CLICK & COLLECT ORDER UPDATE: 

 You can now place click & collect orders and get contactless pickups at most of our stores. 
 
 Pick up:
If you’ve been notified that your click & collect order is ready for pickup, Please bring your order number and a valid ID. Under Alert Level 2, pickups will now be from inside the store. 

 Cancel your order: If you would like to cancel your click & collect order, please contact us via email or phone 09 525 2095
 
 Important Note:
To comply with government safety guidelines, you must wait until you receive an email stating your order is ready for collection before visiting us at a click & collect location. 

FREQUENTLY ASKED QUESTIONS

Stores & Services

Are Our Stores Open?

Yes, All of our store branches are open from Thursday 14 May.

Our store staff  have been working hard to prepare our stores to be safe for everyone.
Please refer to our store trading hours section to view trading hours. Click Here

Are There Any Changes To Store Operating Hours

Yes, Most stores will be running to normal trading hours, however there are some reduction to trading hours for specific stores.

Please refer to our store trading hours section to view trading hours. Click Here

Safety

Staff Health & Safety Measures

This is how our dispatching / store staff are staying safe:

  •  Regular washing of hands, including before and after each break
  •  Regular sanitizing of hands
  •  Social distancing with a minimum 2-metre separation
  •  Use of Personal Protective Equipment (PPE) for packers and drivers
  •  All work areas cleaned and surfaces sanitized

Stores offering Click & Collect will:

  • Practice safe distancing at Click & Collect touch points.
    We will also have barriers, and other equipment to ensure social distancing
  •  Ensure surfaces are wiped down each time a transaction has been completed
     Provide wipes and a disposal bin for wipes used by customers and team members
What distancing precautions are in place in-store?

In order to maintain social distancing, we’re limiting the number of customers that enter the store if numbers reach high capacity.
In most stores, a safe distance of 2 metres is required, both inside the stores and in queues outside.
In some stores, we’re using contact tracing which means you can shop within a 1-metre distance of other customers or team members.
In case we’re unable to maintain this distance, our team members will use appropriate PPE.

Will I Need To Queue To Enter The Store

You will only have to queue if the number of people in a store at any time is above the permissible limit.
This limit is different for each store based on its size and will be strictly monitored by a staff members at the store entrance. When the limit is reached, you will be admitted on a one-out one-in basis and therefore might have to join a queue. Please maintain a safe distance of 2 metres while doing so.

What Hygiene Practices Are You Using In Stores

Our stores are open in line with government guidelines for Alert Level 2 and our staff members are following safe distancing and hygiene protocols in line with these guidelines.

Besides regular wiping down and cleaning, there are available hand sanitiser stations in stores that you can use.

How do I know trolleys are clean?

We clean all high contact surfaces like trolleys regularly, however if you wish to do it yourself, we can provide you with paper towels and disinfectant spray.

Payments

What Payment Types Can I Use?

We currently accept payment methods including: 

  • Visa 
  • MasterCard 

You can also pay through online shopping with these methods: (Note: Minimum of spending $15 for store pick up and collect)

  • PayPal
  • Internet banking

Delivery, Pickup & Returns

Are Your Deliveries Contactless?

We’re shipping with safety guidelines always.
All our courier service deliveries are contactless and will be left at your door or designated spot.

When Will I Get My Order?

Our team will try to get your order to you as quickly as we can.
Due to unusually high demand, we are currently experiencing delivery delays.
Please be kind and patient as our staff are working hard to get your orders out on time.

If you’re a registered user, you can track your order on the accounts orders page .

We can’t guarantee your Click & Collect order will arrive quicker than a home delivery order. If you place an order for Click & Collect, our store staff notify you once your order is ready for collection.

Note: To comply with government safety guidelines, you must wait until you receive an email stating your order is ready for collection before visiting us at a Click & Collect location.

Can I Order Over The Phone?

Currently we cannot accept over the phone payments therefore no.
However if you require any assistant with products or a online order please feel free to contact us by our contact us email or on our online number: 09 525 2095

Can I Cancel My Order, Exchange Products

If you would like to cancel your order, please contact us via email or give us a direct call providing us your order number.
Once the order has been processed, please expect from 2-3 working days for your money to be returned from card that was purchased.

Product exchange is available at alert level 2 following the health and safety guidelines.
However some products will not be accept for a exchange or refund such as party costumes etc due to hygienic practice. 

I haven’t been notified that my order is ready yet. Why is it taking so long?

We’re apologize for any delays due to increased online demand and courier delays so please be patient.
An email will be sent out once your order is ready and on the way, if set for collect and collect a store staff will contact you once its ready for pick up. 

If you’re a registered user, you can track your order on the accounts section.

Refunds on products purchased

‍We will accept return of goods only if in original saleable condition.

All claims of order shortages, damaged items, or defective products must be reported to Look Sharp Store Online Department (not retail stores) should be made within 3 days of delivery receipt.

The shipping for product return needs to be made on your costs (View our Store Locator for our Head-Office return address) and returned products should be received by Look Sharp Store within 7 days from your receiving goods.

If the returned products are considered not saleable, we may reject your refund request. However, if return was caused by faulty products or our errors, we will refund in the same method of payment you used for purchase within 7 days of receiving your return. If you are claiming for replacement or refund for incorrectly delivered or faulty items, you must first return them by post which will be from your own cost with the receipt or invoice of returning goods.

If you’d like to exchange the product you’ve purchased online for a different size or colour, you can do so by contacting us back by email or calling us directly.

Please be aware that we have the right to decline exchanges if the item is not returned in its original, unworn condition with all original packaging / labels attached or is returned outside of the 7 day period or without proof of purchase. Due to hygiene reasons we are unable to accept exchanges on costumes, onesies, specific accessories.
We will, of course, always meet our obligations under the Consumer Guarantees Act.

We’ll always do our best to ensure that you receive the item that you have requested in your exchange. However, if the size or colour that you have requested is not available, a refund will be issued to your original method of payment and we will make contact with you.

Reorders
If you would like to change any item purchased online for a different style please contact us & send the original item(s) back as a return and place a new order online. *please note returns will not be covered by us and will be from your own cost*


Important Information

We’ll do our upmost to ensure your exchange/return is handled quickly, but it’s important that you follow the instructions above so that there are no delays in processing your exchange/return. Please note that we can’t accept responsibility if the item is lost in transit while you are returning the goods back to us.
We recommend that you use a postage service that provides tracking and delivery to the door. Please contact us if you have any other questions regarding delivery, exchanges and returns on

Info@looksharpstore.co.nz or 09 525 2095. Our contact hours are Monday to Friday from 9am to 5pm.

Other

I'm still confused, is there someone I can talk to?

If you are still unsure please contact us on 09 525 2095 Monday – Friday 10am-4pm, Weekends or send us a email regarding the inquiries under our contact us page.