Whenever an order has been processed successfully you should receive at least 2 emails; an order confirmation (including your invoice) and a dispatch notification. If you have not received these emails, a couple of things may have happened:

  • The emails may have ended up in your spam folder
  • The emails may have been stopped by the spam filter from your email provider
  • Your email address may have been entered incorrectly 
  • The order or the transaction may have failed, thus not completing the order

Please check your spam folder first. Check your bank account to see if a payment was made, but please be aware that this may not be a real-time accurate overview, depending on the payment method you've used.

You are also able to view all of your relevant customer information including invoices and latest transactions when you are signed-in and click on 'My Details' located top right corner. 

Feel free to contact our customer service team for any further assistance or confirmation on your order. 0800 222 122

Xtra.co.nz Emails

We have experienced an onset of issues sending emails to recipients with Xtra email addresses. Xtra has implemented ‘security measures’ in an attempt to reduce spam which has unfortunately resulted in some of our emails not reaching customers. 

To ensure you receive these emails in the future you may need to add our domain emails info@wallacecotton.co.nz sales@wallacecotton.co.nz to your contact lists or ‘whitelist’ 

To whitelist an email address means to add our emails into your approved senders’ list. This tells Xtra that you know this sender and trust them, which will keep emails from this contact at the top of your inbox and out of the junk folder.

If you have an Xtra email address and you would like to whitelist Wallace Cotton emails follow the below instructions. 

  • Log into your Xtra account on your chosen browser here https://www.spark.co.nz/xtramail/signin/
  • Once logged in to the account click on the “address book” tab on the upper corner of the screen
  • After clicking on ‘address book’ you will be directed to your contacts page, click ‘new’ and a dropdown menu will show. 
  • Click on add contact
  • A page requiring you to fill out all necessary fields will appear. Enter in the two email boxes info@wallacecotton.co.nz sales@wallacecotton.co.nz then click save and you are on your way. 

You may not have received your new customer discount code because of the above email issues, however there is a way around this. 

Make sure that you sign in to your newly created account (see ‘sign in’ top right corner) Please type in the discount code into the promo code box on the first page of the checkout section and click the apply code box. 

Please note that the discount applies to full-priced items only, it will not work with sale or reduced items.

If your code is not correctly applied and your order has been processed and paid for, we can not apply the discount later or credit your account, and you will be charged the full price for your order. Your 10% discount code can be applied to your next order. 

You can contact us via the chat service on our website (please note, this service only operates during standard work hours) or call us on 0800 222 122 and we can manually reset or change your password for you. 
Please see our Quality Commitment page https://www.wallacecotton.com/Our-Quality-Commitment_445.aspx to learn about the certification system we use to ensure our Organic Cotton is indeed organic. 
Our Downtime bedding is made from trusted suppliers who have Downpass certification. This certification shows that they are regularly audited and inspected throughout their supply chain to ensure all feather and down material is of good quality and is collected ethically. Please see our Downtime page for more info  https://www.wallacecotton.com/Duck--Feather-Inners_380.aspx
We have been gifting our laundry bags in every order for years now and they have become somewhat iconic. We love our laundry bags as much as our customers do, but unfortunately, we can only provide them on full-priced items.
If you are shopping with us outside of NZ and Australia you will be charged in US dollars as our website picks up on your IP address and can determine your location. However, if you are on holiday overseas or your office network runs off an overseas server and you are delivering to your New Zealand address, the USD price will change at the payment section of the check back to NZD. 
Yes, you can call any of our stores and purchase over the phone with your credit card. Shipping is free with orders over $100. You can find our store contact details on our navigation page above next to the Sale page. 
There is no streamlined tracking service for international orders, however, when your order reaches your country's destination, it is usually passed on to the local courier company and can be tracked with the original NZ Post tracking number that you would have received. If you are concerned about your parcel, try calling your local carrier and use your NZ Post tracking number as a reference.
Log into your account and click on ‘my details’ on the top right corner. Here you can see your loyalty credit status which is the amount needed to be spent to receive your $50 credit.
Yes, you can, log into your account and click on ‘my details’ on the top right corner and you will see your store credit loaded. You will then have the option of using it when you reach the checkout section.

