Please find the most frequently asked questions below.
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!
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 firstname.lastname@example.org 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 will find the gift wrapping option at the cart, before the checkout. Read more about our gift wrapping service.
Why do some items show "must be purchased separately"?
Unfortunately due to the nature or size of certain items, combined shipping is not always available. These items will need to be purchased separately.
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 Zip which allows normal delivery and payment spread over interest free installments. Read more about how Zip Pay works.
For any special purchasing requests or volumes, please contact us to see if we can assist.
Where do you deliver to?
We deliver throughout New Zealand to residential and business physical addresses (not to PO Boxes addresses). Remember to include the business name as part of the address to ensure no delays.
Do you ship internationally (outside of New Zealand)?
Yes we ship internationally, however overseas orders cannot be placed via our website. Please see our shipping page for more information on international orders.
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 1-2 business days. Courier delivery usually takes 1-3 business days after dispatch, but please allow a few extra days in the case of rural deliveries.
Occasionally, a longer dispatch/delivery time may apply to particular products (eg: large or custom manufactured items) and a note will be shown on the product page asking that availability/dispatch/shipping be confirmed before purchase.
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 1-2 businesses days.
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. Our shipping rates start at $6.99.
Bulky or large items may have a special shipping cost that may need to be confirmed prior to purchase - which will be noted on the product page.
Note: Combined shipping may not be unavailable where an item is of a certain nature or particularly bulky. If this applies, it will be noted on the relevant Product Description page and such item will need to be purchased separately.
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 wish to collect your order, simply select 'Click & Collect' during checkout.
Are you going to disclose my personal information to others?
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 email@example.com 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 10-day “change of mind” promise on Cushions & Throws.
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. If your parcel has unfortunately been damaged in transit, please contact us as soon as possible – preferably within 2 working days of receiving any damaged items.
This will allow us to make right/send a replacement on a timely basis and to meet any courier claim or other insurance timeframes we have to meet in order to do this.
Please keep all the safety packing/bubble wrap/boxes that goods arrived in as the courier requires this as part of their claim inspection process.
We cannot send a replacement/refund if packaging is not kept & transit damage is reported after 7 business days of receipt.
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.