Frequently asked questions
Below you'll find the answers to most things, covering orders, shipping, exchanges and the sustainability of the range. If something's not here, flick us an email and a real human will get back to you.
When will my order be shipped?
We aim to pack and dispatch most orders within **4–10 business days**. Orders are shipped Monday to Friday, so if you order over the weekend, we'll get things moving on the next business day.
If we're experiencing higher-than-normal order volumes, it might take a little longer. If there's a significant delay, we'll let you know by email.
Can I change my shipping address after placing my order?
Maybe - but get in touch with us ASAP. We pack orders quickly, so while we'll do our best to update your address before your order leaves, we can't guarantee changes once processing has started.
Email us at [email protected]
What happens if I entered the wrong shipping address?
If your order is returned to us because the delivery address was incomplete or incorrect, it may be subject to a restocking fee before it can be sent out again.
How much does shipping cost?
Shipping costs are calculated at checkout based on your order and delivery location.
Do you ship internationally?
Yes. Please note that orders sent outside New Zealand may be subject to import duties, taxes or customs charges. These are set by the destination country's customs authority and are the customer's responsibility.
My tracking says my order has been delivered, but I can't find it.
First, check around your property and with your neighbours, then contact the courier directly.
If you still can't locate your parcel and believe it may have been stolen, you may also wish to report it to your local authorities.
Can I return my order if I change my mind?
We don't offer refunds for change-of-mind purchases.
If you've ordered the wrong size or changed your mind, eligible merchandise can be exchanged within **30 days** of receiving your order, provided it is:
- Unworn and unused
- In its original condition
- Returned with all tags attached
- In its original packaging
How do I exchange an item?
Email [email protected] before sending anything back.
Please include:
- Your order number
- The item you'd like to exchange
- The size or replacement item you're after
Once approved, we'll send you instructions for returning your item.
Who pays for return shipping?
If you're exchanging an item because you've changed your mind or ordered the wrong size, you'll need to cover the cost of returning it to us.
Once we've received and approved your return, we'll send your replacement item at no additional shipping cost.
If your item is faulty, damaged or we sent the wrong item, we'll cover the return and replacement shipping costs.
Can I exchange my item for a different size?
No worries - if it's still available.
Exchanges are subject to stock availability. If your preferred size has sold out, we'll get in touch to discuss the available options.
I’ve emailed about an exchange but haven’t heard back.
Hang tight, we haven’t forgotten about you. Our customer service desk isn’t monitored over the weekend, and our third-party logistics partner processes exchanges twice a week, so there can be a short delay between getting in touch and your exchange being processed.
If you’ve already emailed [email protected], there’s no need to send another message. We’ll get back to you as soon as we can and let you know the next steps.
What items can't be exchanged?
We can't exchange:
- Worn, used or washed items
- Items without their original tags or packaging
- Clearance or final sale items (unless they're faulty)
- Items that can't be resold for hygiene reasons once opened or worn
My item arrived damaged or incorrect. What should I do?
Please contact us as soon as possible at [email protected] and include:
- Your order number
- A description of the issue
- Clear photos of the fault, damage or incorrect item
We'll assess the issue and let you know the next steps. If we need the item returned for inspection, we'll provide a prepaid shipping label.
Will I receive a refund for a faulty item?
If your item doesn't meet the guarantees under the New Zealand Consumer Guarantees Act, we'll provide the appropriate remedy, which may include a repair, replacement or refund depending on the circumstances.
What happens if something I ordered sells out?
If an item in your order is temporarily out of stock, we'll hold your order and send everything together once it's available.
If there's likely to be a longer delay, we'll contact you to keep you updated.
Is the merch sustainable?
We’ve tried to make considered choices with our range of merch, balancing quality, affordability and stuff you’ll actually want to keep or keep wearing.
Our tees and hoodies are sourced from AS Colour, a supplier with established responsible sourcing and sustainability programmes. Other items in the range come from trusted partners selected with quality and appropriate supplier standards in mind.
We’ve also prioritised products designed to last. Because sustainability aside, making merch that falls apart after three washes would not be cool.
We’re not claiming the range is perfect or calling it ‘sustainable’ as a blanket statement. We’d rather be straight up and make sensible improvements where we can, without turning a BurgerFuel tee into a luxury purchase.