How do I use a voucher or promotional code
You can apply your promotional code during the checkout stage. Be sure to apply the voucher or promotional code before clicking through to pay as we are unable to apply discounts once an order has been placed. If you are unsure on how to apply your discount, please feel free to contact Customer Service at 05 08 333 778 and we will be happy to help place an order over the phone.
Is there any more information about your products
We will always endeavor to describe the features and benefits of all items on the product page. Should you require any further information, please feel free to Contact Us via your contact our Customer Service team via the contact us page with any questions you may have.
Can I save items in my cart for later
Your cart will refresh after 15 minutes of inactivity so be sure to get in quick to secure your order.
How can I search for items on the website
You are able to use the search function on our website if you are looking for a specific product or you can also search using the reference number which is available on our catalogue.
How do I remove items from my cart
If you have changed your mind and have not yet checked out, you can decrease the quantity of an item from 1 to 0 within the checkout stage. Alternatively, your cart will refresh automatically after 15 minutes of inactivity.
I’m having an issue loading or accessing the website
If you are having issues accessing or loading the site, please check your browser settings and ensure that you have cookies enable. It always help to ensure that you are using the latest version of your internet browser. For further information, please feel refer to the below links or contact Contact Service on 05 08 333 778 to place an order via the phone.
Google Chrome: https://support.google.com/chrome/answer/95647
Mozilla Firefox: https://support.mozilla.org/en-US/kb/enable-and-disable-cookies-website-preferences?redirectlocale=en-US&redirectslug=Enabling+and+disabling+cookies
Internet Explorer: http://windows.microsoft.com/en-US/windows-vista/Block-or-allow-cookies
Safari: http://www.apple.com/support/?path=Safari/5.0/en/9277.html
How do I invite my friends to join?
If you would like to encourage your friends and family to shop with us and take advantage of our unique customised products, you may do so by sharing our website link vie email or any social media platform using this URL : https://www.identitydirect.co.nz/
How do I edit my account details
If you’d like to edit any of your account details (such as your username, email or password) please click on through to My Account located at the top of our homepage.
I’ve forgotten my password
If you’ve forgotten your password, there is a ‘Forgotten Password’ link available on the sign in page. Simply type in your email address and we will send you instructions via email on how to reset your password.
How do I unsubscribe or resubscribe to your newsletters
At the bottom of each newsletter, there will be the option to opt out of receiving our daily newsletters. If you’re unable to locate this, please contact our Customer Service team and we can do this on your behalf.
What can I do if I’m not receiving newsletters
You can contact the Customer Service team to ensure that you are subscribed. If you are subscribed, please ensure that you check your email account settings as our emails may be filtered through to a ‘social’ or ‘junk’ folder.
How do I edit my address
You are able to change your address during checkout, remove any unwanted saved addressed from your Account online (My Addresses). You can reach our Customer Service team to have the address changed on most orders that have not yet been shipped.
Once your order has been confirmed, we will email you the details including your selected delivery address. We encourage all customers to review their order confirmation email for any errors. Our personalised goodies are made to order and are sent to production daily. This means we may not necessarily be able to amend your address or any other details in your order. If you need to make an amendment to your delivery address, please Contact Us via your Account online or call us at 05 08 333 778.
Can I have my parcel redirected
Once your order has been dispatched, we are unable to amend your address details. As we use a number of different delivery partners, it may be best to speak with their support staff to intercept and redirect your parcel where possible.
I would like to cancel my order
Given the fast nature of our order processing, we are generally unable to cancel orders once they have been placed. If you would like to check if the order can be cancelled, please call us at 05 08 333 778.
I need to change or edit items in my order
After an order has been placed, we are unable to add extra items or swap items. We run an automated system that sends the personalisation details that you enter on the website directly to our product personalisation system. If you’ve made a mistake or changed your mind, you may be able to cancel the order and reorder. A cancellation can only be applied if the order has not been packed for dispatch.
Please contact our Customer Service team for further assistance.
I’ve received my order, but I’m missing an item
In some instances we may split your order into separate parcels for delivery to protect the contents and ensure your order reaches you as soon as possible.
This can mean that part of your order will reach you a day or two apart. If you only receive part of your order, it’s always best to contact your local post office and wait a few more days for delivery of the rest. Should you be missing an item that is not reflected in the My Orders section of your Account online, please Contact Us for further assistance.
