I CAN'T LOG IN?

Shopped with us before? Try to log on HERE using your email under RETURNING CUSTOMER and use your EMAIL as your password
New customer? Create and account here. A great bonus of having an account is you earn loyalty points. $20 for every $400 spent.
I get your emails but it says it doesn't recognise my email?
Our email is a different system. If you have never shopped with us you will not have an account. If you have shopped in store before but it doesn't recognise you. We will need to link it for you. Talk to us on chat or email us. 

    OOPS I FORGOT MY PASSWORD?

    Firstly, try and use your EMAIL as your password. Didn't work? Click here to reset your password. Make sure you COPY and PASTE the new password in as it is a tricky. Then change it to something you will remember or back to your email. It's still not working? Chat to us (bottom right) and we will help .

    DO YOU ACCEPT RETURNS?

    Yes we do, even Sale! We have a 14 day return period for non sale goods or 7 days for SALE returns. Please see our full RETURNS POLICY HERE. Your return form is on the back of your invoice.

    HOW QUICKLY WILL I GET MY ORDER?

    We know you love to get your treats really quickly. So we try our hardest to get it to you asap. Your order will leave us the same or following working day depending on garment location (Monday to Friday).
    We send all NZ orders on overnight delivery however we can not guarantee this. Please add a day for rural delivery.
    Australian orders are sent via Express DHL on a 2-5 working day service.
    Keep an eye out for your Shipping confirmation email "It's on its way" this will have your tracking details on it. Please check your junk if you have not got it.
    We use couriers, which have a traceable service. They require a signature. If a signature is received from the address (it may be someone other than yourself) then it is evidence of delivery.  If you want your garments left somewhere specific (behind the pot plant on the porch) please put this in the comments. If you request no signature required or if you have a PTL (permission to leave) on the property this overrides our signature required. Please contact your courier to change this, as it is delivered at your own risk.
    Please see our full Shipping Policy Here

    HOW DO I SEARCH FOR A PRODUCT?

    If you know the name of the item use the Preen Search Bar (top left). Otherwise you can search vis SHOP > Styles i.e Dresses. Or by LABELS. When you click on one of these categories you can filter by SIZE, COLOUR, SALE, PRICE and LABEL. You will find these near the top of the page.

    HOW DO I ADD/REMOVE A PRODUCT TO MY SHOPPING BAG?

    Click on the product you like, select a colour, your size and add the quantity (number of items) you would like. Click Add to Bag. The item will then be added to your shopping cart that will pop up on the top right of the page. A pop up will then show and you can go directly to your bag to complete the purchase.
    If you need to remove an item you just added. You can do this from the pop up after you accidently added it. Or you can go to your bag and click REMOVE.

    HOW CAN I PAY FOR MY ORDER?

    We accept VISA / Mastercard credit card payments and ZIP. You can also pay with a Gift Voucher or Store Credit at the Checkout in the Payment section.
    If you would like to pay via bank transfer instead of credit card that is no trouble. Please email info@preen.co.nz or call Preen with details on all the items you are wanting to purchase and we will provide you with our bank account number to transfer your payment to.

    DON'T WANT TO BUY ONLINE?

    No worries, just give us a call. 03 6869250 we will see the store it is located in and transfer you to complete a phone order.

    HOW DO I ENTER A COUPON CODE?

    All valid coupon codes need to be keyed into the "Coupon Code” field within the shopping cart or Checkout page.

    STOCK AVAILABILITY & LOCATION?

    When you add your items to your cart they are not held. Some styles do sell quickly. In this case please email us if you would like to be on the list if we receive any more.
    If you want to know if the garment is at your local store - you can check this on the product page. Scroll past the images then click "Stock Availability" You will see what store it is currently in. If it is not located where you are based. Please call the store and they will order it in for you. No trouble at all as we have a daily courier between stores. All stock available is shown online and available to purchase. If you want something held - please call the store in advance and let them know you are coming in.

    sizing guide

    HOW DO I KNOW IF IT WILL FIT?

    In our garment descriptions we will usually provide the measurements for the Size 12. A size above or below would usually be 1cm less each side. If you are not the size 12 and need more clarification you can call the store it is in to measure it for you. Or otherwise we supply a general Size Guide for all labels which is located in the bottom Tab section under the garments. All sizing guides can be found HERE

    sizing guide



    WHAT DO I DO IF MY ORDER DOES NOT ARRIVE?

    Please check your tracking email "It's on its way". If there has been no movement or looks like it is taking longer than usual please email us so we can launch an enquiry with the courier company.

    CAN I CANCEL OR CHANGE MY ORDER?

    This depends at what stage of your order is at. We will try our best to cancel or change your order as long as your order has not been dispatched or ready for shipping. We advise you to call us 03 6869250 immediately to make any changes to avoid disappointment.

    HOW DO I RETURN AN ITEM?

    We understand the difficulties of not trying on the garments prior to buying so we offer a full refund or exchange if we receive it back within 14 days of receipt or 7 days for sale goods. Some accessories are excluded from this. Please check the individual item notes if unsure.

    A refund will be provided as long as the item is in its original condition, including original tags and you include the return form (on the back of the invoice).

    Please post it back to:

    Preen Returns
    204 Stafford St
    Timaru 7910

    Please refer to our returns policy HERE and your returns form (on the back of the invoice)

    CAN I RETURN INSTORE?

    Yes, of course you can! You can return to any of our stores (Miss Timaru, Preen; Timaru, Ashburton, Oamaru or Todds Ashburton). The store will then return it to us at Head Office to process your return/refund. If you would prefer to exchange your online purchase instore for something else. You can do this - if the item is the same price or more. No refunds can be processed in store - they will be passed on to the online team. 

    CAN I EXCHANGE?

    Yes! If an item you have purchased does not fit & you would like to exchange it please email us info@preen.co.nz or call us on 03 686 9250 quickly to check the size you are wanting to exchange it for is still available in stock and we can put one aside for you. Please ALSO fill in your returns form (on the back of your invoice). We also make an exception to exchange sizes in sale items with online purchases only. Please refer to our size guide but please be aware certain styles will vary in size due to the nature of fabric and style. 

    PURCHASED INSTORE - CAN I RETURN?

    No. If you have purchased in store you have had the great opportunity to try your garment on and we do not offer returns or exchanges. We do offer appros before payment - don't know what appros are? Ask in store and they will let you know. Your rights under this returns policy are additional to the Consumer Guarantee Act 1993.