Help & Support

Website standards for ecommerce stores

You’ll need to include the following information on your ecommerce website.

1. Trading name

Your trading name must be clearly displayed throughout your website.

2. Physical address

You must display a physical business address in New Zealand (not a PO Box).

If operating from a personal address, you only need to provide the city and country. For example: Auckland, New Zealand.

3. Contact details

You need to provide contact details for customer queries, including at least one of the below options:

email address and one other contact method (for example social media, mailing address, or phone number); or
mailing address and phone number.

4. Website domain registration

Your website domain must be registered to your business or provide documentation for the domain/URL in your business name.

5. Delivery policy

Your delivery policy needs to include what happens if there are multiple shipments. Also, if the delivery is delayed, the customer must be notified and have the option to cancel the order to obtain a refund.

6. Privacy policy

Your privacy policy should outline the steps you take to protect your customers information, including their card data and personal information.

7. Returns and refunds policy

Outline your returns and refunds policy to avoid confusion for your customers.

For example: “Fully priced items can be exchanged within 14 business days providing proof of purchase and goods are in original condition. Please choose carefully as we don’t offer returns on sale items. A full refund will be offered on faulty items within 30 business days.”

8. Cancellation policy

Provide a cancellation policy outlining what customers can expect.

For example: “We’re unable to cancel or amend online orders once your order has been placed. Please ensure all details provided are full and correct at the time of order.”

9. Terms and conditions

Customers will need to accept your terms and conditions before checkout. This could be a click-to-accept button, check box, or digital signature.

10. New Zealand based business

You must clearly state you’re a New Zealand based business throughout all stages of the shopping process.

For example: “[Trading Name] is a New Zealand based business” located at the footer of your website.

11. Description of goods and services

You must provide a complete description of the goods and services available for purchase on your website.

12. Pricing

Prices must be clearly displayed in New Zealand dollars, and any other applicable currency if you’re using CurrencySelect.

13. Export and legal restrictions

Provide details of any New Zealand export and legal restrictions if you’re selling goods or services that are subject to these restrictions. For example: for liquor sales you must display your liquor licence and clearly state that you require your customers to be at least 18 years of age.

14. Payment security

You’ll need a field on your payment page for customers to enter their card details including the card’s security code (CVV2, CVC2, CVN2). It’s important that you never store this information. Your payment gateway provider may be able to assist with this.

15. Payment details

Recurring or subscription payment details need to be provided to your customers on a statement, if applicable.

16. Card logos

Visa, Mastercard, and other card schemes you accept must have their respective logos displayed on your website. If you accept multiple card schemes, make sure you use full colour, equally sized logos for each card brand. Refer to the individual brand websites for their approved logo guidelines: