Shipping Policy

About Free Shipping over $100 Promotion.
We offer you Free Shipping for all orders for Kubala, Distar and Mechanic products above $100 NZD.
* Free Shipping available only for New Zealand customers

How long is the order processing period?
Order processing times are between 1-2 business days after the day you placed your order. Most packages are prepared within 24 hours, but if our warehouse is exceptionally backed up processing times may go up to 2 business days following the day you placed your order. If your order has been processing for more than 2 business days, please contact us and we'll help you out.

I received a damaged item, what do I do?
We apologise that your shipment didn't arrive in perfect condition! Please Contact Us with your name and order number for further assistance.

Can I edit my shipping address after my order has been placed?
Once an order is placed, our warehouse staffs can pack and ship out your order, so it's not always possible to process address change requests. If you notice an error, please email us ASAP with your name and order number so we can try to make correction(s) to your package before it departs. There's no guarantee we can make it, especially once it leaves our warehouse, but we'll do everything we can!

Pick Up in Store
Once your “Pick Up in Store” order has been prepared, we will contact you to let you know that it is ready to be picked up. You can pick up the order either in person (by presenting the order number and a proof of identity) or you can appoint someone else to pick up the order on your behalf. In such cases, the appointed person must present the order number and proof of his or her identity.

Unable to deliver
If after 15 days from the date your order is available for delivery, the order could not be delivered or was not picked up for reasons not caused by us, we will assume that you wish to cancel the Contract and it will be deemed terminated. As a result of the termination of the Contract, we will return to you all payments received from you, excluding delivery charges, within 30 days of the date on which this Contract has been terminated. 

 

Return & Exchange Policy

General Info
If you’re looking to return or exchange your order for whatever reason, we're here to help! We offer returns or exchanges within 14 days of receiving your order. You can return your product for store credit, a different product, or a refund to the original payment method.

Please note the following exceptions to our return and exchange policy:
- Discounted items are final and cannot be returned or exchanged
- Returned items must have tags still on and be returned in original packaging
- Returned items must have no visible signs of wear or use

To initiate a return or exchange, please complete the following steps:
- Login to our online return portal using your email address and order ID
- Choose the products you wish to return or exchange from your order
- Print your shipping label that you will receive by email
- Send all items back to us using the label provided

Please allow up to 14 days for your return to be processed. All refunds will be provided via the original method of payment.

When will I get my refund?
Your refund will be processed as soon as the product you have returned is inspected by our quality assurance team and it is confirmed that it fits within our returns policy. This quality check can take up to 2 weeks, though generally less. Once the return has been approved, it takes 1-2 days for the refund to be made by 4 Trade Shop to your payment services provider (for example your credit card supplier).
Please note that the time taken for a payment services provider to provide you with your refund can vary depending upon the provider. For further information please feel free to call our online shop customer service team (number at the bottom of the page) and let the advisor know the details of your order and / or about your open question. Our online shop customer service team is available Monday through Friday from 9am to 5pm. Our advisors are happy to assist you.

What Should I do if my product arrives damaged or defective, or isn't what I ordered? 
If you have received a damaged or defective product, please return the product as per the return instructions. If you have received the incorrect order please contact our customer service advisors (number at the bottom of the page) and let the representative know the details of your order and they will then assist you further. They are available Monday through Friday from 9am to 5pm.

Will you refund my shipping/delivery costs if I return my order?
We will refund the complete cost of the return. We will not refund the shipping costs.