Help & Contact Us

Frequently Asked Questions

Due to the impact of COVID-19 on our community, we have taken a number of steps to make life a little easier for you. Read this handy guide to find out more.

Auckland Store Closures
We are doing what we can to keep our community safe so in line with government regulations our Auckland stores of Botany, Milford, Newmarket, St Lukes and Auckland Clearance are temporarily closed. Our online store remains open for you to shop for any winter essentials. Stay safe and we’ll see you soon xo

If your question isn’t answered, our customer care team can assist you. Get in touch via our online form.

Stage 2 Restrictions

Our other stores remain open under Stage 2 restrictions

Our staff and customers are our number one priority so here’s how we are creating a safe environment for you to shop:

  • Practicing Social distancing measures of 2 metres between customers and team members, including at counters and seating areas.
  • Customer capacity limits in stores will be capped at 10 for most Taking Shape Boutiques and capped at 50 customers at Taking Shape Clearance stores.
  • Heightened cleaning and hygiene procedures in high touch areas around the stores. This includes tables, racks, counters, EFTPOS machines, handles and fitting rooms. Hand sanitiser will be available for customers to use.
  • Contactless serving of customers and payments. This means card only option for payment.

Click and collect is back

As our Auckland stores are closed, they will are not open for click & collect, so please have your online orders delivered to your home address
It still available for the rest of our NZ stores.

Online Deliveries

Our delivery partners are experiencing higher than normal volumes and have advised longer delivery times than normal.

You can check the current status of your order here. Please note: if your order is marked as delivered, this means it has been sent from our warehouse, however, it may still be with our partners for delivery.

Once your order has been dispatched, you will receive an email from and will be able to check its delivery status directly with Shippit.

To ensure we get your order to you quickly it may be split with items delivered in seperate parcels.


This will now be extended to 30 days from when our Auckland stores re-open. For more information on how to return an online purchase, see our returns section on the website.

Credit Notes

Credit notes can only be redeemed in-store, all credit notes are valid for 12 months from the date of issue.

Rewards Program Vouchers

Great news! We have extended the expiry date of the following rewards program vouchers:

  • Rewards issued in February and expired on 3 April 2020 have now been extended to 30 July 2020
  • Rewards issued in March and due to expire on 2 May 2020 have now been extended to 30 July 2020
  • Birthday & Anniversary vouchers issued in March that expired 2 April 2020 have now been extended to 30 July 2020
  • Rewards issued in April are extended to 30 July 2020
  • Rewards issued in May are extended to 30 August 2020

If you log in to My Account, these vouchers should now be reflected in MY REWARDS. We thank you for your understanding and value you as a Rewards Member.

Customer Support

Need help? Get in touch with our customer care team.

Thank you for your patience while we work through the large number of queries coming in.