Contact us
We are here to help. If your question is about a delivery and you have a tracking number, track your parcel first, and the shipping page answers most of the rest.
theteam@fluffee.co.nz. Our support team works seven days a week and most emails are answered within one business day. Quote your order number and it will be quicker.
Phone
International call centre: +66 98 391 3877.
Post
New Zealand administration: 8 Commerce Street, Auckland CBD, Auckland 1010, New Zealand.
This is an administration office rather than a shop, and it is not a returns address. If you need to return something, start the return and we will tell you where to send it.
Who you are dealing with
The Fluffee Company New Zealand, a division of BuyFactory Direct Pty Ltd, a wholly owned subsidiary of Caruso Consulting Co Ltd.
Common questions
I HAVEN'T RECEIVED MY ORDER YET! IS IT LOST?
If you have any concerns with your order, please contact our support team by email and they will be glad to assist you. Most emails are answered within 1 business day. Support Team: theteam@fluffee.co.nz
HOW DO I KNOW IF MY ORDER HAS BEEN SHIPPED?
Once your order is shipped, it will be marked as complete in our database and you will receive a confirmation email with a tracking number.
DO YOU HAVE A SHOP LOCATION?
We are a “online supplier”, with no physical shop or premises. In this way, we are able to pass our considerable savings directly to you.
DO I GET A RECEIPT FOR MY ORDER?
You will be sent a receipt for your order by email after payment is made. You will also receive a confirmation email with a tracking number once your item has been shipped.
WHAT ARE YOUR DELIVERY OPTIONS AND HOW LONG WILL IT TAKE?
New Zealand: free standard delivery, 5 to 7 days after a 24 to 48 hour handling time. Express shipping is $25 if you want it sooner. We deliver within New Zealand only. You get a tracking number by email as soon as your order ships.
WHAT CURRENCY ARE THE PRICES DISPLAYED IN?
All of our prices are displayed in $NZD - New Zealand Dollars
WHICH PAYMENT METHODS ARE ACCEPTED?
We accept Visa, Mastercard and American Express through our secure card checkout, and PayPal. Card details are entered on the payment provider's own page and never reach this website.