Help & FAQs
Got a question?We have listed our most frequently asked questions below. If you can't find the answer you're looking for please complete the form on the Contact Us page and someone from our Customer Service team will get back to you.
Q: How do I order online?
To purchase a product on the Wild Pair website, just click on the item you wish to buy, select the size and colour you want and click 'Add to Bag'. You can then go back and add additional items to your bag or click 'Checkout' to complete your order. You will need to login/register or if you're in a hurry you can use our Guest Checkout. Keep in mind you will need your credit card details (Visa, MasterCard or Amex), including the billing address to finalise your online order. Or, if you are using PayPal, you will need your login details
Please remember all orders placed on www.wildpair.co.nz will be processed in NZD, i.e. you credit card will be charged in NZD.
All orders placed on www.wildpair.com.au, your credit card will be charged in AUD.
The currency convertor only gives you an estimated cost in the currency you have selected, you will not be charged in this currency.
Q: Why does the item in my bag now say it is unavailable?
Styles on the Wild Pair website can sell out very fast, unfortunately when you add items to your bag it doesn't mean the item is reserved. The items will be available for anyone to purchase until you have checked out and paid. If you receive an error stating you cannot checkout due to an item being unavailable, you will need to remove this item from your bag so you can complete your order. Please feel free to Contact Us to try and locate any items you wish to purchase.
Q: Can I change/cancel my order?
You can change your order while you are still browsing and shopping. You will need to go to 'My Bag'. Here you can delete a product by clicking on the 'X' next to the 'Qty' field, or change the quantity by simply adding in the new quantity and clicking 'update'.
We want to get your order out to you as soon as possible, so once you have clicked the 'Process Order' button and your order has been confirmed you then discover you would like to make a change/cancel your order. Please Contact Us as soon as possible via phone or email.
If you have already received a Shipping confirmation with tracking information, it's not possible at this stage for you to change or cancel your order. Please wait until you receive your parcel and follow the returns/exchange instructions enclosed or view our Returns & Exchanges section.
Q: What do I do if the size I am looking for is not showing?
However, if the size you are after is out of stock, please contact our Customer Service Team - email us from our Contact Us page or New Zealand customers free phone 0508 WILDPAIR (945 372). Australian customers call 1800 WILDPAIR (945 372) or call +64 9 415 2879.
Find your nearest Wild Pair store by using the Store Locator section of our site.
Q: What payment methods do you accept?
We accept payment by VISA, MasterCard, AMEX and PayPal.
Your card will be debited as soon as your order is processed. The transaction will appear on your statement as Wild Pair Ltd.
Unfortunately, we don't accept cheques, direct debit payments or money orders.
Q: Was I Charged Twice? - Australian Customers
Your credit card will only be charged once.
What you are seeing on your bank account is an authorization. This is a common bank practice handling credit card transactions to ensure sufficient funds and account authenticity. This authorization will clear (depending on your bank, usually within 48 – 72 hours.) If you need help speeding up the process, you can contact the issuing bank of your credit card.
Q: How secure is my credit card and personal information?
Your security while shopping online with Wild Pair is really important to us, and we've taken all reasonable measures to make sure your credit card and personal details are kept safe at all times.
All pages that require you to enter your personal information or payment details on our site are secure, using 128 bit SSL encryption.
To check that the page you are viewing is secure, look for the VeriSign Secured logo at the bottom right hand corner of your screen.
Q: Can I see my past orders?
Yes, just Login to the website using your email address and password and on the 'My Account' page you can review your recent orders.
Q: How do I let you know if my details have changed?
Just Login to the website using your email address and password and on the 'My Account' page choose the 'Update my details' button. Make sure you save any changes you make.
You can order Gift Cards online and have it delivered either to your physical address or to the physical address of the person you want to send it to. If it's a last minute gift, you have the option of sending your mate an email which informs them they have received an electronic Gift Card this can also include a personalised greetings message.Purchase Gift Cards here.
Q: What value can I buy a Gift Card for?
Any value that you would like over $10 and up to $500.
Q: What payment methods do you accept for Gift Cards?
Online - We accept payment for Gift Cards by VISA, MasterCard, AMEX and Paypal.
In Store – We accept payment for Gift Cards by VISA, MasterCard, AMEX, Debit Cards, and Cash.
Q: How long is your card valid for?
All Gift Cards purchased in store or online have an expiry of 12 months from date of original purchase. Keep in mind though that we can't replace lost or stolen cards.
Q: Can I use my Gift Card online?
Gift Cards purchased online can only be redeemed online.
Gift Cards purchased in store can only be redeemed in store.
