Last updated: September 19, 2026
Welcome to the FAQ page of PINK ROBIN LIMITED.
Here you can find answers to common questions about orders, payments, shipping, delivery, tracking, returns and refunds.
If you cannot find the information you need, please contact us:
Email: support@orjhg.shop
Telephone: +64 21 548 9451
1. How do I place an order?
Select the product you wish to purchase, choose any applicable product options, add the product to your cart and proceed to checkout.
During checkout, please provide accurate contact, billing and delivery information.
Before confirming your order, please review the products, quantities, delivery information and final order amount carefully.
2. How do I know if my order was successfully placed?
After successfully placing an order, you may receive an order confirmation at the email address provided during checkout.
The confirmation may include your:
- Order number;
- Products ordered;
- Order amount;
- Delivery information; and
- Other relevant order details.
Please make sure the email address entered during checkout is correct.
If you believe you placed an order but did not receive confirmation, please contact us at support@orjhg.shop.
3. What payment methods do you accept?
Available payment methods will be displayed during checkout.
Payment options may vary depending on the destination, currency, order value, product and payment provider.
Only payment methods displayed as available during checkout can be selected for the applicable order.
For more information, please review our Payment Policy.
4. Is my payment information secure?
Our online store may use Shopify and independent payment service providers to process transactions.
Appropriate technical and organizational security measures may be used to help protect payment and transaction information.
We do not ask customers to send passwords, PINs, online banking passwords or other confidential financial credentials to us by email.
Please review our Payment Policy and Privacy Policy for additional information.
5. How long does it take to process my order?
Orders are generally processed within 1–2 business days after they are successfully placed and confirmed.
Business days generally exclude Saturdays, Sundays and public holidays.
Orders placed on weekends or public holidays will normally begin processing on the next business day.
During periods of unusually high order volume or public holidays, processing may occasionally take longer.
6. How long does delivery take?
After your order has been dispatched, estimated delivery time is generally:
5–7 business days
This estimated delivery period does not normally include the initial 1–2 business day processing period.
Actual delivery times may vary depending on your destination, carrier, customs procedures, weather, public holidays and other circumstances affecting transportation.
Please review our Shipping and Delivery Policy for further information.
7. How much does shipping cost?
Applicable shipping charges, if any, will be displayed during checkout before you complete your purchase.
Where free shipping is available for an eligible order or destination, the applicable option will be displayed during checkout.
Please review the final checkout information before confirming your order.
8. How can I track my order?
Where tracking is available, tracking information may be provided after your order has been dispatched.
This may include:
- Carrier information;
- Tracking number; and
- Tracking link.
Tracking information may take approximately 24–48 hours after dispatch to become active in the carrier's system.
If you experience difficulties tracking your order, please contact:
Email: support@orjhg.shop
Telephone: +64 21 548 9451
Please include your order number.
9. Can I change my delivery address?
If you notice an error in your delivery address, please contact us as soon as possible.
If your order has not yet been dispatched, we may be able to update the delivery information.
Once an order has entered processing or has been shipped, we cannot guarantee that the address can be changed.
Customers are responsible for providing accurate and complete delivery information when placing an order.
10. Can I change or cancel my order?
If you wish to change or cancel an order, please contact us as soon as possible:
Email: support@orjhg.shop
Telephone: +64 21 548 9451
We will make reasonable efforts to assist you.
However, once an order has entered processing or has been dispatched, cancellation or modification may no longer be possible through the ordinary order-processing procedure.
Any mandatory consumer cancellation rights remain unaffected.
11. What should I do if my order is delayed?
If the estimated delivery period has passed, please first check your available tracking information.
Carrier tracking may show:
- The current location of the parcel;
- A delivery attempt;
- Customs processing;
- A transportation delay;
- A collection point; or
- Another delivery update.
If there has been no meaningful tracking update for an extended period, please contact us with your order number.
We will review the available information and provide appropriate assistance.
12. What should I do if my parcel appears to be lost?
Please first:
- Check your tracking information;
- Confirm your delivery address;
- Check whether another household member accepted the parcel;
- Check reception or designated delivery areas;
- Check any delivery notice provided by the carrier; and
- Contact the carrier where appropriate.
If the parcel still cannot be located, contact us at support@orjhg.shop.
Please provide your order number and relevant tracking information.
If a shipment is confirmed as lost, we will provide an appropriate solution in accordance with applicable consumer law and our policies.
13. What should I do if my product arrives damaged or defective?
Please inspect your order as soon as reasonably possible after delivery.
