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Frequently Asked Questions

When I type in my email address the site won't let me log in?

Please ensure that your internet browser security settings are set to 'medium', if they are set to high then they can sometimes interfere with our website.

If this doesn't work you can email us at info@postie.co.nz.

I forgot my password – how can I reset it?

If you have an online profile and have forgotten your password you can click the 'Forgot Password' link and a new password will be emailed to you.

I get emails from you but cannot log in, why?

If you are on our mailing list you will receive email communications from us, however this does not mean that we have set up an online account for you. With a number of security protocols to go through this is something you must do yourself. You can create an online profile by clicking on the 'Log In' link at the top right of our home page.

If I get emails and then create a login will I have more than one account?

If you join Postie using an email address which is already subscribed to our mailing list, we will merge this information so you only receive one copy of any email communications. We will not duplicate an account.

If I create an online account what happens to my store account?

When you create the link to your store account in the online profile, we then manually link them so all transactions are held on the one account. If you do not link the accounts then you will have 2 accounts. If you believe this might be the case for you then email us at info@postie.co.nz.

How do I create an account?

You can create an account with us by clicking on the ‘Join Now’ link at the top of the page and filling in the form with your details. You can also create an account with us at checkout when placing your order. Or you can click here to create an account now.

How can I update my account details?

You can change your details by signing in via the Login page found at the top of the page and updating your details or send us an email to info@postie.co.nz.

How do I change my email address?

If you would like to change your email address for your account, send us an email to info@postie.co.nz with the details of the changes required.

What information do I need to supply you with to change my details?

You will need to supply your loyalty card number (on the reverse of the card) your name, email address and phone number along with your new contact details.

How long will it take the updated details to appear in store?

We update details sent to us within 48 hours. It takes a further 24 hours to roll out through our computer systems to the stores.

How much does shipping cost?

All orders over $60 (including GST): FREE delivery

Orders less than $60 (including GST): $6.00 per order

How long will my order take to arrive?

When you place your order before 3pm on any business day you can expect delivery within:

  • North Island - 2 - 5 business days
  • South Island - 3 - 6 business days

If you place your order after 3pm on a business day or on the weekend/ public holiday, you can expect delivery within:

  • 3 - 6 business days from placing your order

For rural delivery outside of metropolitan areas, please allow an extra 2 – 3 days for delivery.

What delivery service does Postie use?

All our online orders are delivered using Courier Post Couriers and require a signature for each package. If no one is available at the address to sign for the package, Courier Post will leave a ‘card to call’. Please contact Courier Post on 0800 268 743 to arrange re-delivery.

Do you deliver to PO Boxes?

We can now deliver to PO Boxes, Private Bags or Parcel Pods with Courier Post.

Do you ship to international addresses?

Currently we only ship within New Zealand.

How can I track my order?

Once your order has been dispatched from our Distribution Centre, you’ll receive an email letting you know it’s on the way. This email will have a Track & Track reference number that you can use to track your package here https://www.courierpost.co.nz/track/track-and-trace

How do I return or exchange an item?

If you’re unhappy with your purchase for any reason we will happily exchange or refund the item, providing it is in its original condition with tags attached and is accompanied by proof of purchase. You may return or exchange the item in any of our stores nationwide within 14 days of receiving your order.


We also accept returns via mail at:


Attn: Webstore Returns
Postie Papakura
135 Great South Road
Papakura
Auckland 1703


We are currently unable to process exchanges via post, so please take items you’d like to exchange into a store. Alternatively you can return your items via post and then re-order online.


See full details of our Returns Policy.

Is there a cost if I decide to return my item via mail?

If you decide to return your purchase to us via post or courier you will need to pay the postage costs. These will vary depending on the size of the item and your location. We’ll notify you via email as soon as we receive your return.

Will my refund include shipping charges?

If you change your mind about a purchase for any reason we will happily refund you the purchase price of the item, excluding the shipping costs. However, if we make a mistake and the item you receive is not what you ordered, or you receive a faulty item, then we’ll refund you the shipping costs as well. If this is the case please contact us at info@postie.co.nz and we’ll get it sorted for you.

​I just purchased something but it is now on special, can I get a refund on the difference?

As an online business we act much faster in adjusting our prices in response to fashion trends and stock levels so we cannot give a refund on the difference this time. If you miss out on a sale or promo, don't worry, there will be another one soon!

How do I search for a product online?

You can search for a product using the search bar located on the top right hand corner of every page or by browsing categories.

The item I’ve seen online no longer seems to be in stock?

Our most popular items do tend to sell out quickly online. If the item you are after is out of stock, please visit or contact your local store to see if the item is still available in one of our stores.


Find your nearest Postie store by visiting the Store Locator section of our site.

Do I need to create a Postie account to shop online?

