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FAQ - Frequently Asked Questions

Many common questions are answered in the following pages:

Satisfaction Guarantee

Shipping & Delivery

Privacy Policy

Other questions are answered below.  

What currency will I be billed in?

All transactions are completed in New Zealand dollars.

What company name will show on my credit card statement when I purchase from you?

B-Wear Online.

How long until I receive my order?

Once payment has been approved, please allow up from 2-10 days for delivery, depending on your country.

What delivery methods do you use?

We deliver by courier only.

Can you deliver to a PO Box address?

Yes, no problem.

How do you package your deliveries?

All deliveries will be in a courier bag or cardboard box, and will show the sender as B-Wear Online.  Inside the delivery bag will be your items - these will be giftwrapped with tissue and ribbon, or placed inside a gift box.

What countries do you deliver to?

We offer an international delivery service to countries outside of New Zealand, including Australia, the United Kingdom, United States and Western Europe. 

How much will I be charged for delivery?

Delivery charges vary depending on your location and the total value of your order. Please see below: 

Delivery Charges (courier delivery)
NZ: $6.00, free for all orders over $50.00.
Australia: $25.00, free for all orders over $200.00.
UK, Europe, and US: $85.00, free for all orders over $400.00. 


Will I have to pay any import duties or taxes (for customers outside NZ)?

Any import duties or taxes are the buyer’s responsibility and may be imposed by your country's government when your order arrives at your country's border – please refer to your local Customs' office/bureau for your country’s rules on which shipments will incur duty/import tax and what rate.

What is your policy on returns?

You can return any item if you are not entirely satisfied.  We recommend downloading the Return Form as it will assist you in this process. Download Return Form

Exchange/Online Credit

You are welcome to send back any item/s for exchange/online credit for another size/colour or different style/s within 10 days of delivery (NZ) and 21 days of delivery (international), provided the item/s are returned to us in perfect condition and unworn. NB: please note that, for hygiene purposes, no exchange can be offered on briefs/knickers/pantyhose.

Contact Us first so we can hold your replacement item for you so that you don't miss out

If you are wishing to exchange we recommend that you contact us prior to returning the item/s in question so that we can reserve your replacement item/s.

What Delivery Method Should I Use for Returning an Item

Please send items to our showroom using a 'track-and-trace' method of delivery, as we will not be responsible for any items lost during transit back to us.

Delivery costs back to our offices will not be reimbursed on exchanged items. 

What is your policy on faulty goods? 

All goods are carefully checked prior to despatch, however in the unlikely event of a fault, we will refund/exchange/replace the item as soon as possible. If you believe an item is faulty please download the return form here and send back to us with merchandise for assessment, using a ‘track and trace’ delivery method. In this case, we will be happy to refund the cost of returning the goods back to us. We will contact you via email as soon as we receive the item in question.

All lingerie & hosiery garments are ‘hand wash only’ due to their delicate nature, and no refund or exchange will be given on items that have not been cared for in the correct way.

My question is not answered above - how do I get the answer I need?

If you require any further information regarding our products, ordering online, delivery, refunds or exchanges, please do not hesitate to contact us.