FAQ – Flying Out
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FREE NZ SHIPPING - STORE PICK UPS AVAILABLE

FAQ

Shipping Costs

New Zealand - domestic shipping is free

International shipping charges are calculated by weight and location. Simply add your items to your cart, click "Checkout", and choose your country to calculate your postage cost. 

All international orders require a contact phone number to be provided.

Shipping delivery times  
New Zealand - 2-3 working days
Australia - 6-10 working days
Rest of the World - 10-14 working days

PLEASE NOTE: Items that are being transferred to our store will have an additional delay that you will be informed about upon creating your order. If the delay is an issue / you need an item before a certain date please contact Hunter (our amazing customer guru) at orders@flyingout.co.nz.**

How do your pre-orders work?
You buy it in advance, which means you won't miss out. Then we ship it as soon as stock arrives, in most cases this is in time for the stated release date. If your pre-order includes other items, we thank you! And we ship those in advance domestically. All international customers will need to wait for the pre-order to arrive before the full order is shipped. Due to covid-19, pre-orders release dates have been fluid, and are subject to change. We appreciate your patience in the case that a release date is pushed back, if it is an issue you can contact us and we can discuss options. We do not refund pre-orders. 

PO Box deliveries within NZ
We can send to PO Boxes but this is at your own risk - couriers don’t deliver to PO Boxes and no tracking is provided. Delivery to PO Boxes also takes longer (up to 10 working days). We strongly recommend you have packages delivered to a work or home address. International PO Boxes are fine to use. 

Can I pick up my order in store?
Yes you can! Better for the environment and better for us to see you. Simply select Store Pick Up when you're entering the shipping information for your order. We'll have your order waiting for you at the counter at 80 Pitt Street, Auckland.

Has my order been Shipped?
Astrology, tea leaves, gut instinct are all valid ways in which we gain our knowledge. However you’re probably better off relying on the confirmation email you will receive upon placing your order and another when your order ship. You can contact Hunter, anytime, for an update, at orders@flyingout.co.nz.  

My order was shipped 2 weeks ago and it's still not arrived. What the *###!** is going on?!?!
We know there is nothing worse than ordering music and not getting it. If this happens we are truly sorry, we also have a 30 day policy on items which appear to be lost in the mail. Again please email us anytime. We're here to help! orders@flyingout.co.nz. If all has gone awry we can get you another order shipped ASAP. Or a refund if you prefer. 

How can I pay for my orders?
As aspiring capitalists we love cards called Visa and Mastercard plus online services such as Paypal, Laybuy and Afterpay. We also accept online or direct bank deposit. If you are paying by bank deposit select the PoliPay option at check out and follow the instructions. Payment must be received before we can ship any part of your order.

I've forgotten my password, HELP!
Don't worry, it happens to all of us. If you have trouble resetting it via our website, you can email us at info@flyingout.co.nz, or call the store on +64 9 366 1755, and we'll sort it for you ASAP. 

Do you have a loyalty programme?

We do indeed - it's called Good Sorts and it's free to join. Get all the details and sign up here.

I don't know what to buy. Any recommendations?
The best thing you can do for any one you love is to spend time with them. Following that, buy them music. Wondering what? Just email us, or call the store, unsurprisingly we do enjoy talking about music. Not to mention forcing our tastes upon everyone. Why else would we open a store.

Or if you want to take the easy way out - we have gift vouchers available.

What sizes are your clothing and t-shirts?
All our clothing comes in Small, Medium, Large and X-Large and some in XXL. Most of them are black. Most of them are supplied by AS Colour and the exact measurement are:

T-Shirts:

Hooded Sweatshirts:

If there is a different supplier we will state this and where you can check the sizing measurements.

I can't find what I am looking for?
I feel for you, most of the time neither can we. If you have a non meta-physical request email us at info@flyingout.co.nz and we will try our best to locate your request - unless it is music we deem rubbish and/or awful, you can go to another store for that…..

Are international orders subject to duties and/or tariffs?
Sadly, most often yes. These are independent of the shipping costs we charge you - and unfortunately are impossible to predict or prevent. Legally we must declare a value on all international shipments to reduce the risk of orders being stopped at customs. However, we will declare the minimum allowable value on these, We are not responsible for paying any charges incurred and if you choose to not pay these your items will be treated as abandoned or destroyed and are non-refundable.

Exchanges?
Oh, must you. Alright then. On some things. Like t-shirts when the size is wrong and you look a bit silly and all your friends are laughing at you and your loved ones no longer look you in the eye. Or if your vinyl is warped or CD scratched. Who would do such a thing!! But if you simply don’t like the music you bought? Forget about it. It’s called tough love. More information about all this is available in our Refund and Returns policy…. 

Refund and Returns policy?
You can read our full Refund and Return Policy here. It is really long and boring but our lawyers said we needed it. Don’t say we didn’t warn you…..Here’s some highlights:

We do not accept returns or offer refunds on any purchases, except in the case of damaged or broken goods, or if, in the unlikely situation we accidentally botch your order up. Our policy lasts 30 days from your purchase. 

Once your order has been shipped, we cannot accept any cancellations. I mean, that would be impossible! If you notice any problems with your order in your confirmation e-mail, please contact us and we will make every effort to correct it. We cannot be held responsible for any orders lost or damaged during shipping. Another impossibility. We will make every attempt to get your order to you in a safe and timely fashion.

To complete your refund or return, please email with your order number, receipt or proof of purchase and reason for the request.

We may require you to return the product, if so please send to:
Flying Out
80 Pitt Street
Auckland 1010

Once received we will send you an email to notify you the approval or rejection of your refund. If approved, then your refund will be processed via your original method of payment, within 5 days. 

In change of mind situations, you will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If your item is faulty and you receive a refund, we will cover the cost of return shipping. 

How secure is your website?
You know what I am terrified of? Hackers! Therefore all your data is kept on a secure server behind a firewall via Shopify Inc who provide us with the online e-commerce platform that allows you to buy stuff from us and us to make money!!! To keep this relationship safe your data is stored through Shopify’s data storage, databases and the general Shopify application. 

What does this mean? All stores powered by Shopify include Level 1 PCI Compliant web hosting and shopping cart software. When you use your credit card on our website, the information is transmitted using Secure Socket Layer (SSL) protocol. This encrypts your information, and no one but us can see it, and even if someone did, it would be nonsensical to them. Plus, when we receive your order, your personal information is immediately isolated on a secure server with our online payment provider - Payment Express

We also have a full Privacy Policy here for more details.

What are the Terms and Conditions?
We have no idea. But here is a link to them….  

OTHER FAQS:

Me/My awesome band have just released a new album! Can I sell the LPs/CDs at Flying Out?
Of course, we love supporting our amazing NZ Music Community! As you will know, from visiting our store we have very tight space constraints, and we usually have to start by carrying 1 or 2 copies. Most consignment titles we carry them for three months and pay for the ones that sold at the end of that time. We can pay outright for titles with a strong proven sales record. Call us at the store, +64 9 3661755 or email info@flyingout.co.nz, to talk about it. 

Can I sell my cool merch?
Same as above! Get in touch, let’s work it out.

Can you distribute my new album to other stores?
We do run a small distribution and label services arm, mainly focused on New Zealand artists and labels. Fill in the form below to find out more.

Can I sell you my secondhand records?
You may be having one of those ‘Hmmm I need to do a Marie Kondo” or want to prune a few titles from your collection to make way for some new releases. If that’s the case, we may be interested in taking them off your hands!

We buy vinyl across most genres and are able to collect from you. Just fill in this form and we will get back to you as soon as possible.

We pay fair prices in cash or Flying Out credit.