ups until the lockdown period has been lifted. We can either hold items for collection after lockdown, or send out now via courier providing it is an essential item. Any non-essential items will be held for pick up or delivery after lockdown.

Please select your preferred shipment method as normal from the options offered at checkout.

We offer FREE shipping for NZ orders over $99 (non-rural) and FREE in store pick up (once we're back at full speed!)


Australia & International Orders:

The effects of COVID-19 are being felt globally with different countries enforcing various levels of border control. To prevent any serious issues with delivery we have currently suspended the dispatch of all international orders until the NZ Level 4 Restrictions have been lifted. Any international orders received will be held and shipped until we can do so safely and without risk of ongoing delays.

Our Shipping Info can be viewed here


Returns/ Exchanges

***SPECIAL TERMS FOR LOCKDOWN DEAL***

We are currently unable to receive deliveries or returns during the lockdown period so if you have anything to return please DO NOT send anything back to us just yet. Make contact with us first via email at hello@troubleandfox.co.nz and we will advise next steps.

For orders placed during the lockdown period, our usual returns policies will apply unless otherwise specified (we may offer slightly different terms for certain promotions so check in here for updated info). However our usual 7 day returns period will begin only after we are open and able to receive deliveries again.

As normal, any items to be returned must be in brand new, unworn condition with original tags and packaging in tact, so please keep it held in a safe place until we are able to process.

We appreciate your patience and understand that this is a difficult time for all of us. We realise there may be delays with couriers after lockdown, so we will of course be as flexible as we can with our timeframes within reason. If you have any questions, please reach out by messaging us on Facebook, Instagram, our website Chat or emailing hello@troubleandfox.co.nz

Our usual Returns Policy can be viewed here


Payments

Don't worry about shelling out for it all now, we've got several options available to help split up the payment of orders.

Our Online Layby info can be viewed here


Physical Stores

Our two Nelson stores are temporarily closed until we have been given clearance to reopen. We miss you all and can't wait to see your faces in store again soon!


Finally...


2020 marks some big milestones for us. Its been 10 years since we opened Trouble & Fox way back in 2010, and in mid-April we are due to welcome our second baby!

We can't thank you enough for your continued support over the last decade, and particularly throughout these uncertain times. Every order we receive means so much to us and goes a long way towards our little family business staying afloat over the weeks and months to come.

We've also been blown away and so humbled by all the heartwarming messages coming through from our friends, family and customers. We're really feeling the love! We love our community and our livelihood and look forward to bouncing back on the other side of all this.

Shop local, be kind, stay safe and most importantly stay home!

Kia Kaha 🖤

Craig, Liberty & The Team xx