Please find the most frequently asked questions below.

GENERAL

What kind of things does Koop sell?
Koop sells a range of different items. From homeware & gifts to kids stuff and plenty in between. Have a browse through the site, we are sure you will see something you love!

Do I have to have an account to buy from Koop?
No you don't, although it’s free and simple to signup (follow the directions when you purchase, it's easy).

Can I delete my Koop account?
Yes, to delete your account please contact us via the Contact Us page.

I have a question about a product, who can I ask?
If you have a question or need additional information on a product feel free to contact one of our team members by emailing contact@koop.co.nz or phoning (04) 891-0540.

Can Koop help me buy a particular product (or volume) not currently stocked?
Please contact us if you have special requirements. We can often source it for you - especially if we are already selling the same brand.

Can you gift wrap my order?
Yes we can wrap most items for special occasions. You can read more about our gift wrapping service here.

Why do some items show "combined shipping not available on this item"?
Unfortunately due to the nature or size of certain items, combined shipping is not always available. These items will need to be purchased separately.

 

PAYMENTS

Is it safe to use my Credit Card on the site?
We employ an up-to-date external secure platform (DPS) throughout the payment process. Our aim is to protect your credit card security and see that you have a safe and secure shopping experience. See Privacy section under Terms for further details.

How can I pay?
Currently we accept: MasterCard & Visa Credit Card payments and Debit Cards.

We also offer PartPay – which allows normal delivery and payment spread over interest free installments. Read more about PartPay - click here.

For any special purchasing requests or volumes, please contact us to see if we can assist.


SHIPPING

Do you courier to addresses outside of New Zealand?
Currently, we only courier within New Zealand. We deliver to residential and business physical addresses only (not to PO Boxes addresses). Remember to include the business name as part of the address to ensure no delays.

I am accessing this site from outside New Zealand. Can I still place an order?
Absolutely, but only if the delivery address is within New Zealand.

How are orders delivered?
Orders are delivered by courier. Packages can be tracked with the tracking number you receive via our email (once your parcel has been dispatched).

When will I receive my order?
We aim to process & dispatch your order within 1 business day. Courier delivery usually takes 1-3 business days after dispatch, but please allow up to 5 business days - particularly in the case of rural deliveries.

All delivery time-frames are 'Target Delivery' only and due to circumstances beyond our control, some delays can be expected from time to time. Any orders placed on weekends or public holidays will be processed within the next 1 business day.

How much will shipping cost?
This can vary depending on the size/weight of your order. Shipping will be calculated and shown at the checkout before your payment is confirmed.

Bulky or large items may have a special shipping cost.

Note: Combined shipping will be unavailable where an item is of a certain nature or too bulky. These items will need to be purchased separately – as referred on their relevant Product Description page.

Can I pick up my order?
Yes, we offer a 'Click & Collect' service from our warehouse located at 101 Nelson Street, Petone, Lower Hutt.

Collection times are Mon to Fri 10am-4pm by arrangement.

If you would like to pick your order up simply select 'Click & Collect' during the checkout. 


PRIVACY

Are you going to disclose my personal information to others?
Your privacy is very important to us! Subject to any statutory obligations (see our full Privacy Policy under Terms) Koop does not disclose Customer personal information to third parties except for the purposes of operating the business of Koop.


RETURNS, DAMAGED GOODS & EXCHANGES

If I need that extra bit of personal attention, how can I contact Koop?
If you require assistance please email us 24/7 on contact@koop.co.nz or give us a call on (04) 891-0540 if within normal business hours.

Can I return or exchange a product?
We accept goods sent back as returns and exchanges where Goods are found faulty under warranty or they don't perform the function as advertised.
We also offer a 7-day “change of mind” promise on Cushions & Throws - read more.

What do I do if my ordered products are found faulty?
If an item is found to be faulty please contact us so we can assist with a solution.

What do I do if my parcel was damaged in transit?
Koop aims to see your parcel arrive safely. However, if your parcel has been damaged in transit please contact us as soon as possible.

We ask if you could please advise us within 2 working days of receiving any damaged goods - to allow us to make right as soon as possible and meet any insurance/courier time-frames we may have to meet.

Please also keep the original packing as couriers may need to inspect this.

What do I do if I have received the wrong order?
We check every parcel that leaves our hands, but being human the odd thing will sometimes happen. If we have sent an incorrect item, please contact us so we can rectify things.

We will pay for the return of such Goods, however please ensure they are in their original condition, with all display packaging, labels and tags kept intact.