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FREQUENTLY ASKED QUESTIONS

Are your stores still open?

Yes! As of Thursday 14th May when NZ moved to Level 2 all of our retail locations reopened.

Here are the steps we're taking to ensure everyone’s safety during this time:

  • Amended Store Opening Hours We recommend contacting your local store directly via phone to confirm Level 2 opening times.
  • Physical distancing maintaining 1m personal distance from others
  • Limiting number of customers per store
  • 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
  • Strict hygiene practices in place with frequent cleaning of all contact surfaces
  • 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?

Yes! As of Thursday 14th May when NZ moved into Level 2 we reactivated our Click & Collect delivery method online. 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 now be processed from Thursday 14th May, when NZ moves to Level 2. 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 14/05 for your return to be processed, you will receive email communication once this has been complete.

What is your returns policy?

All online orders placed between 20/03/20 - 13/05/20 will receive an extended returns period of 60 days.

All online orders placed from 14/05/20 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 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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