FAQ'S
Holiday Season Hours
Operating Hours:
During the holiday season, we will be closed on the following days:
- December 24th
- December 25th
- December 26th
- December 27th
- January 1st
- January 2nd
- January 3rd
All other days, we’ll operate as usual to ensure your orders are processed promptly.
Contact Us Page: Click Here
General enquiries: info@chingaclothing.co.nz
Returns: returns@chingaclothing.co.nz
What payment methods do you offer?
The payment methods that we offer are credit/debit card, Afterpay, Zip Pay, Paypal. These options will show at Check out - Payment section.If you would like to pay by Afterpay, Laybuy or Zip Pay.
Please ensure the credit card option is not ticked so that the other payment methods will show up.
If you are having issues with the checkout button not working please try the following steps:
- Clear your cache and cookies on your browser. After this, completely reboot the browser.
-Try a different web browser, as well as incognito or private windows to rule out any browser issues.
- When using incognito, if you are still experiencing a display issue, confirm you have disabled browser extensions as these can change how the pages look.
- Ensure the web browser is up to date on the latest version (we don't support every browser, but we do support these ones.)
- Try another device, like another computer or mobile phone.
- Try on the Shopify Mobile app; this is usually the best step to try as it also rules out device issues.
- Try another internet connection (switching to a cellular network on a phone rather than wifi, for example)
- Ensure you do not have any firewalls or pop up blockers enabled on the device as these can interfere.
I can not find the size guide? Our size guides are now located on each item. Click on the item you would like to know the sizing of, once you have clicked the product scroll down to the bottom of the product description and you will find the size guide for that item.
Where is my order?
Please allow 3-5 business days for your order to be processed and dispatched from our warehouse. However please note that these times may increase during holidays and sale times.
Once your order is ready to be dispatched, you will receive a shipping confirmation email with the tracking details. See our Shipping and Tracking page for more information. Once your order is ready to be dispatched, you will receive a shipping confirmation email with the tracking details.
I have not received my order?
If you have not received your parcel within 7 days of receiving a shipping confirmation email, please contact us as soon as possible as NZ Couriers is unable to process claims for items posted more than 14 days from date of posting to the first point of contact made to NZ Couriers.
How do I track my order?
Once your order is ready to be dispatched you will receive your tracking details to track your order online. You will then be able to track your order via the online tracker.
Tracking information should be available as soon as you receive this email; however, please note that until the carrier updates their system with your tracking information, you will be unable to track your order.
My tracking status is 'delivered' but I did not receive my parcel.
If the tracking status for your parcel is delivered however you have not received your parcel, please check around your property and will your household to ensure it has not been left outside or taken in by another member of your household.
If you still cannot find your parcel, please try contacting NZ post yourself directly as they will be able to tell you where they have left your package.
Once you have contacted NZ Post and are still unable to locate your parcel, please then email us at info@chingaclothing.co.nz with your order number and let us know that you have contacted NZ Post and we can file a claim with NZ Post.
Can I cancel or change my order?
- You may cancel your order within 24 hours of placing your order.
- Upon cancelling your order you will recieve a full refund to your method of payment withing 3-5 business days.
- You will be charged a cancellation fee at a flat rate of $3.99.
- All items brought on sale are final and are not eligible for cancellation.
- Once you receive your order, you may return any products just by following our Return Policy.
- Cancellations cannot be processed after 24 hours as our team will have already begun working on your order. Once the 24-hour window has passed, we are committed to fulfilling your order as efficiently as possible.
Can I place my order now and have it delivered on a specific date?
We cannot hold items for orders as we have a smaller team and once your order is placed, it will already be in the process of getting picked and packed. We are unable to make any changes including adding a discount, changing the style and size for your order.
Can I change my shipping address?
Your delivery address may be changed, but it depends on the time you request for it to be changed, as sometimes your order may have already been processed. If you have received a shipping confirmation email it means your order has been dispatched and we will not be able to make any changes on our end. Please call our carrier and ask if it's still possible to change your shipping address or redirect your parcel. A change of address can delay the delivery by 1-2 working days.I recently purchased an item online and now it's discounted.
Can I get the discounted price?
Pricing on the website is subject to change without notice. Orders placed before promotions are not eligible to receive new promotions or discounts. We reserve the right to cancel any order due to unauthorized, altered, or ineligible use of the offer, and to modify or cancel any promotion due to unforeseen issues.
Can I return an item in exchange for another item that is on a different bundle offer?