Please submit payment to one of the following accounts, and put your name and/or order number as reference:

New Zealand:   BNZ   020278 0217909 000
Australia:          BSB 08-2001 Acct # 799691489    Swift NATAAU3302S

Our pick and packing system is quick and efficient but as it is automated please make sure you have selected the right address before payment is made.

If you act quickly, you can redirect your parcel delivery to another address as long as it hasn't left the depot with NZ Posts 'Manage my Parcel' service. Click the link here to redirect your parcel.

Your order will be delivered by Courier Post. We deliver to residential or business addresses and PO Boxes. 
If you have more than one product in your order they may be sent in separate parcels if they have been sourced from our warehouse or from one of our store locations. Our online customers can purchase all available stock in our system however some items may only be available in one of our stores and sold out elsewhere. There is no extra delivery charge for different items being delivered at different times. 

We're really quick at picking, packing, and processing your order to make sure you receive it ASAP. This means you are unable to cancel or amend an order once you have placed it.

All online orders can be returned within 30 days for Australia and New Zealand, or 31 days for all other countries of receipt by sending them back to our Distribution Centre using a Returns Note, or by taking them into one of our stores.

You can find all our store details here

You can download a returns form here

FAQ

I haven’t received a confirmation email or my dispatch email, what do I do?

Whenever an order has been processed successfully you should receive at least 2 emails; an order confirmation (including your invoice) and a dispatch notification. If you have not received these emails, a couple of things may have happened:

  • The emails may have ended up in your spam folder
  • The emails may have been stopped by the spam filter from your email provider
  • Your email address may have been entered incorrectly 
  • The order or the transaction may have failed, thus not completing the order

Please check your spam folder first. Check your bank account to see if a payment was made, but please be aware that this may not be a real-time accurate overview, depending on the payment method you've used.

You are also able to view all of your relevant customer information including invoices and latest transactions when you are signed-in and click on 'My Details' located top right corner. 

Feel free to contact our customer service team for any further assistance or confirmation on your order. 0800 222 122

Why do I no longer receive Wallace Cotton email newsletters? 

Xtra.co.nz Emails

We have experienced an onset of issues sending emails to recipients with Xtra email addresses. Xtra has implemented ‘security measures’ in an attempt to reduce spam which has unfortunately resulted in some of our emails not reaching customers. 

To ensure you receive these emails in the future you may need to add our domain emails info@wallacecotton.co.nz sales@wallacecotton.co.nz to your contact lists or ‘whitelist’ 

To whitelist an email address means to add our emails into your approved senders’ list. This tells Xtra that you know this sender and trust them, which will keep emails from this contact at the top of your inbox and out of the junk folder.

If you have an Xtra email address and you would like to whitelist Wallace Cotton emails follow the below instructions. 

  • Log into your Xtra account on your chosen browser here https://www.spark.co.nz/xtramail/signin/
  • Once logged in to the account click on the “address book” tab on the upper corner of the screen
  • After clicking on ‘address book’ you will be directed to your contacts page, click ‘new’ and a dropdown menu will show. 
  • Click on add contact
  • A page requiring you to fill out all necessary fields will appear. Enter in the two email boxes info@wallacecotton.co.nz sales@wallacecotton.co.nz then click save and you are on your way. 

How to do I apply my new customer 10% discount code?

You may not have received your new customer discount code because of the above email issues, however there is a way around this. 

Make sure that you sign in to your newly created account (see ‘sign in’ top right corner) Please type in the discount code into the promo code box on the first page of the checkout section and click the apply code box. 

Please note that the discount applies to full-priced items only, it will not work with sale or reduced items.

