Need a Hand

Need a Hand

We're sure you have a couple questions or maybe you need just a little more reassurance.
Let us help!

Can I purchase Non Essential items?

You sure can! We will dispatch these items when we move to alert level 3. 


 Are you allowed to sell essential items?

Yes, we are happy to announce that we have been approved by the Ministry of Business, Innovation and Employment to give you access to all essential items during lockdown should you need them.


Which items are essential?

All of the items you see in our Winter Essentials catalogue. Click here to check them out.


What does it mean if an item I ordered Is now “backordered”?

Don’t stress! We do have this item in stock. This means that the item is coming from our larger warehouse to one of our webstores to then be processed and distributed out to you.


Why has my order been split?

Your order has been split because we have different items in stock at our different webstore locations. These will be sent to you separately.


Why is no one getting back to me?

We currently have a skeleton crew working in the webstore to dispatch orders as fast as we can while our customer service team works remotely. We will do our best to get back to you ASAP.

We know you are excited about getting your goodies, but please refrain from sending more than one email as this will causes a big back log for others who are also awaiting a response. 


When will I get my order?

Our team will be working hard to get orders out, but please bear with us as we work through the backlog of orders.

What is contactless delivery?

Contactless delivery means your parcel will be left at your door. To keep both you and your family safe, and the driver.

Why does my order say "unordered"?

We have definitely received your order, this just means our team are still working hard to process and pack your order.

Can I change my order?

Once an order is placed we can not make any changes. We will cancel your order and you can place a new order.

When I go to track my order it has no status? 

This may be because the courier has not yet picked it up or scanned it in. Check it again in a couple hours or wait overnight.


Are all your stores still closed?

Yes, our stores are still closed and will reopen once we receive approval the government to reopen again.


What if I want to return or exchange my order?

We can't take any returns or exchanges until our stores reopen. We have also extended our return period to 30 days.


Can I cancel my order?

We can cancel your order only if it has not been dispatched yet. If you would like to cancel your order please get in touch with us via social media on Facebook & Instagram or send us an email on


I have more questions, how can I get in touch with somebody?

You can contact us via social media on Facebook & Instagram or send us an email on
Our team is working hard to answer any queries you may have.


To check out the range of essentials we have, click here!


Stay Safe & Be Kind
BB&B Team