Unfortunately you are unable to return an item in exchange for item that is on a different bundle offer. If you have purchased an item on a bundle offer, it can only be exchanged for an item that is on the same bundle offer.
We reserve the right to refuse a return if the item does not meet these requirements.
The customer will be responsible for the shipping cost to return the item back to us. We recommend using a shipping method with tracking, as we are not accountable for return parcels lost in transit.
For all returns and exchanges, a postage fee is applicable: $14.99 for Waiheke Island, $12.99 for New Zealand and $15.00 for international returns. This fee covers the expenses related to postage and handling, ensuring the efficient processing of returns.
If you send your item back for a refund please note there is a $5.00 handling fee that covers restocking, and covering to cost of refund fees accrued from third party payment providers.
I made a Pre Order purchase. When will I get my order?
Orders with any pre-order items will ship when items arrive. Want other items sooner? Extra shipping fee applies. Contact us for details.
- ETA is stated in the title of the product and the description.
- Custom delays are out of our control. Please allow that time.
- No refunds for pre-orders after your order has been placed for more than 10 days.
What are your rates for shipping please?
From 23 September 2024, we are updating our shipping charge to
:- $14.99 for Waiheke Island
- $12.99 rest of New Zealand
- $15.00 for Australia
For information on how to care for our garments, please see Garment care page.
If certain materials are not cared for in the proper way, it is possible the fabric could rip, come apart, or even shrink.
Often times without proper care, colours will run onto other clothes while in the washing machine, or some fabrics should not be placed in a washing machine or dryer. We recommend to follow the care label on your product so that your purchase can last longer.
PLEASE NOTE: If your parcel is left at your house by the couriers due to no one being home and has been stolen. This is not covered by the couriers nor Chinga, and is a matter for the police.
Please read the full terms and conditions by the postal service to know more.https://auspost.com.au/receiving/delayed-lost-or-damaged-items/compensationNZ Couriershttps://www.nzcouriers.co.nz/
Claims for lost parcel
If you have not received your parcel within 7 days of receiving a shipping confirmation email, please contact us as soon as possible as NZ Couriers is unable to process claims for items posted more than 14 days from date of posting to the first point of contact made to NZ Couriers.
Store credit codes can only be used on full price item. Codes will not work in conjunction with another code.
Store credits have a 6 month expiry date from the date of issue. If your expiry date is getting close but you have not used it yet and would like to extend, please email us at info@chingaclothing.co.nz
Store credit code is not working due to a site wide sale?
If you would like to use your store credit while we have a site wide sale running and your code cannot be used, please email us at info@chingaclothing.co.nz and we will be able to assist you.
Discount code is not working?
Discount codes can not be used in conjunction with another code. Items that are on a bundle offer already has an automatic discount code applied to them, therefore you will not be able to apply another discount code on top of this.
Please allow 2 business days for our team to get back to you. We are closed during the weekend, If you have emailed on a weekend, please allow 2 business days for a response. Thank you for your patience.
We have a very secure and smart payment system. If our system detects that your order is a potential risk of fraud, or that your address is incorrect, we will place your order on hold and reach out to you to verify the details of your order for the safety of our company and for the credit card holder.
For example, if you are placing an order with a credit card that is issued in a different country than where you are placing the order from, our system will detect the difference in countries and your order will be flagged as a potential risk of fraud.
To verify these details, please simply respond to the email that was sent to you from our email info@chingaclothing.co.nz
We are based in Auckland New Zealand.
All items are shipped from our warehouse based in Silverdale Auckland.
To our Family (whanau),
On July 11, 2023, we shared our plans to rebrand, and as of October 30, 2024, we are excited to officially launch our new identity.
For the past 12 years, we’ve proudly operated under the name Chinga, which holds personal significance as our nickname. However, after having children and starting another brand, we wanted our business journey to reflect something even more meaningful to us – our family. That’s why we’ve decided to merge @emel__collection_ and @chingaclothing under one new brand name.
Thank you for your incredible support over the years, and we look forward to continuing this journey together.
Thank you,
Ashly & David
We sincerely apologise for the delays. Please know that we are working overtime to expedite the process and get orders out as quickly as possible. We truly appreciate your patience and understanding during this time. If you have any concerns or are not satisfied with the situation, please do not hesitate to reach out to us directly.
Please note: Once a pre-order is placed, it is immediately forwarded to our production team for processing. As a result, we are unable to offer refunds or cancellations for pre-orders. We appreciate your understanding and look forward to delivering your product.
Be sure to subscribe to our newsletters to stay up to date with our pre-orders as well!
