CUSTOMER CARE
Have any questions or concerns ? We’re always ready to help! Call us at +64 9 255 5860 or send us an email at info@protocole.co.nz
Refunds and Returns Policy
Our policy is as follows:
Contact Us
The New Zealand Olympic Team Shop is operated by Brand Protocole Ltd. If for any reason you are not satisfied with the goods, please contact us at info@protocole.co.nz. We will respond promptly and address your concern.
Wrongly shipped
We may have the goods picked up but we will have a replacement order delivered to you at our expense.
Damaged in Transit
If the order is damaged in transit you will receive a replacement order or refund – it is your choice.
Faulty Goods
If the goods are faulty, we will meet our obligations in accordance with your rights as a customer under the Consumer Guarantees Act and the Fair Trading Act.
We will accept returns and replace or refund – your choice – if:
The product is not of acceptable quality in accordance with the Consumer Guarantees Act or
The product is not fit for its intended purpose, or
The product does not match the image or our description.
Refunds can only be made to your original method of payment.
Shipping Policy
Our policy is as follows:
What is the cost of shipping?
This is calculated automatically when you order based on the distance the goods will be shipped.
Typical Delivery Costs will be as follow:
New Zealand (Standard - Auckland): $10
New Zealand (Standard - North Island): $15
New Zealand (Standard - South Island): $18
Australia (Standard): $30
Rest of the world (Standard): $40
What is the method of delivery?
Brand Protocole Ltd, based in Mangere, is the distributor for The New Zealand Team Shop.
Stock is held at their warehouse and is normally available and ready to go.
Orders are picked and ready for dispatch within 24 hours of order receipt and payment.
Couriers are used within New Zealand and deliveries 1 -2 days for Auckland and the North Island - and 2 - 3 days for the South Island
A postal service is used for orders outside NZ. This keeps the postage costs as economical as possible. Please note that this means that orders outside NZ are Not Tracked
Please note that we Do Not ship to PO Boxes. We have just had too many problems with deliveries to PO Box addresses and now must insist on a physical address. Please provide a work address or friends address if you do not have a suitable physical address yourself to provide.
Do you use Track and Trace for deliveries?
Orders in New Zealand can be tracked using the tracking number you will receive in the system generated email that you are sent when your order is dispatched.
International orders are shipped via NZ Post, using an untracked service. That service has an advised delivery window of between 3-10 business days. Being non-tracked allows for a very competitive shipping rate for customers. Unfortunately as it is a non-tracked service we aren’t in a position to check to see where the order is in the delivery process.
If the person who is expected to receive a package has advised that they don’t have it within a reasonable time frame after it is expected we can initiate an investigation with NZ Post.
Customs Charges
Anyone ordering products for delivery acknowledges they thoroughly understand the contents of their order, and that they are acceptable and approved items to import into the country of destination and delivery. The buyer solely accepts the full risk of any items or packages being detained by Customs for whatever reason, and for whatever length of time including an outcome of non-delivery.
The recipient of all items shipped by The New Zealand Olympic Team Shop is responsible for any levies and taxes charged by Customs in the receiving country.
Terms of Service
1. What these terms apply to: These terms apply to your use of the New Zealand Team Shop. You must always follow these terms when you visit this website through your internet browser. The New Zealand Team Shop is operated by Brand Protocole Ltd.
2. Other terms and conditions and access requirements: From time to time we may also offer other special services or competitions or sell products or services through this website. Those products, services and competitions will have separate terms and conditions that users must follow. Sometimes, your ability to access this website or use its features might depend on having software, hardware and connectivity that meets our technical specifications.
3. When we can change these terms: We may want to change any of the information on this website, or these terms, from time to time. If you keep using this website after we have made changes to the website or these terms, it means you have accepted those changes.
