Customer Service

Thanks so much for shopping with us! Here's some more info about our order process...


ORDERS & PAYMENTS

Orders will not be dispatched until payment has been received in full and we are satisfied with the integrity of the order.  

(Note: Full payment is required first, unless payment has been arranged via 'LAYBUY' - which is different to our own 'Standard Online Lay-by' payment service and requires the customer to register first at Laybuy.com or during checkout).

When we receive your order we’ll send you a confirmation email of your purchase.
This will contain an order number, details of the items and their cost.

If you have selected 'Bank Deposit' or 'Standard Online Lay-by' as your payment method you will receive our bank account details upon completing checkout.  
Bank Deposit and Standard Online Lay-by are available to New Zealand customers only. 
Contact us if you are an International customer and wish to arrange an alternative.

As soon as we receive full payment we will aim to process & ship your order within 24 - 48 hours. Please note we do not send out orders on Weekends or Public Holidays.
A shipping confirmation email will be automatically sent to you once your order has been packed and is ready to go. This email will confirm your delivery address and will contain your tracking link. Please allow some time for the tracking details to update correctly.

Orders will be held for a max. of 2 business days. If payment or contact is not made within this time then your order may be cancelled and items will be released back into stock.


OUR BANK ACCOUNT DETAILS

Bank: ASB
Account name: Trouble & Fox
Account number: 12-3165-0333376-00
Reference: Your order number eg. #1234

LAYBUY 

Laybuy is a fancy new external platform that lets you receive your purchase now and spread the total cost over 6 interest-free weekly automatic payments. Neat huh?!
Essentially, Laybuy makes full payment to us, on your behalf, on the day you place your order. We then ship out your order immediately!
You then continue to make equal, interest-free weekly payments to Laybuy directly until your order is paid off. 
Only a sixth of the order total is due when you place your order and the rest is split over 5 equal weekly automatic payments.

Registration and a quick credit check with Laybuy is required first - this can be done at checkout while completing your order, or by signing up at Laybuy.com. Full terms & conditions can be viewed on their website.

Please note, items purchased using Laybuy cannot be returned for a refund but can be returned for an exchange or an online credit.. Please do not send anything back to us without making contact first.

Click here to view more info about the LAYBUY payment option

STANDARD ONLINE LAYBY 

For customers who prefer not to register with the Laybuy.com platform, we still offer our traditional layby service to help you split up the payment of your order over a maximum of 4 weeks. We hold your items aside and will only ship to you once the order has been paid off in full.

- Place your order online and select 'Standard Online Layby' at the checkout
- To secure your item, a minimum non-refundable 20% deposit must be paid within 48 hours via bank deposit or credit card over the phone.
- Contact us to advise that your deposit has been paid.
- We will email you a receipt with your deposit applied and updated balance remaining
- You continue to make regular payments over a maximum of 4 weeks until the order is paid in full. Notify us when you make each payment so we can look out for it in our account.
- Once payment has been received in full we will ship your order and email you a shipping confirmation.

Terms: Items will only be held for 48 hours pending payment of deposit. If no deposit is received the order will be cancelled and items released back into stock.
Max of 4 weeks to complete full payment. No refunds on layby items. No exchanges or returns are permitted after 7 days of the layby commencing.


SHIPPING

Once payment has been received in full, we will aim to dispatch your item within 24 - 48 hours and email you a Shipping Confirmation with tracking details.
You can track your item from your email shipping confirmation, or by using the links to our courier providers (click link above). Estimated delivery times are to be used as a guide only and commence from the date of dispatch. Orders are processed pending availability and credit verification. 

Orders placed on Friday after 2 PM NZ/Auckland time will begin processing on the following Monday. Please note that estimated delivery time does not include Sundays or Public Holidays. We will contact you via email if the item you have selected is currently unavailable or if we require additional information for credit verification. 

Click here to view our full shipping info, courier providers and delivery targets

Chrissy Shipping
Please place your order by the following dates to ensure delivery by Christmas.

International - 7th December
Aus - 12th December
NZ - 18th December
  

International Customers
Please note that any taxes, duties, and other incoming customs fees are responsibility of the receiver.
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)

Help! Where's my order?
If your order is taking longer than expected to arrive, the quickest way to follow up is to contact the courier directly and quote your tracking number. Alternatively, get in touch with us and we will be happy to assist. See more info on courier providers at the link above.


RETURNS/ EXCHANGES

Click HERE for information regarding our Returns/ Exchanges policy


TERMS & CONDITIONS

Click HERE for our full store policies, terms and conditions


QUESTIONS? GET IN TOUCH :-)

Trouble & Fox (womenswear enquiries)
e: hello@troubleandfox.co.nz 
ph: +64 3 548 4303

Sidecar Menswear (menswear enquiries)
e: hey@sidecarmenswear.co.nz
ph: +64 3 546 9973

Thanks so much for shopping with us - we hope you love your new goodies!

Trouble & Fox Boutique | Sidecar Menswear