Q: How are Gift Cards sent?
To make sure your Gift Card gets to you safely we send them via courier, after all they are like money in an envelope! All items we send need to be signed for on delivery. If no one is home, a 'card to call' will be left, with further instructions.
Q: How do I know what size I am?
We have a sizing guide on every product page or you can visit the Size section of our website. Please note this is only a guide, each brand can size garments differently. If you are unsure or have any questions please Contact Us.
Use your exact measurements when selecting your size.
Ensure the tape measure is snug but not tight.
Take measurements undressed or in lightweight clothing.
Bust:Measure around the fullest part of the bust and across the shoulder blades.
Waist: Measure around the natural waistline (narrowest party of the waist) keeping the tape comfortably loose.
Hips: Measure around the fullest part of the seat, approx 22cm below the waist.
Q: What is Wild Pair's policy on returns and exchange?
We at Wild Pair are happy to provide a refund, exchange or Gift Card on any item/s that you are not completely happy with when you return it to us in a saleable condition.
(If you are a New Zealand online customer you can return or exchange item/s to your nearest Wild Pair store. Click here to find your nearest store.)
a) the item/s are unworn
b) The item/s has all of the barcode swing tags intact - please don't remove barcode swing tags if you are thinking of sending them back.
c) shoes are returned in their original shoe box
d) you provide proof of purchase
e) the items are returned within 30 days of purchase
In accordance with your legal rights and depending on the circumstances of your return we will replace, repair or refund any justified complaint where goods are found to be faulty as to quality or performance.
If you have questions regarding this please email us from our Contact Us page or New Zealand customers free phone 0508 WILDPAIR (945 372). Australian customers call 1800 WILDPAIR (945 372) or call +64 9 415 2879.
In the event of having no receipt and/or a missing swing ticket or not the original shoe box, we will happily provide an exchange or a Gift Card, provided the item/s has not been worn.
If an item is proved to be faulty and provided you have proof of purchase, you are entitled to choose between a refund, exchange or Gift Card.
Please refer to the Returns & Exchanges section of our website for further information.
Q: How long will my return take to be processed?
If you are using a free returns label, parcels normally take between 3-5 working days to be received back to us.
You shall receive a confirmation email once your return or exchange has been processed. This normally takes between 1-2 days from the time we have received your parcel.
Q: Which countries does Wild Pair ship to?
At this stage we only deliver to New Zealand, Australia and the United States. If you would like an item delivered to another destination please contact our Customer Service team via the Contact Us page and they will be able to assist you.
Q: How much does delivery cost?
Currently we offer FREE DELIVERY on all orders being delivered to New Zealand and Australia.
Delivery to America – see charges below.
||when you spend AUD $250 or more
Q: How long will it take for my order to arrive?
Orders within New Zealand take between 2-3 working days.
Orders shipped to Australia take between 3-5 working days.
Orders shipped to America take between 7-14 working days.
Q: Which courier company do you use?
Orders shipped within New Zealand we use Courier Post.
Orders shipped to Australia we use Toll Priority.
Orders shipped to America we use USPS.
Q: Can I track my order?
Yes once your order has been collected by the appropiate courier you will receive an email with a tracking number and a link to the courier company's website. You will also be able to see the status of your order if you Login to the website and view your My Account information.
If you have any special instructions relating to the delivery, please be sure to complete the special instructions section when placing your order, before completing your order.
If your order has not arrived within the allotted time, please refer to the Delivery Info section of our website or email us at firstname.lastname@example.org
Q: There is an item missing from my tracking email, but I can see that I have paid for it. When will I receive it?
Sometimes we are just not able to get all of your items from one location and so we have to send them separately. You will receive a track and trace email for each parcel so that you can trace its delivery. Don’t worry; your item will be on its way!
If you would like to double check then please email us at email@example.com
Q: If there is a problem with my order who do I contact?
If there is a problem with your order, please email us at firstname.lastname@example.org or call us from New Zealand on free phone 0508 945 372 (09 415 2879) or from Australia on free phone 1800 945 372, from USA +64 9 415 2879.
Q: What is the best way to view the Wild Pair website?
Wild Pair Online has been developed to look best with a resolution of 1024 x768 and works on both Windows and Macintosh operating systems. We support a range of browsers including Safari, Firefox and Microsoft Internet Explorer versions 7, 8 & 9 using Adobe flash player 9.45 and above.
||Internet Explorer 7/8 & 9
|Windows 2000, XP, Vista, 7
|Macintosh 10.2 and above
If you choose to use an operating system or browser not listed you may experience difficulties.