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LET US HELP
We are committed to ensuring that all of our customers have a great experience with us, by providing innovative products, the best service and amazing value!
We've captured the questions and answers that crop up regularly for you below - and collated key product support information to ensure your great experience continues.
Frequently Asked Questions
Q: What is the standard delivery time frame?
A: We aim to have your order delivered within 7-14 days.
Your order will typically be delivered by NZ Post
Q: Can I track my order?
A: Absolutely – you can track your order here - by simply entering your name and order number, by logging in to your online account, or by using the link on your shipping confirmation email.
Q: Do I need to sign for my delivery?
A: For all courier deliveries a signature is always required. You can request with the courier that deliveries are left on your property, however this is not advised as you the customer would liable for the goods if they are stolen or lost.
For small items that can be sent via NZ Post you will receive this in your normal mail delivery.
Q: Can I redirect to a different address after the parcel has left the warehouse?
A: If the parcel has left our warehouse you will need to contact the courier managing the delivery to organise a change of address.
Q: What if the delivery has taken over 7-14 working days?
Trials & Payments
Q. How does the 30 day risk free trial work?
A: We believe in the quality of our products but recognise that in some instances the product isn’t quite right for you that’s why we offer our “30 day risk free trial”. You can use the product for 30 days & if for any reason you wish to return the product please contact us within the 1st 30 days from receipt of the product to arrange to return the product & receive a refund.
Q. Where can I find more information about the 30 day Risk Free Trial & Return process?
A: For the specific terms and conditions relevant to the sale of your product please refer to the invoice you received when you purchased the product.
Q: Why hasn’t the payment been taken out of my account?
A: We only take payment from your account when we ship your order, you should typically see payment taken 24-48hrs after placing your order.
Q: Are my credit card details secure?
A:Your details are encrypted, therefore cannot be viewed by anyone. We can only see the last 4 digits of the card so we can confirm payment details with you.
Q: What is the frequency of payments on a payment plan?
A: The default payment frequency is set-up every 30 days from after your trial expires – which means the date will vary depending on the month. However, you have the flexibility to choose and request a payment plan which suits you i.e. weekly/fortnightly.
Q: Do you charge interest on a payment plan?
A: Absolutely not! Our payment plans are interest free to make your purchase more flexible and affordable for you.
The plans are an agreement that you will pay the agreed regular instalments, if you are overdue or default on these payments then interest could be incurred. Further information can be found within our Terms & Conditions.
If your situation has changed since starting a payment plan and you are having financial difficulties please contact us to arrange an alternative agreement.
Q: Can I change my method of payment on my payment plan?
A: Yes, there are various payment options available – please contact us to request a change.
I am having trouble making my payments – what should I do?
Talk to us! If your situation has changed and you are having financial difficulties please contact us to arrange an alternative agreement.
Returns & Refunds
Q: What is your returns policy?
A: We stand by the products we sell and we want you to be completely satisfied with the purchase you make, but we understand that sometimes an item just needs to be returned.
If an order you have made does not meet your requirements, you may return the item within the trial period provided at point of sale, for a full refund of the product purchase price. Note: Returns made after the stated return policy period will be not be refunded.
Q: How do I return my goods for a refund?
A: Please call us on 0800 008 666 within the trial time-frame.
We will issue you with a Return Number (RMA), after which you have 14 days to return the product(s) back to us. – Please ensure this RMA number is clearly visible on the outside of the parcel that you are returning so that we can complete the refund quickly on receipt.
We always recommend you use a trackable method and keep these details safe until you see the money refunded back in your account.
Q: I have sent my product back, when will I see the refund?
A: Once the goods are returned to the warehouse, please allow 7-14 days for this to be actioned and processed back to your card.
Q: What do I do with RMA number?
A: Put your Return Number (RMA) on the inside and outside of the package for clear identification at the warehouse.
Q: Do I have to pay for return shipping?
A: Yes, you would have been advised on the sales call that it is your responsibility to return the product to us if you decide not to keep it.
Accounts & Order History
Q: How can I find my order number?
A: You can find your order number in several places, either on the email order confirmation, shipping confirmation or on your invoice.
Q: Can I view my order history?
A: If you purchased an item through the Brand Developers website and registered for an account you can view your order history by logging in to your account.
Q: How do I update details on my Brand Developers account?
A: Simply login to your account and select ‘My Account’ – you can edit your name, address and payment information directly here.
Q: How do I set up an account?
A: It is fast and easy to set up a secure BDL account. You'll have the ability to track orders and save information for efficient check-out. You can do this at the end of your first purchase or select Sign In in the main navigation.
Q: Can I purchase online without registering?
A: Absolutely – we offer a simple check-out process for those not wanting to register. Just select ‘NO’ when prompted to register at the final step of check-out.