New Customer Guide
Welcome to Silverfernz.com!
For over 10 years, we here at Silverfernz have tried to build the sort of site that we'd like to shop at. We love every one of our products and we have added them because we hope you will love them aswell.
We want you to buy New Zealand products, of course, but we also want you to have a great experience doing it. We work hard on our product descriptions, telling you everything you need to know to make an informed purchase. Silverfernz is run from a small office in Nelson, New Zealand. We're love New Zealand and everything kiwi. We like to think of our customers as our friends, and we really want to do everything to make you happy - whether that is working to make the site easier, making sure our site is safe and secure, or just making sure you are satisfied with your purchase.
HOW TO ORDER
How do I order online?
Browse our site and click the Add to Cart button found on every product page. You can continue to add items to your basket until your order is complete. Click on the shopping cart icon to return to your shopping cart from any page on the site. Click the CHECKOUT button and enter your shipping and billing address. Click the Continue button to choose your Shipping and Payment Methods. Review your order, then click the Place Order button to complete the order.
How do I order by phone?
Just call us on the numbers below and one of our friendly staff will be happy to help.
+64 3 5390090 (from outside New Zealand)
03 5390090 (within New Zealand)
Can I make changes to my order?
If your order is still in the Pending or Processing status, we are able to make some changes to your order. Please call us at +64 3 5390090 or email us at firstname.lastname@example.org as soon as possible to make changes to your order. If it is outside of our business hours, and your order is not in the Complete status please email us at email@example.com with the changes you wish to make and we will attend to your order as soon as we open. We will confirm all changes with you before completing your order.
Please note that our order fulfilment and shipping systems are designed to get orders on their way quickly and efficiently. Therefore, once the order has changed to the complete status, our customer service staff will not be able to make any changes to it as your order has already been shipped.
What's your cancellation policy?
You have the ability to cancel your order, as long as it hasn't been shipped. To cancel your order, call us at +64 3 5390090 or email us at firstname.lastname@example.org. Once your order has been cancelled we will refund you the total order amount to your original payment method.
Please note that our order fulfilment and shipping systems are designed to get orders on their way quickly and efficiently. Therefore, once the order has been shipped our customer service staff will be not able to cancel it. If your order status says "Complete", it can no longer be cancelled. We are not responsible for orders that cannot be cancelled after an order has been submitted. Once an order is cancelled, it can not be recovered.
How do I search by product name?
Enter the product name in the search box and click the search button (the magnifing glass icon). If you don't find the product you were searching for, try repeating your search with or without spaces between the words or with a different spelling. You may also find the product using a common description or keyword.
How do I search by keywords?
Enter the specific word or words that best describe what you are looking for. For instance, to find a Merino Clothing, type "Merino" in the entry box and click on the Search button (the magnifing glass icon).
The more specific the search words you use, the better. Think about what unique words might appear on the pages you're interested in. Also, try to use more than one search word whenever you can. Generally, the more search words you use, the more directed the search, and the better the results.
Why do I need to register an account to buy stuff?
Your Silverfernz account will provide you with additional features and conveniences, versus not having an account. The account will allow you to store multiple Billing and Shipping addresses, and you'll only need to enter this information once. The account will also store order history, showing previous orders you have placed using your Silverfernz account, as well as order status, so you can check to see if your order has been shipped. Also, shopping carts that you have started but not completed are stored with your account, so you can retrieve them later.
What can I use as a password for my account?
You can use almost anything for a password. For security reasons, our software requires your password to be at least 5 characters long. Other than that, there are almost no restrictions. You can use letters, numbers, punctuation and so on. You can include white-space (i.e. space between words) if you like. The length of your password is unlimited. However, passwords are case-sensitive, which means "word" and "Word" are not treated the same. We recommend, for better security, that you use a mixture of letters and numbers and use varied capitalisation.
What if I forget my account password, or need to change it?
If your memory fails you, or you forget and accidentally leave it somewhere, you can reset your password (via email) by visiting the the password page. Please keep in mind that no one, including employees of Silverfernz, can tell what your password is. Our software stores passwords using an advanced one-way encryption algorithm. This means that once your password has been created (or changed), it is stored in a format that can not be decrypted. Therefore, if you ever forget your password, it will have to be changed.
How do I sign up for the Silverfernz Email Newsletter?
Find out about new stuff at Silverfernz? How about special promotions, discount codes and other goodies exclusively for folks who get our newsletter? Well then, you need to sign up to receive the Silverfernz Email Newsletter!
About once week, we write an entertaining email for you detailing new and exciting products, interesting tidbits of Silverfernz-related info, and special promotions. Silverfernz is dedicated to privacy; we will never ever release your email address to third parties.
PRIVACY & SECURITY
We take your privacy very seriously. We will never rent or sell your information to any third parties, we only use the information we collect from you to convey your order information, or to send you catalogues and emails at your request.