Customer Help (FAQ)

Orders and Shipping

How long does it take for me to receive my order?

Orders are typically processed within 1-2 business days.
Transit time is typically between 5-7 business days.
Therefore, it will typically take an estimated total of 6-9 business days to receive your order.

How do I create an account?

Click on the 'My Account' icon at the top right corner of our website and follow the registration prompts.

How do I change my shipping address?

To change your default shipping address for future orders, log in to 'Account Settings.' If you need to change the address on an order you just placed, please email us immediately at info@tradeloka.com before it ships.

How do I track the status of my order?

Once your order is shipped, you'll receive a tracking number via email. You can also track your order in the 'Order History' section of your account.

Will you keep my credit card information on file?

We prioritize your security first and do not store credit card information without your consent. All payments are processed securely through Shopify. You may choose to save your payment details for future purchases during checkout.

Do you ship internationally?

Currently, we ship only within the Continental United States. We cannot ship to P.O. boxes, Alaska, Hawaii, military bases, or diplomatic locations.

Will my items come in one package?

Depending on product availability and warehouse locations, items in your order may arrive in separate packages.

Returns and Exchanges

What is your returns policy?

We offer a 30-day return policy from the date of delivery.

  • For a change of mind: You can return new, unused items. You will be responsible for the return shipping cost to our facility in New Zealand.
  • For defective, damaged, or wrong items: Please do not return these items. Contact us with photos, and we will issue a full refund or free replacement immediately.

For complete details, please read our full Refund & Returns Policy.

I received the wrong item.

We apologize for the inconvenience. Please contact our support team at info@tradeloka.com within 30 days of delivery with your order details and a photo of the item you received. We will resolve the issue promptly by sending the correct item or issuing a refund.

My order arrived damaged.

We're sorry to hear that. Please reach out to us at info@tradeloka.com within 30 days of delivery with photos of the damaged item and your order number. Please do not return damaged items. Once verified, we will issue a refund or send a replacement immediately.

Do you accept exchanges?

No, we do not accept direct exchanges. If you need a different item, size, or color, please return your original purchase (subject to our Change of Mind policy) for a refund and place a new order for the desired item.

Where should I mail my authorized return?

After your return is approved by our team, we will email you the specific mailing address (located in Auckland, New Zealand) along with your RMA number. Please do not send returns to any address found online or on the package label; use only the address we provide in your authorization email.

Contact & Support

How do I receive customer support?

You can contact us via email at info@tradeloka.com.
Our support hours are: Mon to Fri - 9am to 5pm NZST.

What do I do if I entered an incorrect shipping address?

If your order hasn't been processed yet, please contact us immediately to update your shipping information.

Can I change or cancel an order after I've submitted it?

We process orders quickly, but if you contact us promptly after placing your order, we may be able to accommodate changes or cancellations before the order is dispatched.

Can I pre-order an item that is sold out?

Currently, we do not offer pre-orders for out-of-stock items.

Head Office

For more questions and help please contact our customer service via email at info@tradeloka.com.

Trade Loka Head Office:
6 Nikau rd
Otahuhu, Auckland, 1062
New Zealand