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Frequently asked questions

We hope this page answers all your queries. 

Please reach out through email with any additional questions you might have. 

sales@gomo.co.nz

What is your question related to?

 

Postage

When will you post my order? 

  • We aim to have all orders packaged and ready for postal pickup within 24 hours of when the order was placed. You will receive a confirmation email that your order has been received. You will receive a second email with your tracking number once your parcel has been booked to be picked up by a courier.  Please note that this schedule can vary over the weekend as postal services do not run on Saturdays and Sundays.  

How long will my order take to arrive? 

  • We use an overnight courier, so you can expect your parcel to arrive within 1 to 3 days, depending on when the order is placed. Please note that this is only a guideline and not a guarantee. We have seen more significant delays with postage due to COVID-19. We understand how eager you must be to get your package. Rest assured that we do our best to ensure that your order gets to you as quick as possible.  

Do you do same-day delivery? 

  • Please send us an email, and we can attempt to get this organized for you. 

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Product

Where can I find more information about a product? 

  • You can find details on each product when clicking on the "view more details" link on the quick view screen.  When you scroll down on the product listing and select the "included" tab, you can see a breakdown of what your purchase will include. The dropdown tab below this, "product info," will give you more details on the product.  

I want more specific details on a product. Where can I find this? 

  • Flick us an email at sales@gomo.co.nz. We would love to hear from you! We typically respond within 24 hours and would be happy to answer any additional questions you might have.  

Where are GOMO products made? 

  • We source our products from all around the world. We follow the source of a trend, find the product and bring it to New Zealand.  

Do you dropship?

  • No, we don't dropship. While it would make our jobs easy (haha), dropshipping is outside the scope of what we aim to do here at GOMO. We aim for fast customer delivery, whereas dropshipping can take weeks for the product to arrive. Instead, we preorder and store all products in Auckland. 

Will you be releasing this product? 

  • We could, but it might not be on our radar yet. GOMO is a collaborative brand so tell us what trends you spot and what product you would like to see on our website. To say thanks, we will send you a voucher for 50% off any order you make if we launch your product idea.  Visit here to submit an idea. 

 
 

Orders & Payments

How do I cancel or amend my order? 

  • We do not allow for amendments on orders, but we understand that a wrong click sometimes happens. If you would like your package to be sent to a different address than the one provided when you placed the order, please email us urgently at sales@gomo.co.nz; we may be able to mend this if your order has not been processed yet. 

What payment types do you accept? 

  • We accept debit/credit cards (Visa, MasterCard, Amex, ChinaUnionPay, Jcb, Diners, CartesBancaires, Discover, Electron, Maestro, AliPay), and Laybuy.

Returns & Refunds

Order Cancelations/Refunds 

  • We do allow for order cancellations as long as the cancellation is made before the order has been processed and posted. Please note we aim to process every order within 24 hours, mostly, we process your order within the hour. We recommended cancelling an order immediately to ensure eligibility.  

  • We do not allow for orders to be cancelled if the package has already been booked for pick up by the postal service. If you have received an order confirmation email but have not yet received a secondary email with your tracking number, it is likely that your parcel has not been fully processed yet. If you have received an email with your tracking number, we are unable to cancel your order.

  • Please email us at sales@gomo.co.nz with 'order cancellation' and your order number in the subject line.  

 

 

Exchanges/Refunds 

  • We do offer exchanges or refunds if the product is faulty. Please note we do our best to prevent faulty products (we check our products twice before it is sent out to ensure that it is functioning as it should) but sometimes these mistakes happen. Faulty product exchanges/refunds won't be accepted if  

    • you used the product in a way that a reasonable consumer would not 

    • you used the product so much that it is reasonable that it broke 

    • you broke or lost the product 

    • you modified the product and this is what caused the issue. 

  • We do not offer exchanges or refunds for a change of mind, once the product has been picked up by the postal service/received. 

  • Please email us at sales@gomo.co.nz with 'faulty item' and your order number in the subject line.  

    • Please provide imagery or video (if possible) of the fault. 

    • Please state whether you would like an exchange or a refund.  

  • Please note: you are responsible for shipping costs of returned items.  

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