Frequently Asked Questions

Payments and Gift Cards

Visa, Mastercard, American Express, Paypal, Shopify pay, Google pay and Apple pay.
We also have Afterpay available to Nz customers.

Wear it now and pay later with Afterpay, it's easy.

  1. Choose Afterpay as your payment method at checkout.
  2. Your parcel arrives. Yay!
  3. Pay 4 equal instalments every 2 weeks.

Check out Afterpay for more info. You can also read Afterpay's Terms of Service here.

It is so much easier shopping in your own currency, find our supported checkout currencies below:

 

  • Australian dollar (AUD)
  • Canadian dollar (CAD)
  • Denmark Krone (DKK)
  • Euro (EUR)
  • Hong Kong dollar (HKD)
  • Japanese yen (JPY)
  • New Zealand dollar (NZD)
  • Pound sterling (British pound) (GBP)
  • Singapore dollar (SGD)
  • United States dollar (USD)

 

Yes we do! To buy one of our e-gift cards, please click here.

Please note:If you buy one of our e-gift cards, this is only valid to use online and will be sent to you electronically via email.

To purchase one online you simply add it into your basket like you would a normal product. Once you’ve completed at checkout you will receive an order confirmation with your gift card confirmation within 24 hours. To buy one of our gift cards please click here.

Reach out to us at: info@lacunaclothing.co.nz and one of the customer specialists will help you as soon as possible.

 

- Try use a different method of payment, and make sure all discounts are inserted correctly (case sensitive). -

Delivery

Please See here for Shipping Timeframes 

Once your order has been dispatched, you’ll receive an email with a link to the courier website. Here, you’ll be able to track your delivery whilst it is in transit and out for delivery. There is also a tracking feature on the website, however, it may take a couple hours to get the information you need after the purchase. 

Once you have completed your order, you’ll receive a confirmation email with your order details. Our team will then be working extremely quickly to get this order picked and packed and sent out to you. Once this has been dispatched, you’ll receive an email notifying you of this with a tracking link included. Your tracking will continue to update as your parcel makes its way to you.
If you have not received this order confirmation, please reach out to info@lacunaclothing.co.nz so we can ensure we have the correct email address.

From our warehouse in Whanganui, New Zealand.

As soon as you place your order, we’re on it – we know you need it fast! Unfortunately this means we will be unable to make any changes after it’s already being processed at the warehouse. Please get in contact with us as soon as possible if you would like to make changes to your order or if there is a mistake in shipping information.

  1. You can track your order by the Shipping Confirmation email (Check Spam Folder)
  2. You can view this by logging into your account 
Only received part of your order? This may have been sent from a different warehouse, but don't worry you'll be first to know when this leaves the warehouse.
If you're still concerned about the whereabouts of your order, reach out to us at info@lacunaclothing.co.nz and we'll get back to you asap.

 

Deliveries to countries outside of New Zealand may incur a customs or import tax when your order arrives.

If your order ships from more than one of our warehouses, you may be charged customs fees for the two separate parcels. We do our best to avoid these charges but unfortunately, import duties and taxes are charged at random by your local customs authority. Please contact your local customs office for further information! 

We get it, you just made your order and are eagerly waiting at the window for it to arrive. So when will it be sent?  When will it arrive? 

Order processing times:

  • Items stocked within our New Zealand warehouse will be shipped out within 24 hours

Depending on the courier, you may be offered delivery options such as:

  • changing your delivery date
  • requesting leave with neighbour
  • requesting collect from a service point
  • requesting that your parcel is left safe
  • requesting that your parcel is held for delivery on another date (for example, if you're on holiday).
Standard Shipping usually takes 6-10 working days to arrive Worldwide.
For Australia Standard Shipping may take 3-6 working days to arrive.
Free Express Shipping is applied to all New Zealand Orders (Rural included)
Express Shipping with signature is $1. 

 

  • International orders sent from the New Zealand warehouse will be processed within 24 hours of ordering. 
International Shipping rates are based on weight and destination Country, giving the most accurate and cheapest rate for your destination and order size.
All options available for your Destination Country will be present at the Checkout, if you don't see any rates please reach out to us at info@lacunaclothing.co.nz and we will provide a quote for a rate if there is one available for the destination :)
After you complete your order you will receive an Order Confirmation email, once your order has been shipped from our warehouse, we'll send you a shipping confirmation email. 

Orders

Oops! That's okay, it happens to the best of us. 

We're super quick at packing and processing your order which means we can't make any changes once you've placed the order. This includes changing the shipping option, delivery address or payment method. Please contact us immediately at info@lacunaclothing.co.nz if any of your details are incorrect, if your order hasn't been shipped yet we may be able to change this Shipping address.
*Please note there are varying time restrictions depending on what shipping option is chosen at the checkout and when you placed the order.

