Frequently Asked Questions
Shipping & Delivery
What are your shipping rates?
New Zealand – there is a standard delivery fee of $5.00 per order. If we are delivering to a rural delivery address, there will be an additional $4.50 rural delivery fee added. Some large/bulky items, such as cots, bassinets and buggies will incur an additional large item freight charge. Please see our Shipping Information page for full details on these charges.
Australia – there is a standard delivery fee of NZ$10. Some large/bulky items, such as cots, bassinets and buggies will incur an additional large item freight charge. Please email email@example.com for a shipping quote. Please refer to our Shipping Information page for other important details.
If your order is valued at over NZ$250 then your goods will be shipped free of charge. There are exceptions however so please refer to our shipping information page for full details.
When will my order be despatched?
We aim to have your order on the courier as soon as we can. Please see our Shipping & Delivery page for delivery time-frames relating to your area.
I have not received my order, what can I do?
If you feel that the shipping time is taking longer than expected, please check on the status of your order in your Twins & More customer account. Details of your courier tracking number will be listed against your order which you can use to trace your package. If you are unable to see the tracking details or you have ordered from Australia then please contact me at firstname.lastname@example.org we will be able to help.
My order was received damaged, what can I do?
If you receive your order and it is damaged, please contact us immediately at email@example.com. We will be more than happy to replace the item(s) for you and ensure your new order arrives safely. You will need to send the order back to us via courier. Once we have received the order we will send out a replacement right away.
Do you deliver overseas?
Yes, please contact us for shipping pricing.
Where can I get some advice when choosing a product?
We are happy to help where we can. Many of the choices come down to personal preference but if you need some help from a fellow twin mum then we are just a phone call, email or Live Facebook Messenger chat away. See our home page for contact details or click on the chat now symbol in the bottom right of your screen.
Can I come and see the product before I purchase?
Unfortunately, we don’t have a physical store for you to visit but we have tried to supply you with lots of photos (and videos where possible) so you can ‘virtually’ see the product before you purchase it. You can shop confidently with our Shopping with a Smile Guarantee – if you don’t LOVE the product when it arrives then just return it. Please see our Returns Policy for further details.
How do I change the currency on your website?
You can change the currency in the top left corner of the screen. We are only able to offer our products in NZD, AUD or USD at this time. Please note that payments will be processed in NZD and the exchange rate charged by your bank may differ from the price quoted on our website.
How do I stay up to date with Twins & More’s latest products and information?
Keep in touch with what’s happening at Twins & More by signing up to our e-newsletters. I promise we won’t bombard your inbox with emails! You will be the first to hear about Twins & More’s latest news, product releases, online offers and exclusive discounts. You can sign up to our e-newsletter at the bottom of the home page.
What are your payment options?
Credit Card: We accept Visa and MasterCard and American Express.
PayPal: We accept payment via PayPal.
Direct Credit: Please select payment option ‘Bank Deposit’ at the checkout. Details of our bank account along with your order number will be shared with you once you click on the ‘Continue’ button. To ensure we can allocate your payment quickly please enter your name and order number in the reference section when entering your payment.
Payment via Bank Deposit can take up to THREE WORKING DAYS to clear and be allocated onto your order. We will not send your goods until your payment has been cleared into our account.
Gift Voucher: Please enter the voucher number at the checkout. See below for more information on our Gift Vouchers.
How do I know you have received my order and payment has been confirmed?
When you process your payment you will be notified on the payment screen if your payment has been accepted or denied. Once your payment is processed and your order received you will receive an email from Twins & More to confirm that we have received your order. If you don’t receive an order confirmation email from firstname.lastname@example.org then please first check your junk mailbox then contact us on email@example.com and we will check that your order has come through.
What happens if an item I purchased is unavailable?
This is not a likely occurrence, however, sometimes we run out of stock after your shopping cart has been submitted. We try to avoid this frustration as much as possible. If this does happen to you, you will receive an email from us stating the product that is out of stock and whether you would like to exchange it for another product – with some options for you to choose from, or receive a refund. We may also be able to place it on back order for you and send it as soon as new stock is received.
Can I cancel my order if I decide I no longer want it?
If you decide that you no longer want your order please contact us ASAP to let us know. We will do our best to pull it from the picking line however we cannot guarantee that we will be able to catch it before it is sent. We will do our best to accommodate you and cancel the order for you.
