FAQ

Loyalty Points

WHAT IS THE WIDGET ON THE BOTTOM LEFT CORNER?
This is our way of showing our appreciation to all our loyal shoppers! You'll earn points for all activities on our site, like referring a friend to the website or making purchases (in store and online) . Once you reach 500 points you can redeem those points for a $50 voucher! You can also redeem your vouchers directly online or in store if you want to.
HOW DO I EARN POINTS?
To see all the ways you can earn points click on your points balance on the bottom left corner of the screen and click the *Earn Points* tab You can earn points by: - Making a purchase in store OR online: $1 = 1 point earned - Leaving a review on a product page online: 30 points (please note: this is restricted to only x2 reviews per month & you must use the same email you use for your online account for the points to be applied) - Referring a friend: refer a friend and they get $10 off their very first purchase online with us, if they end up purchasing you get awarded 250 points! Please note: their $10 off code will only work if it is the very first time they have ordered online. This is for online orders only, it does not apply to in-store orders. - creating a new account online = 10 points (this is for newbies who have never been to our website before and created an account) - following us on Instagram = 10 points (please note: points can only be earned once, you cannot unfollow and follow again to keep redeeming points) - liking us on Facebook = 10 points (please note: points can only be earned once, you cannot unlike and like again to keep redeeming points) - Signing up to our newsletter = 10 points (please note: can only be earned once, you cannot unsubscribe and resubscribe again to keep redeeming points)
WHO CAN JOIN?
Anyone with an online account is automatically enrolled into our loyalty program and can start gaining points.
WHERE ARE MY PREVIOUSLY EARNED POINTS?
Any previous points that you have earned have all been carried over to your online account so you now have easy access to all your points. This would’ve been accumulated from all your past in store sales as well as any pre orders. If you don’t have an online account, don’t worry your points are not lost. You will just need to sign up online and email customercare@augustine.co.nz with your email you used to sign up so we can add your previous points under the correct account.
HOW DO I VIEW MY POINTS BALANCE?
When going to ‘My Account’ section or clicking the widget in the bottom left corner of the website, you can see your points balance.
HOW DO I REDEEM MY POINTS?
Click on your points balance on the bottom left hand corner and select the tab called *Redeem Points*. Here you’ll see all the rewards we offer. If you have enough points, you can redeem them for a reward. You can also redeem your points in store by providing your email address.
WHY CAN'T I USE THE REMAINDER OF MY DISCOUNT CODE?
Discount codes can only be used once, any balance remaining will be unredeemable for future purchases. So please choose your voucher values carefully when redeeming your points. You can choose between $50, $100, $150 and $200 discount codes.
IS THERE A LIMIT TO THE NUMBER OF POINTS I CAN EARN?
No. Go ahead and earn as many as you can!
WHAT DO 'APPROVED', 'PENDING' AND 'CANCELLED' STATUSES MEAN?
**Approved:** These points can be redeemed on rewards immediately **Pending:** If you have gained points by purchasing or through the friend referral system, we have a compulsory 14-day pending period. After this period your points will change to ‘approved’ and only then can you use these points to redeem a reward. **Cancelled:** These points will not be added to your account. For example, this will happen if you cancel or return a purchase (the points will change from pending to cancelled)
WHY IS THERE A 14 DAY PENDING PERIOD FOR ONLINE/ IN STORE PURCHASES AND FRIEND REFERRAL POINTS?
This is to tie in with our returns policy so no short cuts are taken to claim a reward.
WHAT HAPPENS IF A FRIEND I REFER CANCELS OR RETURNS THEIR ORDER?
Your pending points will become cancelled and will be removed from your account.
I COMPLETED AN ACTIVITY BUT DIDN'T EARN POINTS!
It can sometimes take a few minutes for us to process your activity and provide your points.
HOW DO I LEAVE THE PROGRAMME?
If you no longer wish to earn points, please contact us and ask to be removed.
WHAT HAPPENS IF I LEAVE AND DECIDE TO JOIN AGAIN?
Just contact us and we'll re-enroll you.
CAN I USE MY POINTS DURING CHECKOUT?
Not directly - please redeem your points for a voucher which can then be applied during checkout. To do this, go to ‘My Account’ section or click the widget in the bottom left corner of the website. When you see the pop-up you can select the tab called *Redeem Points*. Here you’ll see all the rewards we offer. If you have enough points, you can redeem them for a reward, which you can them apply at checkout. You can also redeem your points in store by providing your email address.
WHAT HAPPENS TO MY EXISTING POINTS FROM MY IN STORE ACCOUNT?
We have moved all existing points from your in store account to your online account so you now have easy access to all current points. If you don’t have an online account, don’t worry your points are not lost. You will just need to create an account online and contact customercare@augustine.co.nz with your email so we can add these points under your online account.
CAN I REDEEM MY CLAIMED REWARDS IN STORE?
Rewards/discounts are for online use only. If you intend on using your points in store please do not claim your reward, simply leave it in your points balance and our retail team will be able to process this for you.
WHY DID MY ACCOUNT BALANCE GO DOWN?
You, or someone you referred, cancelled or returned a purchase OR you have redeemed your points in store.
DO MY POINTS EXPIRE?
Yes all points will expire in 12 months. For example, if you earn 100 points today, these points will expire 12 months from now.
WHERE CAN I REPORT A PROBLEM OR GIVE FEEDBACK?
Please contact us on 0800AUGUSTINE or email us at customercare@augustine.co.nz

Returns

What is the free courier returns on the shoes?
All shoes will be sent to you with a FREE return courier bag and sticker so you can return a pair at no cost. If you buy multiple pairs, there will only be one return bag and sticker supplied to return one pair of shoes only. To return, please go to your confirmation email and click the link to return. NZ ONLY and no rural
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 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.
Why wasn't the full amount processed for my return?
If you return your FULL order and keep your free gift, this value will be deducted from your return amount. For more info, view our Shipping and Returns page.

Online Orders

WHAT COURIER COMPANY DO YOU 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
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

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?
We have combined your points onto your online account so you now have easy access to all your points you have earned.
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 IN STORE 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 A FREE GIFT WITH PURCHASE?
With full price orders online, you will automatically receive a complimentary gift per order. Please note this does not include sale items or in store purchases and the free gift is subject to availability.
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

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 also 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 also 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
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=1905061031. 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.