FAQ

This is our way of showing our appreciation to all our loyal shoppers! You'll earn points for all activities on our site, like referring a friend to the website or making purchases (in store and online) . Once you reach 500 points you can redeem those points for a $50 voucher! You can also redeem your vouchers directly online or in one of our 4 flagship stores if you want to. Loyalty vouchers may not redeemed at the Augustine Outlet Store.

To see all the ways you can earn points click on your points balance on the bottom left corner of the screen and click the *Earn Points* tab You can earn points by: - Making a purchase in store OR online: $1 = 1 point earned - Leaving a review on a product page online: 30 points (please note: this is restricted to only x2 reviews per month & you must use the same email you use for your online account for the points to be applied) - Referring a friend: refer a friend and they get $20 off their very first purchase online with us, if they end up purchasing you get awarded 200 points! Please note: their $20 off code will only work if it is the very first time they have ordered online. This is for online orders only, it does not apply to in-store orders. - creating a new account online = 10 points (this is for newbies who have never been to our website before and created an account) - following us on Instagram = 10 points (please note: points can only be earned once, you cannot unfollow and follow again to keep redeeming points) - liking us on Facebook = 10 points (please note: points can only be earned once, you cannot unlike and like again to keep redeeming points) - Signing up to our newsletter = 10 points (please note: can only be earned once, you cannot unsubscribe and resubscribe again to keep redeeming points) - Posting a photo on our Augustine VIP Facebook Page = 35pts per post. Garments must be in stock and you must include the product URL, max of 4 posts per month.

Anyone with an online account is automatically enrolled into our loyalty program and can start gaining points.

When going to ‘My Account’ section or clicking the widget in the bottom left corner of the website, you can see your points balance.

Click on your points balance on the bottom left hand corner and select the tab called *Redeem Points*. Here you’ll see all the rewards we offer. If you have enough points, you can redeem them for a reward. You can also redeem your points in one of our 4 Augustine Flagship stores by providing your email address. Points may not be redeemed in our Augustine Outlet Store.

Discount codes can only be used once, any balance remaining will be unredeemable for future purchases. So please choose your voucher values carefully when redeeming your points. You can choose between $50, $100, $150 and $200 discount codes.

No. Go ahead and earn as many as you can!

**Approved:** These points can be redeemed on rewards immediately **Pending:** If you have gained points by purchasing or through the friend referral system, we have a compulsory 14-day pending period. After this period your points will change to ‘approved’ and only then can you use these points to redeem a reward. **Cancelled:** These points will not be added to your account. For example, this will happen if you cancel or return a purchase (the points will change from pending to cancelled)

This is to tie in with our returns policy so no short cuts are taken to claim a reward.

Your pending points will become cancelled and will be removed from your account.

It can sometimes take a few minutes for us to process your activity and provide your points.

If you no longer wish to earn points, please contact us and ask to be removed.

Just contact us and we'll re-enroll you.

Yes you can! We have a points slider at checkout. You can choose any amount from $50 - $200 to redeem on your order

Rewards/discounts are for online use only. If you intend on using your points in store please do not claim your reward, simply leave it in your points balance and our retail team will be able to process this for you.

You, or someone you referred, cancelled or returned a purchase OR you have redeemed your points in store.

Yes all points will expire in 12 months. For example, if you earn 100 points today, these points will expire 12 months from now.

Please contact us on 0800AUGUSTINE or email us at customercare@augustine.co.nz

Loyalty points are only given to the customer that purchases the voucher. No points will be given for the value of the voucher, when used to make a purchase. All vouchers purchased via an external loyalty programme eg. The Airpoints™ Store will not be eligible to receive Loyalty points.

All shoes will be sent to you with a FREE return courier bag and sticker so you can return a pair at no cost. If you buy multiple pairs, there will only be one return bag and sticker supplied to return one pair of shoes only. To return, please go to your confirmation email and click the link to return. NZ ONLY and no rural

Please use a track and trace service when sending your returns to us. We would hate for your parcel to go missing as Augustine does not accept responsibility for packages we do not ship ourselves.

If you have a faulty garment, please email customercare@augustine.co.nz with details and photos of the fault and we will help you out with the next steps to take. Please make sure you include a note with your return form about the faulty garment. For faulty garments we will refund you your postage as we understand this is not your fault. Please make sure you include your postage receipt for a refund.

Please email through to customercare@augustine.co.nz. Please check your bank account first that you have used to place the order with. You will all so get an email once the refund has been processed. Please bare in mind it takes up to 5 working days for the banks to then processed the refund back into your account.

Please note we try our very hardest to get to your return as fast as possible. We will email you with updates about your return. Need to get in touch now? Please email customercare@augustine.co.nz

Yes, you can! Our amazing team will process your return for you while you are in store. You can choose to exchange for another garment, a refund for full priced purchases only, or alternatively a gift card that can be used for your next online or in store purchase.

If you return your FULL order and keep your free gift, this value will be deducted from your return amount. For more info, view our Shipping and Returns page.

Yes you can. But the garments you choose to keep will now be charged at full price.

Our Main courier company we use for New Zealand orders is NZ Couriers. For International orders we use DHL and CourierPost.

We use an over night shipping service with NZ couriers, and DHL for Australian orders so your parcel should get to you quickly within 1-3 days. For international order you can expect your order to arrive within 3-10 business days.

You will receive a tracking number with your confirmation email. Please contact the courier provider to track your parcel. Having trouble with this? Please get in touch – customercare@augustine.co.nz

Please email through to customercare@augustine.co.nz with your Internet order number and any details about your order. We will get back to you as soon as we can.

Please contact us as soon as you can so we can get this sorted for you. We will try our very best to get this sorted for as quick as we can. Please contact us on customercare@augustine.co.nz

Use our "forgot password function here -https://www.augustine.co.nz/passwordrecovery.aspx. Still having trouble? Email us on customercare@augustine.co.nz

You are welcome to use our website or make an order through email/ over the phone – contact us here - - https://www.augustine.co.nz/page/store-locations.aspx

We are very lucky to have amazing retailers around the country that stock our beautiful brands. This means you can shop local in your own local boutique that will stock a range of the Augustine products.

Our website reads all available stock throughout Augustine stores. If an item is sold out online, we will not have it instore. You can contact a stockist for item as they may have it in stock.

With full price online orders over $199 you will have the option to select a complimentary gift. Please note this does not include sale items and the free gift is subject to availability. If you make a purchase using a gift voucher or discount code, the value discounted will not contribute to a free gift.

We do not do refunds on sale items, but we are happy to exchange the item if its not quite right or provide a store credit.

Augustine, Charlo, Amaya and Pretty Basic are all standard NZ sizing. Please bare in mind all garments are designed differently therefore refer to the garment fit guide beside each photo. Stella Royal - Stella Royal does not conform to standard sizing and instead has its own sizing range as follows; 1 (14-16), 2 (16-18), 3 (18-20) & 4 (20-22). Hey Monday – Our footwear is European sizing

If you used a gift voucher or discount code at checkout and this brought your order total below the free gift threshold you will no longer qualify. The total amount paid must be over the threshold to receive a gift.

The discount will automatically be applied to your items once you add them to your cart