Frequently Asked Questions (FAQ)

Last Updated: June 27, 2025

Welcome to Prime Leather’s FAQ section. Here, we’ve compiled the most common questions our customers ask. If you need more help, feel free to contact us at sales@primeleather.co.nz or call us at +64 9242 4549

 

Orders & Payments

Q1: What payment methods do you accept?

We accept Visa, MasterCard, American Express, Maestro, and PayPal. All payments are processed securely using SSL encryption.

Q2: Can I change or cancel my order after placing it?

Yes — please contact us within 12 hours of placing your order at sales@primeleather.co.nz. Once your order is processed or shipped, changes or cancellations are no longer possible.

Q3: Is it safe to shop on your website?

Absolutely. Our site uses industry-standard SSL encryption and PCI-DSS compliant payment processors to ensure your data is secure.

 

Shipping & Delivery

Q4: Do you offer shipping outside New Zealand?

Currently, we only ship within New Zealand.

Q5: How much does shipping cost?

All orders come with free shipping — no hidden costs.

Q6: How long will my order take to arrive?

Orders are typically delivered within 5–7 business days (Mon – Fri), after dispatch. We use trusted couriers like DHL, Skynet, and FedEx.

Q7: How do I track my order?

Once your order is shipped, you’ll receive a confirmation email with your tracking number and courier details.

 

Returns & Refunds

Q8: What is your return policy?

You can return eligible items within 30 business days (Mon – Fri) of receiving your order. Items must be unused, in original packaging, and in resaleable condition.

Q9: Are return shipping costs covered?

We cover return shipping only if the item is faulty or incorrect. Otherwise, the customer is responsible for return shipping.

Q10: How do I initiate a return or exchange?

Simply email us at sales@primeleather.co.nz with your order number and reason for return. Please include photos if the item is defective.

Q11: When will I receive my refund?

Refunds are processed within 7 business days (Mon – Fri) after we receive and inspect the returned item. Your bank may take additional time to reflect the refund.

 

Products & Stock

Q12: How can I tell if an item is in stock?

All available items are marked as “In Stock” on the product page. If an item is out of stock, it will be marked accordingly.

Q13: Do you offer product customization?

Currently, we do not offer personalized or custom-made products.

Q14: What if I receive a damaged or incorrect item?

We’re sorry! Please contact us within 48 hours of receiving your order with photos and your order number. We will arrange a replacement or full refund promptly.

 

Account & Privacy

Q15: Do I need an account to order?

No. You can checkout as a guest. However, creating an account allows you to track orders, save shipping addresses, and view order history.

Q16: How do you protect my personal information?

We follow strict security practices and comply with privacy laws. You can learn more in our full Privacy Policy.

 

Business & Support Hours

Q17: What are your customer support hours?

We’re available Monday to Friday, 9:00 AM – 5:00 PM (GMT+12:00) New Zealand Standard Time (Auckland) excluding public holidays.

Q18: How do I contact Prime Leather?

You can reach us via:

Business Name: Prime Leather

Address: Level 40/40 Lady Elizabeth Lane, Wellington Central, Wellington 6011, New Zealand

Email: sales@primeleather.co.nz

Phone: +64 9242 4549

Business Hours: 9 AM – 5 PM (Mon – Fri), (GMT+12:00) New Zealand Standard Time (Auckland)