Last Updated: September 21, 2026
Welcome to our Frequently Asked Questions page.
Here you can find information about ordering, payment, shipping, delivery, returns, refunds and customer support.
If you cannot find the answer to your question, please contact us:
Email: support@wcnnq.shop
Telephone: +64 21 826 1894
1. Who operates this online store?
This online store is operated by:
PINK PLUMBING LIMITED
Company Number: 9300084
NZBN: 9429052516979
Registered Address:
76b Malvern Road
Morningside
Auckland 1022
New Zealand
The company is registered as a New Zealand limited company.
2. Where do you ship?
We ship to eligible destinations available through our online checkout.
Shipping availability may depend on:
- Destination country;
- Postal code;
- Carrier coverage;
- Product availability;
- Customs requirements; and
- Local delivery restrictions.
Available shipping options will be displayed during checkout where applicable.
3. How long does order processing take?
Orders are generally processed within 1–2 business days after they are successfully placed and confirmed.
Orders placed on weekends or public holidays will normally begin processing on the next business day.
Processing may occasionally take longer during public holidays, promotional periods, high order volumes or other exceptional circumstances.
4. How long does delivery take?
After dispatch, the estimated delivery time is generally 5–7 business days.
Please note that this estimate does not normally include the initial 1–2 business day processing period.
Therefore, the typical total timeframe from order confirmation to delivery is approximately 6–9 business days.
Delivery may occasionally take longer because of customs processing, carrier delays, severe weather, public holidays or other circumstances outside our reasonable control.
5. How much does shipping cost?
Applicable shipping charges will be displayed during checkout before you complete your order.
Where free shipping is available, the applicable shipping option will be displayed as free or zero-cost during checkout.
Please review our Shipping and Delivery Policy for complete information.
6. How can I track my order?
Where tracking is available, you will normally receive tracking information after your order has been dispatched.
Your shipping confirmation may include:
- Carrier name;
- Tracking number;
- Tracking link; and
- Dispatch information.
Tracking information may take approximately 24–48 hours after shipment to become active.
If you have difficulty tracking your order, please contact:
Email: support@wcnnq.shop
7. What payment methods do you accept?
Depending on your location and the options available during checkout, payment methods may include:
- Cash on Delivery (COD);
- PayPal, where displayed during checkout; and
- Other payment methods made available through checkout.
Only payment methods actually displayed during checkout are available for the relevant order.
Payment options may vary according to country, currency, product, order value and delivery provider.
8. How does Cash on Delivery (COD) work?
Where available, you can select Cash on Delivery (COD) during checkout.
With COD, payment is made when your parcel is delivered.
Depending on the courier and destination, payment may be accepted in cash or through another payment method supported by the delivery provider.
COD availability may depend on:
- Destination country;
- Postal code;
- Product;
- Order amount; and
- Local courier availability.
If COD is unavailable for your order, it will normally not appear during checkout.
9. How does PayPal payment work?
Where PayPal is displayed as an available payment method, you can select it during checkout.
You may be redirected to PayPal to:
- Sign in;
- Select your payment source;
- Verify your identity; and
- Confirm your payment.
We will never ask you to provide your PayPal password by email or telephone.
If PayPal is not displayed during checkout, it is not available for that particular order.
10. Is payment secure?
We take reasonable measures designed to provide a secure shopping environment.
For your security:
- Never send passwords by email;
- Never provide your online banking password to customer support;
- Never provide your PayPal password to customer support;
- Do not send complete payment-card information by email; and
- Complete payments only through the official checkout process.
Please contact us if you notice suspicious activity relating to an order.
11. Can I change or cancel my order?
Please contact us as soon as possible if you need to change or cancel an order.
Email: support@wcnnq.shop
Telephone: +64 21 826 1894
We will make reasonable efforts to assist you.
However, once an order has entered processing or has already been dispatched, changes or ordinary cancellation may no longer be possible.
Any mandatory consumer rights remain unaffected.
12. What should I do if I entered the wrong delivery address?
Please contact us immediately if you notice an error in your delivery information.
If your order has not yet been dispatched, we may be able to update the address.
Once the parcel has been shipped, we cannot guarantee that the delivery address can be changed.
Additional reasonable shipping costs resulting directly from incorrect information supplied by the customer may be the customer's responsibility where permitted by applicable law.
13. What happens if my order is delayed?
Delivery delays may occasionally occur because of:
- Carrier congestion;
- Customs processing;
- Public holidays;
- Severe weather;
- Transportation interruptions;
- Incorrect delivery information; or
- Other circumstances outside our reasonable control.
If your estimated delivery period has passed, please check your tracking information first.
If there has been no meaningful tracking update for an extended period, please contact us with your order number.
14. What should I do if my parcel appears to be lost?
First, please check:
- Your tracking information;
- The delivery address;
- Whether another household member accepted the parcel;
- Any designated safe delivery location;
- Any collection point indicated by the carrier; and
- Any delivery notice left by the courier.
If you still cannot locate the parcel, contact us at:
Email: support@wcnnq.shop
Telephone: +64 21 826 1894
Please include your order number and available tracking information.
15. What should I do if my product arrives damaged or defective?
Please contact us promptly.
Where reasonably possible, provide:
- Your order number;
- A description of the problem;
- Photographs of the product;
- Photographs of the packaging;
- Photograph of the shipping label; and
- Video evidence where relevant.
