Frequently Asked Questions
Orders & Purchases
How do I place an order online?
How do I place an order online?
Find the product you need by using search, browsing categories, or filtering by brand, range, or product type. Add the items to your cart, review your order, then proceed through checkout. Once your order is placed, you’ll receive an order confirmation by email.
Do I need to create an account to order?
Do I need to create an account to order?
No, you can order online without creating an account. Creating an account makes future orders faster and allows you to access order history and saved details.
Can I change or cancel an order after placing it?
Can I change or cancel an order after placing it?
If your order has not yet been processed or dispatched, we may be able to update or cancel it. Please contact us as soon as possible with your order number.
What if there is a problem with my order?
What if there is a problem with my order?
Contact us with your order number and details of the issue. If relevant, please include photos so we can review the problem quickly and advise the next steps.
I didn’t receive all of my order — what should I do?
I didn’t receive all of my order — what should I do?
Some orders may be sent in multiple shipments, especially if products are sourced from different suppliers or locations. If something appears to be missing, contact us with your order number and we’ll look into it.
Returns & Exchange
What is your returns policy?
What is your returns policy?
Eligible products may be returned within 3 business days of receipt, provided they are unused, in original condition, and returned with all original packaging and proof of purchase. A 20% restocking fee applies to change-of-mind returns, and return freight is the purchaser's responsibility. Please note that cut cable lengths and partial drums are non-returnable. For items damaged in transit, notify us immediately and retain all original packaging for inspection. Your rights under the Consumer Guarantees Act apply; in New Zealand, products sold must meet statutory guarantees regarding quality, safety, usability, and matching their description.
How do I initiate a return?
How do I initiate a return?
Contact us with your order number, the product you wish to return, and the reason for the return. We’ll review the request and advise the next steps.
Can I exchange an item instead of returning it?
Can I exchange an item instead of returning it?
In some cases, yes. If the product is eligible and in original condition, we may be able to arrange an exchange or credit depending on the situation.
What products cannot be returned?
What products cannot be returned?
Some items may not be eligible for return, including cut cable, part drums of cable, special-order products, installed products, opened or damaged packaging, or products that cannot be resold. Faulty products will be assessed separately in line with applicable warranty and consumer law requirements.
What should I do if my item arrives damaged?
What should I do if my item arrives damaged?
Contact us as soon as possible with your order number and photos of the product and packaging. Please keep all packaging until the issue has been reviewed, as this may be required for courier claims.
What should I do if I receive the wrong product?
What should I do if I receive the wrong product?
Contact us with your order number and photos of the item received. We’ll review the issue and work with you to resolve it.
What happens if a product is faulty?
What happens if a product is faulty?
Contact us with details of the fault, your order number, and photos or supporting information where possible. Faulty products may be assessed under the manufacturer’s warranty and applicable New Zealand consumer law.
How long does it take to process a return or exchange?
How long does it take to process a return or exchange?
Processing times depend on the product, return reason, and whether the item needs to be assessed by a supplier or manufacturer. We’ll keep you updated once your return has been received and reviewed.
Shipping & Tracking
How much does shipping cost?
How much does shipping cost?
Shipping costs depend on the size, weight, and destination of your order. Available shipping options and costs will be shown at checkout before payment.
How long does delivery take?
How long does delivery take?
Delivery timeframes depend on product availability and delivery location. Stocked items are generally processed faster, while supplier-sourced items may take longer. We aim to dispatch orders as quickly as possible and provide tracking where available.
Do you deliver nationwide?
Do you deliver nationwide?
Yes, we deliver across New Zealand. Rural, oversized, heavy, or supplier-sourced items may have different delivery costs or timeframes.
How can I track my order?
How can I track my order?
Once your order is dispatched, tracking information will be sent to the email address used at checkout where tracking is available.
Can I change my shipping address after placing an order?
Can I change my shipping address after placing an order?
If your order has not yet been processed or dispatched, we may be able to update the delivery address. Please contact us as soon as possible with your order number.
Can I collect my order?
Can I collect my order?
Yes. We offer a Click & Collect service from our store. To use this service, simply select the "Store Pickup" option at checkout. You will receive a notification via email as soon as your order is ready for collection; please ensure you have your order confirmation available upon arrival.
Products, Compliance & Technical Information
Are your products suitable for use in New Zealand?
