TUDOR Online Boutique by The Hour Glass – Terms and Conditions (New Zealand)

What payment methods do you accept?
We accept both debit and credit cards from AMEX, VISA, MASTERCARD. Please note that during the checkout process, for added security your bank may prompt you to enter a One-Time Password (OTP) on our webpage. During this period, please do not close your browser.

Please note orders will not be processed until the corresponding payment/s are cleared.  If your card is declined during the checkout process, please contact your card provider for assistance or use an alternative payment method to complete your order.  As between the customer and The Hour Glass, title to the items remains vested in The Hour Glass until such time as the customer has paid to The Hour Glass all amounts owing in respect of those items.

What currency do you bill in?
We bill exclusively in New Zealand Dollar (NZD). At point of payment, we bill in NZD, and your credit or debit card provider will convert this into your card default currency and bill you accordingly

Is this online store secured for online payment?
The Hour Glass takes the security of online transactions seriously. Our online store runs on 256-bit SSL certificate that protects credit card and transaction data at the same security level provided on bank websites or applications. Our online payment gateway is also certified Level 1 PCI DSS compliant, the highest level of payment security standard available. We do not store your credit card or debit card details.

Do I have to pay taxes on my order if I’m buying from Australia?
All local orders are subject to Goods and Services Tax (GST) at the prevailing rate of 15%.

When will my order be processed?
We aim to process and ship all orders within 5-7 business days from the date of purchase. Upon successful checkout, you will receive an order confirmation email. You will be notified via email once your order has been shipped. Please note processing and shipping times may vary according to item availability.  We reserve the right to change our prices without notice and the item price at the time of submitting your order will apply (subject to any genuine error).

What delivery methods can I choose from?
Orders placed on the TUDOR Online Boutique are available for Click & Collector personalised delivery. You will be able to select your preferred mode of delivery upon checkout.

Which locations can I pick up my order from if I opt for Click & Collect?
You will be able to collect your order from the TUDOR Online Boutique by The Hour Glass located at 154 Queen Street, Auckland, 1010, New Zealand. More details about collection will be provided upon checkout.

Do you ship to PO boxes and freight forwarding addresses?
No, we do not ship to PO boxes for security reasons.

Do you ship internationally?
At present, shipping is only available to addresses registered in New Zealand.

Do I have to pay for shipping?
We provide complimentary shipping to addresses registered in New Zealand.

How long will it take for my order to be delivered?
We estimate that orders will be delivered within 5 to 7 business days of the date of shipping. Please note delivery times vary and may be impacted by several factors, including but not limited to the delivery address and peak sales periods (such as Christmas and end of financial year). If you have any concerns about your order please contact us.

Is my order insured during shipping?
We insure all purchases during the time it is in transit until it is delivered to you. Should your purchase be lost during transit, we will replace it with the same item/s ordered, or refund the amount paid by you in full. The Hour Glass will not be liable for any order lost in circumstances where you have instructed our delivery partner to leave your order unattended at the delivery address.

Will I need to be sign for my order?
For security reasons, all deliveries must be signed for by a person aged 18 years or older before they can be collected from our Click & Collect store or left at the delivery address by our delivery partners. If no one is at the delivery address, then our delivery partner will contact you to make alternative delivery arrangements.

Is my order insured during shipping?
We insure all purchases during the time it is in transit until it is delivered to you. Should your purchase be lost during transit, we will replace it with the same item/s ordered, or refund the amount paid by you in full. The Hour Glass will not be liable for any order lost in circumstances where you have instructed our delivery partner to leave your order unattended at the delivery address.

Can I cancel my order?
Unless otherwise agreed in writing with The Hour Glass, customers are not entitled to any exchange or refund on online orders for change of mind. Please check your order carefully before it is submitted to ensure that the details are correct.  Please note The Hour Glass will not be liable for any loss associated with inaccurate or incomplete order details. The Hour Glass reserves the right to cancel orders and return any money paid (using the same card details as the original payment) if we are unable to contact you using the contact details provided with your order, due to insufficient stock levels or where there has been a genuine error by The Hour Glass.

What is your returns policy?
All items sold by The Hour Glass through the TUDOR Online Boutique come with the consumer guarantees which apply under the NZ Consumer Laws.  Further information about the statutory consumer guarantees can be found here.

