EziBuy FAQs

1. Placing an order

2. Delivery

3. Logging in, Registering and My Details

4. Returns

5. Backorders

6. Catalogues

7. Sizing

8. Retail Stores

9. Products

10. Faulty or Incorrect Items

11. Employment
11.1 Do you have any positions available?

12. Click & Collect
12.1 What is Click & Collect?
12.2 What does it cost?
12.3 What products are available for Click & Collect?
12.4 Is Click & Collect available on mobile devices?
12.5 How will I know which products are available for Click & Collect?
12.6 Is there a minimum spend for Click & Collect?
12.7 Where can I pick up my Click & Collect order?
12.8 How do I place a Click & Collect order?
12.9 How long does it take?
12.10 Why does it take so long for my order to be ready for collection?
12.11 How will I know when my order is ready to collect?
12.12 Do I need to bring anything with me when I collect my order?
12.13 Can someone else collect the order on my behalf?
12.14 Can I change or cancel my Click & Collect order?
12.15 How long are orders kept for collection?
12.16 What happens if I can’t collect my order?
12.17 I've collected my order, but it isn't what I was after. Can I return Click & Collect purchases?
12.18 Where will I find my order in store?
12.19 Will there be more Countdown store to pick up my orders from in the future?

1. Placing an order

1.1 Can I add to my order?
Unfortunately, we are unable to add to an order, as once it has been processed it is closed to ensure efficient processing and delivery. 

1.2 Can I cancel something from my order?
Unfortunately, we are unable to access your order, as once it has been processed it is closed to ensure efficient processing and delivery. When you order arrives to you, please send the item that you no longer require back to us, and we will arrange a refund. If the item you wish to cancel is on backorder, please let us know the style number, and we will cancel this for you. To email us, please click here.

1.3 Can I order from an old catalogue?
Yes, you may order from any previous EziBuy catalogue. Please click here to place an order. Please note prices may not be same, when you are ordering from an old catalogue. You can also order from different catalogues all in the same order.

1.4 How long will it take for my order to arrive?
Standard New Zealand delivery of items purchased through EziBuy Limited takes 5 working days, while standard delivery of items purchased through EziBuy International Limited takes 7 - 10 working days. Priority delivery, where available, is the next working day, if the order is placed before 12 noon. International delivery takes 10 - 20 working days, and is available to select regions only. Click here for details.

1.5 Was the order that I sent through yesterday received?
Once your order is processed, you will receive an email confirmation of your order. If you have not yet received this, please click here to email us, and we will check this for you.

1.6 How secure is shopping online with EziBuy?
We use the secure Hosted Payment page solution from DPS to process online orders. Customers can see their cards being authorised and debited in real time, all in a SSL secure environment. The page enables us to offer customers a safe and speedy online shopping experience. To view DPS' Privacy Policy, please click here.

1.7 What methods can I pay by?
When shopping online with EziBuy, you can pay by credit card (Bankcard, Amex, Visa, Mastercard and Diners) or EziBuy gift card. If you order by mail or phone, you can also pay by cheque, money order, telebanking or internet banking. Simply call our toll free number 0508 500 500 to place your order this way.
Please note: When you place an online order and pay by credit card a temporary $1.00 pre authorisation charge is made to ensure the credit card used is valid. Once the credit card has been checked the $1.00 temporary pre authorisation will be removed by your bank.

1.8 How do I pay by gift card?
A gift card is entered as a method of payment at step 3 of the online process. Please choose gift card from the drop down box on your screen. The system will automatically deduct the funds from the gift card when you click submit payment and then give you the option to pay the remainder using a credit card.

1.9 How do I use a promo code?
Occasionally you may receive a promotional code from us via an email, a catalogue or something we send you by post. You can use the promo code at step 1 of the checkout. Look for the box which says 'Enter promo code'. Simply type your code in there and click the go button to apply the promotion to your order.

1.10 Why isn't my promo code working?
If a promotional code that you have received is not working, firstly check that it has not expired. Secondly, check that it is valid for the particular products in your shopping bag. Some products sold on this website are excluded from certain promotions which discount the price or the delivery fee associated with the product. Examples of this are products from Next at EziBuy, Spanx and gift cards. Furthermore, any item with a delivery surcharge (such as large items and personalised products) are excluded from promotions which discount the delivery fee.