Are your products suitable for use in New Zealand?
Yes, we focus on supplying products suitable for the New Zealand market from trusted brands and suppliers. Electrical products should be installed by a qualified professional where required.
Are your products compliant with New Zealand electrical standards?
Are your products compliant with New Zealand electrical standards?
We aim to source products from reputable suppliers and approved channels. If you require specific compliance documentation, contact us before ordering and we’ll assist where possible.
Where can I find product documentation, such as Datasheets, Brochures, or S-Docs?
Where can I find product documentation, such as Datasheets, Brochures, or S-Docs?
Technical specifications and brochures are generally available for download directly from the relevant product page. For compliance documentation, including Supplier Declarations of Conformity (S-Docs), please contact us with the product SKU or model number. If the specific documentation you require is not listed online, our team will assist in sourcing it from our suppliers.
Product images and descriptions — are they always exact?
Product images and descriptions — are they always exact?
We aim to keep product information accurate, but images may occasionally be representative. Please check the product title, SKU, specifications, and description before purchasing.
I’m not sure which product I need — can you help?
I’m not sure which product I need — can you help?
Yes. Contact us with the product, job type, or application you’re working with and our team can help point you in the right direction.
Trade, Bulk Orders & Business Customers
Do you offer trade accounts?
Do you offer trade accounts?
We are expanding our trade offering as part of our platform upgrade. Dedicated trade account functionality is part of our roadmap, but trade customers are welcome to order online or contact us for larger requirements.
Do you offer bulk pricing?
Do you offer bulk pricing?
Selected products may include quantity-based pricing or bulk purchase incentives. For larger orders or project-based requirements, contact us and we’ll review what we can do.
Where can I find product documentation, such as Datasheets, Brochures, or S-Docs?
Where can I find product documentation, such as Datasheets, Brochures, or S-Docs?
Technical specifications and brochures are generally available for download directly from the relevant product page. For compliance documentation, including Supplier Declarations of Conformity (S-Docs), please contact us with the product SKU or model number. If the specific documentation you require is not listed online, our team will assist in sourcing it from our suppliers.
Can you help source products not listed on the website?
Can you help source products not listed on the website?
In some cases, yes. If you are looking for a specific product, brand, or range that is not currently listed online, contact us and we’ll see what we can source.
Do you offer quotes for larger jobs?
Do you offer quotes for larger jobs?
Yes, for larger orders or project requirements, send us your product list and we’ll review availability and pricing.
Payments, Pricing & Accounts
What payment methods do you accept?
What payment methods do you accept?
Available payment methods will be shown at checkout. These may include credit/debit card and other supported payment options.
Are prices shown inclusive of GST?
Are prices shown inclusive of GST?
Our website features a pricing toggle, allowing you to view products either inclusive or exclusive of GST. You can switch between these views at any time to suit your preference. Regardless of the display setting selected, a full GST breakdown will be itemized at checkout and provided on your official tax invoice in accordance with New Zealand law.
Can I get an invoice for my order?
Can I get an invoice for my order?
An order confirmation is sent to your email immediately after purchase. If you require a formal tax invoice for GST or accounting purposes, please contact us with your order number. Our team will generate and email a compliant tax invoice to you promptly.
Is it safe to shop online?
Is it safe to shop online?
Yes. Checkout and payment processing are handled through secure systems. Always ensure your contact and delivery details are entered correctly at checkout.
Do you offer payment on account?
Do you offer payment on account?
While our online checkout currently requires payment at the time of purchase, we are actively expanding our trade services. If you are a high-volume purchaser or a trade professional interested in establishing a credit account, please contact us directly. We welcome the opportunity to discuss your requirements and see how we can support your business needs manually while we develop our integrated account functionality.
Contact & Support
How can I contact Electrical Direct?
How can I contact Electrical Direct?
You can contact us through the contact form, by email, or using the phone details listed on our website.
What information should I include when contacting support?
What information should I include when contacting support?
Please include your order number, product SKU, photos if relevant, and a clear description of the issue. This helps us respond faster.
When will I receive a response?
When will I receive a response?
We aim to respond as quickly as possible during business hours. Response times may vary during busy periods.
Still need help?
Can’t find what you’re looking for? Contact our team and we’ll help with product questions, order support, delivery queries, or trade enquiries.