Customer FAQs

Q - What payment methods can I use?

A - Credit card (Visa, MasterCard, Amex, Diners) and Internet Banking

Q - Do you accept PayPal?

A - Unfortunately we do not accept PayPal

Q - Can I use Gift Vouchers or Prezzy Cards online?

A - Unfortunately we currently are unable to process payment using gift vouchers or Prezzy Cards online

Q - Are my credit or debit card details saved?

A - We don't store any of your credit card details. We take website and credit card security extremely seriously. Shop.ehayes, uses the industry standard Secure Sockets Layer (SSL) protocol which encrypts your information. We use a secure Hosted Payment page solution to process online transactions.

Q - Can I purchase with my personal/trade account code online?

A - Unfortunately personal/trade accounts can only be used in-store, via email or through our Customer Service team directly.

Q - Can I change my order?

A - Once an order is placed, we are able to make some changes such as size or colour, provided it has not been collected by the courier . If the change is for a different item or to add items to your order, we are unable to do this. We can offer to cancel your order and you can place a new order.

Q - Can I cancel or refund my order?

A - Yes, you can cancel all or part of your order provided it has not been collected by the courier, please contact our online administrator at  to do so. However once it has left us it will need to be treated as a return. 

      * If an item is faulty it will need to be sent back to us for assessment before a refund or exchange is offered. If you are eligible for a refund this must be processed onto the same card used for the original purchase.

Q - I didn't receive my order confirmation email?

A - You may have entered an incorrect email address when placing the order. If you are unable to see this order in your account, please get in contact with us.

Q - Why is my order on backorder?

A - We try and keep our stock information as accurate as possible but on occasion an item you've ordered may have been ordered by other people at the same time, which means we don't have it in-stock. Your order may be placed on backorder while we await further stock. If for some reason we are unable to source the item you will not be charged for it.

Q - My order has arrived broken or damaged, what happens now?

A - Sometimes things don't go to plan. Please get in contact with us so we can assist you.

Q - I have put in the wrong address, can I change this?

A - Please let us know as soon as possible if you have put in an incorrect address. If your order has already been shipped then we will need to contact the courier company

Q - Is there a cost if I decide to return my item?

A - If you decide to return your purchase to us via post or courier you will need to pay the postage costs.

Q - Will my refund include shipping charges?

A - If you change your mind about a purchase for any reason we will happily refund you the purchase price of the item, excluding the shipping costs. However, if we make a mistake and the item you receive is not what you ordered or it is faulty, we will refund you the shipping costs as well. Please contact us at  so we can assist you prior to you sending items back.

Q - When I go to track my order it has no status?

A - This may be because the courier has not yet picked it up or scanned it in. Check again in a couple of hours or wait overnight.

Q - Do you deliver to PO Boxes?

A - We can now deliver to PO Boxes with Courier Post.

Q - Do you deliver outside of New Zealand?

A - Currently only products from our Motorworks collection are available for international delivery.