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FAQ LIST

  • Contact
  • Delivery
  • Emails
  • My Account
  • Payments & Billing
  • Returns
  • Shopping
  • Other
Our Marketing team, or to reach our Buying Department
Our Dispatch team, for all deliveries, order and return queries
Our Retail team, for feedback on your retail store experience
Our Online team for general feedback and website problems
An item in my order is incorrect
If you have received an incorrect item, please let us know straight away by contacting our delivery team by emailing onlinestore@carolineeve.co.nz. They will sort it out for you as quickly as possible.
Can I arrange to collect my order instead of having them couriered?
We can arrange for you to pick up your order from a store but you will need to notify our deliveries team by email onlinestore@carolineeve.co.nz immediately after you place your order to arrange this.

Coming soon to our website is a Click & Collect function - stay tuned!

Can I change the delivery address for an order that I have already submitted?
Yes, it is possible to change your delivery address once your order has been submitted, but not once the order has been dispatched. Please send an email to our Dispatch team on onlinestore@carolineeve.co.nz with the new address and they will confirm this with you.
Can I ship to an international address?
Currently, we only ship to Australia.
For all orders being sent to an Australian Address:
  • If you purchase 1-4 items your freight charge will be $30
  • An extra freight charge of $5 per item will be charged for each item purchased over 4.
Has my order been shipped out yet?
As soon as your order has been dispatched from our Distribution Centre, you will be sent an email to let you know that it is on its way. Once we have sent out the email to let you know it has been shipped, you can track the order by going to the PBT Courier website www.pbt.co.nz/services/pbtrack.

How long will my order take to arrive?
Once you have placed your order please allow up to 10 working days (this does not include weekends) for delivery.
For Christmas Delivery
We will be doing our absolute best in getting your order to you, however for delivery before Christmas please place your order by midday Thursday 14th December 2017.
For any orders after this date we cannot guarantee delivery prior to Christmas Day but we will try our best.
*This excludes orders to Australia, Rural Delivery and orders of four or more garments.
**on the plus side, good news - no more extra charge for Rural Delivery!


How much does delivery cost?
NEW ZEALAND DELIVERY:
For ALL orders being sent to an Address in New Zealand:
  • If your total spend is less than $100 your freight charge will be $10
  • If your total spend is more than $100 your freight charge will be FREE

Please note there is NO more extra charge for Rural Delivery!

AUSTRALIA DELIVERY;
For all orders being sent to an Australian Address:
  • If you purchase 1-4 items your freight charge will be $30
  • An extra freight charge of $5 per item will be charged for each item purchased over 4.
This is automatically added at checkout.
I have received a faulty item
We want all our customers to receive top quality product and apologise sincerley if our products do not reach our usual quality standard. If you think there is a fault with an item you have received, let us know straight away by by emailing onlinestore@carolineeve.co.nz.

We will aim to resolve any issues with a faulty item as quickly as possible, but we need to know as soon as you discover the fault.

Please include as many details as possible about the order and the fault, and we will either replace or refund as soon as possible.

One or more items are missing from my order
Please know that in order to get your purchases to you in the fastest manner, we may split up your order and send out one garment at a time. Please check your confirmation emails if you are missing garments as they may be coming in a later courier.

Sometimes, due to circumstances beyond our control we may not be able to fully supply all items that you ordered. When this happens we will send you an email notification to let you know that there will be items missing from your order. You will not be charged for items that are not sent.

Please check your receipt - this will show all items that should have been delivered. If what you have received does not match the receipt, please contact our Dispatch team by emailing onlinestore@carolineeve.co.nz

Can you courier to a PO Box?
Sorry, we cannot courier to PO boxes.
When will I receive my order once it has been Dispatched?
We work with PBT Couriers who will deliver your parcel. Please allow up to 2 working days from time of Dispatch for Urban delivery addresses, and a further 2 days for Rural Deliveries.

Please note, that our courier parcels require a signature for delivery. If no one is at your house during delivery PBT may not be able to release your parcel.

To track your parcel use the PBT TRACK site HERE.

If you have any other queries please contact our online store team onlinestore@carolineeve.co.nz
How do I opt out of marketing emails & text messages?
You can opt out of receiving promotional communications by clicking unsubscribe in the body of the email, or replying STOP to your text message.
Alternatively you can contact our Web Administration on onlinestore@carolineeve.co.nz If contacting our Web Administration please be sure to include your full name and the email address you used when you registered or made a purchase from Caroline Eve with.
Please note it may take up to 10 working days to process your email request, during which period you may continue to receive communications from Caroline Eve.

I haven’t received a validation email – what do I do?
Following placing an order you will receive an order confirmation via email, after which the system will preauthorise your credit card. If your credit card fails you will be sent an automated invalid credit card email which will contain a link to your shopping cart for you to either replace or repay your order. This will continue to loop until your credit card has been authorised. It is not until your order has been authorised that your validation email will be sent.

Alternatively, you may have spelt your email address incorrectly, given an email address that does not exist or your spam filter may have blocked the message.

If unsure, please email our Online team at onlinestore@carolineeve.co.nz.

Why am I getting emails from Caroline Eve?
When you make a purchase at our online store we will send you an email to confirm your order and details. When you register with our online store you join our Loyalty membership rewards programme which allows you to receive regular email updates with promotional information, such as information about special offers and sales events.

