Online Orders & Purcheses

Information on how to get those items you want
  1. Do you send internationaly, what currency is this sold in?
    At the moment, we are only able to sell our products within New Zealand. If you are interested in purchasing our hats and you are located outside of New Zealand, kindly send us an email at info@pikkuilo.com and we will do our best to assist you. Please note that all products sold on Pikku Ilo are priced in New Zealand dollars.
  2. Do all prices include GST?
    All products available for purchase on Pikku Ilo's website include GST (15%) in the price displayed. You can shop with confidence knowing that there are no hidden costs or fees at the checkout.
  3. I am having trouble placing my order?
    If you are experiencing any issues placing an order, please do not hesitate to reach out to us at info@pikkuilo.com. Our team will be more than happy to assist you in any way we can.
  4. How do I know my order went through?
    Once you have submitted your order online, you will recive and email confirming your order and payment. Please keep this for your records. You will then receive another email notifying you of your tracking number from pikkuilo.com and also Go Sweet Spot once your order has been dispatched. 
    If for some reason we have any issues with your order or do not have the item in stock, we will contact you with a solution and/or expected time of shipment.

  5. I have not received my order confirmation email?
    Please contact us at info@pikkuilo.com so we can follow up your order. This could be due to an error on our side or possibly incorrect email being put in during order. We will try help you as soon as possible.
  6. How can I find my order number?
    Order number will be sent to you in your order confirmation email. Please contact us at info@pikkuilo.com if you are missing this information.
  7. Can I cancel my order?
    Orders once purchased can be canceled aslong as this is before items have been dispatched. If the order has been dispatched we will only be able to exchange the item or give you online credit. This will only be done once the item has been returned to pikkuilo.com. We will endvour to help you where we can with orders.
  8. Can I add/swap/remove items from my order?
    Orders once purchased can be canceled aslong as this is before items have been dispatched. If the order has been dispatched we will only be able to exchange the item or give you online credit. This will only be done once the item has been returned to pikkuilo.com. We will endvour to help you where we can with orders.
  9. Product not in stock anymore what happens to my order?
    Availability information on pikku ilo will be updated as we manufacture. The website should be displaying the most up-to-date information, but errors do occur and this information does not guarantee or promise of availability.

    If a product is not in stock when you place your order we will do our best to let you know as soon as possible. We will contact you with regards to the availiblity product and when we will be able to supply it. If we can not we will offer another option to refund/change your order.

  10. Price is different to what I paid for? What will happen to my order?
    If you have ordered a product that has had a price increase we will hold your order until we can make contact with you regarding this. If we are unable to contact you within two weeks of the order we will refund your order and treat the order as cancelled.
  11. Price changes and availiblity of your products?
    Prices, promotions and product availability are subject to change without notice. We will do our best to make sure we have the most accurate, up-to-date information but errors may occur and we reserve the right to make changes without notice due to this.

Products & Returns

What if something goes wrong
  1. Do I need to pay for my return?
    If you are wanting to echange the item and there is no fault of ours there would be a courier fee only. If this is due to our fault or warrenty then we will cover the courier charges. Please email us at info@pukkuilo.com.
  2. I have received a faulty or damaged item, how can I return this?
    Sorry to hear about this, please send us an email with your concerns and photos to info@pikkuilo.com. Once we have recived the email we can communicate with you regarding what options we can do.
  3. How do I exchange an item?
    Items can be exchanged if the reason is valid. We will try work with you regarding this. Please email us at info@pikkuilo.com and we will outline the process.
  4. Do I need to pay for my exchange?
    Depending on the reason for the exchange you may have to pay for the item to be returned to us via courier or additional charge to cover the difference in price of the new item. Please email us at info@pikkuilo.com and we will outline the process.
  5. What if the item I want to exchange for is sold out?
    We will communicate with options if this is the reason. If we can not process the exchange and have no other options we can offer online credit or refund. Please email us at info@pikkuilo.com and we will outline the process.
  6. What if I exchange for a higher value item?
    We will communicate with options if this is the reason. If we can not process the exchange and have no other options we can offer online credit or refund. Please email us at info@pikkuilo.com and we will outline the process.
  7. What if I exchange for a cheaper item?
    If the item is cheaper we will offer you online credit to use on your next purchase or refund the remaining amouint back to the card you paid with. Please email us at info@pikkuilo.com and we will outline the process.
  8. I've lost my invoice, where can I get a new one?
    We have this all on our online website so if you need assistance please contact us on info@pikkuilo.com.

