FAQS

Q. What is the best way to purchase your product?
A. Please feel free to order safely & securely through our online website or you can contact us to  arrange an appointment to come and view our range on the North Shore in Auckland, NZ.

Q. Are all your products NZ made?
A. Yes we make the majority of our headwear in NZ however we do source other brands; RIPCURL,BUFF and a range of imported styles.

Q. Are your products only for those experiencing hair loss?
A. Our range is specifically designed for hair loss but can also be worn by anyone with hair.
Some of our customers have continued to use our headwear long after their hair has grown back  & others have purchased them when they have never suffered from hair loss.

Q. Do you give anything back as charity?
A. Yes we donate $1 from each sale to the NZ Cancer Society.

Q. Are you able to make a product in a particular colour by special request?
A. We are happy to try our best to match your sample but cannot always guarantee to be able to s source your exact colour in the right fabric choice for the garment.

Q. Can I get a sample of the fabric to check colour, fabric type in order to match a specific outfit?
A. Yes we can post a small sample of our fabric to you if required.

Q. Can I pay by Direct Credit (online banking)?
A. YES - simply contact us to place your order (let us know which products you wish to order and your contact and delivery details) and deposit the total amount into our account: 12-3059 0625551-00

Q. Can I pay by cheque?
A. YES - simply address & send cheque to Accounts Dept, Head High, 15 Rothesay Bay Road, Rothesay Bay, Auckland 0630 along with details of the products you wish to order and your contact and delivery details

Q. Can I pay using my Ministry of Health Wig and Hairpiece allowance?
A. YES - we can claim on your behalf so please phone or email us so we can send you the MoH claim form to sign and return to us along with your medical certificate

Q. What is the postage cost?
A. We offer all our customers in NZ standard mail postage of $4 via NZ Post in and around NZ. Special overseas postage rates NZD $12 to anywhere in the world.
If you require immediate delivery by courier or fast post, we are more than happy to arrange this  for you; however it would be at your expense. 

Q. Are we able to pick up the product from you?
A. Yes – by prior arrangement. Please contact us for more information.
 
Q. How long will it take to receive my order?
A. All orders will be dispatched either same day or the following day by standard post.
Delivery excluded weekends and public holidays. 
We endeavor to carry advertised stock on hand, however if there are stock shortages we will  contact you to advise & discuss if you want us to proceed with your order.

Q. Are you Ministry of Health Approved?
A. Yes we are an approved MOH provider of headwear so we can provide you with an invoice for  you to forward on to the Ministry of Health for your entitlement, or contact us before your purchase and we can claim on your behalf.
Please provide us with your full  name and address so we can complete full invoice and send with your garment at time of dispatch.

Q. Do you sell 2nd hand items? 
A. Sorry but no we don’t. 
 
Q. What is your refunds policy? 
A. It is not our policy to issue refunds, although customer refunds will be dealt with on a case by case basis. If you would like us to consider a refund, please contact us at info@headhigh.co.nz or phone us on 09 478 4456.  

Q. What is your returns policy?
A. If you have concerns regarding our product,  please contact us to discuss so we can help you resolve the issue promptly and see our return policy below.   You must advise us of your need for a return in writing within 7 days of your  order being dispatched. We are happy to exchange products for different sizes so long as you  deliver the original product back to us at your expense in new condition within 14 days from  original purchase date. The garment must meet the following criteria: 

• Labels attached to the item by original 
• The item must not have been worn or used, soiled, damaged or named.
• If there is a manufactures fault with the item, all of your rights under the Consumer Guarantees Act apply.

When returning items please follow our returns process as outlined below;

• Head High must receive notification from you of your intention to return the goods within 7 days of your order being dispatched.
• Notification must be sent by email to: info@headhigh.co.nz.  We will then notify you of the address where to send packaged goods back to.
• Please ensure you include the purchasers Surname and Order ID # and a note specifying the replacement size or item required.
• A confirmation email will be sent to you once we receive the returned items.
• If the product is still in new/saleable condition we will send replacement goods as requested. All replacement items are subject to availability and wherever possible we will try to fulfill customer requests, although we cannot guarantee stock availability.
•  Replacement items will be sent back to the customer via standard post. If subsequent exchanges are required, these will be at the customers cost.
• If replacement goods are not received within 3 weeks of confirmation email, it is the customer's responsibility to contact and follow up.
• If you prefer to come direct to us to exchange items, please contact us and we will make arrangements but please just bring your receipt/proof of purchase with you.

Q. Pricing
A. All prices are in NZ dollars and include GST & standard postage anywhere in NZ.

Q. Security
A. For your security we use secure Paypal.

Q. Privacy 
A. We ensure your privacy and will not disclose your personal details other than for  invoicing, or contact by ourselves, or to confirm with the Ministry of Health regarding an allowance request.