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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.
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. You will need to get in contact with us in order to initiate a return - we will walk you through the process.
Order Tracking Update
Due to Covid restrictions, there is a lack of flights leaving NZ - therefore, delays in shipping and tracking updates are to be expected. 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 (you can find this in your “shipping confirmation email”), 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
Please contact us regarding warranties here.
Sizing Questions
For product sizing information, please refer to our size guides.
https://hunterselement.com/pages/size-chart
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://hunterselement.com/pages/product-care
Hunters Element - General Layering System Recommendations
Having trouble choosing the right gear for your layering system? Try the explore page to find some useful resources.
