We'll send you an email as soon as your order is ready to collect in store (we send it there from our NZ Warehouse). Firstly, it's a good idea to check the store hours for the location you've selected. In store it's as easy as approaching a staff member and letting them know you've got an order to pick up.

To make things simpler, please print out or show the Ready to Collect email we've sent you when you're in store.

The easiest way is to do this in store when you pick up. We can refund or exchange any items you've bought in store then and there. If you get home and you discover something isn't quite right you can return any items in the same way as any other order from our Online store. For details on how to return in Australia, view our Returns section of the FAQs

Any product you've bought from our online store can be returned to any of our retail stores or by sending it back to our warehouse within 365 days of purchase. As with all returns, please make sure the item/s haven't been worn and are in a condition that we can still sell them (that means we need the tags too).

Find a Store

When returning to our NZ Warehouse, the best way is to fill in the Returns Form so we know exactly what you'd like to do. We can refund your purchase or exchange the item/s for something else.

Download NZ Returns Form

Please return to:
Hallenstein Brothers Webshop Returns
7 Kordel Place East Tamaki Auckland
New Zealand

We recommend using a tracked service so you can follow your package on it's way back to us.

Occasionally there are times when we may be out of stock for the new size or colour you are after. If we can't supply your new item/s we'll refund you through your original payment method.


Please note that Laybuy orders must be returned to the NZ Warehouse for a refund as we can't offer exchanges on these and all Gift Card purchases and Shipping fees cannot be refunded.

Most of time Click & Collect orders arrive within 1-3 working days after we've shipped it from our NZ Warehouse (this usually takes a day to process). However, in some cases it can take up to 5 days if there's an issue with the courier or the warehouse is a bit busy.

As soon as your order has arrived in store we'll send you an email to let you know.

As soon as your order arrives in store, we'll send you an email to let you know. Bring this with you when you come in so we know which one is for you.

If you choose Click & Collect when purchasing your items online, we'll send your order directly to one of our stores for you to pick up there (for FREE!) This is useful if you're not usually at home when the courier comes or if you'd like to try on the item when you get.

If you've got any other questions feel free to give us a call on 0800 245 247 or send us an email at help@hallensteins.com

Once we've sent you an email to let you know it's ready to collect we'll hold onto it there for 10 days. If you don't collect your order within the 10 days we'll cancel the order and process a refund (this can take up to 5 days to be processed).

Sometimes when we go to pick your order we may not be able to supply everything you were after. While we aim to prevent this from happening, occasionally it's out of our control. When this happens we'll send you an email to let you know this is the case and you won't be charged for the items you that aren't sent.

Please check your packing slip when your order is delivered as this will show all the items you should have received. If what you received doesn't match the packing slip please contact our Deliveries team on 0800 245 247 or by emailing web.delivery@hallensteins.co.nz

Unfortunately, we're unable to send to a P.O. Box address. We use Courier Post and Pace to deliver our orders and they will only deliver to physical addresses.

It is possible to change your address once the order has been submitted but we need to know ASAP. We aim to ship all orders as soon as we can so we have to act fast to make any changes.

Please contact our delivery team on 0800 245 247 or email web.delivery@hallensteins.co.nz

As soon as your order has been packed up and is ready for the courier to collect we'll send you an email with a tracking link. Sometimes there's a bit of a delay between us having the package ready and the courier picking it up so your link may not work straight away. Get in touch with our Customer Service team on 0800 245 247 if you have any issues with your tracking.

Click & Collect orders are sent to the store you pick from our NZ Warehouse. After we've dispatched the order (this usually takes about a day*) it should arrive within the following timeframes.

New Zealand stores: 1-3 working days
Australian stores: up to 4 working days

As soon as the order is ready to pick up we'll send you an email to let you know.

*Sometimes it takes a bit longer during sales or promotional periods.

We aim to ship all orders as soon as we can, from there most packages sent are received in the below timeframes.

