Frequently Asked Questions

What payment methods do you accept?
Credit/Debit cards (Mastercard, Visa, Amex), Paypal, Shopify Pay, Apple Pay, and Google Pay.
  
Where can I see the t-shirt sizes?
Please click this link to see the size chart
 
Is it secure to order online on your website?
Yes, our website is powered by Shopify which is a certified Level 1 PCI DSS compliant. Meaning, they are very serious about securely hosting an online store and have invested significant time and money to certify their solution as PCI compliant.
 
Where are the products coming from?
All products are stored in our Auckland warehouse and ready to be shipped anywhere in New Zealand. Meaning you don’t have to pay any Customs duty and other import fees.
     
Do you have a discreet packaging?
Yes, privacy is important to us. First, we pack your items using Loyola packaging and then we place it inside a plain courier bag. Only the receiver's standard shipping information will be seen in the courier bag.
 
What are your shipping and handling rates?
We have a flat rate of $10 anywhere in New Zealand regardless of the size and weight of the item. We will waive the shipping fee if you purchase more than $79 worth of items.
 
Can I track my items?
Absolutely. We have arranged a tracking system with CourierPost so you can track your items with ease. To track your item, click here (please note that this link will direct you to CourierPost’s website).
 
How long will it take for my order to arrive after I make payment?
You should receive your items within 2-5 working days after you have completed your order.
 
Do you post packages internationally?
Not yet, sorry.
 
How can I change my shipping address?
You can change your shipping address before completing the order by updating your shipping details on our website.
 
If you wish to change your shipping address right after you have completed the order, let us know within 5 hours at contact@loyola.co.nz providing your name, order number, and the new shipping address.
 
Plans changed when you’ve got a parcel on the way? No worries! You can change your parcel delivery to another address within 75kms of the original delivery location – such as to the weekend bach, to work, or to a nearby Parcel Collect location such as a participating Auckland Countdown, Wellington Z Energy, CourierPost depot or NZ Post retailer. You can redirect your parcel up until it leaves the depot. All you need to get started is your tracking number.
Please note that change in shipping address after the order has been completed will delay the shipping process.
 
Returns
Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately, we can’t offer you a refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it.
 
To complete your return, we require a receipt or proof of purchase.
To return your product, email us at contact@loyola.co.nz. You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
 
Exchanges
We only replace items if they are defective or damaged.  If you need to exchange it for the same item, send us an email at contact@loyola.co.nz. Depending on where you live, the time it may take for your exchanged product to reach you may vary.
 
Refunds
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
No refund for:
  • Any item not in its original condition, damaged or missing parts for reasons not due to our error.
  • Any item that is returned more than 30 days after delivery.
Late or missing refunds
If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next, contact your bank. There is often some processing time before a refund is received. If you’ve done all of this and you still have not received your refund yet, please email us at contact@loyola.co.nz.
  
Sale items
Only regular priced items may be refunded, unfortunately, sale items cannot be refunded.