Frequently Asked Questions

Last Updated: September 21, 2026

Welcome to our Frequently Asked Questions page.

Below you can find answers to common questions about ordering, payment, shipping, delivery, tracking, returns, refunds, and customer support.

If you cannot find the information you need, please contact us:

Email: support@yswpb.shop
Telephone: +64 21 849 5981

1. Who operates this online store?

This online store is operated by:

PINK ROLLS-ROYCE LIMITED
Company Number: 8126722
NZBN: 9429048657563

Registered Address:
Level 2, 24 Johnston Street
Wellington Central
Wellington 6011
New Zealand

2. How can I contact customer service?

You can contact our customer support team using:

Email: support@yswpb.shop
Telephone: +64 21 849 5981

If your question concerns an existing order, please include your order number and the email address used when placing the order.

3. How long does it take to process my order?

Orders are generally processed within 1–2 business days after they have been successfully placed and confirmed.

Business days generally exclude Saturdays, Sundays, and public holidays.

Orders placed on weekends or public holidays will normally begin processing on the next business day.

4. How long does delivery take?

After your order has been dispatched, estimated delivery normally takes:

5–7 business days

Please note that this delivery estimate does not normally include the initial 1–2 business day processing period.

Therefore:

Order Processing: 1–2 business days
Estimated Delivery After Dispatch: 5–7 business days

Actual delivery times may occasionally vary depending on the destination, carrier, customs processing, public holidays, weather, or other transportation circumstances.

5. How much does shipping cost?

Applicable shipping costs will be displayed on our website or during checkout before you complete your purchase.

Where free shipping is available for your order and destination, the applicable shipping charge will be displayed as free or zero during checkout.

Please review the final order summary before confirming your purchase.

6. How can I track my order?

Where tracking is available, you will receive a tracking number or tracking link after your order has been dispatched.

Tracking information may take approximately 24–48 hours after dispatch to become active in the carrier's system.

If you have difficulty tracking your order, please contact:

support@yswpb.shop

Please include your order number.

7. Why has my tracking information not updated?

Tracking information may not update immediately after your order has been dispatched.

This can happen because:

• The carrier has not yet scanned the parcel;
• The parcel is moving between carrier facilities;
• Customs processing is taking place;
• There is a carrier system delay; or
• Tracking information has not yet synchronized.

If there has been no meaningful tracking update for an extended period, please contact us.

8. What should I do if my order is delayed?

First, check your available tracking information for the latest delivery status.

If the estimated delivery period has passed and there has been no meaningful update, contact us:

Email: support@yswpb.shop
Telephone: +64 21 849 5981

Please provide your order number and tracking information.

We will review the available information and assist you where appropriate.

9. What should I do if my parcel appears to be lost?

If you believe your parcel may be lost, please first:

• Check the tracking information;
• Confirm that the delivery address is correct;
• Check with household members;
• Check reception or designated delivery areas;
• Review any delivery notice; and
• Contact the local carrier where appropriate.

If you still cannot locate the parcel, contact us with your order number.

If a shipment is confirmed as lost, we will provide an appropriate solution in accordance with our policies and applicable consumer law.

10. Can I change my delivery address?

If your order has not yet been dispatched, please contact us as soon as possible.

We will make reasonable efforts to update the address.

Once an order has been dispatched, we cannot guarantee that the shipping address can be changed.

Customers are responsible for checking their delivery information before submitting an order.

11. What happens if I provide an incorrect address?

An incorrect or incomplete address may cause:

• Delivery delays;
• Failed delivery;
• The parcel to be held by the carrier; or
• The parcel to be returned.

Please contact us as soon as possible if you discover an address error.

Additional reasonable delivery costs resulting directly from incorrect information supplied by the customer may be the customer's responsibility where permitted by applicable law.

12. What payment methods do you accept?

Available payment methods are displayed during checkout.

Payment options may vary depending on the customer location, currency, order value, and payment service provider.

If a payment method is not displayed during checkout, it is not currently available for that transaction.

Please review the available options before confirming your order.

13. Is my payment information secure?

Payments may be processed through Shopify or independent payment service providers using appropriate security measures.

Depending on the provider, security measures may include encrypted transmission, transaction authentication, and fraud monitoring.

We will never ask you to send your online banking password, payment password, or other confidential login credentials to us by email.

14. Why was my payment declined?

Payments may be declined because of:

• Incorrect payment information;
• Insufficient funds;
• Expired payment credentials;
• Bank restrictions;
• Transaction limits;
• Security checks;
• Fraud-prevention checks; or
• Technical problems.

If your payment is declined, please check the information entered or contact your bank/payment provider.

15. Can I cancel my order?

If you wish to cancel an order, please contact us as soon as possible:

Email: support@yswpb.shop
Telephone: +64 21 849 5981

If your order has not yet entered fulfilment or been dispatched, we will make reasonable efforts to assist.

Once an order has been processed or shipped, ordinary cancellation may no longer be possible and you may need to follow our return procedure.

Any mandatory consumer rights remain unaffected.

16. Can I change my order after placing it?

Please contact us as soon as possible if you need to change:

• A product;
• Product quantity;
• Delivery information; or
• Other order details.

We will try to assist where possible.

However, once an order has entered processing or has been dispatched, changes cannot be guaranteed.

17. What is your return period?

We offer a 30-day voluntary return period.

A return request should generally be made within 30 days after you receive your order.

To qualify under our voluntary return policy, products should generally be:

• In the same condition as received;
• Unused or unworn;
• Undamaged;
• Complete with accessories and manuals;
• With original tags where applicable; and
• In the original packaging where reasonably possible.

Proof of purchase may also be required.

Mandatory consumer rights remain unaffected.