If a product arrives damaged or appears defective, please contact us promptly.
Please provide:
- Your order number;
- A description of the problem;
- Clear photographs of the product; and
- Photographs or videos showing the issue where reasonably possible.
Depending on the circumstances and applicable law, an appropriate remedy may include repair, replacement, return, price reduction or refund.
14. What should I do if I receive the wrong product?
If you receive an incorrect product, please contact us promptly:
Email: support@orjhg.shop
Telephone: +64 21 548 9451
Please provide your order number together with photographs of the product received where reasonably possible.
We will review the information and provide appropriate instructions.
15. What should I do if an item or accessory is missing?
Please contact us and provide:
- Your order number;
- Details of the missing item or component;
- Photographs of the products received where appropriate; and
- Photographs of the packaging where reasonably possible.
We will review the information and assist you with an appropriate solution.
16. What is your return policy?
We offer a 30-day voluntary return period for eligible products.
You may request a return within 30 days from the date you receive your order.
To qualify for a voluntary return, the product should generally:
- Be in the same condition in which you received it;
- Be unused, unworn and undamaged;
- Include original accessories and components;
- Include applicable tags or labels;
- Be returned in its original packaging where reasonably possible; and
- Be accompanied by valid proof of purchase.
Please review our Return and Refund Policy for complete conditions and exceptions.
17. How do I request a return?
Before returning a product, please contact us:
Email: support@orjhg.shop
Telephone: +64 21 548 9451
Please provide:
- Your full name;
- Order number;
- Email address used for the order;
- Product you wish to return;
- Reason for the return; and
- Photographs or videos where the return concerns damage, defects or an incorrect product.
Please wait for the applicable return instructions before sending the product back.
18. Where should I send my return?
Please contact us before shipping any return.
Unless we provide a different authorized return address in your return instructions, approved returns should be sent to:
PINK ROBIN LIMITED
5 Peart View
Saint Johns
Auckland 1072
New Zealand
Please do not send products back before receiving the applicable return instructions.
19. Who pays for return shipping?
For voluntary change-of-mind returns, customers are generally responsible for the direct cost of returning the product, subject to applicable law.
Where the return is required because we supplied a defective, damaged, incorrect or otherwise non-conforming product, reasonable return shipping costs will be handled in accordance with applicable consumer law and our Return and Refund Policy.
Please contact us before returning such products.
20. Can I exchange a product?
If you would like a different product, model, size or variation, please contact us.
Depending on availability, we may:
- Arrange an exchange; or
- Ask you to return the original product and place a new order.
Product availability cannot be guaranteed until the applicable replacement or new order has been confirmed.
21. How long does a refund take?
Once your returned product has been received and inspected, we will notify you whether your refund has been approved.
For eligible voluntary returns, approved refunds will normally be processed within 10 days after approval.
Where possible, refunds will normally be issued using the original payment method.
Your bank or payment provider may require additional processing time before the refunded amount appears in your account.
If more than 15 days have passed since we confirmed approval of your refund and you have not received it, please contact us.
22. Are any products excluded from returns?
Certain products may be excluded from voluntary returns where permitted by applicable law.
Examples may include:
- Clearly personalized or custom-made products;
- Products that deteriorate or expire rapidly;
- Certain sealed hygiene or health-protection products after they have been unsealed;
- Certain digital content;
- Gift cards where legally permitted; and
- Other products excluded under applicable consumer law.
These exceptions do not remove mandatory rights relating to defective, damaged, incorrect or non-conforming goods.
Please contact us if you are unsure whether your product is eligible for return.
23. How is my personal information used?
We may process personal information where necessary to:
- Process orders;
- Process payments;
- Arrange delivery;
- Provide customer support;
- Manage returns and refunds;
- Prevent fraud;
- Maintain website security; and
- Operate and improve our Services.
Please review our Privacy Policy for complete information about how personal information is collected, used, shared, retained and protected.
24. How can I contact customer service?
For questions regarding products, orders, payments, shipping, delivery, returns, refunds or other store-related matters, please contact:
Email: support@orjhg.shop
Telephone: +64 21 548 9451
When contacting us regarding an existing order, please include your order number and the email address used when placing the order.
25. Who operates this online store?
This online store is operated by:
PINK ROBIN LIMITED
Company Number: 5866795
NZBN: 9429042120810
Registered Address:
5 Peart View
Saint Johns
Auckland 1072
New Zealand
Email: support@orjhg.shop
Telephone: +64 21 548 9451
The company information above matches the New Zealand company extract you provided, including the registered company name, Company Number, NZBN and registered address.