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FAQ
EZPAY
- Click & Collect
- Delivery
- EZPAY
- General
- Missed Payments
- Returns
- Shopping Online
- SPLITPAY
- How do I change my bank account details?
Call us to change your bank account details over the phone, send us an email with a screenshot of your bank account details or pop over to your local store with a statement.
- Can my family and friends use my account?
They can use your account providing you have given them authority which you can do at your local store.
- Can I pick my order up from a different store than the one I selected?
If you need to change your order collection store once you have placed your order, we can only do this if the order hasn't been processed and dispatched already.
Please contact Customer Care as soon as possible to see if we can change it for you - Call 0800 728 728 or email
hello@redrat.co.nz - How long will my order remain available for pick-up at the store?
Your order will be available for pick-up from your nominated store for 14 days following its arrival.
If you haven’t picked up your order after 14 working days of receiving your arrival confirmation email, then we will return the item and refund the money into the same account. - It's been 5 days, why haven't I received confirmation that my order is ready for pick-up yet?
If you haven't received an email advising that your order has arrived in store after 3 business days of placing your order, you can contact Customer Care to look into the delay for you.
Please call 0800 728 728 or email
hello@redrat.co.nz and quote your order number. - Can I exchange or get a refund on my Click & Collect order?
All orders from our website are subject to the same Returns Policy, see more info here.
- When can I pick my order up from the store?
Your order can be picked up from the specified store AFTER you have received the Order Ready email. Please see here for individual store opening hours.
- Why does it take up to 7 days before it is ready to collect?
Your order will be processed, picked from our distribution warehouse and then sent to your chosen store. This is the time it takes to be picked, delivered to your chosen store and prepared for pickup.
- What ID do you accept?
You can bring in Driver's Licence, Passport, 18+ card, School ID, Gun Licence, Police ID or Armed Forces ID.
- Can someone else collect my shopping for me?
No, you need to come and collect your order personally. This is to avoid mix-ups and unauthorized pickups.
- Can I choose to have some items delivered and collect others in the same order?
No, but our shipping fee is a flat rate of $5 per order nationwide, regardless of how many items are in the order, so please feel free to put through a separate order for the items you wish to have directly delivered to you.
- How do I use Click & Collect?
1. Shop online as usual and add your items to the shopping cart.
2. At checkout, select the Pickup In-store option.
3. Choose your preferred store for pickup from the drop-down menu.
4. Complete payment as usual to confirm your order.
5. You will receive 3 emails – Order Confirmation, Order Dispatch and Order Ready for Pickup.
6. When you’ve received the Order Ready email, bring this (it’s ok if you don’t have a printer, just show us on your phone) and a form of ID to collect your order from the specified red rat store. - How much does it cost?
Nothing. You won’t have to pay for shipping costs on top of your order if you choose to Click & Collect.
- How long will my order take to arrive?
STANDARD DELIVERY
We endeavour to deliver to you within 2-3 working days from the time of placing the order.
RURAL DELIVERY
Rural delivery times are between 2-6 working days from the time of placing the order.
We'll let you know via email if there are going to be any delays with your order.
AUSTRALIAN DELIVERY
Delivery Times to Australia once dispatched:Region Delivery time once dispatched Metro Sydney / Melbourne / Brisbane 3 - 5 Working days Regional NSW / ACT / QLD / VIC 3 – 8 Working days Rest of Australia & non-metro 5 – 10 Working days - Delayed Dispatch
We're moving our headquarters as we are growing to serve you better. This means that you will be expecting delays in order dispatch. We expect everything to be up and running smoothly after the 20th of April 2017. We apologise for the inconvenience and hope that you can bear with us during this time.
- Why am I receiving multiple parcels?
If you have been receiving multiple parcels for one order, this is because we have opened up our store branches as fulfilment centres to serve you better. This means that for some orders to be fulfilled, they may be dispatched at different times from different branches. If you are having any issues with your order, please give us a buzz on 0800 728 728 and our customer service team will be happy to assist you.
- How do I track my order?
Once we have sent out the email to let you know it has been shipped, you can track the order online by going to NZ Couriers website: www.nzcouriers.co.nz
- Has my order been shipped yet?
As soon as your order has been dispatched from our Distribution Centre, you will be sent an email confirmation to let you know that it's on its way.
- Why am I receiving so many service emails?
Red Rat sends service emails such as order confirmation, dispatch information etc to customers who shop online to update them about their order. This type of communication is a standard in online shopping. If you are having any issues, please give us a buzz on 0800 728 728 and our customer service team will be happy to assist you.
- How much does shipping cost?