Why has an item become unavailable
From time to time, an advertised item may not be available at the time of packing. Unfortunately, during production, our inventories may be lower than expected and our unique nature of products may result in us taking longer than anticipated to restock. As soon as we establish that there is a stock error, we will refund you via your original payment method.
What can I do if I never received an order confirmation email
If you did not receive an order confirmation email, please wait up to 30 minutes and check your order history via your Account online. If you are unable to locate the order within My Orders, please double check your bank account that any funds have come out.
Should you have been charged for an order that has not come through our system, please contact our Customer Service team and we will assist you locate the order.
How do I edit my address
You are able to change your address during checkout, remove any unwanted saved address from the "My Address" page, or you can reach out to our Customer service team to have the address changed on most orders that have not yet been dispatched.
Once your order has been confirmed, we will email you the details including your selected delivery address. We encourage all customers to review their order confirmation email for any errors. Our personalized goodies are made to order and are sent to production daily. This means we may not necessarily be able to amend your address.
If you need to make an amendment to your delivery address, please send our Customer Service Department a contact message via the contact us section or simply copy and paste the link to any browser. Link : https://www.identitydirect.co.nz/ContactUs.aspx?cid=10
Can I have my parcel redirected
We are unable to edit the information on the address labels once they have been dispatched. As we use a number of different delivery partners, it may be the best to speak with their support staff for advice. Once a parcel has been dispatched, and the tracking information has become available, we may be able to request that your parcel is returned to sender.
I would like to cancel my order
Unfortunately, we are unable to cancel orders once they have been sent to production. We run an automated system that sends the personalization details that you enter on the website directly to our product personalization system.
I need to change / edit items in my order
After an order has been placed, we are unable to add extra items or swap items. We run an automated system that sends the personalization details that you enter on the website directly to our product personalization system.
If you’ve made a mistake and change your mind, we suggest that you place a new order and contact the Customer Service team to cancel the original order.
Some sales events consist of stock that is already in our warehouse and may commence packing before the sale ends. If this occurs, we may not be able to cancel your order.
To contact our Customer Service Department to cancel an order, please lodge a contact message via the contact us section, located in my account.
I’ve received my order, but I’m missing an item
If you are missing an item, it is best to check my orders section online for further information first. Even though customers are able to order from multiple sales events at the same time, each different branded sales event may be sent at different times, from any one of our international warehouses. Should we encounter any stock issues and have to cancel an item, this will be listed under “Refunded Items” within your order details page. You will also receive an email from the Customer Service Department notifying you as soon as this occurs.
Should you be missing an item that is not reflected in my orders section, please lodge a contact message and our Customer Service Department will gladly assist you look into this.
What can I do if I never received an order confirmation email
If you did not receive an order confirmation email, please check my orders section online to see if our system has accepted your order. If you are unable to locate the order within the my orders section, please double check with your banking account that any funds have come out.
Should you have been charged for an order that has not come through our system, please contact our Customer Service team and we will assist you locate the order.
Before contacting our team, please double check if you have made a second account with Identity Direct, as many customers can find missing orders attached to a separate email account (such as a work email address).
What payment methods are accepted
Identity Direct accepts VISA, MasterCard and Paypal if you are placing your order via the website. If you are placing an order via mail, we accept credit cards and cheques. If you are placing an order via phone, we only accept credit cards.
What company name will appear on my credit card statement
Identity Direct Pty Limited
When will I be charged
You will be charged during the checkout stage once your order has been confirmed. If you are sending in a mail order you will be charged once the order has been keyed in our system.
Can I pay for my order using a voucher or promotional code
Customers can pay for the price of all sales event items with an Identity Direct voucher or promotional code. The Shipping and Handling fee attached to each order cannot be covered by a voucher or promotional code and must be paid via one of the above payment methods.
Please note that some vouchers and promotional codes may attract a minimum spend that excludes the cost of Shipping and Handling.
I’m entitled to a refund, how long will this take
Once you have been notified of your refund, we will endeavor to issue you with your refund within 48 hours. Once your refund has been processed, please allow five business days for the funds to reach your account. If you have paid via Paypal, you will receive an automated refund receipt to your inbox once this has been processed.