1.11 Why isn't my promo code working on the main site when it worked fine on the mobile site?
You will need to enter your promo code again on the main site, within its period of validity, to apply the offer to your order.


2. Delivery

2.1 What are the delivery charges?
Standard delivery within New Zealand costs $7.50
Priority delivery within New Zealand costs $10.00
All orders over $150 (after discounts have been applied) will be given a complimentary upgrade to priority delivery for the standard delivery charge of $7.50.
When you collect your order from a Countdown store using our Click & Collect service, you will incur a $4 collection fee (per order). This collection fee will be charged to you at the same time as your order is accepted by us.
There will be no collection fee payable when you collect your Click & Collect order from an EziBuy store.
Delivery charges cover packaging, delivery and insurance.

2.2 Why can't I get priority delivery for my order?

Some products sold on this website cannot be sent in priority delivery timeframes. This may be because there are processes involved in preparing the product which take extra time (such as personalisation of products) or because the product is large and requires a different delivery service to our smaller parcels.

Furthermore, in order to provide the greatest range of products, some items sold on this website are not stocked in New Zealand and as such we require additional time to deliver these products to you. This applies to any items shipped by EziBuy International Limited.




3. My Account

3.1 I've forgotten my password. What should I do?
Under the 'sign in' drop down on ezibuy.co.nz, please enter your email address and click the 'password reset' link.

3.2 How do I log in to your website?
You do need to have registered on our website to place your first order online. Simply click the 'sign in' link at the top of the site, enter your email address OR customer number and password, and submit.

If you cannot remember your password, please enter your email address and click the 'password reset' link. An email will be sent to you with instructions on resetting your EziBuy password. If you have entered your email address or customer number and it is not recognised it is possible that your email address is different to the one we have registered for you or that you have not yet registered on the website.


You can register by clicking here. If you are an existing customer please enter your customer number at the top of the form.

3.3 Can I change my address details?
Yes, you can. Simply log in to the website, and click on 'my details' at the top of the page then 'my details' again in the drop down menu. Click the edit link to change any detail saved against your profile. There is no need to call us, as your details will automatically be updated from the website.

3.4 How can I unsubscribe from your emails?
To unsubscribe from our marketing emails, click on the 'unsubscribe' link at the bottom of any email. Alternatively, you can contact us here and we will remove your address from our database.


4. Returns

4.1 How long do I have to return items?
We are so proud of our products that if you are not happy with your purchase for any reason, you can return it to us within 30 days for an exchange or refund. For more information on returning items, please click here.

4.2 Can I download a returns form online?
If you no longer have a copy of the original returns form, you can download the online version here. Fill in your details and attach it with your returned good(s).


5. Backorders

5.1 I have an item on backorder, when is it due?
Please email us with your customer number and the style number of the item by clicking here and we will let you know.

5.2 Is it possible to send my backorders all at one time?
Unfortunately, we are unable to send your backorders all together. We can however, change the delivery address of individual backorders. Please note that all backorders are sent to you at no extra charge for delivery.

5.3 Is it possible for my backorders to be held until a certain date?
Unfortunately, we are unable to delay the delivery of backorders. We can however, change the delivery address of individual backorders. Please note that all backorders are sent to you at no extra charge for delivery.


6. Catalogues

6.1 Can I please have a catalogue sent to me?
To request a catalogue, please click here.

6.2 Can I have a catalogue sent internationally?
Unfortunately, catalogues are not available to our international customers. However, you are welcome to browse and order from our website, as it shows our most current range. To find out more regarding international ordering, please click here.

6.3 Can I cancel my catalogue subscription with EziBuy?
To cancel your subscription, click here to email us. Please provide your customer number or full name and address, so that we may identify you on our database.

6.4 When is the next catalogue coming out?
Our catalogues are sent out every 3 weeks or so. To request a catalogue, please click here.

