FAQ

Where are the Burnsco stores located?

Burnsco has 18 stores across NZ. To see our locations, please click here.

What are the stores’ opening hours?

During Winter, Monday to Friday, 8:30 am - 5:30 pm. Saturday, 8:30 to 5 pm. Sunday, 9 am to 4:30 pm.

During Summer, Monday to Friday, 8:30 am-5:30 pm. Sat/Sun 8:30 am to 5 pm.

Stores are closed on Christmas Day, Good Friday and Anzac Day.

How can I check if an item is in stock at my local store?

On the product page on the Burnsco website, you can check stock availability by store. Below the button “Add to Basket”, click on the link “Check Individual Store Stock”.

What is the Burnsco Club?

The Burnsco Club is a program in which you get lots of customer benefits, such as exclusive offers and discounts, shipping discounts, you have the ability to access old orders, and you also get reward vouchers based on your purchases. To learn more about Reward Vouchers, please click here.

How do I join the Burnsco Club?

 It is free and easy, just sign up here.

How do I log in to my account?

Go to the Sign In Page here and enter your email address and password.

I have forgotten my password. How do I reset my password?

Reset your password here.

How do I change my club account email?

Please, email us at website@burnsco.co.nz with your old and new email addresses, and we will update this for you.

How do I change my club account delivery address?

Sign in to your club account and go to the addresses section on your Customer Dashboard to remove/update any address or personal information.

Can I purchase products as a guest?

Yes, you can. Ideally, we recommend you to Sign up as a Burnsco Club Member so you can access your order history and be eligible for discounts and offers.

I have added an item to my basket, but it doesn’t show the special price. What is happening?

You must ensure you are signed into your club account to see the club member’s special prices. Sometimes the discount will only appear in the Checkout area, not in your basket. Please proceed to checkout to see discounts available on your order.

Do you offer special pricing for NZMCA members?

From time to time, we may advertise specials in the NZMCA magazine, but for the best pricing all the time, join the Burnsco club here.

Do you have a rewards programme or loyalty scheme?

Yes, we have a Voucher Reward Programme for all Burnsco Club Members only. To learn more, please click here.

How does the reward voucher programme work?

The reward program works based on your purchases. To learn more about the purchase tiers and timeframe to use your vouchers, please click here.

How does the reward voucher programme work?

The reward programme works based on your purchases. To learn more about the purchase tiers and timeframe to use your vouchers, please click here.

Do my reward vouchers expire?

Reward vouchers are valid for 90 days. You should use it during this period.

Do I get notified when I reach the tier for a reward voucher?

Yes, you will receive an email when you reach a Reward Tier.

How do I know that I have reached a purchase tier and have a Burnsco Club Reward Voucher available?

The reward vouchers will be available on your Customer Dashboard on the Burnsco website. When you log in to the website, you will land on your Customer Dashboard. You will also get an email notification.

I have lost my reward voucher. Have I lost the reward?

The voucher is recorded in our system, let staff know if purchasing in-store or call 0800 10 20 41 if shopping online.

My reward code isn’t working. What should I do?

Please call the webstore on 0800 10 20 41, and the team will sort it out for you.

Can I track my order?

Once your parcel is dispatched, you will receive an email with a tracking link for it. If you have any questions, please contact our Customer Service team on 0800 10 20 41

When will my order arrive?

We try to get orders to you as quickly as possible. Stores usually ship out orders within 24-48 hours of being placed (Mon-Fri). You will receive an automated email with the courier tracking number when your order ships. Please check your spam/junk folders, as often, the shipping confirmation ends up there. The couriers can take 1-5 days depending on the size of the order and your address.

My order hasn’t arrived. What should I do?

You should have received an email with a tracking number which will tell you the status and current location of the item/s. Alternatively, call the webstore on 0800 10 20 41, and the team will help you locate the parcel.

Only part of my order arrived. What should I do?

