FAQS

Yes, you can have your order delivered to a Pagani store that's convenient for you, just select the option 'Click & Collect' at the checkout when you're placing your order. All Click & Collect orders receive free delivery. Note that all orders are fulfilled from our Auckland warehouse and sent to your selected store, so please allow time for delivery.

Please note that the Auckland Outlet is now open only on Saturdays. Therefore, any Click & Collect orders directed to this location can only be collected on that day.

Click & Collect orders are dispatched between Monday-Friday (not during public holidays) to your nominated store from our Auckland warehouse, so please take this into consideration when placing your order.

Currently, estimated collection time is 1-3 working days for North Island orders and 2-5 working days for South Island orders (this can be impacted by ferry crossing issues) from day of dispatch, but this can increase during busy sale periods and public holidays.

You'll be notified by email when your order is ready to collect. Once you've received this email, please bring it to the store, along with proof of ID (this could be a drivers license, passport or credit/debit card) when you come to collect your parcel.

If someone is coming to collect your order on your behalf, to prevent fraud, they should present your copy of your arrival email, along with proof of their ID (see above).

Please collect your order from store within 14 days. If you do not collect your order within 14 days, your order will be returned to our warehouse and we will process a return.

You will receive an email with your tracking number once your order has been dispatched. To track NZ orders please visit http://www.courierpost.co.nz/ or call 0800 COURIER (268 7437). To track International orders please visit http://www.dhl.co.nz/en/express/tracking.html.

FREE NZ SHIPPING FOR NZ ORDERS OVER $85 - Applies to all New Zealand delivery orders over $85.00 placed on pagani.co.nz.

New Zealand Deliveries

All New Zealand orders are shipped using Courier Post at a cost of $7.99. All orders over $85.00 receive free delivery.
You will receive an email with your tracking number once your order has been dispatched. To track your order please visit http://www.courierpost.co.nz/.

Standard Delivery estimated shipping time is normally 1-2 working days upon receiving your dispatch confirmation email for non rural locations in NZ on orders placed before 2pm Monday-Friday. This can increase during busy sale periods and public holidays.

Please note that your order is a 'no signature required' delivery, your Courier Post driver will leave your parcel within your premises. If you are concerned about your Courier Post driver leaving an item on your property, please select another address such as a work address where someone will be there to receive your package, or select Click & Collect from one of our stores.

Australia and Fiji Deliveries

All orders being sent to Australia and Fiji are shipped at a cost of $25, however if the delivery fee is over the projected courier cost of $25.00, you will be required to pay the estimated difference amount. Our customer care team will contact you if this is the case to arrange the additional payment.

We currently offer international delivery options for both DHL Express & NZ Post where the courier cost exceeds $25:

• DHL Express - Estimated shipping time is 3-5 working days upon receiving your dispatch email.
• NZ Post - Estimated shipping time is 1-4 weeks (this option is usually cheaper for this reason).

US orders - Due to recent changes in US tariffs, we’ve had to temporarily suspend shipping to the United States. We’ll provide an update as soon as shipping becomes available again!

You will receive an email with your tracking number once your order has been dispatched. To track your order please visit DHL Tracking or NZ Post Tracking depending on which service your order is shipping by.

All parcels require a signature upon delivery. If no one is home at the time of delivery, your courier will leave a card to call. You will need to follow the instructions on the card to collect your parcel from your local post office or to request re-delivery. Alternatively you can provide a work address to have your parcel delivered to.

Please also note that we cannot send our fragrances internationally due to their flammable nature. Any perfumes will be cancelled from your order and refunded.

For more information please contact customercare@pagani.co.nz.

International Deliveries

All International orders (Excluding Australia and Fiji) are shipped using DHL Express Courier at a cost of $45. If the delivery fee is over the projected courier cost of $45.00, you will be required to pay the estimated difference amount quoted by DHL Express. Our customer care team will contact you if this is the case to arrange the additional payment.

