FAQs
Need help with shipping, returns, RG Club, or in-store stuff? Start here. If you can’t find the answer, get in touch.
Shipping & Delivery
How much is shipping?
New Zealand
Delivery is free in NZ for orders over $150.
- Standard Auckland $5.99
- Rest of North Island $7.99
- South Island $11.99
Australia
Delivery is free in AU for orders over $250.
- Standard Shipping $14.99
Where do you ship from?
All orders are shipped from our store in Auckland, New Zealand.
How do I track my order?
Once shipped, you’ll receive a link to track your parcel through NZ Post. There may not be any tracking updates until the parcel is processed by NZ Post. If it's looking unusual, get in touch.
How long will my order take to arrive?
In-stock items are usually dispatched straight away, while supplier items may take a little longer. Standard delivery times vary by region, but most New Zealand orders arrive within 2-3 business days and Australian orders within 3-6 business days. You’ll receive tracking details as soon as your order is on its way.
IN STOCK Ships next business day from placing your order.
NZ SUPPLIER Ships within 4-10 business days of placing your order.
US SUPPLIER Ships within 4-10 business days of placing your order.
EU SUPPLIER Ships within 6-14 business days of placing your order.
Each product page will tell you where an item is shipping from. International suppliers only relate to new vinyl, CDs, DVDs & books.
Can I pick up my order in-store?
Click & Collect is available for New Zealand customers only. Simply select the option at checkout and we’ll let you know when your order is ready to be picked up. When you arrive, just give us your name at the counter and our team will have your order ready for you. Please note that Click & Collect is not available for customers in Australia or the United States.
Do you ship internationally?
Yes, to Australia, (and soon the USA), and selected countries when requested. Australia takes 3-6 business days, USA and other regions 6–13 business days (plus 5–10 extra days if the item was originally imported to us from a supplier).
How do I track an international order?
Once shipped, you’ll receive a link to track your parcel through a designated courier for your country.
Are all products available for international shipping?
No, some items can’t be sent overseas (i.e. audio gear). Make sure you’re shopping within your region.
Why does international shipping sometimes take longer?
If a product isn't available in our store in Auckland, NZ, it will come from a supplier. This adds 5-10 business days before your order ships from us.
Do I have to sign for delivery?
Yes, all of our parcels are sent with signature required to ensure they arrive safely.
New Zealand: Once you receive your tracking number, you can request an Authority To Leave (ATL) through the NZ Post website and add any reasonable delivery instructions to your order. You’ll need to be signed into an existing NZ Post account (or create one) to set this up.
Australia: Deliveries are also signature required. If you’d prefer an ATL, this can usually be arranged directly with the courier via the tracking link provided once your order has shipped.
Can I ship to a P.O. Box?
In Aotearoa we can deliver to P.O. Boxes through NZ Post. Unfortunately, we’re not able to ship to P.O. Boxes in Australia or other international locations, as these orders require a physical street address. If you don’t have a suitable residential option, we recommend using a work address or an alternative delivery point where someone will be available to receive your parcel.
Returns & Exchanges
Can I return or exchange an item?
Unfortunately, we don't accept refunds for change of mind - this is the same for both website and in-store purchases.
We will fulfil our obligations under the 1993 Consumer Guarantees Act and 1986 Fair Trading Act if you receive an item supplied or advertised incorrectly, damaged prior to delivery, or faulty due to a manufacturing fault. In this case, we will:
- firstly; replace or exchange faulty goods.
- failing to do the above, provide a full refund.
Faulty items are subject to testing in-store once returned. Please do not send your purchase back without contacting us first.
How long does it take to return an item?
If you have organised your own return shipment to us, you are responsible for the courier company and tracking back to us as the sender. There will be information on delivery times on your selected courier service's website.
Please allow a couple of business days for us to get back to you once your return has been delivered to us. You will receive a confirmation email re your refund, exchange, or other, once we receive and inspect your return.
When will my refund come through?
We aim to process refunds within three business days of receiving your returned item. Once it’s been processed, we’ll email you to confirm. Please note that your bank may take additional time to return the funds to your account. Refunds typically appear within 2-3 business days, but this can vary by bank, so please allow up to 10 working days from the date you post your item before contacting us.
If you paid with AfterPay, the process works a little differently. We’ll issue the refund on our end, and AfterPay will take care of the rest. Any payments you’ve already made will be refunded to your bank account, and scheduled payments will be cancelled. AfterPay will update you directly via email.
My record is skipping?
If you are having an issue with the playability of an LP, CD, or DVD, we may enquire about your home audio set-up before agreeing to a return on the item. Secondhand product should all be guaranteed to play through, but on the rare occasion that you are not happy with the quality of our product, please reach out to discuss.
We have a detailed blog post about quality turntables, styli, and audio systems and how they can affect playback here.
Orders & Payments
What payment methods do you accept?
We accept all major payment types supported through Shopify Payments, including Visa, Mastercard, American Express, Apple Pay, Google Pay, and Shop Pay. You can also pay using PoliPay for instant bank transfers, or choose Afterpay if you want to split your order into interest-free instalments. All payments are processed in your selected store currency at the current exchange rate where applicable.
