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FAQs (frequently asked questions and answers)

How safe is my transaction with you? What do you do to prevent fraud?

Our checkout process uses a secure website to process your private payment details. Our credit card processor is DPS – one of the biggest and most trusted processors in New Zealand. They process the transaction and at no time does Bivouac store your credit card details on our servers.

Have my account details from your old site been transferred to your new site?

Unfortunately not. It was completely outside our control as we had no access to your private details to be able to bring them over. You will have to create a new account. Our apologies for this. For further information on accounts see the "My Account" page.

Why should I create an account on this website?

The benefits of creating an account:

  • You won't have to fill out your billing and shipping details again if they are still the same (you can enter a number of shipping addresses if you want and they will stay on your account until you change them. Makes things quick next time you place an order with us.
  • You can keep track of your orders - they will be stored in your account and you can view any of the details at any time including where in the order process it is (status).
  • Your cart will not empty (unless you buy what's in your cart)- so there is no problem if you're not yet sure you want to buy something - it will still be in your cart when you next log in. Of course there is no guarantee it will still be in stock by the time you order it if you've left it a while.

Create an account today!

Am I able to return an item if it is not suitable or if I don’t like it for a refund or exchange? Does this include clearance items?

Yes, you may return items for refund or exchange as long as the item is returned in new condition with tags and packaging, along with the packing slip and is sent back to us within 30 days of receiving it. Clearance product is also returnable under the same conditions. You may also return product purchased online to any Bivouac store for exchange or refund, the packing slip will need to be taken in as proof of purchase. Our address: Unit 3, 81 Clarence Street, Tower Junction, Christchurch 8023.

Do I have to pay freight to return or exchange an item?

If you return an item for any other reason than it arriving in a damaged condition, you will be liable for the freight. If you have asked for an exchange you won’t be charged freight for the new item we send.

What if a product in my order is faulty or damaged in transit?

Please phone us on 0800 248 6822 (if you're in New Zealand) or 0064 3 3418061 (if you are elsewhere in the world) and we will arrange for the damaged or faulty item to be replaced. We will cover the return postage back to Bivouac for the damaged/faulty item.

Can I send items back for repair if they have been damaged?

If you have a product that needs repair you can send it back to us with details of the problem and we will send it on to the appropriate supplier for repair at a reasonable cost. Unfortunately there is no standard charge in such cases – it will depend on the problem.

What if the product I have ordered is no longer available?

This happens rarely, but if it does, we will consult with you to find something similar. If there is nothing else you want it replaced with we take the item off your order. You won’t be charged for anything we can’t send you.

What payment options are available if I wish to purchase online?

We accept Visa and Mastercard. But if you don't have a credit card, we also accept cheques and bank deposits (including NZ internet banking).

I would like to change an item/s in my order. Is this possible? How do I do this?

Email us as soon as possible and, as long as we haven’t already processed your payment and shipped your order, we can change your order and confirm this via email. We can’t adjust your order once your payment is processed and your order shipped but we are happy for you to return or exchange anything you have changed your mind about.

I have entered the wrong personal information on my order (i.e. address, contact details). Can these be fixed?

We can update your customer profile at any stage before shipping your order so fixing incorrect details is not a problem. Just phone us on 0800 248 6822 (if you are in New Zealand) or 0064 3 3418061 (if you are elsewhere in the world), or send us an email, with your order number and the correct information as soon as you can.

I am currently subscribed to Biv/mail but have changed address (or would like to be removed from the database). How do I do this?

Please send us your name, old address and your new address via email or phone 0800 248 6822 (if you are in New Zealand) or 0064 3 3418061 (if you are elsewhere in the world), and we will update our database (or remove you, if that is what you want).

If you want to unsubscribe from our emails just click on the unsubscribe link at the bottom of any of our emails.

I have seen items in your stores but can’t find them online. Can I still purchase these items through the online store?

The ideal is to have all the items we stock in our stores also on the website. Unfortunately this is not currently the case. However, if you know we have it in a store, email or phone us (0800 248 6822 (if you are within New Zealand) and we can organise to send it to you.

How long does it take to process my order?

Generally we ship orders in 2-6 working days. This time frame is dependent on stock levels and availability. We source stock from our warehouse, stores and suppliers and it can take 2-3 days (occasionally longer) to collect all the items for your order. When delays occur we will contact you via email. During sale periods order volume increases and there may be further delays in dispatching orders. Check our Shipping Information page for more details about the order process.