Shipping & Delivery

Information about getting your items to you
  1. What courier company do you use?
    We use NZ Courier or Post Haste to give you the cheapest and quickest options. This may change as the buisness grows.
  2. When will my order be sent?
    We will try our best to dispatch all orders within 24/48 hours from receipt of payment. All items are made to order after payment received. Orders will only be dispatched Monday to Friday due to courier pickups. If we have any issues with you order please check your emails for communication from us.
  3. Can I change my address?
    Address can be changed but you would need to do this before we send the item. If this is due to courier issues you can do it once you have recieved the tracking number through NZ Courier's website. If you need assistance please email us at info@pikkuilo.com.
  4. How long does delivery take?
    All orders are put through as overnight delivery via NZ Courier. Options for South Island & Rural areas may add an additional day or two.

    Estimated Time:
    Auckland Local Delivery                $6.00        1-2 business days         
    North Island Delivery                      $6.00        1-2 business days
    North Island Rural Delivery           $6.00        2-3 business days
    South Island Delivery                     $6.00        1-2 business days
    South Island Rural Delivery          $6.00         2-3 business days

    Please note:
    Delivery times are estimates only and cannot be guaranteed based on possible postage issues or other unforeseen circumstances (e.g. floods, bushfires, train derailments etc.).
    Delivery is available only on business days and excludes weekends and public holidays.
    Delivery times may take longer during peak sale or promotional events.
  5. Can I pickup the item from your store?
    We are an online buisness working from home so we do not offer pickup options. If we can assist you in other ways please email us at info@pikkuilo.com.
  6. Do I need to be home for delivery?
    All items dispatched have a track and trace on the items. All items will also have a signature required so if you would like the item to be left you need to inform us to we can remove signature not required for courier. Please also realise during COVID levels this may be overrided due to contactless deliveries.

    If you would like the item to be left without signature during the cart please add information for us to pass onto the courier. If you need assistance please email us at info@pikkuilo.com
  7. Where is my order?
    Orders will only be dispatched Monday to Friday from Auckland to your door. If you have not recieved an email with regards to your tracking number we may have had issues with your email and could be trying to contact you. Please check spam folder for our emails. Orders can be tracked with courier company. Once courier company had picked up the items we have not control with time frames and delivery. If you have any other concerns please email us at info@pikkuilo.com.
  8. I haven't received an email with my tracking information?
    If you have not recived and email from pikkuilo.com or Go Sweet Spot with your traking number please contact us at info@pikkuilo.com.
  9. My order says it has been delivered, but I have not received it?
    If you have not recived your item and the traking number says it has been deliverd please contact us at info@pikkuilo.com.
  10. I have received the wrong item, what can I do?
    If have recieved the wrong product that you have ordered or order may have been mixed up and accidently sent to you please contact us at info@pikkuilo.com and we will look your order. Picking slip should be in the order please check this has your details on it and also the quantities.
  11. What if the delivery date has passed and I still don't have my order?
    If you have not recived your item and the estimated date has lapsed please give it around 5 working days before contacting us incase delays in courier. If you still have no luck please contact us at info@pikkuilo.com and we will look into it for you.

Contact Us

Basic information
  1. What is your email address?
    All enquires will go to info@pikkuilo.com
  2. Where are you located?
    Due to being a home buisness we don't want to put our personal address online if we do not need to. If you would like this information please email us info@pikkuilo.com. We are situated in the area of Bayview, North Shore, Auckland, New Zealand.