Depending on the circumstances and applicable law, an appropriate solution may include repair, replacement, return, refund or another applicable remedy.
16. What should I do if I receive the wrong product?
Please contact us promptly at:
Email: support@wcnnq.shop
Telephone: +64 21 826 1894
Please provide your order number, photographs of the product received and a description of the problem.
We will review the matter and provide appropriate instructions.
17. What is your return period?
We provide a 30-day voluntary return period for eligible products.
A return request should generally be made within 30 days after receiving your order.
To qualify for a voluntary return, the product should generally be:
- In the same condition in which it was received;
- Unused or unworn;
- Undamaged;
- Complete with accessories and manuals;
- Accompanied by proof of purchase; and
- In its original packaging where reasonably possible.
Please review our Return and Refund Policy for complete conditions.
18. How do I request a return?
Before sending a product back, please contact us:
Email: support@wcnnq.shop
Telephone: +64 21 826 1894
Please provide:
- Your full name;
- Order number;
- Product you wish to return;
- Reason for the return; and
- Photographs or videos where relevant.
Please do not send a product back before receiving the applicable return instructions.
19. Where should I send my return?
Unless we provide a different authorized return address, approved returns should be sent to:
PINK PLUMBING LIMITED
76b Malvern Road
Morningside
Auckland 1022
New Zealand
Please contact us before shipping any return.
Do not send parcels on a cash-on-delivery or postage-due basis unless we have expressly authorized this in advance.
20. Who pays for return shipping?
For eligible voluntary change-of-mind returns, customers are generally responsible for direct return shipping costs unless otherwise agreed.
Where a return results from a defective, damaged, incorrect or otherwise non-conforming product supplied by us, reasonable return shipping costs will be handled in accordance with applicable law and our Return and Refund Policy.
21. Are there products that cannot be returned?
Certain products may be excluded from voluntary returns where permitted by applicable law.
Examples may include:
- Clearly personalized or custom-made goods;
- Goods that deteriorate or expire rapidly;
- Sealed hygiene or health-protection products once unsealed;
- Products that become inseparably mixed with other goods after delivery;
- Certain sealed software, audio or video products after opening; and
- Other products excluded under applicable consumer law.
These exclusions do not limit mandatory rights relating to defective, damaged or incorrect products.
22. Can I exchange a product?
Please contact us if you want a different product, model, size or variation.
Depending on availability, we may arrange an exchange or ask you to return the original product and place a new order.
Availability of replacement products cannot be guaranteed.
23. When will I receive my refund?
Once an eligible returned product has been received and inspected, we will notify you regarding the refund.
For eligible returns under our voluntary return policy, approved refunds are normally processed within 10 business days after approval.
Your bank or payment provider may require additional time before the refunded amount appears.
If more than 15 business days have passed since we confirmed that your refund was approved, please contact us.
24. How will I receive my refund?
Where possible, refunds are generally returned using the original payment method.
For online payments, an approved refund will normally be processed through the original transaction or another appropriate method.
For Cash on Delivery orders, another refund method may need to be arranged because payment was originally collected by the courier or delivery provider.
Where necessary, our customer service team will contact you to arrange an appropriate refund method.
Never send passwords or complete payment-account credentials by email.
25. Are customs duties and import taxes included?
Orders shipped across national borders may be subject to:
- VAT, GST or other applicable taxes;
- Customs duties;
- Import taxes;
- Clearance charges; or
- Other fees imposed by the destination country.
Where these charges are included in the purchase price, this will be indicated during checkout where reasonably possible.
Unless expressly stated otherwise, additional charges imposed independently by customs or government authorities may be the customer's responsibility, subject to applicable law.
26. Can I refuse a Cash on Delivery parcel?
If you selected Cash on Delivery and no longer wish to receive the order, please contact us as soon as possible.
Where possible, contact us before the order is dispatched.
Repeated or unjustified refusal of COD parcels may result in COD being restricted for future orders where permitted by applicable law.
Mandatory consumer rights remain unaffected.
27. What happens if I do not collect my parcel?
If a parcel is sent to a collection point, please collect it within the period specified by the carrier.
Unclaimed parcels may eventually be returned.
Where a parcel is returned because it was not collected, reasonable additional shipping costs may be the customer's responsibility where permitted by applicable law.
If you wish to cancel an order, please contact us directly rather than simply leaving the parcel unclaimed.
28. Will my order always arrive in one parcel?
Not necessarily.
Orders containing multiple products may sometimes be shipped separately.
This means:
- Products may arrive on different dates;
- You may receive multiple tracking numbers; or
- Different carriers may be used.
If you receive only part of your order, please check all available tracking information before reporting an item as missing.
29. How is my personal information handled?
Personal information is processed according to our Privacy Policy and applicable privacy requirements.
We may process information necessary to:
- Process your order;
- Receive or verify payment;
- Arrange delivery;
- Provide customer support;
- Process returns and refunds;
- Prevent fraud; and
- Meet applicable legal obligations.
Please review our Privacy Policy for complete details.
30. How do I contact customer service?
For questions concerning products, orders, payments, shipping, tracking, returns, refunds, privacy or other customer service matters, please contact:
PINK PLUMBING LIMITED
Company Number: 9300084
NZBN: 9429052516979
Registered Address:
76b Malvern Road
Morningside
Auckland 1022
New Zealand
Email: support@wcnnq.shop
Telephone: +64 21 826 1894
When contacting us about an existing order, please include your order number and the email address used when placing the order.