Frequently Asked Questions
Do you have a size guide?
Yes we do - All sizes are displayed in the ‘Sizing guide’ tab for each individual product. For more information on sizing check out our Size charts.
What currency are your products displayed in?
All prices are shown in New Zealand dollars.
How do I contact customer service?
You can chat with us LIVE online via our Contact Us Page, just click ‘CHAT’
Call us on 0800 421 926 during the hours of 11:00am – 7:00pm NZST.
How do I place an order?
Once you have found all the items you wish to purchase and added them all to your cart, click ‘CHECKOUT’ in the top right hand corner when you’re ready to finalise your purchase. At this point that you can either:
- login for a faster checkout process if you’re an existing member, or
- complete the purchase and become a member by clicking the ‘Create an Account’ checkbox on the checkout page (which means next time you can just login and not have to fill out your details), or complete the purchase as a guest.
Please note you will need your credit card or PayPal details and your billing address to finalise your purchase.
Delivery & Tracking:
How do I track my order?
Don’t panic. You can keep track of your order at all times in the My Account section of the site by clicking on the Tracking Number. If your order has not arrived within a few days (5 days for remote and NZ orders), or there seems to be an issue with your Tracking Number please contact our Customer Service team and we’ll follow it up for you.
If you have your tracking number, you can track the whereabouts of your order through Australia Post.
Do you deliver to PO Boxes?
Yup! We do
What happens if my order arrives and i'm not home?
If no one is available to sign for the goods, the parcel will be delivered to your local post office for pick up.
We recommend sending to an address where there is someone in attendance during business hours – that way you’re sure to get them as soon as possible and you won’t need to do any of the running around!
When will my order arrive?
We aim to have all orders received before 5pm NZST shipped the same day(Public Australian and Victorian holidays) and you will receive email notification confirming when your order ships with a tracking number.
Orders may take 5-8 days to arrive.
For fragile, bulky, or heavy items or items shipped to remote locations, shipping prices and times may differ.
Do you charge for shipping?
A $9.95 shipping and handling fee will be charged for all orders of less than $100.
Orders over the value of $100 or more will receive free standard shipping. Orders placed before 5:00pm NZST and over $100 in value will be shipped free standard and should be received within 5-8 business days. This service can take longer to some remote rural areas.
(*For fragile, bulky, or heavy items, the shipping price may differ. In these circumstances our customer service team will contact you prior to your order being dispatched, giving you the opportunity to confirm the delivery price.)
Which countries do you ship to?
Currently we only ship to New Zealand.
Returns & Warranty:
In addition to your legal rights, we allow a refund or exchange for all goods (excluding promotional goods) returned within 30 days of purchase if the goods (including all tags, labels and packaging), are unused, unworn and undamaged provided you have proof of purchase and have complied with the conditions of sale. If goods are purchased between 1st December and 25th December, we will allow a refund or exchange of those goods if returned by 26 January the following year if the goods (including all tags, labels and packaging), are unused, unworn and undamaged provided you have proof of purchase and have complied with the conditions of sale.
Some of our goods come with a guarantee or warranty from the manufacturer against defects. Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure. We will assess a warranty claim in accordance with your legal rights, upon receipt of a proof of purchase and inspection of the returned good.
To make a return or warranty claim, return the good to your place of purchase or contact our Customer Service team for assistance by either heading to the Contact Us page and one of our Customer Service team will respond as soon as possible or, you can call our Customer Service team on 0800 421 926 during the hours of 11:00am - 7:00pm NZST Monday-Friday (excludes national public holidays).
It is a condition of sale that goods are not resold for commercial purposes and that goods are returned to the country from which they were purchased.
Roxy Online Store Returns
Supply Chain Solutions c/o Boardriders
11 Timberly Road
How long can you hold an in-store pick up?
In-Store Pick Up orders must be collected within 14 days from the date you are notified via email that your order is ready for collection.