18. How do I request a return?

Before sending a product back, please contact us:

Email: support@yswpb.shop
Telephone: +64 21 849 5981

Please provide:

• Your full name;
• Order number;
• Email address used for the order;
• Product you wish to return;
• Reason for return; and
• Photographs or videos where relevant.

Please do not return a product before receiving the applicable return instructions.

19. Where should I send my return?

Unless we provide another authorized return address in your return instructions, approved returns should be sent to:

PINK ROLLS-ROYCE LIMITED
Level 2, 24 Johnston Street
Wellington Central
Wellington 6011
New Zealand

Please contact us before sending your return.

20. Who pays for return shipping?

For ordinary change-of-mind returns under our voluntary return policy, the customer will generally be responsible for return shipping costs unless we state otherwise.

If the return is required because the product is confirmed to be defective, damaged, incorrect, or because of an error attributable to us, reasonable return costs will be handled by us where required under applicable law and our Return and Refund Policy.

21. What if my product arrives damaged or defective?

Please contact us promptly.

Where reasonably possible, provide:

• Your order number;
• Description of the problem;
• Photographs of the product;
• Photographs of the packaging;
• Photograph of the shipping label; and
• A video showing the problem where relevant.

Depending on the circumstances and applicable law, an appropriate remedy may include repair, replacement, refund, price reduction, or another appropriate solution.

22. What if I receive the wrong product?

Please contact us promptly at:

support@yswpb.shop

Please provide your order number and clear photographs of:

• The product received;
• Product packaging; and
• Shipping label.

After reviewing the issue, we will provide appropriate instructions and a solution.

23. What if an item or accessory is missing?

If your order arrives with a missing product, accessory, or component, please contact us.

Please provide:

• Your order number;
• Details of the missing item;
• Photographs of the products received;
• Photographs of the packaging; and
• Photograph of the shipping label.

We will review the issue and provide an appropriate solution.

24. Can I exchange a product?

Where an exchange is available, please contact us before returning the product.

Exchange availability may depend on:

• Product condition;
• Stock availability;
• Product variation; and
• Circumstances of the return.

Where a direct exchange is not available, you may need to return the eligible product according to our Return and Refund Policy and place a new order.

25. How long does a refund take?

Once an eligible return has been received, inspected, and approved, the refund is normally processed within 10 business days after approval.

Refunds will generally be returned to the original payment method where technically and legally possible.

Your bank or payment provider may require additional time to post the refund to your account.

If more than 15 business days have passed since your refund was approved and you have not received it, please contact:

support@yswpb.shop

26. Are all products returnable?

Certain products may not qualify for voluntary returns where applicable, including products that:

• Are personalized or custom-made;
• Are perishable;
• Present hygiene or health concerns after being opened or used;
• Have been materially damaged after delivery;
• Are missing essential components because of customer handling; or
• Are otherwise excluded under applicable law.

This does not affect mandatory rights relating to defective, damaged, incorrect, or non-conforming goods.

Please contact us if you are unsure whether your product is eligible for return.

27. Do you ship internationally?

Available shipping destinations are determined by the options made available through our online store and checkout.

Shipping availability may depend on:

• Destination country;
• Postal code;
• Product;
• Carrier availability;
• Customs requirements; and
• Applicable shipping restrictions.

If your destination is available during checkout, you may proceed using the delivery options displayed.

28. Will I have to pay customs duties or import taxes?

Orders shipped across national borders may be subject to customs duties, import taxes, customs clearance charges, or other government-imposed fees.

Where such charges are collected during checkout, they will be reflected in your order total where reasonably possible.

Where they are independently imposed by the destination authorities and are not collected at checkout, they may be payable separately by the customer subject to applicable law.

29. Can my order arrive in multiple packages?

Yes.

If your order contains multiple products, it may occasionally be divided into separate shipments.

Different parcels may:

• Have separate tracking numbers;
• Be shipped by different carriers; and
• Arrive on different dates.

Please check all available tracking information before reporting an item as missing.

30. What should I do if I have not received an order confirmation?

Please first check:

• Your email inbox;
• Spam or junk folder; and
• Whether the email address entered during checkout was correct.

If you still cannot locate your order confirmation, please contact us and provide your name and relevant order information.

31. How is my personal information handled?

We collect and process personal information as described in our Privacy Policy.

Information may be used where appropriate to:

• Process orders;
• Confirm payments;
• Arrange delivery;
• Provide customer support;
• Process returns and refunds;
• Prevent fraud; and
• Maintain the security of our Services.

Please review our Privacy Policy for complete information.

32. Are my consumer rights affected by your store policies?

No provision of our voluntary store policies is intended to exclude, restrict, or modify mandatory consumer rights that cannot lawfully be excluded, restricted, or modified.

Where applicable mandatory consumer law provides additional rights or remedies, those rights remain available.

33. Where can I find your store policies?

Our relevant policies are available through our online store and may include:

• Return and Refund Policy;
• Privacy Policy;
• Terms of Service;
• Shipping and Delivery Policy;
• Contact Information;
• Legal Notice; and
• Payment Policy.

Customers should review the applicable policies before completing a purchase.

34. How can I make a complaint?

If you have a complaint about an order, product, delivery, payment, return, refund, or another aspect of our Services, please contact us:

Email: support@yswpb.shop
Telephone: +64 21 849 5981

Please provide your order number and a clear description of the issue.

We will review the information provided and make reasonable efforts to resolve the matter.

35. What are your company details?

Our company details are:

PINK ROLLS-ROYCE LIMITED

Company Number: 8126722
NZBN: 9429048657563

Registered Address:
Level 2, 24 Johnston Street
Wellington Central
Wellington 6011
New Zealand

Customer Support Email: support@yswpb.shop
Customer Support Telephone: +64 21 849 5981