If for any reason you are not completely satisfied with any of the items, you can simply return them on the spot and a refund or exchange will be initiated immediately. For full details on our refund policy click here.
We will keep your order in store for 10 days from when we send the email informing you that the item is ready to collect. If you do not collect your order within this time we will cancel your order and process a refund. This may take up to 5 days to be processed.
If you have any further queries feel free to email us on email@example.com, or give our friendly customer service team a call on 0800 245 247 from within New Zealand and +64 9 306 7871 internationally.
By providing your email address and submitting via the ‘Sign up’ button you consent to receive email communications from Hallenstein Brothers.
By providing your email address and submitting via the ‘Sign up’ button you confirm you are the authorised owner/user of the email address 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.
We are here to help you with any query you may have. Please contact us below or click here to contact your nearest Hallensteins store. If you wish to contact us by phone, please call NZ: 0800 245 247 // AU: 1800 231 249 // US: 0855 975 1414 Our Customer Service Centre hours are Monday to Friday, 9am - 5pm (NZ), 5pm - 1am (EDT).
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 firstname.lastname@example.org. They will sort it out for you as quickly as possible.
Yes, it is possible to change your delivery address once your order has been submitted, however you will need to do this quickly after you place your order. Please send an email to our Dispatch team on email@example.com with the new address, or phone 0800 245 247.
Yes, we ship internationally to Australia, the South Pacific, East Asia, North America, the UK and Europe.
New Zealand: Free on orders over $40, $5 on orders under $40
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 destination. Get in touch with our customer service team to verify these.
We ship all international orders via DHL. All orders will be printed with 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.
Please note that customs or import duties may be charged when the order reaches it's destination country. These must be paid by the recipient. We have no control over these charges and cannot predict what they may be.
Customs policies and charges will vary from country to country. We'd recommend contacting your local customs office for further information.
As soon as your order has been dispatched from our Distribution Centre, you will be sent an email confirmation to let you know that it's on it's way.
Once we have sent out the email to let you know it has been shipped, you can track the order by going to the Courier Post website: www.courierpost.co.nz/
We want all our customers to receive top quality product, so if you think there is a fault with an item you have received, let us know straight away by contacting our delivery team on 0800 245 247 or by emailing firstname.lastname@example.org.
We will aim to resolve any issues with a faulty item as quickly as possible, but we need to know as soon as you discover the fault.
Please include as many details as possible about the order and the fault, and we will either replace or refund as soon as possible.
Sometimes, due to circumstances beyond our control we may not be able to fully supply all items that you ordered. When this happens we will send you an email notification to let you know that there will be items missing from your order. You will not be charged for items that are not sent.
Please check your packing slip - this will show all items that should have been delivered. If what you have received does not match the packing slip, please contact our Deliveries team on 0800 245 247 or by emailing email@example.com
New Zealand: We use a signature required service with Courier Post and Pace. 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.
International: All international orders 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.
You can opt out of receiving promotional communications by clicking unsubscribe in the body of the email. Alternatively you can contact our Web Administration on firstname.lastname@example.org. If contacting our Web Administration 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.
Following placing an order you will receive an order confirmation via email, after which the system will preauthorize your credit card. If your credit card fails you will be sent an automated invalid email which will contain a link to your shopping cart for you to either replace or repay your order. This will continue to loop until your credit card has been authorized. It is not until your order has been authorized that your validation email will be sent.
Alternatively, you may have spelt your email address incorrectly, given an email address that does not exist or your spam filter may have blocked the message.
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 email updates with promotional information, 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.
If for any reason you are not completely satisfied with any of the items, you can simply return them on to your nearest store for a refund or exchange. For full details on our refund policy click here.
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.
Our system automatically suspends orders as a security precaution to protect not only ourselves, but our customers from fraudulent activity. In the event that your order is suspended, we may request you to send through ID verification before we can approve it. To protect your privacy, you’re more than welcome to cover sensitive details such as your date of birth, ID number, and expiry date on your ID.
You can exchange any product you buy from our online store at any of our retail stores or by sending the product back to our distribution centre. Please include detailed instructions stating what you would like to exchange the product/s for. Occasionally there are times when the online store may be out of stock for the new size and colour you are after, in this situation you will be refunded.
