FAQs – Got Questions? We’re Here to Help

can i return my online order for a full refund?

No problem at all—we offer online full money-back refunds, even on sale items.
• Full-priced items – 14 day return period
• Sale items – 7 day return period
Just make sure the item is unworn, with tags still on, and include the return form (on the back of your invoice). NOTE: Excludes in store purchases
You can read the full details here: Returns Policy

Can I return AN ONLINE ORDER in store?

Yes, of course. You’re welcome to drop it into Preen (Timaru, Oamaru, or Ashburton) or Miss Timaru. We’ll send it back to our online team to process your refund.
Need to swap it for another size or style of equal or greater value? We can help with that in-store too.

When will my order arrive?

We aim to send your parcel the same or next working day (Mon–Fri).
• Within NZ: Overnight delivery (please allow an extra day for rural addresses)
• To Australia: 5–10 working days, or you can choose Express for a faster 3–5 day delivery ($10)
You’ll receive a tracking email as soon as it’s on its way—check your junk folder if you don’t see it.

My order hasn’t arrived—what should I do?

First, check the tracking email we sent. If it looks delayed or stuck, just get in touch and we’ll follow up with the courier for you straight away.

Can I cancel or make a change to my order?

If we haven’t packed it yet, we’ll do our best. The fastest way is to give us a call on +64 3 686 9250 as soon as you can.

I’m new—how do I shop with you?

Lovely to have you here! You can create an account here, which will also start you off in our loyalty program — every $400 you spend earns you $20 back.

I’m having trouble logging in

If you’ve shopped with us before, try logging in as a Returning Customer with your email address. Sometimes your password is the same as your email—give that a go first.

I get your emails, but the site doesn’t recognise my email?

That’s more common than you’d think. Our emails and website accounts are separate. If you receive our emails but can’t log in, it simply means you haven’t created an online account yet. You can do that here.
If you’ve shopped with us in-store and the system still doesn’t recognise you, we can link it up—just send us a message or email and we’ll sort it.

I’ve forgotten my password

Try using your email as the password. Still no luck? You can reset it here. It’s easiest to copy and paste the new password to log in—then you can change it to something you’ll remember.

Can I exchange instead of returning?

Absolutely. Give us a call on +64 3 686 9250 or email info@preen.co.nz so we can check the stock and hold your size.
Yes, we do allow size swaps for sale items too (for online orders).

I bought in-store—can I return it?

Because you have had the great chance to try on the goods we offer a slightly different returns policy than online.  Non sale goods - you have 2 weeks to exchange or get a store credit. In-store sale purchases are final.
We do offer appros (short for ‘approvals’)—just ask our team in-store what this means if you’re not familiar.
And don’t worry, your rights are always protected under the Consumer Guarantees Act 1993.

How can I pay?

We accept:
• Visa / Mastercard / AMEX
• Afterpay
• ZIP
• Gift Vouchers or Store Credit
• ApplePay & GooglePay
Prefer to pay via bank transfer? That’s fine—just call or email us.

How do I use a coupon code?

When you’re checking out, there’s a "Coupon Code” box—just enter it there.

I have a gift voucher or store credit—how do I use it?

Log into your account, and on the checkout page you’ll be able to enter the voucher number and PIN (if it has one). Then click APPLY.

I’ve earned loyalty points—how do I spend them?

First, log in. At the payment step, enter how many points you’d like to use and click APPLY.
More details are here.

Is stock held in my cart?

Not quite—items aren’t reserved until you finish checking out. Some styles do move quickly, so if you miss out, let us know and we can pop you on a waitlist.

Will it fit me?

We include measurements for a size 12 on most pieces (each size usually differs by about 2cm).
Still unsure? Give us a ring at the store that’s holding the item—we’re always happy to measure it for you.
Or you can check our general Size Guide.

I'm trying to generate return postage but it's not working?

So sorry about this. Sometimes it doesn't work and we need to fix it on our end. Simply email us requesting the return postage and we will reply with the PDF to print. It helps if you let us know what you are returning so we can get the right size postage for you. If you are in a hurry, you are more than welcome to pay postage at the post shop yourself.

I’d prefer not to shop online—can I still buy?

Yes, of course. Just call us on +64 3 686 9250 and we can place your order over the phone.

Shopping during a sale?

We’ve answered the most common questions here.

Still need help?

We’re always happy to help.
Chat with us on the website, email info@preen.co.nz or give us a call on +64 3 686 9250.

Sophie & your #preenstylesisters x