• DHL Express - Estimated shipping time is 7-10 working days upon receiving your dispatch email.

You will receive an email with your tracking number once your order has been dispatched. To track your order please visit DHL Tracking.

All parcels require a signature upon delivery. If no one is home at the time of delivery DHL Express will leave a card to call. You will need to follow the instructions on the card to collect your parcel from your local post office or to request re-delivery. Alternatively you can provide a work address to have your parcel delivered to.

Please also note that we cannot send our fragrances internationally due to their flammable nature. Any perfumes will be cancelled from your order and refunded.

For more information please contact customercare@pagani.co.nz.

International Taxes and Duties

Once your order has left New Zealand it may be subject to customs procedures which can cause delays beyond original delivery estimates. We take no responsibility for any charges, duties or taxes incurred at the receivers end.

Please note the Customer Service and Dispatch Centre are closed over all public holidays.

For any orders placed over that time period they will be dispatched as soon as possible. Please expect some delays with delivery times due to high demand over this period.

For any queries over this period please contact us at customercare@pagani.co.nz and we will answer your questions as soon as possible.

Pagani Giftcards do not have an expiry date. We accept Giftcards in-store and online.

To use a Giftcard online you must register it first by following these steps –

• Login to or register a Pagani customer account (the giftcard you have been issued is yours, please only register it once on the account you would like to use).
• Once logged in, click your name at the top right hand corner.
• Once you have clicked your name, click 'Giftcards' on the middle, left hand side of the page.
• This will direct you to pop down the Giftcard details which start with EGC or GC.
• Once registered, you can go to the checkout page and purchase the item/s you are wanting with the registered Giftcard.

Please note that old paper gift vouchers and credit notes can only be redeemed in store if your credit has not expired. However you can email customercare@pagani.co.nz with your paper voucher or credit note code and amount and we can replace this with a Gift card number you can redeem online.

You can email customercare@pagani.co.nz for further assistance if required.

Any E-Giftcard purchased online to the value of $50.00 or less will be sent to the nominated email address immediately after purchase (or on the selected delivery date). If you have purchased a physical Giftcard, please refer to our 'Delivery' or 'Click & Collect' FAQs for estimated arrival times.

As part of our current anti-fraud protocols, any Giftcard total over $50.00 will be manually approved by our webstore team. We reserve the right to verify any suspicious orders and may cancel transactions suspected of credit card fraud. If your order is cancelled, you will be notified via email immediately.

Orders placed between 9am-4pm, Monday to Friday will be approved as quickly as possible that day. Orders made after 4pm Friday and before 9am Monday and during public holidays, will be approved on the next business day.

If you are having trouble logging in online please enter your email address and click ‘Forgot Password’ this will send you details on how to reset your password. If you are still having trouble please email us on customercare@pagani.co.nz

Yes, we will endeavour to amend your order provided it has not been dispatched. To make a change to your order please email us as soon as possible.

Please note the Customer Service and Dispatch Centre are closed over all public holidays.

For any orders placed over that time period they will be dispatched as soon as possible. Please expect some delays with delivery times due to high demand over this period.

For any queries over this period please contact us at customercare@pagani.co.nz and we will answer your questions as soon as possible.

IMPORTANT NOTE: Laybuy has announced that they have gone into receivership as of 17/06/2024. Please find more information here. Laybuy will no longer be a payment option at checkout online or in stores. Laybuy are currently assessing the situation with respect to refunds, and should be in touch with customers directly.

Afterpay is available in all Pagani stores across the country. Simply let our in store stylists know that you would like to pay via Afterpay at the counter and they can process this for you. You will need to have your mobile handy to complete your purchase.

We accept Visa, Mastercard, Afterpay, bank transfer and Pagani gift cards. At this time we do not accept American Express, Zip or PayPal.

