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FAQ

Do you have a physical store?
No, we are an online store only.

How can I contact you?
You can get in touch with us by emailing us at hello@forkeeps.co.nz, or by private messaging us on our Facebook page https://www.facebook.com/forkeepsstore/

How do I search for a product?
Type the product name or keyword into the search bar on the top right hand corner of our website or touch the search icon on mobile in the menu bar. The search bar will show results instantly in a dropdown or you can push enter/the search icon and products that match your search will be displayed.

Can I make changes to my order?
If your order has not been shipped, we may be able to make changes for you. Please email us on hello@forkeeps.co.nz and we will do our best to help you.

Can I cancel my order?
If your order has not been shipped, we may be able to cancel it for you. Please email as on hello@forkeeps.co.nz and we will do our best to help you.

What should I do if I’m missing an item?
If your order is missing an item, please contact us on hello@forkeeps.co.nz. Please put your name, and order number in the subject line to assist us with the process of replacing the missing item.

I’m a blogger, do you guys do collaborations?
Yes! Please contact Katrina on hello@forkeeps.co.nz with the subject line ‘blogger collaboration’ to arrange the details.

Where do you deliver to?
We can deliver to any address within New Zealand including rural addresses. We can also deliver to most other countries. Please contact us before placing an order from outside New Zealand for a delivery quote.

Can items be delivered to a PO Box address?
No, we use couriers that won't deliver to a PO Box.

My order has not arrived after 3 working days, what should I do?
Please first check your emails for our order shipped email which has tracking instructions.
If you have a rural address, please allow an extra 1-2 days for your delivery.
If you have not received your delivery after 5 working days, please email us with your name and order number in the subject line and we can look further.
If your order is misplaced, lost or broken by our couriers, we will replace your product/s ordered ASAP. In this case please get in touch via our contact form.
If your order has arrived and is damaged, we will ask you to provide photographs of your order. Please send these photographs to hello@forkeeps.co.nz and place your name, order number and ‘broken product’ in the subject line.

Can we provide a special message to our loved ones with the parcel?
Yes, we can provide a handwritten message to the receiver. To do this, please comment in the ‘Delivery instructions’ comment box during the checkout process, along with any other delivery instructions.
Please write your special message in quotation marks. For example: Please include the message “Happy Birthday Sarah, from Louise xo”

When will my order be shipped?
All orders will be shipped within 24 hours of you placing your order. If an order is placed on the weekend, your order will be shipping on Monday.

Will a signature be needed for my delivery?
A signature is not required however there is an option when checking out to allow for a signature. If checked, the courier will not leave your parcel unless someone is there to sign for it.

What if I am not home when my parcel is delivered?
If you checked signature required, the courier will try to get in contact with you if you provide a phone number, otherwise they will try re deliver it the next day. You can use the tracking number provided in the order shipped email to call your local courier and arrange a time for your parcel to be dropped off or pickup from their depot.

Can you deliver to a different address other than my billing address?
We do not provide a physical receipt with your order, you will always receive a order confirmation/receipt through email. Therefore your selected delivery address is where your package will be sent.

How do I track my order?
You will first receive a confirmation email when your order is placed. You will then receive another email when you order has been shipped which contains your tracking number and instructions on how to check your delivery status.

Why doesn’t my tracking code work?
Sometimes your tracking code may not become active until 24 hours after the delivery has been dispatched.
If your tracking details still do not work after this period, please email us on hello@forkeeps.co.nz

How long will it take for my order to arrive?
Your order should arrive within 3-5 working days of confirmation. We use NZ Couriers and Post Haste for deliveries. We use First Global Logistics/Toll Australia to deliver to Australia and NZ Post to deliver any other country, these overseas orders do take extra time based off what country.

What should I do if my item is faulty?
If you receive an item which is faulty we will do our best to resolve the issue. Please contact us on hello@forkeeps.co.nz with you name, and order number in the subject line. Please attach a picture or two of the faults in order to assist us with this process.

What should I do if the item I received is incorrect?
If you have received incorrect product/s, we will do our best to resolve this issue. Please contact us on hello@forkeeps.co.nzwith your name and order number in the subject line.

What if the item I purchased is not the right size?
We aim to provide the best customer experience. Simply message us via our contact us page and we will arrange the right product to be sent to you.

What if I change my mind on my purchase?
We have a 7 day returns policy on our products, unless otherwise stated in the terms and conditions. If you decide you no longer want this product or would like to swap your product for another product, please contact us within the 7 day period.

Please note:
Items must be sent via a trackable method.
Items will be returned at the cost of the buyer.
For Keeps do not take responsibility for any items which are lost in the returning process, this is why we recommend a trackable return method.
Once the item has been returned we will contact you via email to arrange a refund to your bank account.

Our return address:
For Keeps
719 Tirau Road
Karapiro, 3496

Do I have to order online?
Yes, we are an online retailer only, however we do also offer most of our For Keeps and Everyday Beauty products on Trademe, search for For Keeps or Everyday Beauty on Trademe to see our listings. Our payment terminal is secured by e-way payment processing system. Your details and payment will be safe and secure using this portal. If you would like to learn more about eway, follow this link to their website https://eway.io/nz

How can I pay for my order?
We accept Visa, Visa Debit, MasterCard, PayPal or a direct credit bank transfer.

What currencies can I use?
We only accept NZD. For overseas orders, we will send you a PayPal link that is in NZD.

How do I know that you have received my order?
Once you have placed your order, you will be send a confirmation email from For Keeps. This can take up to 30 minutes to arrive in your inbox. This may be redirected to your junk mail, please ensure to check this if you haven’t received your email.

If this confirmation email doesn’t arrive, please contact us at hello@forkeeps.co.nz

How do I delete an item from my shopping cart?
In the shopping cart view, click on the ‘x’ button on the far right of the column for that product, this will remove the item from your shopping cart.

How do I buy more than one of the same product?
In your shopping cart, the amount of each product you have in your cart will be listed under ‘Quantity’, if you wish to add or remove items, click the ‘+’ or ‘-’ buttons and click update. This will update the quantity depending on how many items you have added or removed.

How do I use a promotion code?
In your shopping cart, at the bottom left of the the added products, there is a box to enter your code, then click 'Apply' to add the code, if the code is valid, the discount will be added. To remove the code, remove all text from the promo code box and click 'Apply' again. If a code says expired, it may have been a limited time code or an invalid code.

How do I find more information about a product?
If you can’t find enough information about the product in the product description. Please be sure to contact us on hello@forkeeps.co.nz and we will try give you more information.

I need some help with sizing, where can I get information?
Most of our descriptions have a size of the product, if this is missing, let us know and we will measure the product for you.

Do I need to have an account to shop here?
No, you are able to checkout as a guest.

We recommend setting up an account so you don’t have to enter your details each time you shop with us.

What do I do if i have forgotten my password?
In the top right hand corner of your window, click login, this will take you to the ‘login’ screen, click the ‘forgot password’ link above the login button. This will redirect you to a page where you will be able to reset your password by entering your email address.

If you are still having trouble, contact us on hello@forkeeps.co.nz

I didn’t receive an order and/or shipping confirmation email, what should I do now?
Please check your junk email as our emails may have been directed there.

Otherwise contact us at hello@forkeeps.co.nz so we can verify your order and resend your confirmation details to the correct account.