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Help Centre

Hallensteins is here to help! Just ask us a question below or contact us direct and we'll have you sorted in no time!


An item in my order is incorrect

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 They will sort it out for you as quickly as possible.

Can I change the delivery address for an order that I have already submitted?

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 with the new address, or phone 0800 245 247.

Can I deliver to a P.O. Box

Unfortunately no.  We use courier post to deliver our orders and they will only deliver to physical addresses.

Can I ship to an international address?

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

Delivery Charges:

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: $20

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.

Has my order been shipped out yet?

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:

How long will my order take to arrive?

Once you have received an email informing you that your order has been shipped:

New Zealand: Allow 1 to 3 working days 
Australia: Allow 4 working days 
Rest of World: Allow up to 10 working days

Usually orders are shipped out within 24 hours, but sometimes they may be held up for a little longer if we need to pull stock to complete your order back from store.

How much does delivery cost?

  • Orders to New Zealand: FREE on orders over $40, $5 on orders under $40
  • Orders to Australia: FREE on orders over $50, $10 on orders under $50
  • Orders to USA: FREE on orders over $100, $20 on orders under $100
  • Rest of the world: $20

I have received a faulty item

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 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.

My Order status is suspended, what does this mean?

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.

One or more items is missing from my order

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