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Store Policies

Customer Care

  • We endevour to provide our customers with quality, uniquely styled products that we are proud of.

  • We endevour to provide each product within the best possible timeframe. Please be aware that there may be a gap between ordering your items and receiving them at times. This is due to the fact that each of our products is individually hand crafted as it is ordered, unless otherwise stated. 

  • We endevour to respond to any enquiries in a timely manner and commit to resolving any issues with urgency and complete transparency.

  • We endevour to protect your privacy at all times. We treat all information received from you as proprietary and for the purposes of benefiting our partnership.

Privacy & Safety

  • PokePiece NZ abides by the Information Privacy Principles contained in the Privacy Act 1993, and recognises that the privacy of your personal information is important.  ​

  • What information do we collect? 

  • PokePiece NZ collects information from you when you fill out a form. When ordering or registering on our site, as appropriate, you may be asked to enter your: name or e-mail address. You may, however, visit our site anonymously.

  • What do we use your information for?

  • Any of the information we collect from you may be used in one of the following ways:

    • to obtain feedback on a Product you have ordered

    • to contact you as part of the transaction process when placing an order

    • to investigate any complaints relating to the misuse of the Website, Product or Service

    • to send you periodic emails that you have subscribed to through your nominated email address

  • Unsubscribe Policy

  • Please note that we strive to only send e-mail to those who want to receive it. If you would not like to receive future e-mails from us, please use the 'unsubscribe' link located at the bottom of our email communications

  • How we protect your information?

  • PokePiece NZ implements a variety of security measures to maintain the safety of your personal information when you enter, submit, or access your personal information.

  • Payments are processed through a secure payment portal. Any credit card details stored for payments are done so via the portal and no credit card information is stored by us.

  • Do we use cookies?

  • PokePIece NZ uses cookies in order to help provide a customized user experience.

  • Do we disclose any information to third parties?

  • PokePiece NZ do not sell, rent, loan, trade, or lease the addresses on our lists to anyone. In addition, we configure our email software to refuse to divulge the email addresses of our list subscribers to anyone but authorized PokePiece NZ staff.  This may exclude trusted third parties who assist us in operating our website, conducting our business, or servicing you, so long as those parties agree to keep this information confidential.

  • Your Consent.

  • By using our site, you consent to our conditions of use.

  • Contact Us.

  • You can contact us via the contact page on our website or by direct email to: pokepiece.collective@gmail.com

Shipping Policy

  • Shipping Locations

  • We ship domestically within New Zealand only.

  • Order Processing Time

  • We aim to process all orders within two business days.

  • Please note, orders placed on a public holiday or over the weekend will be processed on the following business day / Monday. 

  • Packaging and Handling

  • As collectors ourselves, we are well aware that good packaging makes all the difference. Whether it be a single card or a multi item shipment, we pack to protect and secure.

  • Appropriate boxing and packing materials are used - every time - to ensure purchases arrive safely and in excellent condition

  • Shipping Methods:

  • All orders are shipped by Courier with tracking available on request.

  • FREE Pickup is available from our Stratford store during opening hours.

  • Delays / Lost Parcels

  • If you have not received your parcel within 7 business days, please contact us for assistance. We will initiate an investigation to resolve the issue.

  • Damaged Parcels

  • If your parcel arrives damaged, please contact us within 72 hours. We will initiate an investigation in order to offer the best solution.

Returns & Refunds

  • Damages / Issues

  • While unfortunate, product breakages and damages sometimes occur. In the event that your item/s arrive damaged, we are here to help.

    • Please inspect your order upon receipt and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.​

    • If a product is damaged on delivery, you should refuse to take receipt of that product and notify us through our contact page.  We’ll arrange a replacement or a refund at the earliest convenience.

    • ​If you notice damage to a product after you have taken possession of the product, please notify us within 7 days of delivery via direct email or our contact page.  Include any photos/images with your notification that may help speed the process up.

    • We will initiate an investigation and work with you to return the item.

    • To be eligible for a refund, your item must be in the same condition that you received it, unused, and in its original packaging with all pieces included. 

  • Refunds

  • We will notify you once we've received and inspected your return, and let you know if the refund was approved or not. If approved, you'll be automatically refunded to your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.

  • Change of mind returns

  • Please choose your items carefully as refunds are not available for change of mind returns on any TCG products.

  • Exceptions/non-returnable items

  • Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalised items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item. Unfortunately, we cannot accept returns on sale items or gift cards.

  • Shipping  cost of returns

  • PokePiece NZ will cover the costs relating to damaged in transit / faulty products.

  • You are responsible for the shipping costs of any other returns.

Preorder Information

  • All preorders will be marked clearly and the purchase button on the products page will also identify it as a Preorder.

  • Paying For Preorders

  • Due to demand, payment for preorders is required upfront to secure your item.  

  • All usual payment methods are available to make payment.

  • Receiving Your Preorder

  • Release dates are listed on the product page. These dates are estimates and may change due to unforeseen international shipping and NZ Customs delays. 

  • We will communicate any delays via Email and/or Social Media channels.

  • All preorders will be shipped on release date - or as soon as the item is received from the supplier if delayed.

  • Supplier Cancellations & Stock Shortages

  • In rare cases, suppliers may cancel or reduce allocations due for various reasons. If we cannot supply your preordered item, you will receive a full refund, including shipping, with no additional fees.

  • Canceling A Preorder

  • Our refund policy applies to preorders as well. Please review it for more information.

  • General Information on preorders

    • If your delivery address changes after placing a preorder, please contact us as soon as possible to update your order.

    • Orders containing both preorder and in-stock items will be shipped together once all items are available. To receive in-stock items sooner, please place a separate order for them.​

    • We strive to provide accurate photos and descriptions, however, final products may vary from initial previews/prototypes.

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