You will be contacted prior to this date as a reminder collection is available. If your order is not collected during this time we reserve the right to cancel the order and process a refund back to your original payment method.
If you need more time to collect an In-Store Pick Up order, please contact Customer Service prior to the 14 day pick-up window ending. Note, if you elect to have the order re-delivered to your home a delivery fee may apply
Can someone else collect my in-store purchase?
If you are not personally available to collect an In-Store Pick Up order you can nominate someone else to pick up the order however you will need to contact our customer service team in advance to arrange this. The person collecting the order will need to provide a copy of your In-Store Pick Up notification email and photo identification at the time of collection.
What should I bring for an in-store pick up order?
You will need to show photo Identification (such as a drivers’ licence) and your In-Store Pick Up notification email (printed or via your mobile) to collect an In-Store Pick Up order.
When can I pick up an in-store order?
We will contact you via email when your In-Store Pick Up order is available for collection.
The order is being dispatched from the warehouse so please allow 5-8 business days before you go in store to pick up.
Collection times for In-Store Pick Up orders may be delayed during peak trading periods or where item/s are not available and need to be transferred from another location.
Can I cancel an in-store pick up?
If you would like to make any changes to an In-Store Pick Up order, please contact customer service as the order may already be on its way.
Can I pick up my order in-store?
In-Store Pick Up is available for selected items only(this includes selected sale and promo items).
We reserve the right to exclude any items from this option.
If an item is available, it will be noted on the item’s product page.
It’s free when your cart value is $50, for any orders under $50.00 it is $5.00
How do I know if my order is processed?
When you place an order with us, you will receive an Order Confirmation – this will be sent to the email address used to log in or the email address provided when checking out.
The Order Confirmation will include an individual Order Number and details of your order. If you notice a discrepancy on your Order Confirmation please notify us to ensure corrections can be made. Please reference the Individual Order Number in the subject line of your email.
I have a problem with my order
If you have any issues with your order, no matter if its large or small, please contact our Customer Service team on 0800 421 926 during the hours of 11:00am – 7:00pm NZST, or go to our Contact Us page which has all the contact details you may need.
Can I cancel an order?
Our orders are processed and shipped fast, so contact Customer Service on 0800 421 926 straight away and we’ll do our best to stop the order going out. If your order has been sent to you and you need to return it.
Opening an Account
Opening an account on Roxy is easy. To register your information, simply click Login or follow the prompts when placing an online order. Opening an account offers you a safe and convenient way to shop, check your order status, and receive emails about your order.
Managing an Account
It's easy to update your account online. Simply click Login to access your personal information.
Do prices include GST?
Yes - all prices are displayed in New Zealand Dollars, including GST.
How secure is my credit card and personal information?
We are strongly committed to protecting your privacy and providing a safe and secure online experience for all users and subscribers while offering the highest quality user experience to them. We have taken measures to ensure that your credit card and personal details are kept safe at all times.
Pages that require your personal information or payment details to be entered are secure, using High Grade 256 bit encryption. There will be a padlock icon in your browser which verifies the authenticity and validity of our website security. If you’re unsure, double check the padlock icon is visible in your browser window.
How do I pay online?
We accept payment via VISA, MasterCard and American Express Credit Cards.
We also accept EGift Cards and payments made via your PayPal account.
Where is my invoice?
The Tax Invoice received with your goods is the ideal Proof of Purchase however in the event that you have misplaced this Tax Invoice, a copy of your Tax invoice can be emailed to you again from the My Account section of the website.
What if an item i'm looking for is no longer available online?
Unfortunately some items do sell out quickly, especially when part of an exclusive range, so if you’ve seen something you absolutely must have - be sure to snap it up!
Do you have something you'd like to share with us, or a question that calls for our attention? Call or chat with one of our representatives.
0800 421 926
11:00am – 7:00pm NZST Monday – Friday
*Closed Weekends and all National Public Holidays
Get immediate answers to our most frequently asked questions.