COVID-19 Update

Hello to all our amazing customers!


We hope you're all keeping well and in good spirits through these uncertain times. Here's some info about how we'll be operating in relation to COVID-19.


UPDATE 6th Sept 2020: NZ Alert Level 2

New Zealand is currently at Covid-19 Alert Level 2. Here is an overview of how we'll be operating during this time.


Physical Stores

Both our stores are OPEN, yay! 🎉

At Alert Level 2 we are playing it safe in store and following Government guidelines:

  • Physical distancing - keeping 1-2m between staff & customers
  • Contact tracing - check-in via NZ COVID Tracer App QR code or sign-in sheet
  • Regularly sanitising shared surfaces
  • Frequent hand washing & hand sanitiser stations
  • Single-use face scarves in fitting rooms
  • We can still offer contactless options such as Click & Collect and emailed receipts to avoid contact if you'd prefer.

Our updated winter opening hours can be viewed here


Online Store & Shipping


Our online store is fully OPEN 🙌
At Alert Level 2 there are no restrictions around shipping and we are able to courier all orders. However, please note that there may still be some delays due to increased online shopping habits and the higher volume of parcels. 

International deliveries may be experiencing more significant issues with delays depending on your region, please read important info below regarding our international shipping policies at this time.

We can also offer a contactless Click & Collect service for local customers if preferred (see more info below). 

We'll keep you updated if there are any issues that we're aware of 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 here to help with any questions!

New Zealand Orders:

All orders will be packed safely and dispatched for delivery with Post Haste Couriers. We are aiming to pack & send all orders within 24-48 hours (excluding weekends and public holidays). Our shipping rates and usual info can be viewed further below.

Please note that there may be some delays due to increased online shopping habits and the higher volume of parcels. If your order is taking longer than expected to arrive, the quickest way to follow up is to contact Post Haste directly and quote your tracking number. Alternatively, get in touch with us and we will be happy to assist.

Australia & International Orders:

The effects of COVID-19 are being felt globally with different countries enforcing various levels of border control and many regions experiencing delays in their postal networks.

At NZ Alert Level 2 we are able to dispatch orders internationally from our end, but please check restrictions and the situation in your own region before placing your order.

If you choose to place an order to be sent internationally, it is essentially "at your own risk" and we will not be held responsible for any ongoing delays, issues with delivery, or any further costs associated with recovering or resending your order. If your order is deemed "lost" we will also not be able to process any refunds or credits until the item is returned to us or our costs are recovered from the postal company.

Once your order has left New Zealand you should be able to track the shipment in more detail by entering the tracking number into your country's own postal service website (eg. If you are sending to Australia, enter your tracking number online at Australia Post)

If your order is taking longer than expected to arrive, the quickest way to follow up is to contact the courier directly (either NZ Post if still in NZ, or your local provider) and quote your tracking number. Alternatively, get in touch with us and we will be do our best to assist. 

Contactless Click & Collect for Local Customers:

We can also offer a contactless Click & Collect service for our local customers, with the option to pick up your order for FREE from our Nelson stores. To use this service, please follow instructions below:

1. Place your order online and select "Click & Collect" from the shipping options at checkout. You will receive an automatic order confirmation email when you place your order.

2. Please wait for a second confirmation email from our team to let you know that your order is packed and ready for pick up. 

3. Once your order is ready, you may come to the store to collect. If you would prefer the process to be fully contactless please phone ahead on 03 548 4303 to let us know. Otherwise just pop in store and see our team and we can grab your order for you!

Our usual Shipping Policy can be viewed here


Returns/ Exchanges

At Alert Level 2 our usual returns policy applies. Please DO NOT send anything back without making contact with us first. Email hello@troubleandfox.co.nz within 7 days of receiving your order and we will advise next steps.

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 has been a difficult time for all of us. We realise there may be delays with couriers, 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

Cashflow a little tight in this Covid-19 world? We feel ya! 😅 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


Finally...


2020 marks some big milestones for us. Its been 10 years since we opened Trouble & Fox way back in 2010, and on April 16th we welcomed our second baby into the world!

We love our community and what we do and can't thank our customers, friends and family enough for their continued support over the last decade, particularly throughout these uncertain times.

Shop local, be kind, stay safe!

Kia Kaha 🖤

Craig, Liberty & The Team xx