Frequently Asked Questions

Need a hand? We’ve got you. In fact, we might already have the answer you need. If you can’t see the information you’re after below, then simply fill out our contact form to get in touch with one of our TWL team members.

  • Orders

  • How do I check my order status?
    If you have registered for an online account with us, simply login and click on ‘My Orders’. If you prefer to check out as a guest, you won’t be able to view your previous orders. After checking out as a guest you will be given the option to register – this will enable you to see your orders for future purchases made against your account.
  • How do I pick up my Click and Collect order?
    Once you have received an email letting you know your order is ready to be picked up. Head to the branch you specified when placing your order, with photo ID and your order number. Our friendly staff will have your products ready and waiting for you.
  • How do I change details about my order, like my delivery address or items ordered, once it is submitted?
    Unfortunately, this is not normally possible once an order has been submitted, as your order may have already been processed. If you have ordered online during working hours Monday – Friday and wish to immediately change details of your order, you can try getting in touch with the TWL store who are processing your order. Please check the order confirmation email sent to you after submitting your order for detail of which TWL store is processing your order.
  • Why are some products “only available in-store”?

    Sometimes products are not available for purchase from our website. This may be due to specific requirements around certain products. This may be a result of one of the following examples:

    • Specific Measurements
    • Certain Dangerous Goods items
    • Certain Weighted products
    • Applications specific
    • Regulated products
  • Reasons for order delays
    There are several reasons for order delays. They may consist of one of the following:

    • Entry of an incorrect or incomplete address during checkout.
    • The address had no-one to sign for the parcel.
    • Personal details may need to be confirmed for fraud prevention if we are unable to verify the shipping destination to protect the card holder, and this may delay shipping.
    • Occasionally if a particular product is in high demand, we may need to supply product from outside of our standard delivery network. This can cause delays in dispatch if orders are directed to regional locations etc.
    • Weather related events
    • Worldwide shipping delays
    If your order is not received within the quoted delivery period, please check your order confirmation email for Track and Trace details.
    Alternatively, contact your local branch on freephone 0508 677 704, or complete our online enquiry form. We will generally respond to online enquiries within 1 working day.

  • What happens if I place an order but there is no stock?
    In the unlikely event a product in your order is not available after placing an order, we will contact you using the details you entered at the time of purchase to offer an alternative product, inform you of any delays or offer a refund
  • Delivery

  • There is a problem with my delivery, who should I contact?
    You will need to contact the TWL store that is processing your order. Please check the order confirmation email sent to you after submitting your order for detail of which TWL store is processing your order.
  • Why didn't the courier drop the parcel off?
    All our deliveries require a signature unless you provide other instructions.  This can be over ridden by the sender with a 'No signature required' instruction or label. Note, if the receiver has a New Zealand Couriers ATL barcode in place on the consignment, TWL have deemed the scan of this barcode as accepted as the equivalent of a valid signature, and correctly delivered. Thus, New Zealand Couriers, nor TWL, would entertain any claims for loss.

    Visit for more information.

    If nobody is home at the time of delivery, the courier will leave a calling card in the mailbox and alternative delivery arrangements can be made.

    Please note, this is all 'best practice' and there may be occasions when New Zealand Couriers will leave an item in a letterbox or at a front door, even though they should retain the item and leave a card. If this happens and an item goes astray, the delivery courier would be held responsible and New Zealand Couriers would pay a loss claim in those circumstances.
  • Returns

  • Can I cancel my online order?
    If you wish to cancel your order, you will need to contact the branch you selected on the website. Please check your order confirmation email for the details. We cannot guarantee it will be possible to cancel your order as it may have already been processed. If we can cancel the order prior to dispatch, we will refund the original payment. If the order has been processed and already with the courier, we will refund on return of the goods to the branch. Delivery fees will not be refunded.
  • Can I return my order - I changed my mind?
    TWL is happy to refund products if returned within seven days of receiving your goods provided the products are returned with a valid invoice or delivery docket, and
    • Is unopened and unused.
    • In original condition and packaging.
    • Includes all parts and accessories that complete the product.
    • Is not a customised item. Customised items include products that have been cut to length ordered, made specific to requirements and special-order items.

      If possible, return your items to the branch you specified on your order or to your local TWL branch. If it is not possible to return in person and you wish to courier the goods, please contact your local branch to discuss the return and they will email a return order confirmation to accompany the goods you are sending back. Refunds will be processed to your original payment method. For goods that have been delivered there will be no credit for any freight charges.
  • Can I Return My Order - The Product Is Faulty?
    If a problem occurs with a product purchased from TWL please contact the TWL store that processed your order. Please check the order confirmation email sent to you after submitting your order for detail of which TWL store processed your order. We will arrange for the item to be repaired or replaced, or provide a refund as specified by the Consumer Guarantees Act.