FAQ's

FAQs

Here are a few common questions answered below, if you have another question, please give our friendly team a call on P: 03 3148867 during business hours, or email us E: info@pukekojunction.com

How long will it take to get a response to my email inquiry?

We aim to reply within 24 hours, but ideally you will hear from us within a couple of hours.

How can I track the status of my order?

You can check the status of your current order by logging in and clicking on ‘account history’ for all the details. 

How long will it take to receive my order?

We aim to get your order out the next day, if it is in stock.  Our courier company aims for you to receive your item/s overnight, however we suggest you allow two days. If you are a rural delivery, please allow for two more days. All parcels are track and traced. We will send you your tracking number so you will be able to log in to follow its progress if applicable.

Can I cancel an order?

If you place an order in error, please call us straight away. Provided we haven’t already processed and shipped it, we can stop the order in our system. If your order has been processed then you'll need to return the item. Check out our Returns & Refunds section for how to do this.

How do I exchange an item?

As soon as you realise that you would like to exchange your size/item, email us E: info@pukekojunction.com or call us on P: 03 3148867 to advise us of your request. This gives us the opportunity to reserve your items for you or to order them in.  In some cases you may be able to exchange them at our Store, if it is in stock.  Please contact us first.  (NB Wine cannot be exchanged/refunded unless faulty)

Can I return an online purchase to your retail store?

Please phone or email us first!  We will give you instructions on the most convenient way to return your item.

How long will it take to refund me once you have received my unwanted item/s?

We will process your refund within 3 days after receiving your goods. We refund to the same platform you buy from. This can take up to five days in some cases, depending on your banking provider.

What should I do if my item is faulty?

No problem.  We can either repair, exchange or credit your item. You are covered by the Consumer Guarantees Act.  However the supplier has the right to assess the product and then make a decision as to whether it is faulty, can be repaired or is due to wear and tear. Their decision is final. Any claims on wear and tear are not valid over 30 days.  Please provide photos and details as soon as possible.

How do I return an item that doesn't fit or is not what I thought it would be or that I've changed my mind about?

We are unable to refund/exchange Wine unless there is a fault. For clothing and other products, we are happy to exchange your item, do a credit note or refund your money should this be the case. Make sure all tags are still on and the item hasn’t been worn or damaged.  Items must be returned within 10 days.  Refunds are made through the same payment provider the original purchase was made through (ie Credit Card, Direct Debit, PayPal etc)

Can I change a size?

Return the item/s to us in a track and traceable bag, along with a Return Addressed prepaid bag (to your address) to Pukeko Junction Wine Shop & Gallery 458 Ashworths Road, RD 1, Amberley, 7481.   Email us at info@pukekojunction.com and let us know you are exchanging a size so we can hold/order it for you.  Some items sell out, if this is the case, you will have the option of receiving another similar item in your size, (ie different colour), a credit note, or a refund.

If I forget my password, how can I retrieve it?

You can reset your password easily by clicking on 'Sign In' at the top of any page and then clicking on the 'Forgotten your password?' link.

Is your Online Store safe?

We understand that you are concerned about website safety and credit card safety and we want you to feel safe buying online with us. Please read our Privacy Policy. We hope this gives you peace of mind that your online shopping with us is both safe and secure.

What methods of payment are accepted?

The payment options available are Visa, MasterCard, PayPal,  (internet banking and other methods will be added to the site soon).

Can I return a sale or reduced item?

Sorry, we can't credit a sale or promo reduced item/s, however we will stand by our responsibilities under the Consumer Guarantees Act.

I want to order a pre-order and a current in stock item in the same order. When will they be sent?

Your items will be all sent together when the pre-order arrives.  If you want current stock send straight away, you need to make two separate orders. It is always a good ideal to email us at E: info@pukekojunction.com  if you have any extra instructions.