Online Store Frequently Asked Questions

Shopping

Q. Can I order products by phone?

A. Unfortunately, we do not take orders over the phone. All orders must be made directly from our online store.

Q. Do I need to create an account to shop online?

A. No, you can checkout as a guest when you shop with us.

However we recommend that customers create an account, so you don’t have to enter your details every time you shop online. There are also many benefits such as special offers and regular newsletters for active users.

Q. Do you restock products that are sold-out?

A. MIRROU has been synonymous with fast fashion in New Zealand since 2013, and we live up to it by following and setting the latest trends. This means that we rarely restock items, as we prefer to focus on creating new products as we constantly pursue the newest looks and styles.

Q. Can I change or cancel my order once it’s been placed?

A. Unfortunately, the fast paced nature of processing and dispatching our orders means we are unable to amend or alter an order once it has been placed. Please make sure that all the details of your order are correct before it has been put through

Q. Can I purchase gift cards online?

A. No, gift cards can only be purchased in-store.

Q. Can I use a gift card to purchase an item online?

A. No, gift cards can only be redeemed in-store.

Q. Do you have a size guide?

A. Yes we do! Please click here.

Shipping & Delivery

Q. How much does delivery cost?

We offer free shipping when you spend over $40 or more.

For purchases below $40, we charge a flat rate of $6.95.

Q. How long will my purchase take to arrive?

A. We aim to have all orders delivered within 3-5 working days from your date of purchase. However, your order may take longer if you live in the South Island or if you place your order on a weekend or public holiday. You can track your order with our courier service using the tracking number provided to you via email.

Q. What kind of delivery service do you use?

A. We send our products via Post Haste. All orders require a signature upon delivery.

Q. How can I track my order?

A. When your order has been dispatched, we will send you a Shipping confirmation email with a link to our delivery service's website and a tracking number. Please note that it may take up to a day for the tracking number to be properly entered and displayed on our delivery service's system.

Q. Do you ship to PO boxes?

A. No, we do not ship to PO boxes as our delivery service requires a signature upon delivery.

Q. How long does it take Customer Service to reply?

A. We do our best to respond within 2 business days, but there may be occasional backlogs during our busier periods.

We apologise in advance if we keep you waiting.

Online Returns

Q. Do you exchange items?

A. We do not offer exchanges for online purchases.

Q. Do you refund items?

A. Yes we refund items. Any items that are returned must be in new and unworn condition with the tags still attached.

Q. How long do I have to return my order?

A. All returns must be made within 30 days of the date of purchase unless otherwise provided for by our Terms and Conditions.

Q. Can I return my item at a store?

A. Yes, Online purchases can be returned by visiting one of our MIRROU stores. The returned items must be new, unworn, unwashed, with tags still attached.

Q. How do I return an item I purchased online?

A. Online purchases can be returned to one of our MIRROU stores or by post to our distribution centre. All returns must be within 30 days from the initial date of purchase. Items must be returned with the Order Invoice and a completed copy of the here.

Any online returns sent via mail must include your Order Invoice and the Online Return Form. The return address is below:

RE: Mirrou (Online Store Return)

298 Lambton Quay

Wellington, 6011, New Zealand

Q. What should I do if the item I bought is faulty or incorrect?

A. If the item you have received is faulty, please send it back to us via registered post with the Order Receipt and the Online Return Form. Please make sure to enclose the receipt for the postage fee so that this cost may be reimbursed with your Refund.

Q. What happens if I send my item back and it is outside of the refund period?

A. Any items that we receive after the 30 day return period has elapsed will be posted back to the customer.

Q. What if my return is lost in the post?

A. We do not take any responsibility for returns that are lost during transit. For that reason, we highly recommend that you use a registered post option with a tracking service so you can keep an eye on your package at all times when you are returning your purchase.

Q. How long will it take for my refund to be processed?

A. Refunds will be processed within 7 business days of receiving the returned item(s), though the time until the finalisation of payment may vary depending on the Customer’s bank.

There may be occasional delays in processing returns sent via post, so please wait at least 2 weeks from the time we receive your item(s) before contacting our Customer Service Team if you find that your refund has not been credited to you.

Q. What if my refund amount is incorrect?

A. If you believe you have been incorrectly refunded, please email our Customer Service Team at mirrou.onlinestore@nz.ffbglobal.com and we will be happy to assist you.

Q. Will my refund include shipping charges?

A. No, postage charges must be paid by the customer except in the case where an item is faulty or incorrect.

Q. Where can I find the Online Return Form?

A. Please click here.

Payment

Q. What payment methods do you accept?

A. We accept Visa and MasterCard credit/debit cards. You may also use your PayPal account to make your purchase.

Q. Do you accept MIRROU gift cards as a payment method?

A. No, our gift cards can only be redeemed in-store.

Q. What do I do if I think I have been charged twice?

A. No need to worry; typically when your bank statement displays two charges for the single transaction, it is just a bank issue and will resolve itself in the next 3-5 business days.

Q. Why has my payment been declined?

A. Normally, this will be because you either have insufficient funds in your bank account or you have incorrectly entered in your card details. If you’re certain that neither of these is the problem, please try using another card before contacting Customer Service.