Help for orders and delivery from our online shop

Important things to know about using the 2degrees online store

If you've spotted a shiny new thing on the 2degrees online store and you're keen to buy a phone, tablet or mobile accessory from us, we want to make sure that you know what to expect so you get the best out of the experience.

In accordance with the Consumer Guarantees Act, there are a few things we're legally obliged to let you know. It's important to read through these terms so you know where you stand.

When you shop online with us, we'll assume you've read and agree with these things along with any other terms and conditions that we show you while you shop. If you have any questions that aren't answered here, feel free to call us on 0800 022 022.

Buying plans, phones or mobile devices and accessories on our online store

You need to be at least 18 years old to use the Online Shop. Also, it's important that you give us all the information we need otherwise we may not be able to complete your order.

When you place an order, you're making an offer to buy something from the Online Shop according to these terms and conditions. From there, we'll most likely accept your order by processing your payment and sending you the things you bought. But we may, for any reason, decline your order or a part of it. If that happens, we'll always let you know using the email address you've given us, or by phone. We don't consider any order to be accepted until we've processed your payment and sent out the things you bought.

When signing up to a Plan, you will need to complete an external credit check using your NZ Driver licence. If you don't have an NZ Driver licence, you will need to sign-up to a Plan in-store. When you place an order for a Plan, you're also agreeing to our Pay Monthly Terms and Conditions and any other specific terms and conditions applicable to a Plan or Account made available by 2degrees as published at www.2degrees.nz.

How to pay for your 2degrees purchases in the online store

You can buy things from the online shop with Visa, MasterCard, American Express and Diners cards, just as long as those cards are valid and issued by a New Zealand bank. Unfortunately, cards issued by foreign banks can't be used in the Online Shop. There are restrictions on credit card purchases, such as how many products you can purchase in one transaction and credit card limits. The credit limit for a single transaction is $4500.

Can I use a Coupon Code?

If 2degrees has provided you with a unique code to be redeemed against orders of products from the Online Shop (Coupon Code), you can redeem your Coupon Code by entering the unique number provided by 2degrees at the checkout process when placing your order. You can only use one Coupon Code per order of product. The Coupon Code expiration will depend on the promotion, please check with you 2degrees representative who provided the code for further details. You will not be able to use the Coupon Code after this date. You cannot use a Coupon Code in conjunction with any other sales discounts or promotional offers. Use of the Coupon Code deems acceptance of the Promo Code & Coupon Code Terms and Conditions

Your Shopping Limit

When purchasing in the Online Shop, you can only buy a maximum of five SIM cards and/or two mobile devices at any one time. Your purchases may also be subject to a maximum credit card limit.

Cancelling or changing Your order

If you make a mistake when you submit your order call us on 0800 022 022 straight away (and in any case within 7 days) and we'll do our best to fix any problems. As long as your order hasn't been processed, we should be able to make any changes you need. We may even be able to cancel the transaction if that's what needs to happen.

We may activate your Plan on your behalf if you have not activated it within 7 days of your order and we have not heard from you to say that you wish to cancel your Plan within that time. If you choose to cancel your Plan after 7 days of purchase, we may charge you Early Termination Charges and all other usage charges in accordance with the terms applicable to that Plan.

We know that sometimes things arrive that aren't quite what you wanted, so we've designed the Change Your Mind Guarantee which applies to devices and plans. See more about the Change Your Mind Guarantee and our Returns process here.

Getting your online purchases delivered

We can only deliver things you buy from the online shop to physical addresses in New Zealand. This doesn't include PO Boxes or Private Bags. We'll email you confirmation when your order is sent.

Whenever you place an order, we'll send a track and trace ID with your confirmation email so you'll always know exactly where your order is. For that extra bit of assurance, all parcels are Signature Required.

Our delivery times are estimates only, but we know getting new items is exciting, so here's when you should expect to see a parcel from us:

  • In and around Auckland: look for your parcel in two working days.
  • The rest of New Zealand outside Auckland: your parcel should arrive up to three working days after the order was made.
  • Rural delivery customers: If you ordered from our online shop to a rural location, in most cases your parcel won't be delivered directly to you, but most likely delivered to and signed for, at a rural delivery location. Check with your local NZ Courier rural delivery centre for your nearest RD delivery location by calling them on 0800 800 841.

Getting things delivered on time is important to us, but we can't guarantee delivery times. 2degrees is not liable for any loss, cost or expense caused by delay in delivery.

Couriers need a signature before they'll hand over an order and they won't deliver to addresses that are obviously unoccupied. So if you're not there, or they aren't sure that everything is as it should be, they may decide that it's best not to deliver your order. In that case, they may leave a card for you to call them and arrange for your order to be redelivered or picked up from the nearest depot. We're responsible for the items you've ordered until the order is signed for by you or someone on your behalf. Once you've got the order, it's yours and you're responsible.

Paying Postage

For a limited time, we'll pay all courier charges for all the purchases that you make from our Online Shop. When we change this we'll make it very clear on the website.

Credit Card Security

It's important that you can use your credit card or debit card safely in the online shop. All of our payments are handled by an independent accredited payment processor that complies with the standards set by the Payment Card Industry. 2degrees does not see or store card details. The online shop uses 3D Secure for additional security. 3D Secure provides extra protection for both you and 2degrees for online payments. It is used to authenticate you as the cardholder during payment processing, similar to entering a PIN for an ATM or EFTPOS transaction. If you accidentally close out of the browser during the 3D Secure authentication process, your transaction will be treated as failed/abandoned. For more information, see http://www.visaeurope.com/en/cardholders/verified_by_visa/how_it_works.aspx for Visa cards and http://www.mastercard.com/mel/personal/en/cardholderservices/securecode/how_it_works.html for MasterCard transactions.

Your Order Number

If you buy something from the Online Shop and need to talk to us about it, it's much easier if you can give us the order number. If you don't have that, you'll need to know the credit card number you used to complete the order. That's so we can make sure you are who you say you are.

Returns Policy

In the unlikely event that the device you purchased from our online store isn't exactly what you ordered, or turns out to be faulty, we'll do our best to get that sorted quickly. You can find out how to return your purchase here.

If you need to send a mobile device back for repair or replacement, there is the chance you might permanently lose any contacts, photos, videos, ringtones, messages, games or other downloads that you have saved on your phone. We recommend that before you send it back to us, you make a back-up of this data. 2degrees isn't responsible for any loss of data from your handset in the case of repair or replacement.

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