No, you can check out as a guest when shopping online, but we do recommend creating an account, as you’ll be able to shop without having to fill in your details every time you shop with us. You’ll also be able to take advantage of the Postie Rewards programme and be rewarded when you shop online or in-store.

You can find out more about our Rewards programme here. https://www.postie.co.nz/rewards

How do I remove an item from my shopping cart?

To remove an item from your cart, simply use the minus (-) icon, or the bin icon next to each item in your cart. You can also adjust the quantity to zero in the entry field.

How long will items remain in my cart, and will they still be available if I complete the order later?

Any items placed in your cart when you are logged in will remain in your cart for 59 minutes. Unfortunately when you add items to your cart, this does not mean they are reserved. The items will be available for anyone to purchase until they have been checked out and purchased. If you complete the order after this time some of the items may not be available.

How can I pay for my online order?

We accept the following payment types online: Credit or Debit Card (Visa, MasterCard), Laybuy and Postie Gift Cards.

Are my credit or debit card details saved?

We don’t store any of your credit or debit card details. When you shop online with Postie+ we use SSL (Secure Sockets Layer) technology to encrypt all personal information, such as credit card details and addresses to protect your privacy.

We use a secure Hosted Payment page solution from DPS (Direct Payment Solutions) to process online transactions.

How can I change or cancel my order?

Once you’ve placed your order we try to get it packaged and shipped quickly so we're generally not able to amend your order. You’ll need to wait until your order arrives and then return or exchange any unwanted items.

If you need to amend your delivery address, email us at info@postie.co.nz and if it’s not too late we’ll update this for you. Our contact hours are Monday – Friday 8am to 3.30pm.

For more information on returning or exchanging an item please read our Returns Policy. https://www.postie.co.nz/returns-and-delivery

How long does it take to get an order dispatched?

When you place your order before 3pm on any business day you can expect delivery within:


  • North Island - 2 - 4 business days
  • South Island - 3 - 5 business days


If you place your order after 3pm on a business day or on the weekend/ public holiday, you can expect delivery within:

  • 3 - 5 business days from placing your order


For rural delivery outside of metropolitan areas, please allow an extra 2 – 3 days for delivery.

When will I be charged for my order?

When you make an order your bank will place a hold on the full amount of your order, but we will only charge your card once we’re about to dispatch it.

This is called preauthorisation and is standard practice when funds are transferred electronically. On your statement online this will look like a withdrawal for the order amount. If we can’t fulfil an item in your order, you won’t be charged for it. The preauthorisation should automatically drop off within 5 – 7 working days of when you originally placed your order.

What happens if Postie cannot supply an item I have ordered?

Sometimes an item you’ve ordered may have been ordered by other people at the same time, which means we don’t have it in-stock. If we are unable to source the item you will not be charged for it.

Why has my order been cancelled?

If all of the items you’ve ordered are out of stock, then your order will be cancelled and you will not be charged.

An order may also be cancelled if your credit or debit card has declined when we dispatch your order.

If you have any questions about the cancellation of your order please contact us at info@postie.co.nz. Our contact hours are Monday – Friday 8am to 3.30pm

How do I sign up?

Just continue to checkout and select Laybuy as your payment option and this will step you through the process. Alternatively, you can visit Laybuy to create your account by clicking here.

Who can use Laybuy?

Laybuy is available to any individuals that live in New Zealand and are at least 18 years old. However, before you can use Laybuy you need to provide your full name, residential address, email address and your mobile number for them to do a credit check/verification. You will also need a New Zealand debit or credit card so that they can deduct the weekly payments.

How is my limit approved?

Your limit is assigned through the Laybuy instant credit check upon sign up. If you don't have a credit score, Laybuy will assign you with $120.

How do I return my Laybuy order?

Returns can be made by bringing your items into any of our Postie stores (our normal returns conditions apply). Our staff will then process your refund directly through the Laybuy platform and your payment schedule will be adjusted or cancelled to reflect the refunded amount. For further information regarding refunds via Laybuy please visit Laybuy by clicking here.

How does Laybuy works?

Find full details here.

How do I sign up?

Add your items to your cart and proceed to checkout. Once you have entered in your contact details, select Afterpay as your payment option or click here to create your account

Who can use Afterpay?

Afterpay is available for consumers over 18 years of age, is a New Zealand resident and must have a valid debit or credit card.

How is my limit approved?

This is controlled by Afterpay and is based on their credit rating system. As such, it could vary and grow or shrink based on your prior repayments and credit rating at the time of each order.

Are there setup fees or late fees?

No, there are no setup fees. There are late payment fee's as explained on their site here.

Is Afterpay available in store?

Yes, we offer Afterpay in all of our stores.

How can I contact Afterpay?

Afterpay can be contacted directly by clicking here.