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Merchandise Customer Information

Frequently Asked Questions

Toyota has a customer service team dedicated to helping you. Check out the Frequently Asked Questions section below or contact us directly.

Orders & Payment

Where can I find my tax invoice?
Your tax invoice will be sent to the email address you entered upon purchase of the product.

 

I have just placed an order and selected the wrong quantity/size/colour – can I change my order?
Once the order is placed, we are unable to make changes to the items in the order. Please contact our Customer Service Team on 0800 TOYOTA (0800 869 682) and they can cancel the item(s) for a refund. Please note that a new order will need to be placed with the correct quantity/size and/or colour.

If the order has already been sent, you will need to follow the returns process.

 

Can I cancel or refund my order?
Yes, you may cancel your order or part of your order any time prior to it being collected by the courier, please contact our Customer Service Team on 0800 TOYOTA (0800 869 682) to do so. If you have cancelled your order prior to courier collection your order is eligible for a full refund.

However, once it has left us with the courier it will need to be treated as a return – please visit our 'Returns' section for further details.

 

My order arrived damaged or broken what happens now?
As you can understand, sometimes things do not go to plan. The good news is we will be able to assist you in replacing these items. Please take a couple of photos of the items and get in contact with our Customer Service Team on 0800 TOYOTA (0800 869 682) so we can assist you.

We thank you for your patience and understanding.

 

What does ‘AUTHENTICATION FAILED’ or ‘TRANSACTION NOT COMPLETED’ mean after trying to make payment?
3D Secure has been unable to authenticate your transaction. This can happen due to a number of reasons, most of which sit with individual banks. Please contact your bank, who administrates 3D Secure to discuss the reason behind this.

 

What payment methods do you currently offer?
We offer card payment via Mastercard and Visa only. We will be looking to add more payment methods shortly.

 

Do you accept Afterpay, Laybuy and Humm?
Unfortunately, at this stage we only offer credit card payment via Mastercard and Visa. We will be looking to add more payment methods shortly.

 

I had items in my cart and now they have disappeared, why is that?
If an item sells out while it is in your cart, then the item will be removed. This very rarely happens but can occur during busy sale periods or on clearance product.

 

Was the order that I sent through yesterday received?
Once your order is processed, you will receive an email confirmation of your order. If you have not yet received this, Please contact our Customer Service Team on 0800 TOYOTA (0800 869 682) and we will check this for you.

Delivery

Do you deliver outside of New Zealand?
Currently you are unable to place orders for items/product outside of New Zealand.

 

How long will it take for my order to arrive?
Standard New Zealand wide delivery of items is within 7 business days (including rural deliveries).

 

What are the delivery charges and shipping exclusions?
Standard nationwide delivery within New Zealand for orders costs $5.

We are currently unable to ship to Waiheke, Great Barrier, Chatham, and Stewart Islands.

 

Do you have a Priority or express Shipping option available?
Unfortunately, we are unable to offer a priority or express shipping option.

 

I've been sent the wrong item what do I do?
We are sorry about that, Please contact our Customer Service Team on 0800 TOYOTA (0800 869 682) and we will be able to support you.

 

The tracking number says my order has been delivered but I haven’t received it?
Please contact our Customer Service Team on 0800 TOYOTA (0800 869 682) and we will be able to support you.

Returns & Refunds

How do I return my order?
To return your item download the Returns Form, fill it out and return with the item to Toyota New Zealand within 30 days of order confirmation email and we will process your refund. Please note all items must be returned via courier to Toyota New Zealand and not a local store.

 

Do you offer exchanges?
Unfortunately, at this time we do not offer exchanges, please follow the returns process, we will process your refund once the returned package has been received to our warehouse and you can re-order your new item.

 

Is postage for returns free?
Unfortunately, we are unable to offer free postage for returns, unless the goods are damaged in transit or the incorrect item is sent. Contact our Customer Service Team on 0800 TOYOTA (0800 869 682) so we can assist you.

 

Can I return an item to my local store?
Unfortunately, at this time we cannot accept returns to your local store, please follow the returns process.

 

How long until I get a refund?
For online purchases, please allow for 7 working days for your refund to appear in your account from the date the return arrived back to us. Please note, your refund will be made to the original payment method.

 

What condition does my return need to be in for it to be accepted?
We can only accept returns that are in original, unused condition and complete with original packaging and packing slip.

If an item is faulty, it may be sent to the supplier for assessment before a refund is offered.

We are unable to accept returns on products sealed for hygiene reasons (e.g.  jewellery, watches, drink bottles, swimwear, hair accessories, earphones, beauty and grooming products) can only be returned under change of mind returns policy if the seal is intact excluding underwear and earrings (which cannot be returned, unless deemed faulty, or if you otherwise have a remedy under New Zealand consumer law).