FAQ

When is the cut off order dates for Christmas?

NZ non-rural order by Tuesday the 18th of December
NZ rural order by Sunday the 16th of December
Australia order by the 13th of December.

My tracking info shows my package was delivered, but I never received it.

Oli & Gus Ltd provides customers with the ability to track packages. If the tracking information states that your items have been delivered but you have not received it, you must contact the Courier company directly. Track and trace details are emailed to you at the time of purchase and these should then be quoted to the courier company in question. In most instances, this is the quickest way to track a parcel. Should you not be able to resolve the issue, a quick email to our customer service department will be able to investigate further.

How can I track my International package?

In your shipping confirmation email, you’ll get a link to the tracking history, the tracking will only be provided up until the package leaves NZ as air mail.

How do I know my package has shipped and is on its way?

Once you place an order, you will receive an automatic confirmation email with track and trace information for your parcel.

Do you refund shipping fees?

Shipping fees are non-refundable.

Do you ship to Post Office boxes?

We are currently unable to ship to P.O.Boxes.

Who does Oli and Gus Ltd use to ship packages?

We offer Courier Post priority mail, both domestic and international. Domestic rates on all packages are $9. Free shipping applies to all domestic orders over $180. 

I placed an order but have not received a shipment from Oli & Gus Ltd.

There are several reasons why your order may have been delayed. Either your address has been spelt incorrectly or we needed to contact you to verify personal information. In all cases, we will endeavour to contact you as soon as possible to ship your items.

I am an International customer. What are the rates I should expect to pay?

Our international shipping is per Courier Post International Shipping Guidelines. Australian customers will be charged $9 for all orders. Shipping to the rest of the world is $40. Oli & Gus Ltd is not responsible for applicable customs fees, import duties, taxes, and any other charges. The customer is responsible for the charges even if the shipment is refused upon entry.

How long after I place my order will it ship?

We ship our orders Monday through Friday 10am-5pm, excluding public holidays. If you place your order before 5pm during the week, your order will be processed and on its way the following business day. Orders placed on the weekend will not be processed until the following Monday. Keep in mind that you will receive your order 1-2 business days from the day it was shipped, not necessarily from the day it was placed. Shipping may be delayed in cases of address verification.

How do I cancel my order?

Please send us an email within 24 hrs of placing your order and we will do our best to cancel it. Again we do work fast so we cannot guarantee your order will be cancelled.

How do I add items to an order I just placed?

Unfortunately, Oli & Gus cannot add items to an existing order. Please place a new order with the additional items. If you are able to contact us within 24 hrs of placing the first order, we should be able to send them together. However, depending on how quickly we process your first order we cannot guarantee this. We’ll try our very best to accommodate.

I made a mistake with my order / I made a mistake with my information.

If you realise you have made a mistake with your order or misspelt your address or email, please email us as soon as your order has been placed so we can correct the error. Please do so as soon as possible, before your order is shipped out. We are not responsible for lost packages. If we have sent your package and your items are returned to us RETURN TO SENDER due to an incorrect/ undeliverable address, we will attempt to contact you to resolve the issue. Additional postage to correct the issue will be at your cost.

I placed an order but never received a confirmation email.

If you do not receive an email from Oli & Gus within hours of placing your order and it’s not in your spam folder, the email address on file is most likely spelt incorrectly. Please contact our customer care department promptly via email for assistance.

What payment methods do we accept?

Oli & Gus offers a variety of payment options for our customers. We accept Paypal and Credit Card.

I am an International customer and I am not sure how much I will be charged for a purchase.

Oli & Gus is proud to serve our customers from all over the world. Our system converts the purchase automatically for us. If you are confused as to the price displayed in NZD, please convert it to your currency.

I’m in love with an item, but it’s out of stock on the site. What should I do and how often do you restock?

Good News! We get new items frequently and update our website regularly, especially our most popular items, so be sure to check back regularly.