Shipping is a flat rate of $5 per order for NZ orders and a flat rate of $15 for all Australian orders.
- Can I get my order delivered outside NZ?
Yes - We are now shipping orders to Australia
- What is EZPAY?
A Flexible Finance option that makes shopping with us easy
- How does EZPAY work?
Red Rat offers an extended purchase limit for approved EZPAY customers to shop now, pay later
- What do I need to apply for EZPAY?
You must be over 18 and a New Zealand resident. You'll need to provide the relevant identification documents as outlined in the different options below. Please note that EZPAY is currently only available for New Zealand customers
Option 1
One of the following:
- New Zealand passport
- New Zealand certificate of identity
- New Zealand refugee travel document
- New Zealand firearms licence
- Overseas passport or similar document issued for the purpose of international travel which:Contains the name, date of birth, a photograph and the signature of the person in whose name the document is issued; and is issued by a foreign government, the United Nations or an agency of the United Nations
- A national identity card issued for the purpose of identification that:contains the name, date of birth and a photograph of the person in whose name the document is issued and their signature or other biometric measure included where relevant; and is issued by a foreign government, the United Nations or an agency of the United Nations
Option 2
Two forms of identification, being one of:
- New Zealand full birth certificate
- Certificate of New Zealand citizenship
- Citizenship certificate issued by foreign government
- Birth certificate issued by a foreign government, the United Nations or an agency of the United Nations
And one of:
- New Zealand driver licence
- 18+ Card
- Valid and current international driving permit
Option 3
- New Zealand driver licence
And one of:
- Confirmation that the information presented on the driver licence is consistent with records held in the National Register of driver licences e.g. through Centrix SmartID
- A document issued by a government agency that contains the person’s name and signature (e.g. a SuperGold Card)
- A statement issued by a government agency to the person in the 12 months immediately precedi - How do I sign up for an EZPAY account?
Simply complete our EZPAY application form online (link to form), submit it through online or visit your
nearest red rat store with a copy of your ID and proof of bank account. You can also call 0800728728 to request a home visit if possible (depending on the distance from the nearest store). - When can I shop?
If your EZPAY application is approved you can shop after a successful direct debit payment.
- Where can I use my EZPAY account?
You can use your EZPAY account at any red rat store and the following websites.
https://www.redrat.co.nz
https://www.homie.co.nz
- How do I find out when new stock is on the site?
- Need to talk to someone about our products or service?
Sometimes you may need to talk about an issue you are having with Red Rat Clothing Ltd.
You should always, in the first instance contact your local store manager as they are there to help you.
If they are unable to assist you or you are not happy with the outcome you can phone us on 09 261 0033, freephone 0800 728 728 or 0064 9 261 0033, or email us at
hello@redrat.co.nz. We will confirm we have received your complaint and investigate it for you.
Red Rat Clothing Ltd. will make every effort to resolve your dispute for you but if you are still not happy then you can review your rights under the
Consumer Guarantees Act if your complaint relates to the goods sold to you by Red Rat Clothing Ltd.
If your complaint relates to the financial services provided by Red Rat Clothing Ltd. and you are not happy with the way your complaint has been dealt with, please know that Red Rat Clothing Ltd. is a member of a scheme designed to help customers resolve complaints arising from the provision of financial services and you are within your rights to seek advice from
Financial Dispute Resolution, phone 0508 337 337 or email enquiries@fdr.org.nz
- How can I get a Direct Debit Form?
If your direct debit has been cancelled you can download our direct debit form and take it to your bank to restart payment. Then get in contact with us so we can touch base with your bank to make sure that payments come through without a hitch.
- What do I do if I am suffering financial hardship?
If you are unable to keep up with your payments due to unforeseen circumstances, get in contact with us so we can help.
Red Rat may require documents supporting your claims. After reviewing these we can suspend or adjust your payments based on your situation. - What happens if I miss a payment?
One of our collections team will contact you if your payments are dishonoured or missed to see how we can help get payments re-started. If you miss numerous payments and we cannot make contact with you one of our team may visit you at home.
- How do I find out details about my account?
Log in to our red rat website using your registered email, log in using the red rat app or call us on 0800 728 728 for details about your account.
- Why are my direct debit payments cancelled?
The bank has automatically cancelled the direct debit because your account may be in overdraft or you have contacted the bank to cancel the direct debit.
- I want to pay my account in full, how do I do this?
Call us to set up a one off lump sum direct debit payment, pay via internet banking or pop into your local store.
- Can I pay my account using my partner’s bank account?
Yes through Automatic Payment but not through direct debit. Direct debit payments must be in a bank account in your name due to privacy concerns.
- How do I close my account?
