Can we Help?
Need a little help? You’re in the right place. We hope the info below will do the trick. But if you still can’t find the answer you’re looking for, please contact us directly.
how do I update my details?
If you are not placing an order but would like to change your personal information you can edit these under the ‘my account’ section online or you can email us with your previous and new details.
It will be updated immediately.
When you place your order your bank will hold the funds to the value of your order, so that you don't accidentally spend it before we charge you. Once our Distribution Centre has processed your order they will pack it and charge your credit card. If for some reason they cannot fulfil an item, you will not be charged for it.
how secure is your site?
We protect your online order information by using Secure Sockets Layer (SSL) technology. SSL encrypts all order information to avoid decoding of that information as it travels over the internet. You will be able to check the security of your connection by observing the bottom of your browser window after accessing the server. If you see a closed lock or an unbroken key (depending on your browser), then SSL is active. This can be double-checked by viewing the URL line of your browser. The first characters of the site address will change from 'http' to 'https' when accessing a secure server.
Please note that we will not accept orders via email as your credit card information will not be encrypted and thus not be in a secure mode of transmission. However, ordering online is secure using SSL.
If you are still concerned about ordering electronically, please find your nearest store on our patch store directory page or by phone, mail or fax - details are on our contact us page - for alternative means of placing your order.
What is a promotional code?
We may send special offers where you can use promotional codes either online, in store or both. Promotional codes or 'Promo Codes' entitle you to receive discounts on items between certain dates. To use a Promo Code online offer, simply type the code into the Promo Code area on the delivery page.
Please ensure you read any Promo Code Terms and Conditions. If you do not have a Promo Code, simply bypass the Promo Code area and continue with your order. The Promo Code is not a compulsory field.
what happens if an item I purchased sells out and ends up being unavailable?
It is possible that an item you purchased on this site becomes sold out after your order has been submitted. We try to avoid this frustration as much as we can. Any sold out items will have ‘sold out’ beside them on the invoice accompanying your purchase. You will not be charged for any unavailable items.
can I place my order by mail?
Yes, you can. To view mail order details and to print an order form please click here
After submitting your order, you will receive an automated email containing an order number, an estimated delivery date, order details, and contact details.
Please check your spam or junk mail folders if you do not receive this automated email to your inbox.
WHERE'S MY ORDER?
You can easily check on the progress of your order by logging in using your email address and password. At the bottom of the page you will find your “Recent Order” information. When your order is despatched we will notify you by email, along with the tracking details so you can track your order.
why is it that when I add items to my shopping bag it remains empty?
The likely cause of your shopping bag remaining empty while you are attempting to shop on our site is because of a setting on your web browser, called 'Cookies'. Cookies contain information that are necessary for your shopping list to 'remember' what you have put in it. For further information on enabling 'cookies' and your web browser settings, please contact your internet service provider.
How can I get my child to be a model?
We are always looking for new models at The Patch! Please send an email to email@example.com, providing a headshot and full body photo/photos of your child (min size 6x4 ensuring head and face not obscured) along with model’s name, age, DOB and current pp clothing size. Parent/guardian name, address, email and contact numbers. Please note our photo shoots often require very specific sizing and this helps determines the selection process. Photo shoots are currently in Auckland only, therefore local models are chosen.
what are Pumpkin Patch's social commitments?
At Pumpkin Patch, social responsibility isn't just a catchphrase or a feel-good initiative. We take our responsibility to the community seriously, whether it is our local community, or the communities in which workers from our suppliers' factories live. We aim to treat our employees with respect, dignity and fairness. We want our suppliers and their factories to do the same with their employees. We're also proud to support Cure Kids, a New Zealand and Australian charity that funds research into life threatening illnesses effecting kids.
can I buy one of your stores via franchise or sell Pumpkin Patch in my store?
Pumpkin Patch does not currently offer franchises for independent stores. For other distribution options, please visit our investor relations section.
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