New Zealand: 1-3 working days | Allow an extra 2 days if you live at a rural address
Australia: up to 4 working days
International: up to 10 business days

Getting the order together and ready for the courier usually takes us about a day (but this can take a bit longer during sales or promotional periods) which isn't included in the timeframes above.

New Zealand: FREE on orders over $50 | $6.95 on orders under $50
Australia: FREE on orders over NZ$50 | $10 on orders under $50
USA: FREE on orders over NZ$100 | $20 on orders under $100

Rest of World: Charges apply depending on the destination. Get in touch with our customer service team to verify these.

If you have received an incorrect item, please let us know straight away by contacting our delivery team on 0800 245 247 or by emailing web.delivery@hallensteins.co.nz. They will sort it out for you as quickly as possible.

We ship internationally to Australia, the South Pacific, East Asia, North America, the UK and Europe.

Delivery Charges:

New Zealand: FREE on orders over $50 | $6.95 on orders under $50
Australia: FREE on orders over NZ$50 | $10 on orders under $50
USA: FREE on orders over NZ$100 | $20 on orders under $100

Rest of World: Charges apply depending on the destination. Get in touch with our customer service team to verify these.

All international orders are shipped with DHL and printed with Authority to Leave - this means the parcel may be left in a secure location without a signature if you're not there to receive it.

Some countries require extra customs or import duties to be charged on entry so we recommend checking with your local customs office for further information. Unfortunately we can't cover these costs for you.

This means that your order needs to be manually reviewed before it will be dispatched. Orders are reviewed regularly, and this should not delay the dispatch of your order.

In some cases, we may ask you to send us ID to prove that you are the owner of the card used to place the order.

New Zealand:
We use an optional signature required service with Courier Post for standard delivery.
If you haven't opted to have a required signature your order will be left in a secure location without a signature if you're not there to receive it. If you choose signature required our courier will not leave a package without the item being signed for.
If no one is at the address when the driver attempts delivery, a card to call will be left with instructions on how to arrange collection or re-delivery.

All Urgent Tonight deliveries are sent with Pace and require a signature on delivery so please make sure you're at the delivery address between 6pm and 9pm on the day of your order.

International:
All orders shipped outside of New Zealand are sent with DHL Express and have an Authority to Leave. This means the parcel may be left in a secure location without a signature if you're not there to receive the parcel.

We try to keep our emails as relevant as possible so we can let you know about all the great deals we have. However, if you'd like to stop receiving these please click the 'unsubscribe' link in the bottom of every marketing email we send.

Alternatively feel free to contact us to have our team remove you. Please be sure to include your full name and the email address you used when you registered with or made a purchase from Hallensteins. Please note it may take up to 10 working days to process your email request, during which period you may continue to receive communications from Hallensteins.

As soon as you place your order we'll send you an email to confirm the details and the next steps. Sometimes these get stuck when we've got multiple emails going out at the same time or there may be a spelling mistake in the email you've used. Remember to check your junk or spam folders in case the email has gone in there.

If you haven't received anything after up to an hour, please contact us.

If you send an email to any of our departments with a query we will endeavor to reply to you within 24hrs if you have contacted between 8:30am - 5:00pm Monday to Friday. If you contact us after hours or on the weekend we will endeavor to reply to you within 48hrs.

When you make a purchase at our online store we will send you an email to confirm your order and details. When you register with our online store you will have the option to sign up to receive regular promotional updates, such as information about special offers and sales events. You may also have been given the opportunity to sign up to our newsletter in store.

Please visit the page below to create an account

Register

An email will be sent to you to confirm the registration of your new account. Your details will remain private and confidential (refer to our Privacy Policy).

If you're already logged in you can head to your My Account and update the password against your profile.

My Account

If you're having trouble logging in, please visit the page below and enter your email address in the 'Forgot your password' section. We'll send you an email with a link to create a new password for your account.

Forgot your password

By providing your contact details and submitting via the ‘Sign up’ button you consent to receive marketing communications from Hallenstein Brothers.