4. Our liability: You use this website at your own risk. We can't promise that this website will always be available, that it will be problem-free, or that any problems that arise will be corrected. We won't be liable for any claims, losses or costs and expenses that arise out of or are connected to your use of (or inability to use) this website or your reliance on the information on this website, except where our liability cannot be legally excluded. We don't make any warranties (except warranties that we cannot legally exclude) about this website. If you have any concerns about this website's content, please contact us. Risk of loss: All items purchased from our store are made pursuant to a shipment contract. This means that the risk of loss and title for such items pass to you upon our delivery to the carrier. The buyer solely acknowledges and agrees that they will not hold The New Zealand Team Shop or its parent company, Brand Protocole Limited liable for non-delivery or partial delivery, for whatever reason.Customs charges:Anyone ordering products for delivery acknowledges they thoroughly understand the contents of their order, and that they are acceptable and approved items to import into the country of destination and delivery. The buyer solely accepts the full risk of any items or packages being detained by Customs for whatever reason, and for whatever length of time including an outcome of non-delivery.The recipient of all items shipped by The New Zealand Team Shop is responsible for any levies and taxes charged by Customs in the receiving country.
5. Links: This website may contain links to external websites, and these links are provided to you for your convenience and interest only. We are not responsible for the content of the websites that we link to and do not endorse those websites. Please do not create hyperlinks to this website from any other website without our permission.
6. Security: You must not interfere with this website in any way or do anything that might affect the security of this website. You must not do anything on or to this website that is contrary to applicable law, for an improper purpose, or that could be seen as offensive or rude, even if your intentions are entirely innocent. Please remember that this website is for families and children, and make sure that your behaviour on this website is appropriate.
7. Your privacy: We take privacy seriously, and do our best to protect your privacy when you visit this website. Please read our Privacy Policy to find out how we treat your personal information.
8. Governing law: This website is governed by New Zealand law. When you visit our website, you submit to the exclusive jurisdiction of the courts of New Zealand.
Privacy Policy
Our policy is as follows:
1. Your privacy: The New Zealand Team Shop is operated by Brand Protocole Ltd. We do our very best to protect your privacy, and to treat your personal information as required by the Privacy Act 1993.
2. Application of this Privacy Policy: This Privacy Policy applies to: (a) personal information that you and your children provide through the The New Zealand Team Shop website; and (b) any information that we automatically collect when you visit any of this website.We will manage the above information by following this Privacy Policy.
3. Changes to Privacy Policy: We may make changes to this Privacy Policy from time to time. If you keep using this website after we have made changes to this Privacy Policy, it means you have accepted those changes.
4. Public visitors: You may browse the website and view the public information on it without providing any personal information. If you purchase something from our store, then we will collect personal information from you as part of processing that purchase.
5. Use of personal information: We will collect and hold all personal information collected through the website as required by the Privacy Act 1993. We will only use your personal information to:(a) provide our services to you;(b) check your identity, and make sure that you follow our terms and conditions;(c) communicate with you about our other products and services; and(d) conduct market research and statistical analysis.We will only keep your personal information for as long as is necessary to carry out the above purposes (including any time that we are required by law to retain that information).
6. Disclosure of personal information: We will not give your personal information to any third party (unless you have given us permission), except: (a) in connection to one of the uses set out in clause 5; (b) to our service providers, communications and network operators and selected business partners; (c) to relevant authorities, parties and /or applicable intellectual property rights holders (or their representatives) if we think you have breached the law or our terms and conditions; or(d) where required or permitted by law.
7. Accessing, editing and deleting your personal information: You can ask to see the personal information that we hold about you, and/or ask us to edit or delete it, at any time by emailing us at info@protocole.co.nz
8. Information we automatically collect: We collect anonymous statistics about the way that people use the website, including using tools like Google Analytics. The information we collect does not identify you, and is used to help us improve the website for users.
9. Cookies: When you enter the website your computer will automatically be issued with a cookie. These are text files that identify your computer to our server. This allows us to improve the speed and reliability of the website and provide you with a better service. Cookies themselves do not identify individual users and are not used to collect or store personal information about you. You may disable cookies by modifying your internet browser settings. However, if cookies are disabled, the website may not function as intended and we accept no liability to you for this.
10. Security: We do our best to keep the website and the information on it accurate and secure. However, information sent over the internet can never be completely safe or secure, and we can't prevent or be responsible for interception or "hacking" of the website by unauthorised third parties. It is very important that you always keep your username and password a secret, and not tell anybody what it is.
11. External websites: the website may contain links to external websites. We are not responsible for the privacy policies of those external sites. This Privacy Policy applies solely to information collected by us.