If you do not have a credit card to purchase online, please email customercare@pagani.co.nz with details of the items you are wishing to purchase and we will provide you with our bank account number to process your payment.

Once your order has been placed the payment will be ‘on hold’ in your account until the order has been dispatched. If for any reason we are unable to send any items or you edit your order, your account will reflect the correct and current charge after dispatch.

If you cancel your order before we dispatch your items, the money on hold in your account will take an estimated 7 business days to be released back into the account from Direct Payment Solutions (DPS). This process is something that cannot be adjusted by Pagani and is dealt with by DPS and your bank provider.

We use DPS as a secure credit card payment method. We do not see or store credit card details.

Due to the nature of retail, promotions run regularly with specific time frames. All prices shown at the time of purchase are correct and will be charged. We will not refund the difference in price if an item that has been purchased is now discounted. We advise you to sign up to our newsletter to ensure you receive all information regarding our promotions.

Yes, all prices are the same online as in store unless stated it is an exclusive online-only promotion. Please note that online prices will automatically adjust due to certain promotions running if you have items added in your cart. To view all retail prices please ensure your cart is empty. Promotions can vary online from those in store.

Yes, please select the product online along with the colour and size then click the ‘Check Instore’ button to see which stores are showing stock on hand. Please note this is a guide only and we advise you to call the store to place the item on hold to avoid disappointment.

You can find a care label on the inside of all garments, please follow these instructions carefully.

Please note earrings, swimwear, hosiery, underwear and undergarments cannot be exchanged or returned due to hygiene regulations.

We try to have a stock level that will keep up with demand, but some popular items and sizes may sell out fast.

Please email or call us with the style number and details of the item you are looking for and we may be able to request* the item/s from one of our Pagani stores for you. Please note that we can only offer this service for full priced items.

We are no longer able to source out of stock SALE items for manual orders via email. Once out of stock online, these items can only be purchased in the stores that have stock on hand.

For out-of-stock SALE items, we can check your local store stock availability for you and arrange a hold directly with the store team. Please note that our branches cannot transfer internally and are unable to process these requests on your behalf.

• Offer is available on selected full-priced garments, while stocks last.
• Customers must purchase three items in a single transaction to qualify.
• The lowest priced item will be free. If more than three items are purchased, the offer will apply to every group of three items in the same transaction, with the lowest priced item in each group free.
• Sale and gift cards are not included.
• Offer cannot be combined with any other promotion.

• Offer is available on selected sale garments, while stocks last.
• Customers must purchase three items in a single transaction to qualify.
• The lowest priced item will be free. If more than three items are purchased, the offer will apply to every group of three items in the same transaction, with the lowest priced item in each group free.
• Full price and gift cards are not included.
• Offer cannot be combined with any other promotion.

• Selected styles only.
• Prices as marked.

My item doesn't fit

If an item you have purchased online does not fit and you wish to exchange for a different size, please email us, or call us instore to check the stock availability. Online orders can only be returned within 30 days of receipt and must be in the original condition with all swing tags still attached.

Please note earrings, swimwear, hosiery, bodysuits, underwear and undergarments cannot be exchanged or returned due to hygiene regulations.

I've changed my mind

We do accept online returns for change of mind. Please fill in the returns form included with your invoice and send the items back to the Web Store. Online orders can only be returned within 30 days of receipt and must be in the original condition with all swing tags still attached.

Jewellery, hair accessories and fragrances cannot be exchanged or returned for health and safety reasons.

Sale items

There will be no refunds on sale items. We will however provide an exchange or credit for incorrect size or change of mind. Note that items marked as 'Final Sale' cannot be returned or exchanged, this will be clearly identified at point of purchase.

Items purchased as part of a promotion

If you return a single item purchased as part of a multi-buy promotion (i.e. buy one get one half price) you will be credited (gift card) the full price of that item, less the total discount given in the offer. If you return all the items purchased with the multi-buy promotion you will be refunded or credited the full multi-buy value.

