Help & Contact Us

Frequently Asked Questions

Due to the impact of COVID-19 on our community, we have taken a number of steps to make life a little easier for you. Read this handy guide to find out more.


Due to current lockdown restrictions in Auckland, our delivery network is experiencing significant delays. Online orders will take longer than usual to arrive across New Zealand.

Click & Collect is available as an alternate delivery method.

You can track the current status of your order here

Thank you for your patience and understanding.

Stores Update

In line with government guidelines, our stores in the Auckland & Waikato region are temporarily closed – Auckland Clearance, Botany, Hamilton, Milford, Newmarket, Pukekohe & St Lukes

Click & Collect

Click & Collect is available for stores that are open.

Our Auckland stores (except Newmarket) are open for collection of Click & Collect parcels only.

*In-Store shopping is not available.


The returns policy has been extended and you have 30 days to return you items/ from the date of reopening.


Due to recent store closes, the expiry date on Rewards has been extended. Please Sign In to your account to view your Rewards and expiry date/s.

Stay In, Stay Safe, Stay Stylish xo

Online Deliveries

Our delivery partners are experiencing higher than normal volumes and have advised longer delivery times than normal.

You can check the current status of your order here. Please note: if your order is marked as delivered, this means it has been sent from our warehouse, however, it may still be with our partners for delivery.

Once your order has been dispatched, you will receive an email from and will be able to check its delivery status directly with Shippit.

To ensure we get your order to you quickly it may be split with items delivered in seperate parcels.


This will now be extended to 30 days from when our Auckland stores re-open. For more information on how to return an online purchase, see our returns section on the website.

Online Returns

Please be advised that due to Alert Level 4, our logistics provider is unable to deliver returned parcels as it is not considered essential freight.

As soon as Auckland moves to Alert level 3, those parcels will be released from the freight provider and delivered to our warehouse for processing.

All online returns will be processed within 3 business days of Alert level 3 being activated and the parcels being received.

Credit Notes

Credit notes can only be redeemed in-store, all credit notes are valid for 12 months from the date of issue.

Rewards Program Vouchers

Taking Shape Rewards program members earn rewards points as they spend and access exclusive member-only benefits and offers.

For more information on Taking Shape Rewards Program click here

Customer Support

Need help? Get in touch with our customer care team.

Thank you for your patience while we work through the large number of queries coming in.