FAQ

GENERAL

HOW DO I USE MY STORE CREDIT?

Store credits are held under you name at our Augustine stores. This can be used in store or over the phone/email, not online.

HOW DO I CHECK MY IN-STORE POINTS BALANCE?

Please contact one of our flagships stores and we can check this for you - - https://www.augustine.co.nz/page/store-locations.aspx

WHAT DOES OUR INSTORE LOYALTY PROGRAM INCLUDE?

Once you spend $500 instore, you will receive a $50 reward voucher for your next purchase instore. Yay!

I USUALLY SHOP INSTORE, BUT CAN’T MAKE IT IN TODAY TO MAKE A PURCHASE?

You are welcome to use our website or make an order through email/ over the phone – contact us here - - https://www.augustine.co.nz/page/store-locations.aspx

WHAT IS A STOCKIST?

We are very lucky to have amazing retailers around the country that stock our beautiful brands. This means you can shop local in your own local boutique that will stock a range of the Augustine products.

AN ITEM IS SOLD OUT ONLINE, WILL IT AVAILABLE INSTORE TO PURCHASE?

Our website reads all available stock throughout Augustine stores. If an item is sold out online, we will not have it instore. You can contact a stockist for item as they may have it in stock.

WILL I RECEIVE AN ECO BAG?

With full price orders online, you will automatically receive a complimentary eco bag per order. Please note this does not include sale items or instore purchases.

CAN I EXCHANGE SALE ITEMS?

We do not do refunds on sale items, but we are happy to exchange the item if its not quite right or provide a store credit.

HOW DOES YOUR SIZING WORK?

Augustine, Charlo, Amaya and Pretty Basic are all standard NZ sizing. Please bare in mind all garments are designed differently therefore refer to the garment fit guide beside each photo.
Stella Royal - Stella Royal does not conform to standard sizing and instead has its own sizing range as follows; 1 (14-16), 2 (16-18), 3 (18-20) & 4 (20-22).
Hey Monday – Our footwear is European sizing

ONLINE ORDERS

WHAT COURIER COMPANY DO WE USE?

Our Main courier company we use for New Zealand orders is NZ Couriers. For International orders we use FedEx and CourierPost.

HOW LONG WILL IT TAKE FOR MY ORDER TO ARRIVE?

We use an over night shipping service with NZ couriers, so your parcel should get to you quickly within 1-3 days. If your order is coming from our Noosa store, this can take up to a week to get to you. For international timelines, please contact us.

HOW DO I TRACK MY PARCEL?

You will receive a tracking number with your confirmation email. Please contact the courier provider to track your parcel. Having trouble with this? Please get in touch – customercare@augustine.co.nz

DO I GAIN LOYALTY POINTS WHEN SHOPPING ONLINE?

Normal online orders do not go towards our instore loyalty program. We are unable to add points to your instore account from orders made online.

** Except for pre order purchases. Which are manually transferred over within 5 days of making your pre order to your instore account. We have exception for pre orders as we originally did this process in store.

WHAT DO I DO IF I HAVE NOT RECEIVED MY ORDER?

Please email through tocustomercare@augustine.co.nz with your Internet order number and any details about your order. We will get back to you as soon as we can.

MY ORDER ARRIVED AND IT’S NOT CORRECT?

Please contact us as soon as you can so we can get this sorted for you. We will try our very best to get this sorted for as quick as we can. Please contact us on customercare@augustine.co.nz

I WANT TO USE MY STORE CREDIT ONLINE.

Please call or email one of our flagship stores to put your store credit on to a gift card, which you can use online and instore. Please note this is like cash, so please keep this super safe. When using the gift card online – Please enter the code into the gift card section when checking out. (This is the second option down, under coupon code) Leave the pin blank and push activate.

I HAVE FORGOTTEN MY PASSWORD

Use our "forgot password function here -https://www.augustine.co.nz/passwordrecovery.aspx. Still having trouble? Email us on customercare@augustine.co.nz

PRE ORDERS

HOW DO I MAKE A PRE ORDER?