Kindly note that Afterpay orders are excluded and will be refunded in accordance with the terms outlined below.

Faulty items

If a garment is being returned due to being faulty after wearing, please launder before returning. Any refunds will be made back to the original payment method i.e. credit card or gift card.

Afterpay

You can return your Afterpay order by sending the product back to our online store for a refund, this must be done within 30 days of receipt and must be in the original condition with all swing tags still attached.

Please note that Afterpay orders cannot be returned, credited (gift card) or exchanged in stores.

For Afterpay exchanges, we will process a refund at our online store once received, and you will need to re-purchase via our website. We are more than happy to honour any special prices or free shipping paid that first time round - just contact our Customer Care team if that is the case.

Please email customercare@pagani.co.nz if you require a returns form.

If you have changed your mind or found an item does not fit within 14 days of your original purchase, we will exchange it for another item of equal or greater value, or we will issue you with a gift card. Items must be in original condition with tags still attached.

Proof of Purchase is required to process the return, for example; a receipt or bank statement.

Jewellery, hair accessories and fragrances cannot be exchanged or returned for health and safety reasons.

Please note earrings, swimwear, hosiery, shapewear, bodysuits, underwear and undergarments cannot be exchanged or returned due to hygiene regulations.

Afterpay purchases made in store can be exchanged in store or a credit given.

Afterpay items must be returned within 14 days of original date of purchase with original tags still attached.

We advise customers who are purchasing as a gift to request a "Gift Receipt" in case a return or exchange is required.

CHANGE OF MIND
Note: We do not issue refunds for items that do not fit, do not suit you or you've changed your mind. This is the Pagani Refund Policy in accordance with the Consumers Guarantees Act, as advised by the Ministry Of Consumer Affairs.

CHANGE OF MIND / EXCHANGE

Please note that Afterpay online orders cannot be returned or exchanged in stores.

You are however welcome to drop your Afterpay order into any Pagani store (along with your returns form and invoice) and the team will send your items back to our Web Store to process your return.

For exchanges, we will process a refund to your Afterpay account and you will need to re-purchase via our website. We are more than happy to honour any special prices or free shipping paid that first time round - just contact our Customer Care team if that is the case.

For in store purchases, as per our Pagani returns policy, Afterpay items can be exchanged or a gift card issued.

FAULTY ITEMS

We can exchange faulty Afterpay items in store. Please note we can only offer an exchange if you are replacing the faulty item with the exact same style, size and colour.

Please get in touch with our Customer Care team if you are unsure on our Afterpay return policy.

We have extended our return deadlines over the holiday season. Any orders placed between Monday 9th – Tuesday 24th December 2024 will have an extended returns period to Monday 24th February 2025.

We will contact you when we have processed your request. We recommend that you return your items via registered mail, to ensure a safe and documented delivery. Pagani are not liable for the loss or damage of an item being returned.

Your return can take up to 7-14 working days to process from arrival.

Online returns can be sent back to the Web Store within 30 days of receipt. Please ensure you have filled out the returns form along with the original invoice when sending your items back to us. Package your parcel securely, affix postage and send to:

Pagani Online Store
81A Portage Road
New Lynn
Auckland 0600
New Zealand

Alternatively credits and exchanges for online purchases can be made in any Pagani store. Please note that refunds cannot be processed in store. If you are unsure of how and where to return your item please contact us on customercare@pagani.co.nz

Postage costs for returning items will be at your own expense. Please note we do not refund freight.

If your item is faulty please contact customercare@pagani.co.nz and we will arrange the return postage of your item/s

If an item/s is being exchanged for a different product, shipping fees for the exchange will be waivered.

Note: Any international order exchanges and change of mind returns will not be refunded freight. If returning an item for an exchange the original freight free price will need to be paid to Pagani Ltd before the exchange can be processed. This can be arranged with customercare@pagani.co.nz