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Shipping & Returns

Delivery Policy

Click and Collect - Auckland Only

We are now offering customers based in Auckland the option to Click and Collect their purchases. Please ring ahead to let us know that you wish to collect your purchase and ensure we have your product ready to be collected. If you have paid by credit card, you will need to bring the card you purchased the items with and proof of ID. We will ensure your delivery fees will be refunded upon collection. Call us on (09) 4767419 during the week or (09) 4767413 over the weekend prior to collection. Click and collect will be contactless and safe. 

Delivery Fees (New)

Due to increased pressure within the retail sector, we have made the reluctant decision to start introducing a small flat rate delivery fee per order. From the 4th of March 2020 we will now be charging a flat fee of $5.00 per standard order.  This will exclude:

Fragrance orders over the value of $100 (cart value) will receive free delivery. Should you add a fragrance/s over the value of $100 to your cart with any other standard product, the cart delivery fee will be waived. This excludes oversize items, rural deliveries and off-island deliveries e.g Waiheke Island, which have a standard delivery rate of $15, $7.50 and $15 respectively. Please also note; if you purchase any backordered items, the fragrance’s overnight delivery timeframe option will no longer apply as the fragrance will be sent out alongside the backordered item you have purchased and will fall in line with that items delivery period i.e. a backordered mobile phone can take between 7 – 12 working days to get to your front door. We will not ship the items separately. If you wish to take advantage of free overnight delivery on your fragrance purchase, please purchase your fragrance in a separate order.

Rural and off-island deliveries such as Waiheke or Great Barrier will continue to incur a fee of $7.99 and $15 respectively. Free delivery does not apply.

 

General

We do not deliver to Post Office boxes or any address in which we deem suspicious. Should you feel that your goods do not arrive in a good condition, please feel free to contact us using our contact form.

Please allow us up to 1 - 3 working days to process orders that are 'In Stock' and to send the goods out. If the order is urgent, please follow up the order with a phone call. Fragrances ordered before 1:00pm will go out the same day intended for next day delivery nationwide. T&C's apply. If an item is 'Back Ordered' or a 'Hot Deal' it can take between 7 to 12 working days for delivery as this is a backordered item - please read below for Hot Deal delivery information. Hot Deal product names on our website end in (HD) to indicate this is a Hot Deal item.

We are not responsible for lost or damaged goods, or goods that have been delivered to an incorrect address. Whilst we endeavour to ensure that the stated delivery times are kept, due to variables outside of our control, we cannot guarantee that the goods will arrive as per the stated delivery times.

If an item is out of stock, we will endeavour to contact you as soon as we possibly can and organise for a suitable solution.

Deliveries to Rural areas and Waiheke Island can take an additional 2 working days.
Goods ordered on Friday, Saturday and Sunday will only be shipped on Monday.

If a parcel is not received within 5 working days from the shipment date, we need to be notified immediately; otherwise we take no responsibility for the loss of the item.

Please note:
All deliveries to Waiheke/Great Barrier Island (any Island off the coast of the mainland) will incur a surcharge of $15.

Rural Deliveries – free delivery does not apply to rural deliveries, a surcharge of $7.99 will be applied during the checkout process regardless of cart value, and if it has not been correctly applied the processing team will apply a retrospective charge before the item will be sent out. Please select the correct address to avoid a delay in your item being delivered.

Items in excess of 10kg's may be charged $15.00 for delivery. These are classified as 'Oversize items'.
Should a parcel be returned to Parallel Imported after several attempts at delivery have been made, the customer will be liable for a re-delivery charge of $10.00.

Online Orders cannot be collected unless by prior arrangement.


Next Day Delivery - Online Orders 

Free Next Day Delivery is only valid for the purchase of fragrances and fragrance gift sets over the value of $100

Next Day and Free Next Day Delivery excludes rural areas, islands off the mainland such as Waiheke, Great Barrier Island, Stewart Island etc, and although we employ an overnight service that includes the South Island, please allow for a couple of days for delivery, although this is rare. 

Please also note; if you purchase any backordered items, the fragrance’s overnight delivery timeframe option will no longer apply as the fragrance will be sent out alongside the backordered item you have purchased and will fall in line with that items delivery period i.e. a backordered mobile phone can take between 7 – 12 working days to get to your front door. We will not ship the items separately. If you wish to take advantage of free overnight delivery on your fragrance purchase, please purchase your fragrance in a separate order.

While we employ an overnight service we are reliant on our service provider to ensure that items arrive in a timely fashion, we cannot be held responsible for courier delays.

We are not responsible for late delivery where natural disasters occur.

Orders must be placed before 1pm daily - if an order is placed on a Friday it will only be received on a Monday. We do not post over weekends unless previously organised with our online team. This may incur additional charges and must be paid prior to the item being posted out.

All orders are subject to verifications - we cannot be held responsible for delays if you do not respond to our requests for further documentation as stated in our verification procedures.

Please ensure you send the item to an address where someone is able to sign for it such as a work address, if a driver attempts delivery and no one is at the destination address we cannot be held responsible for delays.

 

Hot Deal and Back Orders (Special Order Product)

Please note that hot deal orders are specifically ordered in on your behalf. If you choose to cancel the order after it has been placed and falls outside the stated 12 working day delivery timeframe, you will be charged a cancellation fee of 10% of the order total or $20 whichever is greater. Hot Deal product names on our website end in (HD) to indicate this is a Hot Deal or special order item.