6.5 Why is everything sold out when I just got my catalogue?
Unfortunately we are sometimes unable to gauge how popular certain styles will be, as stock is purchased at least 6 months ahead by our buyers. However, when we realise that an item is popular, we always try to source more and if we can, the item becomes available as a backorder.
The date that the item is due varies depending on the timeframe our supplier gives for delivery. We also now have a team dedicated to our stock issues, as we are aware of the disappointment this causes.

6.6 Why send out a sale catalogue when there is nothing left?
With sale catalogues especially, stock is very limited, as we are selling out to make way for new stock. At the time the catalogue was printed all stock was available, but unfortunately due to the limited amount, they may have sold very quickly. To view products currently on special, please click here.


7. Sizing

7.1 Could you please explain what 1X, 2X, 3X etc sizing means?
The sizing chart for our Sara range is listed below:
1X = 16-18
2X = 20-22
3X = 24-26
4X = 28
For further information regarding sizing, please click here.

7.2 What European size am I?
Here is the New Zealand equivalent to European sizes:
36 = 8 (NZ)
38 = 10 (NZ)
40 = 12 (NZ)
42 = 14 (NZ)
44 = 16 (NZ)
46 = 18 (NZ)
48 = 20 (NZ)

7.3 What size am I in the Next label?
For women's clothing, Next sizing is generally equivalent to one size larger than your average New Zealand size.
6 = 4 (NZ)
8 = 6 (NZ)
10 = 8 (NZ)
12 = 10 (NZ)
14 = 12 (NZ)
16 = 14 (NZ)
18 = 16 (NZ)
20 = 18 (NZ)
22 = 20 (NZ)
24 = 22 (NZ)
26 = 24 (NZ)
28 = 26 (NZ)
Some garments from Next are available in a range of varying fits. Women's pants, for example, will often come in regular leg length, petite leg length, tall leg length and extra long leg length. Please refer to the sizing information and product description on each individual product page for details.


8. Retail Stores

8.1 Do you have any retail stores?
Yes, we do have retail stores in New Zealand. Please click here for details.


9. Products

9.1 Do EziBuy have a maternity range?
Yes, we are pleased to announce that maternity wear is now available through our Next EziBuy range. 

9.2 What products can you buy from EziBuy?
EziBuy has core womenswear labels - Capture, Grace Hill, Emerge, Urban and Essentials - plus exclusive European labels Capture European, Heine and Together. The collection also features Sara, a size 16+ women's fashion label and our newest addition to the family - Next at EziBuy, bringing you the latest fashions from the British High Street.

Our menswear range consists of our core Southcape label as well as a fantastic range of casual, corporate and formalwear from Next at EziBuy.

We're now also very pleased to offer a full kidswear range, through our Next at EziBuy label. Shop by age range from newborns through to younger girls and boys, through to older girls and boys. All of our Next at EziBuy children's clothing offers practicality, fashion and great quality at very affordable prices.

In addition there is an extensive range of lingerie, homeware and gift products.

Back to top


10. Faulty or Incorrect Items

10.1 I have been sent the incorrect item. What should I do?
We apologise for any inconvenience this has caused you. Please contact us at your earliest convenience by clicking here to send an email, or you can call us on our toll free number 0508 500 500.

10.2 The item I have received is faulty - what can I do?
We apologise for the inconvenience this has caused you. If the item was purchased in the last six months we can offer a refund or exchange. Please contact us at your earliest convenience by phone 0508 500 500 or clicking here to email us. Please include your details and the style number of the item.


11. Employment

11.1 Do you have any positions available?
To view employment opportunities at EziBuy, please click here.

Back to top


12. Click & Collect

12.1 What is Click & Collect?
Click & Collect is our new delivery option that allows you to order online and then pick up your parcel from the Collection Point at any of our five EziBuy stores or selected Countdown Stores. This service is free of charge when picking up from EziBuy stores. A service fee of $4 is applicable when collecting from selected Countdown stores. This service is available for most items. Learn more about available collection points.

12.2 What does it cost?  
Our Click & Collect service is free of charge when collecting from an EziBuy store or $4 for collection from selected Countdown stores.