For New Zealand and international returns, excluding Australia and the USA, the address for our distribution centre is:
Webshop Returns 7 Kordel Place East Tamaki Auckland 2013
Please note that items purchased in store will have to be taken to a store and cannot be received by our distribution centre. If you are an Australian or USA customer please note that we are unable to offer exchanges, all returns will be automatically refunded. If you wish to get new sizes/ colours you will need to place a new order.
Yes. You can return or exchange an item that you have bought at our online store at any of our retail stores if the item has not been worn, is in a saleable condition, you still have the tags, and you have kept your proof of purchase.
Our Quality Control team inspect every delivery into Hallensteins to ensure that the products you receive meet our high quality standards. However, if you do receive a product that is faulty, please contact our team at email@example.com or by phone on 0800 245 247 to arrange a free return delivery and an exchange or refund. You may also take the product into any of our retail stores to receive an exchange or refund.
We understand that buying clothing online can be tricky as you've never felt the product or tried it on. That's why we have a lenient returns policy that allows you to get a full refund for any products that you're not happy with. Shipping fees will not be refunded.
If for any reason you are not completely satisfied with any product, please return it to us in the original condition within 365 days of receipt and we will replace it where possible or refund your purchase price using the original payment method.*
If you are an Australian or USA customer please note that we are unable to offer exchanges, all returns will be automatically refunded. If you wish to get new sizes/ colours you will need to place a new order. We have warehouses set up to process returns in both Australia and the USA. To return items here, please download the appropriate returns form below. The address for each warehouse is printed on the form.
Click here to download the Australian returns form
If you are sending your parcel back to us, please send it via a tracked courier service. Hallenstein Brothers is not liable for returns lost in transit.
*We do not allow our products to be resold by retailers. If items are purchased from Hallenstein Brothers for this purpose, our returns policy will not apply and we will not offer a refund or exchange.
Postage charges on returns are not refundable. However, if you are returning an item for exchange (i.e. the same style is being changed for a different size or colour), you are not required to pay for the delivery of the new product coming back to you.
Keep the review focused on the product.
Please contact us directly if there is a customer service issue or query you wish to discuss. Email us: firstname.lastname@example.org
Be as detailed as possible about our product
We prefer you review items you have owned, used or tried on.
We will not publish your review if any abusive or offensive language is used
Refrain from mentioning competitors, pricing details, promotions or include links to other websites.
Do not include any personal details or identifiable information
No, we do have a guest checkout that will not save your details. However setting up an account will allow you to order without having to fill in your details every time you shop with us, and will give you benefits such as order tracking, regular newsletters, and exclusive discounts and special offers.
You can sign up right now, or you can start shopping straight away and set your account up when you check out, which ever suits you best.
Just follow the easy steps on screen and remember to have your payment and address details to hand.
There are a number of ways you can search for a product until you find exactly what you're looking for.
The most relaxing way to shop with us is to browse through the categories in the top navigation and then refine what you're looking for using the filtering options in the left hand navigation.
Alternatively, if you know exactly what you're after, just type in the product into our search facility (in the top right of the website) and we will find everything related to your specific search.
Once you've found what you want, click 'Add To Cart', and when you're done shopping, follow the on screen instructions to fill in your payment and delivery details.
We're really quick at picking, packing, and processing your order to make sure you receive it ASAP. This means you are unable to cancel or amend an order once you have placed it. All online orders can be returned within 365 days by sending them back to our Distribution Centre, or by taking them into one of our stores.
Central Park French Bay
Goodward Heights AK
Half Moon Bay
Mairangi Bay (Res)
Mairangi Bay (Ind)
Mt Eden Cityend
Mt Eden South
One Tree Hill
St Marys Bay
West Harbour Weymouth
Whenuapai Air Force
North New Brighton
South New Brighton
St Andrews Hill
Waltham Rd 1-141
Bnt Lower Hutt
Hutt Rd Petone
Makara Rd 1- 129
Moonshine Rd 0-1000
Upper Hutt Nth
Upper Hutt Rural
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.
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. We are not liable for any deliveries that may be missed due to the order being sent to a business address or the recipient not being available to receive the order. If you have any issues please get in touch with our customer services team.