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FREQUENTLY ASKED QUESTIONS

Are your stores still open?

Our online store is open 24/7.

Our stores are open nationwide!
We are undertaking the following measures to ensure everyone’s safety and wellbeing:

  • Social distancing of 2 metres is maintained in our stores at all times.
  • Stringent cleaning rosters and hygiene measures in all stores, with emphasis on our customers key points of contact.
  • Contactless online check in for all store visits.
  • Hand sanitiser provided for all customers to use before browsing.
  • Changing rooms thoroughly cleaned between each use.
  • We encourage the use of contactless payment for all purchases.
  • If you are feeling unwell, please stay home and browse with us online instead.

Again, thank you so much for your ongoing support, and we look forward to seeing you in our stores again soon.

Can I still shop online?

Yes!

All online orders are now being dispatched, we are following the strict guidelines from MBIE to ensure the safety of our dispatch teams and yourself when packaging up your parcel. This includes the requirement for our teams to wear gloves and masks when handling orders.

Please note that your parcel may be delayed as couriers prioritise their deliveries. We have updated our delivery procedures so that these are contact less during this time.

Can I select Click and Collect as my delivery option?

Click & Collect delivery is available!

Simply select your preferred store at checkout. We are following the strict guidelines from MBIE to ensure the safety of our dispatch teams and yourself when packaging up your parcel. This includes the requirement for our teams to wear gloves and masks when handling orders.

Please note that your order may take longer to arrive at your selected store as couriers prioritise their deliveries. We have updated our delivery procedures so that these are contact less during this time.


When will my return or exchange be processed?

All online returns and exchanges which have been received in our Web Store will be processed as per usual. Please note; due to an influx in returns we are experiencing slower processing rates at this time. We will be processing these as promptly as possible and in the order of which they were received.
Please allow 7-10 business days (from arrival at our warehouse) for your return to be processed, you will receive email communication once this has been complete.

What is your returns policy?

All orders placed after the 12th August 2020 will have an extended returns period of 60 days from date of purchase. If your return / exchange is currently on its way to us, or is sent to us during the lockdown period, the 60 day period will also apply.

All online orders placed from 11/05/20 will receive the standard online returns period of 30 days.

More information about our returns process can be found here.

What about my Click & Collect order currently waiting for collection in store?

You will receive a 'Ready To Collect' notification when your Click & Collect Order arrives in your preferred store.

All regions outside of Auckland are able to order as a click and collect as per usual.

Our Auckland stores have reopened! If you had previously ordered Click & Collect and received a notification that your order was ready for pick up, this can be picked up in store now. If you were yet to recieve this email please wait until our team confirm your order is ready for collection.

All orders currently in transit or waiting in our stores will have the extended return period of 60 days applied to them. This will allow you to collect your order once the stores reopen and have the flexibility to return within those 60 days.

Can I still contact your Customer Care team?

Yes, our Customer Care team will be safely working from home during this period. If you wish to get in touch, please send us a message using the Live Chat function on our website, on our social channels or send us an email at customercare@pagani.co.nz. Our phone lines will not be operating during this time. Please expect a potential delay of 48 hours (Monday-Friday) for all queries while we deal with the high volume in requests.

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