Home FAQ

Frequently Asked Questions

Here’s a few common questions along with (hopefully) helpful answers…

If there’s anything we haven’t answered, you’re still unsure, or you’d just prefer to talk to someone, you can contact us here – we’d love to hear from you!

Orders

  • Can I change an existing order?

    If you need to change your order, call us immediately on 0800 278 600 and we'll do our best to adjust your order, however as we work hard to get orders delivered overnight this will not always be possible if it's already been picked, packed and shipped by our distribution team.

  • I’ve got a promo code. Where do I enter it?

    Fantastic! Simply go to 'View Cart' and once on the page click on 'Apply Promotion Code' in the Summary section on the right-hand side of the page. An area should drop down for you to enter the discount code, then click the 'Apply Discount' button. 

  • How do I access my previous orders?

    Login at the top right corner of the page, then in the dropdown menu under your name (or from the dashboard) click on 'My Orders'. 

  • How do I save an order so I can add to it later?

    If you're wanting to save an order so you can add more to it before submitting, just go to 'View Cart' and in the Summary section below the 'Proceed To Checkout' button, click 'Save Order'. This will then be stored under 'My Saved Orders' in your account. 

Delivery

Returns

  • How do I return a product?

    If something is not right with your order, we'll fix it! Head to our Returns page here for more information.

  • Will I get a refund or exchange?

    As long as the goods are returned unused within 30 business days, in original condition with a copy of the relevant purchase paperwork, once received, we can offer a refund, credit or exchange whatever you prefer.

  • What if the goods are damaged?

    We ask that you inspect all goods at the time of delivery. If they are delivered damaged, contact us within 24 hours of delivery and we will send a replacement. In this instance we will require photo evidence for our courier’s records, or in some instances we may require the products to be returned.

  • What if the products are faulty?

    If the product is not performing, and you suspect it is faulty, give us a quick call on 0800 278 600. Customer satisfaction is our #1 priority, so we’ll arrange to have the faulty product collected and a replacement sent out to you ASAP!

  • Will my refund include courier charges?

    If it’s our fault, yes. We’ll credit you for your costs in returning incorrect or faulty items. If the return is because of a change of mind, or the wrong product was ordered, you will have to pay for the returning of the items.

  • Does Euromarc charge a restocking fee?

    If it’s our fault, no. We’ll credit you for your costs in returning incorrect or faulty items. We have a strong focus on prompt dispatch so we can ensure your goods get to you overnight, it's not easy but we work hard to make it happen. Ultimately processing returns comes as a distraction and a cost so there will be a charge if you simply change your mind or made a mistake. We try and keep these reasonable though, there is a minimum charge of $12.00. If you want to find out beforehand just email the team at sales@euromarc.co.nz or give us a call on free phone 0800 278 600.

Trade Account