You can make a pre order through our website under the pre order tab - https://www.augustine.co.nz/pre-order/g92.aspx

Please note your items are not safe in your cart until you have checked out successfully. On pre order night items can go super-fast so please be quick to avoid disappointment.

CAN I PREORDER WITH A STOCKIST?

You can all so pre order through a stockist which is listed next to the garment in the stockists tab. Please contact them and they will happily send you your pre order. You can all so find this list on our Facebook, in our pre order look book photo album.

A TRACKING CONFIRMATION EMAIL HAS COME THROUGH FOR MY PRE ORDER, BUT IT HASN’T BEEN DISPATCHED?

A tracking confirmation email will come through with your tracking details for your pre order. Please note this does not mean your order has been shipped. We are getting your pre order all wrapped up ready to be sent. Please take note of the excepted delivery date on the order confirmation.

WHEN WILL MY PRE ORDER ARRIVE?

Your pre order will arrive around ten days after pre order night. Please bare in mind if there are any public holidays or if you have a rural address, this may take longer.

IF AN ITEM IS SOLD OUT WITH PRE ORDERS, WILL I BE ABLE TO PICK IT UP INSTORE ON LAUNCH DAY?

If an item sells out with pre orders, it will not be instore on launch day. Remaining stock after pre orders will be instore on launch day.

CAN I PRE ORDER IN STORE OR OVER THE PHONE WITH AUGUSTINE?

All pre orders made with Augustine directly can only be processed through our website. We are unable to hold or put aside pre order stock before launch day.

CAN I CHANGE MY ADDRESS OR ORDER ON MY PRE ORDER?

We are unable to make any changes to a pre order once the order has come through. We advise you double check your information is correct before checking out.

CAN I PICK MY PRE ORDER UP INSTORE?

Yes you can totally do this, just pop in the Augustine store address in the shipping details when checking out.

MY SHIPPING CONFIRMATION ONLY INCLUDES PART OF MY ORDER?

This will mean your order is coming from separate locations. You should get another confirmation email in the next couple of days for the remaining items. If your second email confirmation doesn’t come through – please email us on customercare@augustine.co.nz

RETURNS

HOW DO I RETURN MY PRE ORDER OR INTERNET ORDER?

Please print the return form and pack up your unworn return with all the original packaging, including your invoice. https://www.augustine.co.nz/user/files/returns_form.pdf?t=1808310826.
Send your return back to our return address – Augustine returns,140 Apirana Avenue, Glen Innes,1072, Auckland, New Zealand

Please see your returns page for details on our Return policy - https://www.augustine.co.nz/page/shipping-and-returns.aspx

Please include a note if you are prearranged a return or let us know if there’s anything else we can help you out with.

WHAT SERVICE SHOULD I USE WHEN SENDING BACK MY ORDER?

Please use a track and trace service when sending your returns to us. We would hate for your parcel to go missing as Augustine does not accept responsibility for packages we do not ship ourselves.

HOW DO I ORGANIZE MY RETURN IF MY GARMENT IS FAULTY?

If you have a faulty garment, please email customercare@augustine.co.nz with details and photos of the fault and we will help you out with the next steps to take. Please make sure you include a note with your return form about the faulty garment. For faulty garments we will refund you your postage as we understand this is not your fault. Please make sure you include your postage receipt for a refund.

I HAVEN’T RECEIVED MY REFUND YET?

Please email through to customercare@augustine.co.nz. Please check your bank account first that you have used to place the order with. You will all so get an email once the refund has been processed. Please bare in mind it takes up to 5 working days for the banks to then processed the refund back into your account.

I HAVEN’T HEARD BACK ABOUT MY RETURN?

Please note we try our very hardest to get to your return as fast as possible. We will email you with updates about your return. Need to get in touch now? Please email customercare@augustine.co.nz

AM I ABLE TO RETURN MY ONLINE ORDER INSTORE?

Yes, you can, our amazing team will get all the paper work sorted for you instore and send the details off to head office for you. Please note you will not be refunded in store, Online refunds are processed at head office.


If you have any questions for us which is not listed above, please send us an email at customercare@augustine.co.nz

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