If your code is not correctly applied and your order has been processed and paid for, we can not apply the discount later or credit your account, and you will be charged the full price for your order. Your 10% discount code can be applied to your next order. 

I have forgotten my password and haven’t been sent the reset email, what do I do?

You can contact us via the chat service on our website (please note, this service only operates during standard work hours) or call us on 0800 222 122 and we can manually reset or change your password for you. 

How do I track my order from overseas?

There is no streamlined tracking service for international orders, however, when your order reaches your country's destination, it is usually passed on to the local courier company and can be tracked with the original NZ Post tracking number that you would have received. If you are concerned about your parcel, try calling your local carrier and use your NZ Post tracking number as a reference.

How do I check my loyalty credit status?

Log into your account and click on ‘my details’ on the top right corner. Here you can see your loyalty credit status which is the amount needed to be spent to receive your $50 credit.

Can I use a store credit online?

Yes, you can, log into your account and click on ‘my details’ on the top right corner and you will see your store credit loaded. You will then have the option of using it when you reach the checkout section.

How do I become a stockist?

Please email Fiona at fiona@wallacecotton.co.nz

I chose direct payment as my preferred payment option, but I can’t find the WC bank account number? / What is WC bank account number?

Please submit payment to one of the following accounts, and put your name and/or order number as reference:

New Zealand:   BNZ   020278 0217909 000
Australia:          BSB 08-2001 Acct # 799691489    Swift NATAAU3302S

How can I change my shipping address?

Our pick and packing system is quick and efficient but as it is automated please make sure you have selected the right address before payment is made.

If you act quickly, you can redirect your parcel delivery to another address as long as it hasn't left the depot with NZ Posts 'Manage my Parcel' service. Click the link here to redirect your parcel.

How do you ship my orders?

Your order will be delivered by Courier Post. We deliver to residential or business addresses and PO Boxes. 

Why have I only received part of my order? Some products are missing from my order, where are the other products I ordered?

If you have more than one product in your order they may be sent in separate parcels if they have been sourced from our warehouse or from one of our store locations. Our online customers can purchase all available stock in our system however some items may only be available in one of our stores and sold out elsewhere. There is no extra delivery charge for different items being delivered at different times. 

I want to cancel/amend my order.

We're really quick at picking, packing, and processing your order to make sure you receive it ASAP. This means you are unable to cancel or amend an order once you have placed it.

All online orders can be returned within 30 days for Australia and New Zealand, or 31 days for all other countries of receipt by sending them back to our Distribution Centre using a Returns Note, or by taking them into one of our stores.

You can find all our store details here

You can download a returns form here

How is your Organic Cotton certified?

Please see our Quality Commitment page https://www.wallacecotton.com/Our-Quality-Commitment_445.aspx to learn about the certification system we use to ensure our Organic Cotton is indeed organic. 

Are your feather products ethically sourced?

Our Downtime bedding is made from trusted suppliers who have Downpass certification. This certification shows that they are regularly audited and inspected throughout their supply chain to ensure all feather and down material is of good quality and is collected ethically. Please see our Downtime page for more info  https://www.wallacecotton.com/Duck--Feather-Inners_380.aspx


I purchased my order during the sale and I didn’t receive my laundry bag?

We have been gifting our laundry bags in every order for years now and they have become somewhat iconic. We love our laundry bags as much as our customers do, but unfortunately, we can only provide them on full-priced items. 

At checkout it states that my order is in $USD, why is this?

If you are shopping with us outside of NZ and Australia you will be charged in US dollars as our website picks up on your IP address and can determine your location. However, if you are on holiday overseas or your office network runs off an overseas server and you are delivering to your New Zealand address, the USD price will change at the payment section of the check back to NZD. 

Can I purchase products directly from the shops to be sent to my house?

Yes, you can call any of our stores and purchase over the phone with your credit card. Shipping is free with orders over $100. You can find our store contact details on our navigation page above next to the Sale page.