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Customer Service

Customer Service

All payments and/or transactions are handled off site at a secure processing gateway called WINDCAVE (formerly Payment Express).  After reviewing your order at the final stages of your transaction, you are required to select "Proceed to Next Step" which will transfer to the Windcave secure gateway,  Once the transaction is completed and payment is successful, Windcave will return you to our website with conformation payment has been processed including a reference to your order.  For how Windcave handles these secure transactions, please CLICK HERE to view their privacy policy.

Shipping & Delivery

Free delivery, over the stipulated value, is only applicable for New Zealand addresses.  Shipping always will apply to addresses outside of New Zealand.  Email for shipping costs to International destinations.
All orders are shipped via a courier or NZ Post. Please allow time for delivery depending on shipping method and whether the goods are being sent to a rural address.  We will advise you of the shipping method and the date shipped to your email address.  If by a courier we will advise you of the tracking number.  Once the goods have been shipped our obligation is complete any non-arrival of goods inquiries must be initiated by you.  Further we do not have any control over subsequent delays during transit.
Privacy & Security
We are committed to ensuring that your information is secure. In order to prevent unauthorised access or disclosure, we have put in place suitable physical, electronic and managerial procedures to safeguard and secure the information we collect online. All payment transactions are processed by PayPal or by you through your credit card provider.  We receive no information nor do we have access regarding credit card information.  
Returns & Replacements
The returns policy set out below only applies to products purchased from our online store being Flyfishinginxs.Kiwi trading as 'I Love Fly Fishing'.  In the terms below the expressions us, we, our and 'I Love Fly Fishing' are a reference to Flyfishinginxs.Kiwi trading as 'I Love Fly Fishing' and the reference to you is the Customer. 
Change of Mind - Choose Carefully
We will not accept returns or make refunds on purchases because you have changed your mind.  We will accept returns based on change of mind in exchange for other product at the same value or greater.
If you order and receive any product (except gift cards) that is faulty simply return it to us within the given time frames (refer below) and provided it is in the same condition which we sent it to you, including any packaging and accessories, we will happily exchange this product or refund your payment. We do not in any circumstances accept return of Gift Cards.
Time Frame for Returns
The time frames in which you must return products are:
Full Price Products - within 10 working days of receipt of product, Sale Products - within 5 days working days of receipt of product and in respect of any products delivered to an overseas address- within 15 working days of receipt of product.
Unless a product is faulty or the wrong product was received, we will not accept any products returned outside of these time frames. No exceptions.
Except for faulty items, refunds are only available to online purchasers of products as they are unable to try the product on.
Returns Process
1. Please email us with the intention of return.  Attach all purchase and receipt documentation.
2. Enclose with your package all documentation.
3. Send your return to:
14a Moore Street
Hillcrest, North Shore
New Zealand 0627
Attn: Returns
4. We recommend sending via a service that can provide you with a tracking number.  We take no responsibility for shipped goods that do not arrive.
5. Once we receive the package, we will endeavour to inspect and process within 24 hours to ensure you receive your exchange or refund as quickly as possible. We will send an email to confirm and update you on the process.
Flyfishinginxs.Kiwi trading as I Love Fly Fishing will not refund the original delivery costs or return freight costs for any product that is returned for reasons other than being faulty product. If your product has been damaged in transit, please contact our customer service team and we will arrange to replace the damaged products. If you have any problems with the returns process, please do not hesitate to contact the team.
Faulty Returns
If you have a faulty product that you would like refunded, repaired or replaced, follow the Return steps above. Faulty products may be returned outside of the regular return time frames recorded above so long as the product is still under warranty. We will meet our obligations under the Consumer Gurantees Act 1993 to provide a remedy. Please enclose your original invoice with a detailed description of the fault.
Returns Terms & Conditions
All products returned for refund or exchange must be returned in original saleable condition with all tags attached (unless faulty). Any packaged items must be returned with the original packaging in good condition or may not be accepted. Gift cards and promo codes cannot be applied to exchanges.
We not accept any "Collect On Delivery" deliveries. Any returns sent "Collect On Delivery" will have the postage costs deducted from your refund.
For all returns (except faults which is addressed above), we will endeavour to process all returns as quickly as possible. During peak periods, we cannot guarantee returns will be processed within 24 hours. During these periods some exchanges may not be processed if your requested product is out of stock and a refund will be processed instead.
We recommend placing a new order online and returning your original items for refund to avoid exchange products selling out. You will receive an email to notify you whether a refund or exchange was made on your return. Refunds will be credited through to a nominated bank account.