You may also have been given the opportunity to sign up to our Loyalty Membership rewards programme in store.
How do I reset my password?
You can reset your password by clicking on the Forgot your Password link on the Log In page and following the prompts, or by logging on to your account using your current password and updating your profile.
How do I Join the Caroline Eve Loyalty Membership Rewards Programme online?
You can join the Loyalty Membership Rewards programme by clicking "Join” link in the top of the page next to the Caroline Eve logo. Follow the steps on screen from there.
Alternatively, you can join in store.
I’ve lost my password, what can I do?
Click on the Log In page, then click the link to Forgot Your Password, follow the prompts and a reset link will be sent to your email address.
My password is not working, what can I do?
Click on the Log In page, then click the link to Forgot Your Password, follow the prompts and a reset link will be sent to your email address.
What happens to my details when I register?
An email will be sent to your email address to confirm the registration of your account. Your details will remain private and confidential. Refer to our Privacy Policy for more information.
Can I purchase online with my Caroline Eve Gift Card or Credit Note?
In the Check Out screen, select the option to Add a Gift Card.
You will need to have the gift card number with you and enter this in the box.

At present, we are unable to redeem Caroline Eve Credit Notes online, please go into one of our stores to redeem this.
Is it safe to buy online using my credit card?
When you enter your personal information on our website we use Secure Sockets Layer (SSL) technology to protect your information as it is transmitted to us. Where an online retailer uses SSL technology, at the checkout the online retailer servers and your PC encrypts everything that you enter into your computer, such as credit card details, billing and delivery address. When it is encrypted, generally other computers are unable to make sense of it, therefore keeping the information private while it is being transmitted.
Can I return or exchange items that I buy online at Caroline Eve retail stores?
Yes, you can return or exchange an item that you have brought at our online store at any of our retail stores if the item has not been worn, is in a saleable condition, all price tags and swing tags are still attached to the garment, you have kept your proof of purchase online receipt and it is within 14 days of receiving your purchase.

If you have purchased SALE stock (discounted stock) please return this via our Distribution Warehouse Website Returns.
The address for our Distribution Centre is:
Website Returns – Caroline Eve
400 Raynes Road
RD2
Hamilton 3282

Please note, should you choose to return your garments back to one of our stores you may choose a credit note, exchange or have the money direct credited into your bank account. A cash refund may be available for smaller purchases.
I’ve ordered the wrong size or colour, how can I exchange it?
You can exchange the size of any product you buy at our online store within 14 days of your purchase by sending it back to our Distribution Centre or at any of our retail stores.

Please note that the online store or our retail stores may be out of stock of the new size and colour you are after, but we will do our best to accommodate your changes.

The address for our Distribution Centre is:
Website Returns – Caroline Eve
400 Raynes Road
RD2
Hamilton 3282
My purchase is faulty, how can I exchange it?
Our skilled team members inspect every delivery into Caroline Eve’s stores and Distribution Centre to ensure that the products you receive meet our high quality standards.
However, if you do receive a product that is faulty, please contact our dispatch team at onlinestore@carolineeve.co.nz to arrange a free return delivery and an exchange or refund. You may also take the product into any of our retail stores to receive an exchange or refund.
Caroline Eve’s Website Returns Policy
At Caroline Eve we understand that buying clothing online can be tricky as you've never felt the product or tried it on. That is why we have a lenient returns policy for purchases from our website that allows you to get a full refund for any products that you have purchased and are not happy with.


If for any reason you are not completely satisfied with any product, please return it to us ensuring that:
  • Garments have not been worn, soiled or damaged in any way
  • The labels and swing tickets are still attached to the garments by the nylon ties used by Caroline Eve
  • Proof purchase reciepts accompany the garment
  • Purchases are returned within FOURTEEN DAYS of purchase date

We will then replace or refund your purchase using the original payment method should you return your garments back the our distribution centre. However, should you choose to return your garments back to one of our stores you may choose a credit note, exchange or have the money direct credited into your bank account. A cash refund may be available for smaller purchases.
Do I need to create an account to shop with you?
No, you do not need account to shop with us.
However, when you set up an account with us, it allows you to order without having to fill in your details every time you shop with us, and will give you benefits such as our Loyalty Memberships rewards programme, regular emails and exclusive discounts and special offers.
You can sign up right now, or you can start shopping straight away and set your account up when you check out, which ever suits you best. Just follow the easy steps on screen and remember to have your payment and address details to hand.
How do I search for a product?
There are a number of ways you can search for a product to find exactly what you're looking for.

The most relaxing way to shop with us is to browse through the categories in the top navigation and then refine what you're looking for using the filtering options in the left hand navigation.

Alternatively, if you know exactly what you're after, just type in the product code or style name into our search facility (in the top right of the website) and we will find everything related to your specific search.

Once you've found what you want, click 'Add To Cart', and when you're done shopping, follow the on screen instructions to fill in your payment and delivery details.

I haven’t received my purchase, but it is now on special, can I get a refund of the difference?
Just like our retail stores, the price is what it was at the moment you brought it. It is our general view not to refund the difference.
Contact Our Stores
You can contact any of our stores by clicking on the Store Locations link along the bottom navigation on the website. If you still can't find what you are looking for below - check our Contact FAQ's.
How do I redeem my gift card for my online purchase?
Aren't you lucky - you have a Caroline Eve gift card to spend either on our Online store, or any of our Retail Stores nation wide.

To redeem online, on the Checkout screen, down the Right side column you will see a box saying "Add a Gift Card"
Click on this box, and a space will appear instructing you to "Enter Card Number"
The card number is the 10 digit code on the back side of your Physical Caroline Eve gift card underneath the barcode.

Enter this number, and if there is a redeemable amount on your card, it will redeem it from your total purchase amount.

If you have any problems with this service, or questions, please dont hesitate to get in contact with our Online Store Help team.

*Please note, our online store can only accept Caroline Eve issued gift cards. This does not include Shopping Centre issued gift cards or others.