Once you’ve completed your online order you will receive an order confirmation e-mail. Please check this carefully to ensure all your details are correct. If any details are incorrect please contact us immediately at (firstname.lastname@example.org).
If you don’t receive an order confirmation e-mail from us within 24 hours of placing your order check your Junk folder in case our emails are going there. We may also have the incorrect email address registered with your name. Please check your account details to ensure your e-mail address has been entered correctly.
If you still cannot see why you haven’t received one please e-mail (email@example.com) and we’ll look into it for you.
Is it safe to order online?
Yes, we are committed to ensuring that your information is secure. In order to prevent unauthorised access or disclosure, we have put in place suitable physical, electronic and managerial procedures to safeguard and secure the information we collect online. Credit card transactions are made through Shopify, a reputable credit card processing company. Customer information is only stored on our secure database and not used for anything other than authorised promotions or internal reference.
How to cancel my online order?
Immediately email us about your cancellation request at (
firstname.lastname@example.org). All cancellation of orders will incur a 4% cancellation fee. We will deduct this charge when we refund your original payment method of the order. Please note that if your order has already been dispatched, we will have to contact NZ Post to return the package to sender. If this is the case, a 4% cancellation fee will still apply and your shipping costs will not be refunded.
What payment methods do you accept?
We accept payment by Visa, Master Card, Amex and Paypal for all online orders.
How do I complete a return?
Items that are wrong in size or colour may be returned in exchange for another item of similar or greater value. You must send your return item(s) in transit within fourteen (14) days of receiving your order. The return must come back in retail quality - unwashed, unworn and with original tags. Please note, that return shipping costs are at the expense of the customer. If your return does not meet our requirements, we will let you know and you will be responsible to pay for the return shipping to receive the garment again.
We are obligated by law to offer you a refund, or store-credit for faulty items. Faulty items must be sent back to Bittersweet, and we will approve the fault before issuing a credit or refund. You will be refunded back to the original payment method of that particular purchase minus shipping & handling.
If you have any questions regarding a return, please email us at (
How do I know what size I am?
We use men's regular sizing, some garments may vary in sizing to others. We do recommend going a size up when looking for a baggier fit. If you are unsure regarding a particular fit or have any questions please contact us at (email@example.com).
How does the currency conversion work?
All orders placed on www.bittersweet.nz will be processed in New Zealand dollars. The currency convertor we have provides you with an estimated cost that is calculated using a currency calculator that is updated daily.
Who am I ordering with?
You will be placing your order with the New Zealand owned business registered as "Bittersweet Creatives Limited". It is trading under the name "Bittersweet Creatives Limited" and this is what will appear on your bank statement. The registered address for the business is 17 Hector Street, Auckland, New Zealand.
Is there a delivery fee?
We offer domestic shipping within New Zealand. This is a standard service that will ship within 3-5 days. Shipping to Australia is a standard shipping service that ships within 3-10 days. Internationally, shipping is a standard shipping service that ships within 3-10 days. To request tracking (at a higher cost) please email us at (firstname.lastname@example.org). With garments being shipped to Canada & Australia, please be aware of customs procedures which at times may delay completion of shipping up to a month.
What Courier Providers do you use?
We use NZ Post to deliver all New Zealand orders and for the rest of the world. To enquire, email (
How am I charged for duties and taxes?
Our international courier provider will charge you the duties and taxes on behalf of the local government. How they will charge you, depends on what country you are in. If you are ordering from the UK for example, you will be sent a letter to request payment of the duties and taxes before the goods will be released to you. If you are ordering from the US for example, you will be charged the duties and taxes after you have received the goods in the form of a letter.
Why am I charged duties and taxes and what are they?
Duties and sales taxes are import charges that are a part of government policy for your country. Your country will dictate the charges that are payable by the consumer when importing foreign goods. Sales Taxes are present in most economies and are generally included in the sale price of an item at your local retail store. When purchasing online, the government collects that tax on the way into the country - the seller has not paid them the sales tax because the state of origin is different from the state of destination. Duties are a government charge for importing goods from a foreign place. These are in place as a disincentive to purchase offshore made goods and encourage local spending. Therefore, this charge is the responsibility of the customer (importer) and not Bittersweet (exporter).