FAQs
Orders & Payment
We aim to have your order ready for collection within 24 hours. If you have not received notification that your order is ready to collect within this time-frame, please get in touch with your order number.
You can purchase an e-gift card here for use exclusively online at veronikamaine.co.nz/. Alternatively, physical gift cards can be purchased in store for use exclusively at Veronika Maine standalone stores.
Once your order has been placed a confirmation email will be sent to the email address provided when checking out. Please be sure to check your junk or spam folder as it may have been directed there.
If you have not received your order confirmation within one hour, please get in touch and attach your proof of payment so we can investigate.
Please get in touch with details of your request and order number. We will do our best to update your order before it is dispatched.
Please accept our sincerest apologies for the mix up with your order. Please get in touch with your order number, the style you are missing, and the style code you received in error. We will verify the error on our end and work to resolve this for you.
1. Shop online at veronikamaine.co.nz
2. Select ‘Pickup in store’ during checkout
3. Select a location with available stock from the list
4. Place your order
When collecting your order in-store, you will need to show your order confirmation email and bank card used to place your order if applicable.
If a Click & Collect order is not collected within three weeks of placing the order, the order will be cancelled and refunded back onto the original method of payment. This will be communicated via email to the email address provided for the order.
Shipping & Delivery
New Zealand Post estimate that they will deliver your parcel within 1-3 business days of the order being dispatched. Once your order has been dispatched, an email will be sent with your tracking number and a link to monitor the status of your delivery.
Whilst every effort will be made to dispatch your order within 2 business days, there may be delays due to public holidays and busy holiday periods.
Shipping in New Zealand is $7 or FREE on orders of $250 or more.
All New Zealand orders are shipped with NZ Post next working day* courier service. Prices and free shipping thresholds are calculated at checkout and subject to change.
*Delivery targets are a guide only. Delivery outside major towns and cities, including to and from rural or remote areas will take longer.
All shipping charges are non-refundable.
If your shipping details are incorrect or your parcel is not collected within 10 business days from the Post Office, it may be returned to sender. We will reach out once we receive your parcel back to confirm your shipping address and arrange for it to be re-dispatched or refunded as per your preference.
If you would like your order re-dispatched, we may request payment of shipping costs.
Your order may be arriving in separate parcels. Please refer to your shipping confirmation email/s as you will receive a separate email for each parcel that will include the style/s and tracking information.
If you have received a parcel and are missing a style that is included in the applicable shipping notification, please get in touch with your order number and the style you are missing so we can investigate.
We’re sorry to hear that your parcel is delayed. Sometimes delays can occur that are outside the driver’s control and can be expected during busy promotional and holiday periods.
To track your order, click the tracking number link provided in your shipping confirmation email.
If there have been no tracking updates for 5 business days from the expected delivery date, please get in touch with your order number. We will then lodge an investigation with the courier company.
To locate your parcel, please click the tracking number link provided in your shipping confirmation email.
Your parcel may be awaiting collection from the post office or left in a safe place at your address.
If your parcel has been left in a safe place, please check your mailbox and around your property before getting in touch with your order number so we can launch an investigation with the courier.
Returns & Refunds
- We offer returns on styles purchased online subject to the following conditions:
- The style is returned within 30 days of placing your order and is accompanied by a proof of purchase.
- The style is in its original saleable condition with the swing tag attached and has not been worn, altered, or washed.
- The style is not marked as FINAL SALE.
- Refunds will be reversed to the original payment method.
- Earrings are not eligible for change of mind returns.
- Purchases made via Paypal can only be returned via online.
- We are unable to facilitate exchanges via our Veronika Maine online store.
- We will offer a refund or exchange on styles purchased in a Veronika Maine standalone store, provided that:
- The style is returned within 30 days of purchase and accompanied by a proof of purchase.
- The style is in its original saleable condition with the swing ticket attached, and has not been worn, altered, or washed.
- The style is not FINAL SALE, that is, reduced by 70% or more.
- Refunds must be processed to the original payment method.
- Earrings are not eligible for change of mind returns.
- Styles purchased in Ballantynes must be returned to Ballantynes.
- Purchases made through Veronika Maine standalone stores cannot be returned to the Veronika Maine online store or any department stores.
- Styles purchased in New Zealand cannot be returned in Australia.
Online orders can be returned or exchanged in-store at Veronika Maine standalone locations free of charge.
To return online, you can initiate your request here. A prepaid postage label will be provided to send the style/s back to us and a $7 postage fee will be deducted from the refund value.
We are currently unable to facilitate exchanges via our Veronika Maine New Zealand online store.
Veronika Maine New Zealand online orders are unable to be accepted for return or exchange at Ballantynes, Onehunga, or any Australian store.
We are currently unable to facilitate exchanges via our online New Zealand store. If you require a different size, or would prefer a different style or colour, please follow our returns process, and initiate a new order.
Alternatively, you can exchange online purchases in a standalone Veronika Maine store. Our store contact details can be found here.
Please accept our sincerest apologies if you have received a faulty style in your online order. Please initiate a return here and enter the reason 'style was damaged'.
