My session timed-out
If your session timed out while placing an online order then your shopping cart would have been emptied. Don’t worry though, as the payment step was not completed either. You can either start again with a new online order or give the Online Shop team a call on 0800 837 867 or email us at onlineshop@one.nz and we’ll help you out.

My order didn’t go through
Unfortunately we won’t be able to process your order if you give us incorrect contact details, or there is a problem with your credit check. We’ll do our best to contact you for your correct contact details. However if your order can’t be processed, we’ll cancel it and send you an email to let you know.

If you paid with your credit card, the funds being held by your bank will be released back to your card within five working days. If the funds are not returned within five working days please give the Online Shop team a call on 0800 837 867 or email us at onlineshop@one.nz

I need to talk to someone!
The Online Shop Team are here to help on 0800 837 867 between 8am and 6pm, Monday to Friday (excluding public holidays). You can also email us at onlineshop@one.nz

Please have your online order number with you when you call.

My order hasn’t arrived
If your order hasn’t arrived and you haven't heard from us for more than two working days then feel free to give us a call on 0800 837 867, 8am – 6pm Monday to Friday (excluding public holidays) to check your order's status (please have your order number handy).

Lost calling card
If you missed the courier and lost the calling card, give CourierPost a call on 0800 COURIER (0800 268 743). You'll need to have your tracking number (included in your Dispatch email) handy so they can trace your delivery.

Returning an order
We’re happy when you’re happy. So we’ll do all we can to help if you want to return something you’ve bought in our Online Shop. Please see our Returns page for more information.

Cancelling an order
Once you’ve placed your order and your payment has been processed, you can’t cancel it. We’ve probably already started preparing and packing it, to get it out to you as quickly as possible.

However, our 7 Day Change of Mind Guarantee means you can return your mobile phone, mobile accessory, mobile plan, broadband and/or home phone plan, iPad, tablet or Home Phone Wireless once they have arrived.
See our Online Shop Terms and Conditions for more information, or visit our Returns and Exchange web page.