Frequently Asked Questions

FREQUENTLY ASKED QUESTIONS

                                                                                                                       
GENERAL QUESTIONS:

Do I need to register on SCOUTS Direct?

Yes, in order to place an order you need to register first.  The register link is at the top right of the SCOUTS Direct web page.

How does the shopping cart process work?

This website operates just like other shopping websites.

  1. Products are added to a shopping cart
  2. The shopping cart is checked out – this is where you provide shipping address details
  3. The order is paid for using a credit card
  4. A confirmation e-mail is sent to you
  5. The order is picked, packed and shipped via CourierPost on a non-signature service.

Do I have to use a Credit Card?

Yes, unless you are an Authorised Group Buyer.  If you do not have a credit card, contact your Regional Service Centre who can place the order for you.  Please be aware that this will add extra time to your delivery as payment will need to clear the bank account before your items are despatched.

How do I get the Purchase Order option? (For Scout Groups only)

You need to be the Authorised Group Buyer (only one per Group).  The Group Leader needs to email dianne@scouts.org.nz with the name of the Authorised Group Buyer, name of Scout Group and email address on the login.  Once these details have been provided Purchase Order will be set up.  If using this option - payment MUST be received 20th of the following month. Payment can be by cheque, or Internet transfer.  The Invoice Number must be quoted with the payment.

What are the Shipping Costs?

Shipping Costs are built in to the product price.

Do you have a backorder system?

No, SCOUTS Direct does not offer a backorder system.

What items are not despatched within three working days?

The following items are sourced from other suppliers and hence there is a delay of two to three weeks prior to receiving them.  Business Cards, Adventure Plus T-shirt With Group Name, SCOUTS New Zealand Quick Dry T-shirt With Group Name, Adult Name Plate, SCOUTS New Zealand Plaque, and Group Name Tape (approximately 6 weeks).

I’ve lost my Password – how do I get it back?

If you cannot remember your password, simply select the ‘Forgot my Password’ option on the sign-in page, enter your email address and click ‘submit’.  You will be sent an email to reset your password.

 Can I place an order over the telephone or via email?

All orders are to be placed online.  If you do not have access to a computer, contact your Regional Service Centre (0800 SCOUTS) and they can place the order online for you.

Can I collect items?

SCOUTS Direct is a warehouse and is not set up for customers.  Despatch is by courier within three days of the order being placed.

Has my order been shipped?

You will be sent an email to let you know your order is on the way.  We do not send tracking details.

How can I get a copy of my Invoice or Order Receipt?

Once you have placed an order you will receive an Order Confirmation email.  This contains a link to download a pdf copy of your invoice.  A paper copy will be sent with your order.

Can I get an urgent delivery?

Over 90% of our orders are despatched by courier within 24 working hours of the order being placed.

How do I return/swap an item?

Unfortunately we are unable to make any amendments (adding/removing items, changing colour, sizes etc.) to any online orders after your order is placed.

Please contact SCOUTS Direct before returning any items.  Email dianne@scouts.org.nz or telephone 04 815 8891.

I have ordered an incorrect size shirt – can I exchange it?

The shirt will need to be in its original condition and original packaging and returned with a copy of the Invoice it was ordered on for it to be accepted back as a return.  It will need to be returned to P.O. Box 11348, Manners Street, Wellington 6142.  A credit will be processed to the credit card when returns are processed by the end of the month.  You will need to reorder the correct size online.

Can I get my order shipped to a different address from my registration?

Yes, please use the ‘Use a different billing address’ on the Checkout page.

My item is faulty – what do I do?

Please contact dianne@scouts.org.nz to discuss receiving a replacement.

 

UNIFORM QUESTIONS:

What sizes are available?

Please refer to the Size Charts.  These are linked in the purple section at the bottom of each page of this website.

How are the measurements taken?

The sizings listed have been provided by the factory making the uniform. It is important that you look carefully at these as the sizings may differ slightly from what you are used to. The half chest measurement is an exact measurement, i.e. it is taken from one seam (underarm) to the other seam (underarm) when the item is laid out on a flat surface. You would obviously need to consider which of the half chest measurements also allows for a bit of room when making your selection.

Can I measure around the body to compare the measurements with the size charts?

No, this does not work. 

Can I get samples to try on to see if they fit?

Your Regional Service Centre may have some samples that you can try on.  Contact your Regional Service Centre to arrange a time to view the samples.

I can’t afford to buy a new uniform, what should I do?

Some groups have second-hand uniforms available if you cannot afford to buy a new one straight away.  There is also funding available via WINZ for low income families so you may qualify for this.

Where should badges be placed?

Please refer to the Badge Placement links below:

>> Badge placement for Adults

>> Badge placement for Youth

What is the difference between a Badge and a Blanket Patch?

A badge is earnt and can be worn on the Uniform.  A Blanket Patch cannot be worn on the uniform.

How can I get more help?

Please call us on 04 815 8892 (or if out of town - 0800 392 329).