If the order has already sent, you may be able to reach out to the courier company with your unique tracking number to get this redirected to the correct address. 

Oh no! 

You will get an email from our team soon containing a discount code as a sorry from us. The item will be credited back to your original mode of payment. This can take 2-5 business days for Domestic customers and 1-10 business days for international customers.

If you don't see this email reach out to us at info@lacunaclothing.co.nz and we'll dig into this for you.

For Domestic orders, if you have not received your order in the allotted time frame, please notify us by email at info@lacunaclothing.co.nz within 21 days of the order date. 
For International orders, please allow up to 16 working days for your order to arrive before contacting us regarding a missing order. 
Log into your account and view this order history on the lefthand side.

 

If you Checked out as a guest check your inbox for the confirmation emails (Check spam / Junk folder)

You'll receive credit back to your account via the original mode of payment in 2-5 business days for domestic customers and 1-10 business days for international customers.

Still nothing? Don't worry! Please contact us at info@lacunaclothing.co.nz and we'll help you out! 

Head to our Returns portal, your eligible items will be available to return, select the item(s) to return, select 'Wrong Item', upload a clear image(s) and follow the prompts. The return status will update to 'Return pending approval. Our Customer service team will be in touch within 24 hours.

Returns and Refunds

Check your spam/junk folder. 

If you can't find your return details, reach out to us at info@lacunaclothing.co.nz and we'll help you out.

Oh no!
There could be a couple reasons why this is not able eligible to be returned:
  • Sale items can not be returned 
  • Vintage tees can not be returned
If you are trying to return a full priced item please reach out to us at info@lacunaclothing.co.nz and we'll take care of this for you.

Once we receive your returned item, we'll send a store credit confirmation email so you know when these has been completed

Check up on your credit and returns anytime using My Account and get ready for that new outfit feeling all over again!(This will be in the form of a Store Gift Card.)

If you receive your order and have an issue with one or all of the items in your order you can refund these if they are within 30 days of placing the order and are eligible for return. 

If you're unsure whether an item can be refunded, check out our Refunds page.

If you are still unsure, reach out to us at info@lacunaclothing.co.nz and we will help you out.

Goods are classified as faulty if they are not of satisfactory quality, fit for purpose or not as described. Please note that items which are damaged due to normal wear and tear; by accident; or through misuse will not be considered faulty and Lacuna Clothing has the right to refuse a refund on these grounds. If your item is faulty, please do not dispose or amend your item(s).

If the item is deemed a manufacturer fault, the warehouse will issue either 100% value of the item as store credit or a full refund to the original payment method(s) used.

As a business we're constantly changing our prices due to fashion trends, sales demand and other various reasons. This does unfortunately mean that if the price has changed since you've ordered, we are unable to refund the price difference. If the item is now within the Sale, it will be unable to be refunded.

If you sent your item back with tracking included you will be able to remain updated on where your order is from within your account
Have an account?

Log into My Account> Current returns> Track returns. It's that easy.

We will send an email once this item is received. It takes up to 5 business days to process your return at the warehouse and process your store credit.

Products

Everyone’s bodies are different, to find your perfect fit, check out our Size Guide.

Wherever we can, we include our model's measurements and the size they're wearing so you can get an idea of what's right for you.

It's also worth checking the product description to see what fabric used is and it's elasticity.

Still not sure? If you need it now, buy two sizes and return one for a full refund. We've got you covered!

Currently we are purely based online.
Due to some popular items selling through so fast, these items may be shown on our Social Media but may be sold out online. For items that will be available in the future, you can sign up to be notified by email as soon as this comes back in stock.
We try and include as much information within our product descriptions as possible, if you require further information please reach out to us at info@lacunaclothng.co.nz

Accounts

No, if you do not want to set up an account with us we have the option to checkout as a guest. All you'll need is your contact and shipping information!

Oh no!

We recommend selecting 'Forgot Password'. This will send you an email to reset this password. If this still doesn't work please contact us at info@lacunaclothing.co.nz and explain the issue. We will reach out asap to help you with this.

You can read our Privacy Policy to find out more about the measures we take to keep your information secure, or reach out at info@lacunaclothing.co.nz to find out more. 

Oh no! Please check your spam folder and make sure our emails are not flagged as spam. Please check that the email on your account or order is correct, if there is an error please contact as asap to change this for you.

Just click unsubscribe at the bottom of any newsletter or email your receive from us, alternatively email us at info@lacunaclothing.co.nz and we can remove your information from our database completely.