Faulty styles that have been worn must be assessed by our team. Please ensure the item is clean when returned to store for assessment.
If you have purchased online and are unable to take the style into store, please get in touch with details of how you have cared for the style and images.
Your order number can be found in your order history online as well as on your order confirmation and shipping notification emails.
Returns will only be accepted within the 30 day returns period. Final Sale styles are not eligible for return.
If you are still having trouble creating your return online, please get in touch with your order number and the style/s you would like to return.
- The below non-refundable payments will not be included in your refund:
- Original shipping
- Privilege loyalty redemptions - You can find the terms and conditions of Privilege here.
- To cover the cost of postage a $7 return shipping fee will be deducted from your refund.
- If there is an issue with the amount you have been refunded, please get in touch with your order number so we can investigate this for you.
It is free to return your online order in-store. Alternatively, you can post your online order back to us by initiating a return here. A prepaid postage label will be emailed to you. A $7 return shipping fee will then be deducted from your refund to cover postage.
- Veronika Maine standalone store purchases can be returned in-store only.
- Veronika Maine standalone store purchases cannot be accepted for return at Ballantynes, or any of our Australian stores.
- Veronika Maine Ballantynes purchases can be returned to Ballantynes only.
Please accept our sincerest apologies for the mix up with your order. Please get in touch with your order number, images of the style you are missing, and the style code you received in error. We will verify the error on our end and work to resolve this for you.
- We aim to process online returns within 3 days of the tracking showing as delivered.
- Please allow 10 days for the funds to appear in your account after you receive the refund notification.
- If you have not received your return communication or refund in the above timeframes, please get in touch with your order number.
- You can track your return parcel with the information provided to you by email when your return was created.
- We aim to process all returns within 3 days of the tracking showing as delivered.
- If you have not received notification that your return has been processed within this timeframe, please get in touch with your order number.
Loyalty
For access to our brand new Veronika Maine website, your Veronika Maine account needs to be activated via a link we have sent to your email inbox. Please be sure to check your junk or spam folder in case it has been directed there.
Once activated, your points and benefits may take up to 15 minutes to become available.
Alternatively, if a new account is created with the same email address, this will link to your existing account also.
You can nominate your preferred method of communication or unsubscribe from any or all methods of contact by logging in to your Veronika Maine Club account online and visiting the Communication page.
You can update your Privilege account details when logged in online at the Details & Addresses page.
Sign up to Privilege to partake in member-only offers and receive a $30 reward on your birthday!
You will also be eligible for a $75 reward for every $750 spent within a 12 month period.
Find out more here.
For points to accrue online, customers must be logged in with the applicable email address when checking out. When shopping in-store, the Veronika Maine active barcode must be provided, which can be found when logged in online here.
We recommend setting up a digital card on your smart phone so the team can easily scan the barcode when you are shopping in-store. You can download an app such as Stocard to do this.
If you have shopped online or via store to door, your points will load to your account once your order is packed.
Points cannot be accrued on Ballantynes purchases.
If you believe there is an issue with your point balance, please get in touch with a receipt for the missing points.
Please ensure you are opted in to receive email communication by logging in to your Veronika Maine account online here and visiting the Communication page. If you are opted in and not receiving emails, it is possible we have been marked as spam by your mail server. In this instance, please submit a request asking to be opted back in to receive emails.
To be eligible for a birthday reward, your date of birth and a valid email address must be listed in your Privilege account. Your date of birth can be provided at the time of sign-up or added later by updating your Privilege account online. Your birthday reward will be loaded 7 days prior your birthday and is valid for 30 days.
If you have not received your birthday reward, please get in touch with your Privilege account details, either the active barcode or email address, so we can investigate this for you. Only one birthday reward can be loaded and redeemed in a 12-month period.
If you have signed up in-store and are shopping online for the first time, you will need to set up a password by entering your email address and selecting ‘forgot password’. This will trigger an email to your inbox that allows you to set your password.
You will have the option to apply your reward to your order when you're logged in at the payment section of checkout. Simply select apply and the reward amount will be deducted from your order total.
If you believe you should have a reward available but there is not one available, please ensure you are logged in with the correct email address before getting in touch.
Products & Stores
The unique style measurements are listed on the product details page, simply click ‘Size Guide’.
If you would like any additional styling advice, please get in touch and we can connect you with a stylist in store.
You can select ‘Find In Store’ on the product page of our website to find out if the style you are looking for is available to purchase from store. If the style is available in store, you have the option to purchase through a Veronika Maine standalone store for delivery from another location. You can find all our store contact details here.
If the style is showing as sold out, you can select the heart to add the style to your wish list and you will be notified via email if it becomes available again.
Find out whether the style you are looking for is available in-store by selecting ‘Find In Store’ on the product page of our website.
Our store trading hours and contact details can be found here.
Get support
- Contact usVeronika Maine Customer Care We aim to respond within 2 business days* * Please note, due to the recent promotional period we are experiencing up to a 7-day delay on response times. Our team are working their hardest to respond to our valued customers, from oldest to newest enquiries.
- Chat with usChat with our team for real-time support. Please note we are currently experiencing delays in response times due to the recent promotional period.