Customer Care

 

MyHappyPoints help

What is MyHappyPoints? It's our way of showing our appreciation to those who support our small independent emporium. 

I don't think I created a MyHappyPoints account the first time I bought something from you, can I still get points? Yes of course. Contact us using the email address you used to make your original purchase so we can resend an account activation email and allow you to claim your existing points.

How do I earn points? Creating a store account, shopping with us and coming back regularly to visit. Checkout the 'Earn Points' tab on your Happy Points panel to discover more ways.

How do I view my point balance? Your points balance is displayed on every page in the bottom bar (make sure you're logged in).

How do I redeem my points? Select the tab called Redeem Points. Here you’ll see all the rewards we offer. If you have enough points, you can redeem them for a reward whoop!

Is there a limit to the number of points I can earn? No! However if we suspect you are abusing our loyalty programme i.e you haven't made a single purchase through our store in the last 12 months or we've noticed dishonest ordering behaviour then we reserve the right to block your account.

What happens to my HappyPoints when your store closes? Sadly when the Happy Emporium disappears so does our loyalty programme. No, Happy points cannot be exchanged for cash but nice try!

What do the 'approved', 'pending' and 'cancelled' statuses mean? Approved: These points can be redeemed on rewards immediately Pending: These points are need to be verified before you can redeem them. This typically applies to purchases and referrals. It prevents customers from using their points to collect a reward then returning the item later. If you're certain you want to keep your new item, feel free to request an early approval of your points! Cancelled: These points will not be added to your account. For example, this will happen if you cancel a purchase (the points will change from pending to cancelled).

What happens if a friend I refer cancels or returns their order? Your pending points will become cancelled and will be removed from your account. Why did my account balance go down? You, or someone you referred, cancelled or returned a purchase (bummer).

I completed an activity but didn't earn points! It can sometimes take a few minutes for us to process your activity and provide your points.

Can I use my points during checkout? Not directly - please redeem your points for a voucher which can then be applied during checkout.

How do I leave the program? If you no longer wish to earn points, please contact us and ask to be unenrolled. We'll unenroll you and you will lose any points you have accrued.

What happens if I leave and decide to join again? Just contact us and we'll re-enroll you. However, your point total will begin from zero.

Where can I report a problem or give feedback? Please click the speech bubble icon at the top of your screen to launch live chat or visit our contact us page.

When will my goodies arrive?

That depends on where in the world you're ordering from. If you're in NZ, you can get your item/s the very next morning, provided you place your order before 4pm Mon-Fri and you live in a main metropolitan area. Please note: this target delivery time will be affected by public holidays so please get in touch if you're unsure. For all other countries we process orders immediately within business hours and aim to get your shopping to you within 3 days of placing your order regardless of where you are in the world via DHL's premium service. We will email you a confirmation once your order has been shipped, including a tracking link.

Do you price match?

The short answer is yes. We're a small emporium doing our very best to offer you products at a reasonable and competitive price (mostly determined by our suppliers) and we're committed to rewarding your loyalty but we understand that there are often attractive sales/price reductions in the market place that are just too good to refuse. If you find the same item somewhere else for a lower price we're normally happy to match it's price. To be considered, it must be identical to the one listed with us and currently in-stock on both sites. We still reserve the right not to alter our prices but please don't be afraid to talk to us about it via Live Chat or by contacting us so we can help sort your price match as quickly as possible.

Do you gift wrap?

Of course! We have our very own tissue paper and signature floral gift wrap plus a luscious selection of crossgrain ribbons. Each wrapped item comes with a matching exchange/gift note card. This can house a cute little hand written message for your beloved. There is no additional cost for gift wrapping, you simply need to request 'gift wrap' in your shopping cart order notes and we'll be in touch to request a message. Please note we also sell beautifully presented gift vouchers and electronic gift vouchers in a range of values.

What is your returns policy?

Sale Items, Promo Code Offers And Discounted Items: Sale items CANNOT be returned or exchanged. All sales of discounted items are final. No refunds will be provided on sale items or purchases made with a promo code, this includes HappyPoints reward discounts.

Full Priced Items: We will happily offer you the option to either exchange items that do not fit correctly and swap them for the right size if available, a credit note or a refund (through your original payment method).

  • All items must be returned unworn, unwashed, with tags attached & in original condition, suitable for re-sale. 
  • All items must be returned in a secure and waterproof courier bag. 
  • All returns must be received by The Happy Emporium within 14 days of delivery. 
  • We recommend using a tracked service as we cannot take responsibility for lost packages. Until your return is received by The Happy Emporium, it is your responsibility.
  • All items will be inspected upon return. In the unlikely event that an item is returned to us in an unsuitable condition, we may have to send it back to you.
  • We are unable to exchange/refund used, laundered or customer damaged goods. 
  • We are unable to exchange/refund briefs. 
  • We are unable to exchange/refund custom & special ordered items.
  • The cost of delivery for returns is not refundable. 
  • A further delivery charge will be required for sending out all exchanges.
How do refunds work?

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund and confirm the total amount. If you paid by debit or credit card, your refund will go to that card. If you paid via bank transfer, your refund will go into your nominated bank account and we shall be in touch to confirm those details. You can generally expect to see the refund credit applied to your credit card within 7-10 business days of the date we processed the refund. 

    If you’re still waiting, you may want to contact us so we can help.

    How do I return an item?

    If you want to return an item, please familiarise yourself with our returns policy above and let us know at care@thehappyemporium.com within 5 days of receiving your order, providing your reasons and/or exchange requirements. We will then issue you with a RAN (return authorisation number) and delivery instructions for your return and place a hold on any sizes you'd like to swap asap.

    Do you allow Laybys or Layaways?

    Layby is available if you’d like to purchase an item (excluding sale stock) and spread payments over a maximum of 4 weeks. A minimum of 20% of the total order is required as a deposit. Goods will only be shipped after the outstanding amount is paid in full. We reserve the right to return the goods to stock after the completion of the Layby date if it has not been paid in full or no contact has been made. Cancellation of a Layby at any stage will result in the forfeit of the 20% deposit amount. To create a layby sale choose the bank deposit option at checkout, pay your minimum 20% deposit and then email us at care@thehappyemporium.com to let us know you would like to layby your order and we can give you any other necessary info in order to get things started

    How do pre-orders work?

    Pre-orders are available for customers to pre-purchase items from coming seasons stock. You can avoid missing out and be one of the first to hit the streets in new season pieces. Orders are paid for and processed like a normal sale, however orders will not be shipped until they are received at our emporium. We endeavour to provide as accurate as possible delivery dates for all pre-orders and promise to keep you updated with any delivery delays or production changes. Customers will be notified once their order has arrived and has been dispatched. If in the unlikely event we do not receive the item you have ordered from the designer, we will offer you a full refund. If you cancel your pre-order before the expected delivery date you will only be offered a store credit. If your order does not arrive within the expected delivery date you can cancel it and we will offer you a full refund. The return and exchange policies for preordered goods are the same as our regular orders. Please see above for details.

    Are payments on your site secure?

    Yes. Your payment for any purchase made on this site is processed securely via Payment Express - a registered PCI DSS compliant service provider. PCI DSS (Payment Card Industry Data Security Standard) is a set of comprehensive requirements created by card issuers (like Visa and Mastercard) to ensure the security of credit card data online.