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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

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

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

How do I change my email address?

If you would like to change your email address for your account, send us an email to 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 $69 (including GST): FREE delivery (excluding Signature required)

Orders less than $69 (including GST): $8.00 per order ($9 per signature required order). Rural delivery will incur an additional $3 charge.

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. Please contact Courier Post on 0800 268 743.

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

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
53 Hunua Road
Auckland 2110

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.

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 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.

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, Afterpay 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 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.

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 and order, you will be charged the full amount. You should see this on your statement withing 24 hours. If we can’t fulfil an item in your order, we will process a refund for the item/s. The refund should show up in your account in up to 5 working days.

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 Our contact hours are Monday – Friday 8am to 3.30pm

What is ​3D Secure Authentication At Checkout?

3D Secure is an additional layer of security to make online shopping transactions safer, by authenticating your identity at the time of purchase. It’s provided by Visa as 'Verified by Visa', and by Mastercard as 'Mastercard SecureCode'.

3D Secure adds an additional step to the authentication of online payments. In order to complete a transaction using a credit or debit card, you may be asked to provide additional proof of identity, such as a password or other information known only to you. Control over what details are needed to verify the cardholder sits with the issuing bank for the card used.

Failed authentications

In some cases, a legitimate order may fail authorisation during the payment process, or you may back out of the transaction without completing it which will result in a failed authentication. In this case, you should contact the bank that issued their card. This is because 3D Secure is taken as proof the true cardholder made the transaction, and therefore the risk for fraud ordinarily falls back to the card issuing bank.

What buy now, pay later services are available?

You can buy now and pay later using Laybuy, Klarna or Afterpay.

How do I use Laybuy?

Laybuy services are unavailable until further notice. You can find more information about Laybuy here.

How do I use Afterpay?

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.

You can find more information about Afterpay here.

How do I use Klarna?

Add your items to your cart and proceed to checkout. Once you have entered in your contact details, select Klarna as your payment option.

Payments are collected fortnightly from the debit or credit card you provide at the time of purchase. All scheduled payments are communicated to you by email and you can review your purchases, or sign up, by logging in at

What is the process?

1. Place your order online and select Click and Collect as your delivery method at checkout.

2. You will receive a confirmation email of your click & collect order.

3. You will receive a second email when your order is ready to be collected from your chosen store. Estimated delivery time is up to 10 working days.

4. Once you receive your email notifying you that your order is ready for pick up, simply head into store with your order confirmation and pick up your order. Please make sure you bring photo I.D that matches the name on your order.

How much does Click and Collect cost?

For orders $30 and over Click and Collect is free. For orders under $30, there is a $2 processing fee.

Do I get a refund if I don't collect my order?

If you can't collect your order for any reason, please email us at to let our customer service team know. If you haven't collected within 14 days of receiving your collection email your order will be cancelled and a refund issued back to your original payment method, less the $2 Click and Collect processing fee (if charged).

How long do you keep my order for?

We keep all orders in-store for 14 days. After this time, your order will be cancelled and a refund issued back to your original payment method.

Refunds are processed within 7 business days. Orders under $30 are not refunded the $2 processing fee.

Can I change an item once I've placed my order?

Once you've received a confirmation email after placing an order no items can be changed.

I don't want to collect this from store anymore, can I change my order to delivery ?

No changes can be made once you have selected Click & Collect.

How do I return an item I no longer want?

Return in store as normal, using the invoice slip you have received when collecting your order. More information on returns can be found here.

Do I need to bring anything with me when I collect my order?

Please bring the confirmation email on your phone or note down the order number you have received on your email. Please also bring photo ID (driver's licence, passport, Hospitality NZ 18+ card, student ID card).