By providing your contact details and submitting via the ‘Sign up’ button you confirm you are the authorised owner/user of the email address and phone number submitted.

You agree that your personal information may be shared with our employees, contractors, agents, companies working on our behalf, and other related companies in our group, but, except as required by law, information identifying an individual will never be passed on to a third party for their own use. Hallenstein Brothers may disclose this information to third parties if it is required to do so by law.

Your use of this website is subject to our Terms and Conditions which are available here.

If you need to return your purchase in the USA, please fill in the below Returns form and send your order back to our USA Warehouse within 365 days of purchase. As with all returns, please make sure the item/s haven't been worn and are in a condition that we can still sell them (that means we need the tags too).

Download USA Returns Form

Please return to:
ECU Worldwide
161 West Victoria Street Suite # 200
Long Beach, CA 90805 Attn: Reception

We recommend using a tracked service so you can follow your package on it's way back to us.

Unfortunately we can't offer exchanges on orders delivered to the USA (or rest of the World) at this time. All returns will be automatically refunded and you'll need to order any new sizes or colours via the website again. We are happy to honour free shipping and any special prices paid the first time round - just contact our Customer Services Team at help@hallensteins.com

All Gift Card purchases and Shipping Fees cannot be refunded.

We take pride in the quality of our product and inspect every delivery we get to ensure the product we send on to you is the best it can be. However, if you do receive a product that isn't quite up to scratch, please contact our team at help@hallensteins.com or by phone on 0800 245 247 top arrange a free delivery and an exchange or a refund.

If it suits you better, feel free to return the item to one of our retail stores for an exchange or refund - so long as it wasn't purchased with Laybuy.

Find a Store

Anything bought in one of our retail stores needs to be returned to a store. Unforunately we can't accept these at our warehouses.

Providing the garments remain in the condition in which they were purchased we are happy to exchange or credit note within 14 days of purchase. As with all returns, please make sure the item/s haven't been worn and are in a condition that we can still sell them (that means we need the tags too). Remember to bring your proof of purchase as well.

If you need to return your purchase, please fill in the below Returns form and send your order back to our NZ Warehouse within 365 days of purchase. As with all returns, please make sure the item/s haven't been worn and are in a condition that we can still sell them (that means we need the tags too).

Download NZ Returns Form

Please return to:
Hallenstein Brothers Webshop Returns
7 Kordel Place East Tamaki Auckland
New Zealand

We recommend using a tracked service so you can follow your package on it's way back to us.

Unfortunately we can't offer exchanges on orders delivered to the USA (or rest of the World) at this time. All returns will be automatically refunded and you'll need to order any new sizes or colours via the website again. We are happy to honour free shipping and any special prices paid the first time round - just contact our Customer Services Team at help@hallensteins.com

All Gift Card purchases and Shipping Fees cannot be refunded.

If you need to return your purchase in Australia, please fill in the below Returns form and send your order back to our Australia Warehouse within 365 days of purchase. As with all returns, please make sure the item/s haven't been worn and are in a condition that we can still sell them (that means we need the tags too).

Download AU Returns Form

Please return to:
Hallenstein Brothers Webshop Returns
PO Box 731
Biggera Waters
Queensland 4216

We recommend using a tracked service so you can follow your package on it's way back to us.

Unfortunately we can't offer exchanges on orders delivered to Australia at this time. All returns will be automatically refunded and you'll need to order any new sizes or colours via the website again. We are happy to honour free shipping and any special prices paid the first time round - just contact our Customer Services Team at help@hallensteins.com

All Gift Card purchases and Shipping fees cannot be refunded.

Any product you've bought from our online store can be returned to any of our retail stores or by sending it back to our warehouse within 365 days of purchase. As with all returns, please make sure the item/s haven't been worn and are in a condition that we can still sell them (that means we need the tags too).

Find a Store

When returning to our NZ Warehouse, the best way is to fill in the Returns Form so we know exactly what you'd like to do. We can refund your purchase or exchange the item/s for something else.

