How do I place an order with Durance?
You can either place an order by:
Purchasing via the online catalogue
Freephone 0800 DURANCE or 04 385 0058
Do I need to register to shop online?
No. You can simply enter the Durance website as a guest to purchase your products and checkout by filling in the required details.
Can I register as a frequent shopper?
Yes. This makes shopping easy as all your details will be saved enabling you to simply log in and place your order.
How can I make payment for the products?
We accept VISA and Mastercard as payment options for our online store.
What are the delivery charges?
Nationwide delivery is free for all orders over $25 and a flat rate of $7.50 for orders under $25.00.
Do you ship internationally?
We currently ship only within New Zealand.
How long does it take for the items to be delivered after payment has been made?
You should receive your order 2-4 working days days after payment has been received.
How do I know my order has been shipped?
If you would like to track the shipping for your order, please send us an email at firstname.lastname@example.org after you have finished the checkout process.
How can I contact you regarding my order?
Phone us free on 0800 DURANCE (0800 387 2623) or you can email us at email@example.com
What happens if I receive an incorrect product?
It is our intention to satisfy our customers. For this reason, we will gladly exchange any product that has been received incorrectly. All items must be accompanied by a copy of the original receipt and in unopened saleable condition. We will arrange replacement and collection of incorrect products at our own expense.
Please note that we cannot offer exchanges or refunds on any opened or used products.
What happens if I receive a damaged product?
Whilst we take every care to ensure your product reaches you in perfect condition, should you receive a damaged product please contact us and a member of the Durance team will correct the problem.
All items must be accompanied by a copy of the original receipt. We will arrange replacement and collection of damaged products at our own expense.
Do you deliver to PO Box number?
No. We require a physical address for the delivery of goods.
Are my details secure?
Yes. The information we collect is essential for us to process your order. We do not sell, rent, or pass on any of your details to other parties.
I don't have a credit card. How else can I pay?
You can contact us on 0800 DURANCE, or email us at firstname.lastname@example.org to arrange an alternative payment method.
If I can't get through on the toll free number what can I do?
You can leave a message on the answer phone and we will get back to you as soon as possible. Alternatively, you could email us at email@example.com
Out of Stock Items:
We apologise for the inconvenience this may cause. If your item is out of stock we will contact you to discuss how you would like the order handled.
Can I send a personal message with my gift?
Yes. Simply let us know what you would like to say in the 'additional notes' section at the check out (just prior to payment) and we will hand write this on a Durance card.