If a product is 'Back Ordered' please note this can take between 7 to 12 workings days for delivery. These items are always subject to availability.  We will keep in touch via email to update you on your order status, but you may not hear from us for a few days until we have updated stock information, but you are free to call us or email us at any time. Some orders can take longer than the stated 12 days. This is an approximate timeframe. After 12 working days if you no longer wish to wait, we can supply you with a full refund. Please contact us at onlinesales@paralleimported.co.nz if you have any queries or concerns regarding your order. Please also note that if the product is not available we will continue to place it on our back order sheet every week until it becomes available to us again or until you request a refund/cancel your order after 12 working days. 

While we make every effort to source back ordered products, on occasion we may not be able to do so. If a back order has been placed for an item that we cannot source we will notify you and will provide you with a prompt refund. Refunds will be made using the same method as payment i.e. Credit card payments will be refunded back onto credit card etc.

Payment for backorders is required at the time of ordering, if paying by internet banking, payment is required within 3 working days or the order will be cancelled.

 

Returns

General Returns

Store Returns: Please choose carefully as we are not obliged to refund or exchange due to a change of mind. If the goods are faulty we will meet our obligations under the Consumer Guarantees Act to provide a remedy.

All product returns need to be returned to base at the customers cost.

For Online Purchases: You can return an item for a full refund withi7 working days providing the item is in the same condition it was in when purchased i.e. Brand New. Once an item has been used* it cannot be returned for a refund. Items must be returned with all included accessories and packaging. You MUST have the original receipt for a refund, without this receipt we will not refund the item or accept it into service. If an item is faulty, it will fall under our Warranty Policy as described below and will not be eligible for a refund. We do not sell used items and will not accept any item with any indication that it was used. In such cases, the item will be returned to the purchaser. Please note that consumable items such as batteries are excluded from this policy and will not be accepted for an exchange or refund.

Backordered and Hot Deal Item Return Policy: These items can take up to 12 working days for delivery and sometimes even longer. Please note that all ‘Hot Deal’ orders are specifically ordered in on your behalf. If you choose to cancel the order after it has been placed and falls inside the stated 12 working day delivery time frame, you will be charged a cancellation fee of 10% of the order total or $20 whichever is greater. Hot Deal product names on our website end in (HD) to indicate this is a ‘Hot Deal’. We will get in touch at least once a week to update you on your order, if you do not wish to wait after 12 working days we will refund you the full amount. Normal back ordered items (These are products that are simply out of stock) do not incur a cancellation fee and can be cancelled at any time. Once you have received your hot deal product, if you wish to return it within 7 days of receipt for anything other than a fault, you will also be charged a restock fee of 10% of the product sale price.

Please Note:

All returns are subject to inspection by ourselves and/or our service department.
Returned products must be in the same condition as received including all packaging and accessories, items must be completely unused.
Faulty items will be covered under our Warranty Policy.
Refunds will be performed using the same method as original payment. However, if paid by cash, we may need an EFTPOS card to refund to, as we may not have sufficient cash to perform the refund.
Refunds will not be issued if it has been more than 7 days since the date of purchase.
Refunds will not be issued if the item is a consumable.

Online orders and the 7 day return policy

The 7 day return period for online orders begins on the date of shipment and only includes working days. If for any reason, your item is delayed during the course of delivery, we will take this into regard when you contact us to return the item.

Restrictions

Due to hygiene reasons, we will not refund or exchange cosmetics, headphones, earphones or any accessories to the like.

What if I received a damaged or incorrect product?

If there is an extensive damage to the package when it arrives, please contact us immediately. If the item is damaged or incorrect, contact our Customer Services team immediately at onlinesales@parallelimported.co.nz. Please provide your order  number ( begins with 1 followed by 3 or 4 zeros # 100005689) from the enclosed invoice at the time of contact.

Final Sale Items Return Policy

Final Sale items cannot be returned for a refund, store credit or exchange. If you return a Final Sale item to us, it will be shipped back to you at your expense. Consumables such as batteries are also considered Final Sale and are therefore non-returnable. If there is an issue with a Final Sale item that you have received, please contact us here.


Warranty Policy

Parallel Imported Ltd will fulfill all of our obligations under the Consumer Guarantees Act 1993.
All our products carry a standard 1 year warranty. All accessories carry a 3 month warranty.
Our warranty works on a Return To Base basis. This means that should a fault occur with your product, it will need to be returned to us for assessment.
Once we have received an item, we will book the item in and send to an independent service agent for assessment. All items are repaired if possible, if a repair is not possible or feasible, we will arrange a replacement item, if a replacement is not possible we will arrange a credit or refund.
All service items are subject to a $45 deposit payable at the time of booking item in. This deposit will be refunded should the item be repaired, replaced or credited under warranty. Should the item be found to be non-warranty, this deposit is kept as an assessment fee and will not be refunded.

Any repair/replacement comes with a minimum of 90 days warranty. Any cover after 90 days is dependent on the date of the original phone purchase.

Please note:
Warranty covers manufacturing defects only. Liquid/Moisture, sand/dust, impact or any other damage will not be covered under the warranty.
The original receipt is required for a warranty claim.

Sunglasses

Scratched lenses are not covered under Parallel's warranty policy.

*Mobile Phones - A mobile phone is considered to be used if a SIM card has been inserted into the phone.