Customer Service

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


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 or Afterpay - which is different to our own 'Standard Online Lay-by' payment service - see more info about our Online Layby options here)

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 these time frames do not include 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.


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


Laybuy and Afterpay are two different brands of external finance providers that let you receive your purchase now and spread the total cost over equal interest-free automatic payments. Neat huh?!
Essentially, Laybuy / Afterpay make full payment to us, on your behalf, on the day you place your order. We then ship out your order immediately!

Only a fraction of the order total is due when you place your order and the rest is split over equal automatic payments. You then continue to make equal, interest-free payments to them directly until your order is paid off. Either 6 x weekly (Laybuy) or 4 x fortnightly payments (Afterpay).

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

Please note, items purchased using Laybuy/ Afterpay 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 and AFTERPAY payment options


For customers who prefer not to register with an external 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.


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. 

Please note that estimated delivery time does not include weekends or public holidays. We will contact you via email if there is an issue with your order or we require additional information.

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

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.


Click HERE for information regarding our Returns/ Exchanges policy


Click HERE for our full store policies, terms and conditions


Trouble & Fox
ph: +64 3 548 4303

Or chat with us online via our chat window below, Facebook or Instagram!

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