Frequently Asked Questions (FAQs)
We have compiled a list of our customers' most frequently asked
questions, if you still have a question please do not hesitate to contact us.
How safe is my transaction with you?
Our checkout process uses a secure
website to process your private payment details. Our credit card
processor is DPS – one of the biggest and most trusted processors in New
Zealand. They process the transaction and at no time does Mariposa
store your credit card details on our servers.
Why should I create an account on this website?
You won't have to fill out your billing and shipping details again
if they are still the same. Makes things quick next time you place an
order with us. Your cart will not empty (unless you buy what's in your cart)- so
there is no problem if you're not yet sure you want to buy something -
it will still be in your cart when you next log in. Of course there is
no guarantee it will still be in stock by the time you order it if
you've left it a while.
Am I able to exchange an item if it is not suitable or if I don’t like it? Does this include clearance items?
We gladly exchange full priced items, however all sale and clearance
items are a final sale. Your exchange request will need to be returned
to us in as new condition including all tags and packaging, along with a
copy of the original invoice within 14 days. Please see our returns
page for more information and our return address.
Do I have to pay freight to exchange an item?
You will need to pay to have your exchange request returned to us,
(within NZ) you won’t be charged freight for the new item we send.
Additional freight costs are required for more than one exchange
request. International exchange requests may incur extra freight
What if the product I have ordered is no longer available?
This happens rarely, but if it does, we will consult with you to
find something similar. If there is nothing else you want it replaced
with we take the item off your order. You won’t be charged for anything
we can’t send you.
What payment options are available if I wish to purchase online?
We accept Visa and Mastercard. But if you don't have a credit card,
we also accept bank deposits (including NZ internet
banking). Laybuy is also available for payment on our site. http://www.laybuy.com/nz
You will need to create an account with Laybuy prior to completing your sale.
I would like to change an item/s in my order. Is this possible? How do I do this?
Email us as soon as possible and, as long as we haven’t already
processed your payment and shipped your order, we can change your order
and confirm this via email. We can’t adjust your order once your payment
is processed and your order shipped but we are happy for you to
exchange anything you have changed your mind about.
I have entered the wrong personal information on my order (i.e. address, contact details). Can these be fixed?
We can update your customer profile at any stage before shipping
your order so fixing incorrect details is not a problem. Just phone us
on 0800 132 500 or 03 525 7547 (if you are in New Zealand) or 0064 3 525 7547 (if you
are elsewhere in the world), or send us an email, with your order number
and the correct information as soon as you can.
Are all your products in the online store?
The ideal is to have all the items we stock in our stores also on
the website, but there are so many unique one off products in our stores
that it won't be possible to have absolutely everything online. Please check back often as each
week new items will be listed. However, if you know we have it in a
store, email or phone us on 0800 132 500 or 03 525 7547 (if you are within New Zealand) and
we can organise to send it to you.
How long does it take to process my order?
Generally we ship orders in 1-6 working days. In most cases your
order will be shipped the day after it is ordered if it is in stock in
our warehouse or one of our stores. This time frame is dependent on
stock levels and availability. We source stock from our warehouse,
stores and suppliers and it can take 2-3 days (occasionally longer) to
collect all the items for your order. When delays occur we will contact
you via email.
I have a discount coupon but not sure where to enter it to get my discount?
If you have received a discount coupon from us, you will need to
apply this in your shopping cart prior to going through to the payment
screen. To do this, after you have placed the items you would like in
your shopping cart, you will need to click on the small blue trolley in
the top header menu, this will open a screen covering the contents of
your order and the option to enter the discount code. You cannot apply
the discount when you access payment pages via the mini cart on the
right hand side of your screen. This is a fast way to proceed through to
payment if you have ordered from us before and skips the discount
screen all together.