Customer satisfaction is paramount for The Hour Glass and we endeavour to ensure you are satisfied with your order.  In the event that there is a major failure with an item, subject to us verifying that failure you may return your order to us for replacement (subject to availability) or a refund of the original amount paid to us.  We reserve our right to repair the item at our cost (instead of providing you with a replacement or refund) if the item is not of acceptable quality (within the meaning of the NZ Consumer Laws) but the failure is not a major failure.

Please note items cannot be exchanged or returned for change of mind.

Click & Collect Customers: You (or the person collecting the order on your behalf) will be asked to inspect the order at the time it is collected.

Delivery Customers: Please check your item/s as soon as you receive them and advise us as soon as reasonably practicable if there are any manufacturing or other defects.

The Hour Glass reserves the right to refuse a refund, replacement or repair of any failures with items where customers do not notify The Hour Glass of those failures as soon as reasonably p[practicable after becoming aware of the claimed item failure (rejection period).

How do I request a repair, replacement or refund?

• Please send an email to tudoronlineboutique.nz@thehourglass.com quoting your order number. All requests for repairs, replacements or refunds must be received in writing.
• A Customer Service representative will get in touch with you and send a Return Request Form for you to complete and return.
• Subject to assessing your Return Request Form, you will then be provided with an authorisation number to prepare the return shipment. Please note that you will need to arrange return shipping of the item/s but that the reasonable costs of the return shipping will be reimbursed to you once The Hour Glass has inspected the item/s and confirms you are entitled to a refund, replacement or repair of the item/s.
• Return shipments must be sent within 5 days of the authorisation number being issued. We recommend keeping a copy of the shipping receipt for your records and that you consider insuring the return shipment. The Hour Glass will not be liable for any return shipment items lost in transit. Items must be returned together with a copy of the purchase invoice (or other proof of purchase), and should also include (where possible) all original shipping and item packaging, protective materials, and tags in place.
• All return items will be assessed once received by us. If your order is found to have major failures, we will return the amount paid by you in full through the same debit or credit card you had used to pay together with reasonable return shipping costs incurred by you. Alternatively, we may ship a new replacement watch (subject to availability and discussion with you). The Hour Glass will contact you once we have completed our assessment of any returned item/s to advise you of the outcome. Please note refunds can take up to 10 working days to show on your account due to varying processing times between payment providers.
• If we do not find any faults with the returned item/s, we will ship the item/s which you have returned back to the same shipping address as your original order. We will also send you an invoice for the returns shipping fee.
• The Hour Glass will not accept any returns if an item has been used or altered from its original condition in any way. Where an item shows signs of wear then it is within the complete discretion of The Hour Glass whether to accept return of that item. Return of items outside the rejection period is subject to the individual circumstances of each claim and any return, replacement, refund or repair of such items is at the discretion of The Hour Glass.

No Warranty as to Suitability
You acknowledge and agree that any images and/or descriptions provided on the TUDOR Online Boutique website, or any information that The Hour Glass may give to you about the item/s, is indicative only, that the item/s may vary slightly in real life, and that the appropriateness and suitability of the item/s is a matter for you to determine prior to submitting your order.

Genuine Errors
From time to time the TUDOR Online Boutique may be affected by system or human errors. These may impact item pricing, stock availability or item images/descriptions. The Hour Glass will endeavour to correct any such errors as soon as reasonably practicable. In the event that an order is impacted by a genuine error, to the extent of that error we reserve the right to cancel your order and refund any money paid by you.

Conflict With Other Agreements
These terms and conditions constitute the entire agreement between you and us. If there is any inconsistency between other communications and these terms and conditions, the latter shall prevail. You acknowledge that you have not relied on any statement, promise or representation made or given by or on behalf of us which is not set out in these terms and conditions.

Variation
These terms and conditions may be subject to change by The Hour Glass at any time. Any amendments will be effective as and from the date and time that they are published on the TUDOR Online Boutique website.

Severability
If any court or competent authority decides that any of the provisions of these terms and conditions is invalid, unlawful or unenforceable to any extent, that provision will, to that extent only, be severed from the remaining terms and conditions, which will continue to be valid to the fullest extent permitted by law.

Third Party Rights
Except as expressly provided, these terms and conditions are between you and us. No one other than a party to these terms and conditions shall have any right to enforce any of its terms.

Governing Law and Jurisdiction
These terms and conditions is governed by the law applicable in the New Zealand, and each party irrevocably and unconditionally submits to the non-exclusive jurisdiction of the courts of that State. All orders placed through the TUDOR Online Boutique are deemed to have been transacted in Auckland, New Zealand.