How do I know when my order is dispatched?
As soon as your order has been dispatched we will send you an email with your tracking details, so you can keep an eye on its progress. You can also login in to your account and check your order status at any time.
Do you offer lay-by?
Yes we are able to offer a layby service. Please refer to our Layby Terms & Conditions page.
Can you gift wrap my order and send it to a friend?
Unfortunately we aren’t currently able to offer this service.
Can I return my order if I am not happy with it?
We understand that it can be challenging to shop online, particularly as we are an exclusive retailer of some product lines in Australasia. We offer our Shopping with a Smile Guarantee so if you don’t LOVE the products you ordered when they arrive then you are welcome to return them.
Returned goods must be received back within 30 days in an unused condition with packaging and order confirmation included. Please allow up to 5 working days for processing and understand that we cannot refund shipping costs unless goods are deemed to be faulty. The customer is responsible for return shipping. Please see our Returns Policy for full details.
Is there a cost if I decide to return my item?
If you have ordered the wrong size, colour or have changed your mind about your order you will be charged for shipping costs to return it back to us. If you receive an item which is faulty or broken we are happy to replace the goods and pay for the shipping cost.
Help! I’ve ordered the wrong item.
Please let us know ASAP and we will try to pull your order before it is processed. Call us on +6421707920 or email firstname.lastname@example.org. If your parcel has already been processed and is on the courier you will need to courier it back to us. Shipping will be at your cost.
A part of my item is broken, what can I do?
Please email us at email@example.com with a photo and description of the broken item and if we don’t stock the part then we can certainly source it for you and advise you of the cost. Some items may need to be returned to the manufacturer or supplier for repair. We will advise you on the best course of action.
Managing your Account
How do I change my address, email or phone details?
You can change your personal details at any time in the ‘My Account’ section located at the top of the Twins & More website. Click on ‘My Account’ and then ‘Your Account Details’ or ‘Your Address Book’ depending on what information you wish to update.
I’m having trouble logging in to my account who do I call?
In the first instance try resetting your password which you can do yourself by clicking on ‘Reset your Password’ at the ‘My Account’ login. An email with reset instructions will be sent to your email account. If you do not receive it within 5 minutes then please check your junk mailbox. If that doesn’t let you in to your account then please contact us on firstname.lastname@example.org and we will try to resolve the issue for you.
Promotional Codes and Discounts
How do I apply my Multiple Birth Club discount to my order?
Please enter the discount code in the ‘Coupon Code’ box at the checkout.
My discount code doesn’t work, what should I do?
Your code may not be working for a number of reasons. Firstly check that all characters are entered correctly. If it is still not working, the code may have expired or been changed. Please contact us at email@example.com with proof of your membership and we will happily check it out for you.
What is a promotional code?
We occasionally promote special offers in our email or newsletter advertisements and quote a promotional code to enable you to receive discounts on items for a limited time period. To use a promotional code, simply type the code into the promotional code area at checkout. Please make sure you read any promotion terms and conditions. It is not necessary to have a promotional code to complete your order. If you do not have a code you can bypass this section.
Do you offer discounts?
We are not a ‘discount store’ and prefer to offer you a great range of quality brands and products paired with great service. We do from time to time offer ‘special offers’ or promotions and you can be kept up to date on these by signing up to receive our newsletter here or by joining our facebook page.
We do offer our multiple birth club members a 10% discount on all purchases. You can find details of the discount offer in the members only section of your local multiple birth club website.
Can I purchase gift vouchers online?
Yes. You can purchase online gift vouchers HERE. The voucher can either be emailed to the recipient directly to your own email address. Please note Gift Vouchers are purchased in and therefore valued at NEW ZEALAND DOLLARS.
How do I redeem a Gift Voucher?
Once you have selected the product(s) you would like to purchase, go through the checkout process and on the final ‘order confirmation’ screen you will see a place to enter the Gift Voucher number. This will allocate the full or part value of the gift voucher to your order.
How long are the gift vouchers valid for?
Gift vouchers are valid for 6 months from the date of purchase. The expiry date is included on the voucher. Sorry we are unable to offer extensions on Gift Voucher expiry dates so please ensure you use them within the 6 month period to avoid disappointment.