Call, email, chat or send us a facebook message on our reddy ratty page requesting to have your account closed.
- Can I put my payments on hold?
Depending on your circumstances we may temporarily put your
payments on hold. To apply give us a call or send an email, chat or a
facebook message on our Red Rat page. - How do I make a payment to cover my missed payment?
You can set up a payment through Internet Banking, call us to request an extra payment taken out through direct debit or make a payment at your local store.
- What is your bank account number so I can make Automatic Payments?
BNZ 02-0191-0003676-000. Your reference number is your customer number.
- Can I make changes to my payments or reduce my payments?
You can change your payment dates or payment amount by calling us, sending us an email/chat to request change in payment date or payment amount.
- Why is my owing balance so high?
The owing balance consists of your purchases, interest, maintenance fees and dishonour fees which is outlined on your application.
- Can my family or friend make payments on my account?
Yes they can pay via Automatic Payment or make a payment in store.
- What if something is delivered wrong?
If we send the wrong item or size as part of a delivery please let us know as soon as possible by emailing customercare@redratclothing.co.nz. We will change the item as soon as possible and arrange for the wrong item to be returned.
- Can I exchange an online order in-store?
Yes, you can exchange orders in store - please ensure you take the items, including original tags and receipt with you to enable this to be smooth as possible.
- How do I return a product?
You can either choose to return a product through a red rat store, or by sending the goods back to our warehouse. You can find the delivery address and "how to" on the Returns Policy page.
- How can I pay for my order?
Payment can be made online using a credit card, debit card, or with your EzPay account.
If you are paying with a credit or debit card and your order exceeds $75, one of our customer service team will contact you to answer some basic security questions to validate the order.
This is to ensure the integrity of the orders that are made through the site and to protect credit and debit card holders from fraud.
If we are unable to get in contact with you, your order may be cancelled. The security questions will only take a few seconds and you can speed up this process by contacting us on 0800 728 728 after you have made the order. - Do I need an account to shop online?
No, you can shop online and checkout as a guest.
- Can I shop online with EzPay?
Yes you can.
If you already have an EzPay account with an email address on file, you should be able to login using that same email address here and will either be taken to your EzPay account dashboard (if you have already activated your account online) OR you will be sent a Welcome email with an activation link. Please click the link to complete your online activation so you will be able to view your EzPay account balance, Purchase Limit, etc. and start shopping online right away.
Please allow up to 5 minutes for the Welcome email to reach you. If you do not receive the email, please DO NOT try re-registering. Please email us instead at hello@redrat.co.nz with the subject line EzPay Online Activation, plus your Full Name, Customer Account Number and/or Date of Birth and we will help you as soon as we can. Please follow these instructions also if you login and cannot see your EzPay dashboard or Purchase Limit.
- How are your shoes sized?
All our Mens and Womens shoes are sized using US sizing. Unisex styles are always in mens sizes, eg. Mens size 9 is approximately Womens size 11, but this varies from brand to brand
Check out our sizing chart: www.redrat.co.nz/size-guide/footwear - Do you have a sizing guide?
Yes we do, check it out here: www.redrat.co.nz/size-guide
Please note all measurements should be used as a guide only as fit varies across brands and products. - What does "in trade" mean?
The Fair Trading Act applies to online selling when a seller is "in trade".
Who is in trade?
The Fair Trading Act’s definition of “trade” is broad. It defines trade as “any trade, industry, profession, occupation, activity of commerce or undertaking relating to the supply or acquisition of goods or services.”
Whether a person is in trade will depend on the specific circumstances of the seller and the offer. Many factors can be relevant to whether a person is in trade, including whether they:
- regularly or habitually offer to sell goods or services online
- make, buy or obtain goods with the intention of selling them
- are GST registered
- have staff or assistants to help manage their sales
- have incorporated a company or set up another type of trading vehicle
Sellers cannot avoid their obligations under the Fair Trading or Consumer Guarantees Act by having someone else make offers or sell on their behalf. In these cases the principal seller will still be in trade, and the person selling on their behalf may also be liable.
Anyone selling goods initially bought or acquired for their own personal use is not in trade.
By this definition, Red Rat Clothing Ltd. is in trade and you can find out more about your coverage as our customer under the Fair Trading Act and the Consumer Guarantees Act.
- How does SplitPay work?
SplitPay allows you to spread the cost of a purchase online with Red Rat over 4 fortnightly or 8 weekly installments, interest free! There\'s no sign up costs or hidden fees. The only time you\'ll pay extra is if you miss a payment.
- Do i have to spend a certain amount to pay with SplitPay?
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- If i have an EZPay account, can i still apply for SplitPay?
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