If you need to return an item, please read this page carefully to ensure your return is handled correctly, and then contact customer service.
The vast majority of orders at Bok Shop are delivered with perfection, but understandably on the rare occasion things go wrong and you may need to arrange a return. This page should help you find what’s covered.
The item I received is not the item I ordered
Provided the item is unopened and in *new* condition we’ll replace the item. To receive your replacement you must return the original item to Bok Shop. You will be provided with a no-cost return-addressed NZPost Parcel (or similar) and Bok Shop will process your replacement within 2–3 days of receiving your item.
The item I ordered was damaged in transit
If your item was damaged between leaving Bok Shop and arriving at your delivery address, you will receive a full refund or replacement on behalf of NZPost. NZPost will collect the damaged parcel from your address, along with the original packaging, and once the damage has been verified your return will be processed. This process can take up to two weeks.
Please note that for your claim to be accepted you must retain the original packaging for your item(s), and the original packaging material used to deliver your order e.g. the courier satchel or delivery box.
The item I ordered arrived faulty or didn’t work as intended
Please arrange with Bok Shop to return the item for testing. If we confirm that the item was damaged before leaving the Bok Shop warehouse, or was faulty out of the box, your item will be repaired or replaced by Bok Shop free of charge. A refund may also be offered in some circumstances.
I’ve had my item for a while, but it no longer works as described
We will assist where possible with the repair or replacement of faulty items. Where appropriate, we are also happy to work with our suppliers on your behalf or provide you with the contact information for the right people to speak to, Since the vast majority of our products are disk items most damages would come to neglect which then we are unable to assist you with.
The item I ordered did not arrive
If your item did not arrive the first thing to do is request a “track and trace” on your item from the NZPost web site.
Go to the NZPost website (Alternatively you can call NZPost on 0800 COURIER (0800 268 743).)
If the “track and trace” on your order indicates that it has been delivered, but you’re unable to find it, we will start an investigation with NZPost on your behalf.
Regrettably, neither Bok Shop nor NZPost is able to refund or replace items that have been lost, damaged or stolen after being delivered to your property.
The Bok Shop is fully committed to protecting your rights under the Consumer Guarantees Act. If you have any questions please contact us.