FAQ

Yes. You can place an order as a guest with no obligation to create an account. We do recommend that you create an account, however, if you’d like to check your order history and have your shopping basket items and payment details saved for next time. It’s quick and easy to create an account. Just visit https://www.yourstorename.com/register and follow the instructions on-screen.

This is automatically sent to your email address when you place an order. If you haven’t received your order confirmation within 24 hours, please get in touch at fantasticclaire.cm@gmail.com just in case there’s a problem with your order. Please check your mailbox’s spam or junk folder before contacting in case the order confirmation has been diverted there.

We typically only cancel orders if there’s a problem with stock, or if you’ve asked us to cancel. Please accept our apologies if your order is canceled because of a problem at our end. We’ll always offer an alternative product and process your refund in full, as quickly as possible.

There is only a short amount of time between when you place your order and when we start processing it. If you contact us straight away after ordering, via fantasticclaire.cm@gmail.com, we may be able to cancel your order before it’s processed. If not, we’ll despatch your order and then you can return it to us if you wish upon receiving it.

Sadly, we’re unable to modify your order once we’ve started processing it. If you need to order a greater quantity or an additional product, please place a new order online.

Orders that require shipping within NZ will be delivered within three to ten days, depending on your preferred shipping method. Shipping to countries outside of NZ is not currently available. Please get in touch if your order hasn’t been delivered according to the expected timescales, and we will check your order status.

We currently only ship within New Zealand - please get in touch if you would like a quote for international shipping at fantasticclaire.cm@gmail.com 

Shipping costs are 

$6 Urban Tracked withing New Zealand

$11 Rural Tracked

If your order value is more than $100, we provide free shipping

Yes. We’ll provide updates at every stage of your order, from the moment you place it, through to despatch and delivery. In your delivery confirmation emails, you’ll receive a tracking reference which you can use to check the progress of your order online.

If your order was shipped within NZ using our tracked services, you can see status updates on our Track my Order page. You will be able to track your order if you order via Guest or Registered checkout.

Registered Customers  

Your order's current status will be displayed in your Account Dashboard. You can find this by logging in through the 'My Account' area of the website.

Guest Customers 

We will keep you up-to-date by email at every stage of the dispatch process.

If you create an account after you have placed an order, that order will not appear within your account. 

For more details about our timeframes please visit our Shipping Page

If your order hasn't arrived within the estimated timeframe of delivery, please reach out to us via 

Firstly, we are sorry for any disappointment caused by the non arrival. We would be happy to assist with any replacement items you need (if available in stock). 

For an additional fee we offer express delivery. This will offer faster delivery times once your order has been processed - and in many cases will come with faster picking and packing. 

We are happy to refund a product if it is defective or within 30 days of purchase.

Please note, if you are requesting a refund based on an issue with condition, we kindly ask you to provide a photo in order for us to best advise a suitable resolution. Here you can find a copy of our full Condition Guidelines. 

If you have an issue with your order, please pop us a message through our chat bot

We will not cover any return postage cost, unless there was an error on our part, however we urge all customers to get in contact with us first so we can get to a solution.

We are happy to refund a product if it is defective or within 30 days of purchase upon the return of your product.

If you are requesting a refund based on an issue with condition, we kindly ask you to follow the steps below in order for us to best advise a suitable resolution.

Here you can find a copy of our full Condition Guidelines.

Step 1 

Receives order and you are unhappy with the condition - Check the Condition Guidelines.

Step 2

Contact us with a couple of images of the condition of the item and the order number.

Step 3 

Our friendly customer support heroes will take a look at your photos and advise on the best possible solution for your complaint. 

In the rare event that your order arrives damaged or faulty, please take photos of the product in question and email our customer service team via fantasticclaire.cm@gmail.com  with the details. We’ll respond within 48 hours.

This depends on the carrier or shipping method that you choose when returning your item. Once we receive your return, we’ll notify you by email. We aim to process refunds within three days after receiving the item into our warehouse, but it can take several days for your bank or credit card provider to process the refund into your account, or onto your card.

You’ll find that every book on our website has its own page with an Additional Information section that lists the book’s Condition Category.

The Condition Categories are as follows:

New

• A brand new, unused, unread copy in perfect condition.

Like New

• An unread copy in perfect condition. Pages are clean and not marred by notes or folds of any kind.

Very Good

• A book that has been read but remains in excellent condition. 
• It may have writing on the inside cover such as an inscription from the previous owner 
• A minimal amount of creasing to the spine
• Minimal note taking/highlighting
• Minimal discolouration of the pages
• Dust jacket present

Good

• A book that has been read but remains in clean condition. 
• The spine may show signs of wear. 
• Pages can include notes and highlighting.
• Dust jacket may be scuffed or torn,
• Mild creasing of cover
• Slightly loose bindings
• Mild browning
• Could have highlighting or note-taking through more than 15 pages.
• This book may come with library stamps within the first few pages. The cover may come with a plastic sleeve around it. There is also the possibility of library stickers on the cover or within.

Well-Read

• A readable copy. 
• Pages can include considerable notes-in pen or highlighter.
• The spine could be warped with cracking and scuffing
• The cover may be discoloured and creasing
• Could be without endpapers or title page
• Could have some water damage
• Cover slightly torn
• This book may come with library stamps within the first few pages. The cover may come with a plastic sleeve around it. There is also the possibility of library stickers on the cover or within.