If you can’t find the answer to your question in the FAQ, please get in touch with us via our contact us page

ORDER & SHIPPING

How long does the delivery take?

We do our best to ensure that you receive your order as quickly as possible. Orders placed before 2.30 pm on a weekday will be processed same day. 

All orders are shipped with Fastway Couriers from our warehouse in the Manawatu. Delivery will normally take place 2-3 business days after you place your order, except for Rural Delivery customers who should allow 3-5 business days for delivery. During final sales and the holiday season (November/December) delivery times can be longer than usual.

Please note where Direct Bank Transfer is the method of payment the order won’t be shipped until funds have been cleared. This may delay shipping due to clearance times between banks. 

How much is shipping?

Shipping is free for all New Zealand addresses (yes even rural). 

How can I track my parcel?

Once your order has been dispatched you will receive an email with a tracking reference. Please note the number might not be traceable straight away. You will be able to see the status of your order using your tracking number on Fastway Couriers website http://www.fastway.co.nz/

I made a mistake in my order/shipping address, how can I change it?

Please email support@trunk.co.nz immediately to notify us of the change. Please note we are only able to change the shipping address if the order has not been shipped already.

Are all products on the website in stock?

All products of our current collection are displayed on the website. If an item is out of stock this will be stated on the product’s page. 

PAYMENT

Which payment methods do you offer?

There are several payment options available on our site. We accept Visa, MasterCard and PayPal, as well as direct bank transfer. 

You can find more information regarding payment in our Terms and Conditions and Privacy Policy.

RETURNS & EXCHANGES

Can I return or exchange the products I have ordered?

If for any reason you are not completely satisfied with your purchase we will give you a 30 day money-back guarantee from the time you receive the goods. This refund policy does not apply to goods which have been worn or used, damaged after delivery, or if any attempt has been made to alter the product or if they have been dropped or broken. All products must be returned in their original condition. When you return or exchange any product, you must cover the shipping charges. As soon as we receive your return, we will process your exchange or refund request. Please note that you will not be reimbursed for the original shipping charges. When returning items ensure you include a brief explanatory note which includes your name, order number, and reason for return/exchange.

How do I return my order?

Please post the item to our online store Returns/Exchange address: 

Trunk Returns, Get Salt Limited, 253 Newbury Line, R.D.8 Palmerston North 4478, New Zealand.

You must present the receipt you received in the parcel and indicate the reason for the return or exchange. We do not take responsibility for any items lost during the return shipping.

What happens if I get damaged or wrongly packaged products?

Should you receive a delivery containing damaged or wrongly packaged item(s), please contact us through the contact form and we will do everything we can to correct our mistake. You will be provided with new products or a refund, depending on your preference. Important: Please state your order reference number.

CARE INSTRUCTIONS

How do I ensure my Trunk products last as long as possible?

We work hard to ensure that our products are of the highest quality possible. However, the life span can vary depending on the care and handling of your Trunk Eyewear. 

We recommend you keep your Trunk Eyewear in a safe place. Do not store your glasses without the hard case they came with or in a safe place. They are made of wood and can be damaged if not stored properly.

We recommend cleaning your glasses with the cloth bag they came with or a microfibre cloth. Do not use cleaners or detergents on the lenses or the wood. Just like you would care for wooden furniture, you should do the same for your Trunk eyewear. Gently applying a coat of wooden furniture oil or wax will bring back the original lustre and protect the wood. 

Just like any glasses, it is not uncommon for the screws on the frame to become loose. If this happens you can visit your local optometrist and they’ll be able to tighten the screw. 

BUSINESS STUFF

How do I become a Trunk retailer?

If you’re interested in becoming an authorized Trunk retailer, you must have a business license (issued by your local government) and a retail store front. Applications to sell Trunk products from home or on auction websites will be not be considered. Please contact us via our Become a Trunk retailer page or email (info@trunk.co.nz).

TROUBLESHOOTING

When I click on the “place order” button nothing happens. What can I do?

Please try to clear the cookies in your browser before you place the order. 

To do this, you go to Tools —-> clear history —-> clear cookies. This path might be slightly different depending on the browser you use. Afterwards please restart your browser.

If this doesn’t work please contact us via our contact page.

I have placed an order but I haven’t received a confirmation email. What does this mean?

Please check your spam folder since the confirmation email might be mistaken as junk mail and end up in there. 

The order confirmation should be sent right away, but it can happen that there is a delay. If you have not received anything after 24h, please contact us so we can check that everything is fine with your order.