For larger orders, we may need to ship from different stores. If, after 48 hours, the rest of your order hasn’t arrived, please email us at website@burnsco.co.nz or call us on 0800 10 20 41, and we will investigate for you.

My order arrived damaged. How should I proceed?

Please, you must notify us immediately, as the courier companies have a timeframe to cover damaged parcels. Please keep all packaging and take photos of the damage. Email us at website@burnsco.co.nz, and we will investigate for you.

Do you ship overseas?

If you are in Australia, please, shop on our Burnsco Australia Website.

For customers in other countries, sorry, we can’t ship overseas, but if you want to purchase items, you will need to arrange your own freight forwarder (usually in Auckland). Order and pay through the website for delivery to your forwarder. You will then need to contract (and pay) the forwarder to ship it to you. Email us at website@burnsco.co.nz if you need more information.

Can I purchase Gift Cards online?

Yes, you will receive an order confirmation immediately, and the e-Gift Card will be sent to you via email on the next business day.

My Gift Card is not working, what should I do?

If your gift card doesn’t work, please call the webstore or see a manager in-store.

Do Gift Cards expire?

Yes, the Gift Cards are valid for 12 months from the date of purchase.

How do I place a Click & Collect order?

To learn about the click & collect order process, please click here.

How soon will my Click and Collect order be ready?

We aim to have your order ready to collect within 2 business hours if it is in stock at the store you choose to collect from. You will receive an email when your item/s are ready to collect. If you need them urgently, please call us on 0800 10 20 41.

Can someone else pick up my Click and Collect order for me?

Yes, forward them a copy of the confirmation email, which will need to be presented in-store, and they will also need a photo ID with them.

Why can’t I select a specific store for Click and Collect?

The chosen store is likely out of stock of the product you want, please call the Webstore on 0800 10 20 41.

Why is an item marked ‘click and collect’ only?

Some items are too large or classed as a certain level of Dangerous Goods and cannot be carried by our couriers. You will need to collect this in-store only. For more information about Dangerous Goods, please click here. 

What payment methods do you accept?

We accept Master Card, Visa, Afterpay, and we can arrange Internet Banking. For Internet Banking, please contact our Customer Service Team on 0800 10 20 41 or website@burnsco.co.nz

I want to pay by Internet Banking, how can I do this?

Contact the webstore on 0800 10 20 41 or website@burnsco.co.nz, and we will email you an invoice with our banking details. Once the payment is confirmed, your order will be dispatched. 

Do you offer instalment payment options?

We offer AfterPay as a payment option. With AfterPay you can split your payment according to their T’s & C’s. To learn more about AfterPay, click here.

What is the warranty period?

Burnsco has been operating successfully for over 140 years. We stand behind the products we sell. 

Most items have at least a 12-month warranty. Some items may have a longer manufacturer's warranty as specified on each product. For more information, please click here or contact us.

Do you offer exchanges?

Yes, we can exchange your product in-store or online; full details are on our returns page here.

I have ordered the wrong size. Can I exchange it?

Yes, we can exchange sizes on many items; full details are on our returns page here.

Do you offer returns?

Yes, within 30 days, although there are some exclusions; full details are on our returns page here.

What is your return policy?

Please, to learn more about our Return Policy, click here.

I want to change the size of something in my order. How should I proceed?

You can do this in-store or online.

In-store: take the item you want to exchange and the receipt/order confirmation into a store, and they will help you. Receipts must be provided unless you are a Burnsco Club Member and the transaction can be traced.

Online: Follow the returns process here.

I have changed my mind and want to return my order. How should I proceed?

Within 30 days, returns are easy (7 days for electronics). Please see full details on our returns process here.

What address do I send a return back to??

We have both a North Island and South Island return address, full details are on our returns page here.

 I have changed my mind and want to return my order. How should I proceed?

Within 30 days, returns are easy (7 days for electronics). Please see full details on our returns process here.