12.3 What products are available for Click & Collect?
Click & Collect is available for most, but not all of the items, so please check individual product pages before you place an order. Eligible items will show the Click & Collect icon on the product page.

Please note that our Click & Collect service is not available on heavy items, large/oversized items, gift cards, personalised products or items purchased through EziBuy International Limited. However, we do offer home delivery on all items.We are not able to accept a single order that includes items for Click & Collect services as well as items for home delivery. In these cases you will need to place two separate orders – one for collection and one for delivery.

12.4 Is Click & Collect available on mobile devices?
Click & Collect is not available for use on mobile devices. To use the Click & Collect service, please access the EziBuy website from a desktop computer.

12.5 How will I know which products are available for Click & Collect?
On the product page, you will see the Click & Collect icon. If you do not see the Click & Collect icon, the product is not available for Click & Collect.

12.6 Is there a minimum spend for Click & Collect?
No, Click & Collect is available for orders of any value.

12.7 Where can I pick up my Click & Collect order?
You can collect your EziBuy Click & Collect order from the Collection Point at any of our five EziBuy stores and selected Countdown stores. See store locations and addresses.

12.8 How do I place a Click & Collect order?
To place a Click & Collect order, follow these simple steps:
1. Find items that you like and click the 'Add to Cart’ button. Be sure to look for the Click & Collect icon on the product page.
2. Once you’ve finished choosing your items, click the ‘Proceed to Checkout’ button located on the Shopping Bag pop-up in the top right corner of the page.
3. Review the items in your cart, and then click the 'Continue to Step 2’ button.
4. Select the 'Click & Collect’ option on the 'Select your delivery option’ pop-up, and then enter your suburb or postcode to view available collection points.
5. From there, select your preferred store and then follow the prompts to pay for your order.

12.9 How long does it take?
Your order will be ready to collect within 5 working days from receipt of order. You will receive an email and/or SMS* confirmation once your order is ready to collect.

* At the time of your order, you must supply an email address and/or mobile number. If you have supplied both, we will provide notification to both your email address and mobile phone.

12.10 Why does it take so long for my order to be ready for collection?
To make sure that we can guarantee the availability of items you order online, we ship your order from our Distribution Centre to your nominated Collection Point within 5 working days.

12.11 How will I know when my order is ready to collect?
You will receive an email and/or SMS* once your order is ready. Please note that it will be 5 working days before your order is ready for collection.

* At the time of your order, you must supply an email address and/or mobile number. If you have supplied both, you will receive notification to both your email address and mobile phone.

12.12 Do I need to bring anything with me when I collect my order?
To collect your order, you will need to show photo ID and proof of purchase such as your order confirmation email or your collection notification SMS.

12.13 Can someone else collect the order on my behalf?
For security reasons, only the person who placed the order will be able to collect any purchases.

12.14 Can I change or cancel my Click & Collect order?
Unfortunately, we are unable to access your order once it has been placed. To ensure efficient processing, your order is closed as soon as it is processed. Once you have collected your order, please send any items that you no longer require back to us using EziReturns. Learn more about Returns.

12.15 How long are orders kept for collection?
Orders will be kept for up to 14 days from the time you receive your initial collection notification via email and/or SMS. Any orders that are not collected within this timeframe will be cancelled, and sent back to our Distribution Centre. We will then issue you a refund, less a postage fee, using your original payment method.

12.16 What happens if I can’t collect my order?
Any orders not collected within 14 days of arriving in store will be cancelled and the parcel returned to our Distribution Centre. We will then issue you a refund, less a postage fee, using your original payment method.

12.17 I’ve collected my order, but it isn’t what I was after. Can I return Click & Collect purchases?
Yes. If a product is not right, we are happy to provide a refund or exchange in accordance with our Returns policy. Learn more about our Returns policy.

12.18 Where will I find my order in store?
Your order will be delivered to the Collection Point in your chosen store. Look out for the Collection Point signage, which in most cases will be near or above the Information Counter in store.

12.19 Will there be more Countdown store to pick up my orders from in the future?
Yes, we will be introducing more Countdown stores in the coming months.