Download NZ Returns Form

Please return to:
Hallenstein Brothers Webshop Returns
7 Kordel Place East Tamaki Auckland
New Zealand

We recommend using a tracked service so you can follow your package on it's way back to us.

Occasionally there are times when we may be out of stock for the new size or colour you are after. If we can't supply your new item/s we'll refund you through your original payment method.


Please note that Laybuy orders must be returned to the NZ Warehouse for a refund as we can't offer exchanges on these and all Gift Card purchases and Shipping fees cannot be refunded.

We don't allow our products to be resold by other retailers at this time. If items are purchased from Hallenstein Brothers for this purpose we're not able to offer returns or exchanges.

It's best to keep your review focused on the product, please get in touch with us if you've got a customer service issue or query.

Contact Us

The best reviews are as detailed as possible about the product (it's also best if it's a product you've owned, used or tried on). Please don't mention any competitors, pricing details, promotions or links to other websites. Unfortunately we can't post any reviews with any abusive words or offensive language so try avoid that too. Please don't include any personal details or anything that identifies you as well.

Yes, we accept Hallensteins credit account cards. To set up your account, please go to www.hallensteins.com/activate-account and follow the steps.

Yes, firstly you'll need to register your gift card first by going to your Account and then registering the gift card.

Go to My Account

Gift Cards can only be used to purchase in the currency that was loaded on to the card. Unfortunately New Zealand Gift Cards cannot be redeemed in AUD or vice versa.

Digital Gift cards are send to the recipients email address. The e-card includes a four digit security pin. Enter the e-card details in the payment step of the checkout to complete your order.

We offer a guest checkout that lets you make your purchase without an account but we recommend creating a password after you've ordered so it's faster for you next time. Creating an account also lets you track your order so it's really easy to see where your package is.

There are a number of ways to find a product on our site. The easiest way is to browse each of our categories from the navigation at the top of site then refine through the filters available in the top left of the page.

If you know exactly what you're after, you can search for a product, brand or category through the Search function at the top of the site. If you can't find what you're after check that the spelling is correct. If you're still not getting any results, get in touch with us and we'll see what we can do.

Once you have added products to your cart, proceed to the checkout. Underneath the items listed in your cart is a discount code box. Enter your discount code and click Apply.

Please note: Discount codes will not apply to Gift Cards.

Just like our retail stores, the price is what it was at the moment you bought it. Keep an eye out for future offers to get the best deal you can next time. Unfortunately we can't refund the difference in these situations

It is possible to change your order once it has been submitted but we need to know ASAP. We aim to ship all orders as soon as we can so we have to act fast to make any changes.

Please contact our delivery team on 0800 245 247 or email web.delivery@hallensteins.co.nz

When you enter your personal information on our website we use Secure Sockets Layer (SSL) technology to protect your information as it is transmitted to us. Where an online retailer uses SSL technology, at the checkout the online retailer serves and your PC encrypts everything that you enter into your computer, such as credit card details, billing and delivery address. When it is encrypted, generally other computers are unable to make sense of it, therefore keeping the information private while it is being transmitted.

Urgent tonight has a flat rate fee of $10 to eligible suburbs.

If you live in Auckland, Wellington or Christchurch, Hallenstein Brothers can deliver in-stock products between 6pm - 9pm on the same day you place your order. This excludes weekends and public holidays.

We recommend selecting a residential address rather than a business, due to the delivery time, and as delivery requires a signature.

To be eligible for urgent tonight you must order before the cut off time.

Auckland: Order by 4pm
Wellington & Christchurch: Order by 12pm

Orders placed after the cut off time will be delivered on the following business day between 6pm and 9pm.

Urgent Tonight can only be delivered to residential addresses. If you require Authority To Leave (ATL) please get in touch with our customer services team immediately after placing the order to ensure this information is relayed to the courier. Unfortunately we can't cover any deliveries that may have been missed due to the order being sent to a business address or nobody being available to receive the order. If you run into any trouble, get in touch with our Customer Services team on 0800 245 247.