Mail order

Mail order shopping: the basics

Mail order shopping lets you buy goods from the comfort of your own home, usually from a catalogue.

It is a type of direct marketing, which also may be done over the phone or by selling goods or services at your door, for example.

Retailers often make the first approach (called ‘cold-calling’) or may advertise on TV with an 0800 number to call, or drop an advertising mailer in your letterbox.

Whatever the form of direct marketing used, your rights are the same.

Before you buy

Look for

• the identity, location and contact details of the retailer so they can be contacted if there is a problem 
• whether you will be billed before or after delivery of your goods
• delivery costs - are they specified in the catalogue? If you order by phone ask the seller what the delivery cost will be 
• any guarantee or warranty on offer (other than those provided by law)
• how you can return the product if there is a problem, or how it will be repaired, and who bears the cost 
• is there a cooling-off period, which gives you time to change your mind about the purchase?

Tips for avoiding problems

• Don't be pressured into buying something you don't really want.
• Record the date and the time of your purchase and keep any confirmation of your order. 
• Don't agree to open-ended charges being made against your credit card - settle the exact amount.

Got a problem with mail order goods?

Consumer Guarantees Act

When you buy from a New Zealand based mail order company you have the same rights under the Consumer Guarantees Act as if you bought from a store.

If you buy a product that turns out to be faulty from a New Zealand based company you can claim under the Consumer Guarantees Act. Approach the company for a remedy first.

If you buy from a company based overseas you will be covered by that country's consumer laws. Approach the company for a remedy, but be aware that if the company doesn’t help, then enforcement across borders can be difficult and seeking redress can be costly.

Privacy concerns

When you make any purchase as a result of direct marketing the retailer may want to retain your personal details for further promotions or to sell to other direct marketing businesses.

The Privacy Act 1993 prevents such use of your personal details without your personal consent.

Don’t want to receive cold-call mail or phone offers?

If you do not wish to receive direct mail or phone offers, you can have your name placed on a Do Not Mail or a Do Not Call register.

Visit the Marketing Association's website to do this.

Or write to: Do Not Mail (or Phone) Register, Marketing Association, PO Box 47681, Ponsonby, Auckland 1144, with your full name and address.

These registers were set up by the NZ Marketing Association. The registers apply only to their members, who may participate voluntarily. The intention is that direct marketers check the lists of people they plan to communicate with against the registers and remove from their lists the names of those who have registered.

Members of the Marketing Association must comply with a Code of Ethics. The Code requires that any advertising by members is fair and not misleading. It also requires that the goods are sent to you within the time stated in the advertisement or catalogue or, if no time is mentioned, within 30 days of receipt of payment.

If you are unsure whether a direct marketing company is "above board" contact the Marketing Association on 0800 347 328 or visit their website to see if the company is a member.