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Contact

We are always happy to hear from our customers and will make every effort to get back to you as soon as possible.
Please fill out the form at the bottom of this page, or phone us on: 04 238 2823

Contacting us out of working hours or over a holiday period

Hey, we are here to answer your inquiries between 8.30am - 5.00pm Mon-Fri, so there will be a delay in replying to you outside of these times. We run with light staff over the Holiday periods and there may be up to a 3-day delay for a staff member to respond to your message - please note, some responses may end up in your junk/spam, so have a look at this before getting in contact with us. Our team members are working really hard to get back to you asap. We appreciate your patience.

Here are some FAQ’s that could solve your issue:

 

Can I return my order?
Yes, as long as the tags are attached and the gear is in brand new condition.Submit a returns request through our website - you will find this under the ‘Explore’ tab. Please wait for your return request to be approved by our team, before sending your items back as you will be assigned an RA number.

 

Once we accept the request, you'll receive all the information you need to return the gear. When we receive the returned gear you'll receive store credit so you can get the size you need.

 https://desolvesupplyco.co.nz/pages/online-order-returns



Order Tracking Update

If it appears that your tracking number isn’t updating, or your parcel isn’t moving, we suggest that you contact the courier company directly (NZPost), they will be able to give you the best response. We can assist you with this also, but it might take a bit longer for us to get to your case.

Tracking code not working? If your tracking code appears to not exist or is not working on the couriers tracking page, please try refreshing after a few hours, as sometimes the error is at their end. If this fails, please contact us.

 

Making Changes to Order

We recommend double-checking your order before finalising it as we are not liable to cancel or change the order before it is dispatched, due to the lack of staff working during this period. We will try our best to implement your changes if we catch your order before it is dispatched but we cannot guarantee this.

 

Can I Exchange My Items Instore?

Unfortunately, online purchases are not exchangeable or returnable at your local store, they must be done through the online process. Please refer to “Can I Return My Order” above.

 

Faulty Product Enquiries

We will be processing your warranties as soon as we can, however, warranties will not be able to be processed until the 11th of Jan. We apologize for this delay, and strongly suggest you contact us regarding warranties from this date onwards.

 

Sizing Questions

For product sizing information, please refer to the sizing information on the specific product page.

 

Finding Your Nearest Stockist

Please refer to our store locator to find the stockist closest to you. We cannot guarantee that they will have the exact product/size that you require so try calling the store as well.

https://desolvesupplyco.co.nz/pages/store-locator

 

Looking After Your New Products

Have questions about how to treat your gear to get the best performance out of it? Have a look through our product care guide: 
https://desolvesupplyco.co.nz/pages/product-care

 


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