Coronavirus Information For Our Customers
We appreciate this unprecedented time of great uncertainty is having a huge impact on all our lives, and we think it’s important to let you know we are doing everything we can at Mountain Warehouse to try and keep everyone as safe as possible whilst we carry on as best we can.
The health and safety of our customers, colleagues and local communities remains paramount to our business, and we will, of course, continue to monitor and follow the recommendations, directives and official advice from Government and the World Health Organisation as the situation changes.
We are committed to making the right decisions for you, and we’ll keep you up to date online, by email and through our social channels.
Please keep visiting this page for the latest information.
Our Stores
As local restrictions begin to ease, our Stores are now reopening. Please check our
Store locator for your closest store and their opening times. Should you visit our Stores there will be social distancing measures in place to protect both yourself and our Team in the store.
Orders & Delivery
Yes. We are still available 24 hrs a day online at mountainwarehouse.com/nz/ for those who are able to, or prefer to shop online and we will do our utmost through this period to keep our websites running as normal for all customers. You may expierience a slight longer delivery time but these will be communicated clearly throughout your purchase.
Yes. Public Health has advised that people receiving parcels are not at risk of contracting the coronavirus (COVID-19). It is understood that these types of viruses don’t survive long on objects such as letters or parcels. This complements the highly publicised guidance from PHE for people to wash their hands more often than usual using soap and hot water.
Public Health have said that there’s no current evidence to suggest that the virus can be transmitted from packages.
Our carrier partners are:
- encouraging all customers to use the alternative delivery options available to them (such as leave in a safe place) so they do not have to receive parcels directly from the courier or have to sign for them
- not handing over our hand-held devices to customers to capture electronic signatures
- asking drivers to log the name of the person accepting the item
- posting a customer contact card to advise of other ways to arrange receiving delivery
You may experience a slight delay in your parcel while our distribution centre and the posal service adhere to relevant guidelines . The website will be updated if there is any significant change to timings. For the most up to date information on your order, please check its status using the tracking link provided in your order despatch email.
Click & Collect is now available again for Stores in a Level 2 restriction Areas. At the Moment our Stores in Level 4 Areas remain closed and cannot accept Click & Collect orders.
Our stores will ask:
- When collecting your order please remember to social distance and wear a face covering.
- Please sign in using either the QR code poster or the manual sign in sheet.
- Please put your ID on thectable and step back to maintain social distancing while we check your details. We will then return it to the table along with your order.
Where locations are closed but customer orders have already been placed, we will get in touch with customers to offer a refund or place a new order for home delivery.
Returns
If you have been unable to return an unwanted item due to self-isolation restrictions, we will honour a late return as long as the item meets the other terms of our returns policy including a valid proof of purchase i.e. store receipt, credit card receipt, online order confirmation, dispatch email or dispatch note.
If you’re having problems with a product you’ve purchased, please contact us .
Still need help?
For more general queries, you can find helpful information from Customer Services on our website