If you have utilized a promotional code or voucher, this will be refunded to your Identity Direct account as a store credit valid for six months.
How long will it take to deliver my order
We personalise everything individually so your order may take a little time to prepare. You can expect for your order to be dispatched within a week after you have placed your order (unless otherwise specified on the product page). Once dispatched, delivery may take anywhere from one to two weeks. You can check the status of your order via the My Orders section of your Account.
Please note personalised Jewellery can take up to three weeks for production and Personalised Balls (Steeden, Sherrin, Rugby, Basketball, Netball and Soccer balls) take approximately eight weeks to produce and deliver to your door.
Can you express ship my order
While we endeavour to dispatch your order as quickly as possible, we do not offer an express shipping service and are unable to expedite individual orders.
I can’t track my parcel
Most of our orders are dispatched with a trackable service. Once your order has been shipped, the "Track Here" option in your My Orders section will become active where you can follow the progress of your goodies.
Please note some orders may be sent via standard mail and cannot be tracked through the postal network. We estimate delivery will take seven to ten business days for delivery depending on where you live. In most cases, your order will reach you before this estimate of delivery however, should you not receive your order after this time has passed, please contact our office on 0508 333 778 so that we can investigate this for you.
My order hasn’t been delivered yet
We will make every effort to have your order made and dispatched from our warehouse as soon as possible. As most of our products are made to order and this process can take up to five working days (excluding specialty items). Depending on where you live, delivery may take another seven to ten working days for your order to reach you. If you haven’t received your order and it’s been over 14 working days since your order was dispatched, please contact us as we may be able to investigate this further for you.
How much am I charged for delivery
We offer flat rate shipping of $9.95 per order!
How are my orders sent to me
We use NZ Post so deliveries can be sent to your specified home address or PO Box number. If you are not home at the time of delivery and there is no safe place to leave your parcel unattended, NZ Post will leave a note stating that you should collect your package from your nearest Post Office. Please contact your local post office for any special requests you may have with regards to delivery. Please note that we are unable to make international deliveries.
What are the details of your returns policy
At Identity Direct, we realize quality and superior service are important to you. As part of our commitment we are proud to offer you a 365 Day 100% Money Back Guarantee on all your purchases. If you are not satisfied in any way, we’ll replace or refund your product for up to a year following your purchase. If you'd further information, please view our Return Policy online or you Contact Us via your Account.
I’ve been given the wrong item or it has arrived damaged
Regrettably mistakes can happen and your order may not arrive as expected. We will endeavor to always get your order right the first time, but should your order not be delivered in a satisfactory manner, please contact our Customer Service team to return the order to us.
Please take a photograph of how you have received your order and email us at attachmentID@identitydirect.com.au. Be sure to provide your order number and state if you would like a refund or replacement.
What if there’s an issue with reimbursement
If feel that your return has been processed incorrectly or if you have not received your refund, please Contact Us via your Account and we will gladly review your request.
Our Commitment to our customers
At Identity Direct we are committed to ensuring that we deal with complaints efficiently and fairly. We wish to work in a cooperative and productive way with our customers to ensure that complaints are handled to the satisfaction of the complainant and our company. We are always willing to help our customers and take ownership of any issues to set things right.
How to make a complaint
If you would like to make a complaint, please contact us via our “Contact Us” page on our website. In order to ensure that we properly understand your complaint, we will require you to provide as much relevant information as possible to the staff member who receives your complaint. This will be recorded and will be passed on to an appropriate person for action.
How we handle complaints
Once we receive your complaint, we will do our best to respond to your complaint as soon as possible. You will receive a response from the person assigned to handle your complaint. This response will detail the steps taken to investigate your complaint and will suggest fair and reasonable remedies to resolve the situation.
We will keep your information confidential
To assist us with our goal of continuous improvement, we will keep a record of all complaints made and the outcome. This will allow us to appropriately deal with any problems that may occur within our company. We will keep your complaint confidential and handle your personal information in accordance with our Privacy Policy.
Review of Complaints
If you are dissatisfied with the handling of your complaint or the proposed outcome, you may seek a review of the matter by asking to speak to our Complaints Manager via the “Contact Us” section.
PR and Media
Should you have any PR or Media enquiries, please reach us at media@mysale.com
Careers
Interested in working with Identity Direct? All available positions will be listed on www.seek.co.nz