Can I cancel my order?
In some cases, yes, please contact us as soon as possible (ideally the same day). We dispatch quickly, so timing is key. We cannot cancel, or change the contents of, your order once it has been picked up by the courier.
Why was my item/s cancelled after ordering?
Our in-store stock updates online fairly regularly throughout the day, but occasionally an item will sell before we have time to pick it from the store. In this case, we will offer you a full refund.
What happens if an item goes on backorder?
We will get in touch, normally within the day, to ask your preference between:
1. waiting for a restock, or
2. receiving a refund.
What if the courier loses my order?
If your order hasn't arrived within the expected timeframe stated in your order confirmation email - please reach out to help@realgroovy.co.nz with the following information:
- Order number
- Tracking number
- Date you were expecting your order
How do pre-orders work?
We're lucky enough to offer pre-orders so you can secure your copy of a new release early. You pay in advance, and we send out your order on release day.
If there are other items in your order, we'll ship these before the pre-order's release date, so you don't have to wait to start spinning your records.
While the music industry is known for it's punctuality (little joke for ya there...), sometimes there are delays on pre-orders, and we will notify you by email if this is the case. Should this be an issue, please contact help@realgroovy.co.nz - we can't cancel your order, but we can try sort something out for you.
I can't find the album I want?
There's always going to be that one album (or ten) that you can't wait to add to your collection. If you're looking for something specific, contact front counter and we can see if a special order can be organised for you.
Do in-stock items and supplier items get shipped together?
We’ll automatically split your order at checkout if part of it ships from a supplier and part is in-stock. This means your order arrives in two separate shipments. An additional shipping fee applies for split orders, but you can avoid this by spending over our free shipping thresholds, $150 in New Zealand and $250 in Australia.
In-Store
When are you open?
You can find our opening hours by clicking here.
Can I listen to records before I buy them?
For most secondhand records, yes! Ask the team and we'll set you up at a listening station in-store.
How would I go about selling my collection?
1. Bring your unwanted LPs, CDs, DVDs or tapes in store with valid ID
2. Our traders will value & assess the condition of your items
3. We'll offer you store credit or cash for your trade
4. Go buy what you want!
Anything from a single title to whole collections. We don't usually need Easy Listening or NZ classical pressings, but bring any part of your collection in and we can take a look.
We’re looking for titles that are in demand, in good condition, and especially those of which we don’t already have more than we need. We may not offer cash for CD or DVD trades, only fast-selling titles or good quality/rare vinyl in good condition.
Please call the trades counter to see if it is worth your while doing a trip to see us (09) 302 3951
For second hand trades enquiries trades@realgroovy.co.nz
For second hand vinyl trades enquires: vinyl@realgroovy.co.nz
Click here to get the full run down about selling us your collection.
Do you have staff that can help with audio gear?
Yes, we’ve got audio specialists on the floor who can help with turntables, speakers, amps, cartridges, and all the setup basics. Whether you're upgrading or buying your first setup, the team can point you in the right direction.
What in-store events are coming up?
We list all our upcoming events here. Make sure you sign up to our weekly email to stay in the know.
Can I buy physical gift cards?
Yes, you can buy physical gift cards in-store. Just chat to the team at the counter and we’ll sort one on the spot.
Why don't I get points on secondhand items?
Secondhand items don’t earn points for the first four weeks because they take a lot of work to sort, clean, test, and price, and they usually sell fast. After that initial period, they do earn points just like everything else.
Where's the sale section in-store?
We have big ol' sale section in-store, turn right once you're off the escalator and you'll see the crates at the end of the record wall.
Other secondhand stock, that is all cleaned & graded, is categorised by genre and in the general record bins.
Can I put something on hold in-store to buy online?
No, we don't hold items to purchase online. There are a lot of crate diggers in-store and, to make sure that access to stock is consistent and fair, we can't put something on hold for you to buy later.
However, if you want to check out an item in-person, call the store team on 09 302 3940 to secure a 48 hour hold on the item.
How are secondhand items graded?
All secondhand product is guaranteed to play-through with a quality set-up. We clean each secondhand record in-store before it is graded.
Any major play-through issues, or writing/damage to the cover will be noted in the title of a secondhand record.
Our secondhand vinyl are graded with the Goldmine Grading System. Check out our Secondhand Grading Explained blog, to see how it all works. Please ensure you understand the basics of this system before purchasing a secondhand record from us.
Do prices differ online vs in-store?
The store and website function independently, so if you spot a great deal, snatch it up! We do not price match in-store items.
Pricing on items imported by Real Groovy will be dependent on supplier availability and exchange rate fluctuations.
Can I use my in-store voucher online?
No, our in-store gift vouchers cannot be used online and vice versa.
If you have an in-store gift voucher you would like to convert to an online voucher, you will need to either:
- bring the physical voucher in-store, or
- ship this back to us at your own expense.
RG Club
Do i have to pay to join the club?
Yes! It's a one off $5 fee for a lifetime membership. You only need to spend $100 per year for it to be worth it. Add membership to cart and start earning points now.
Are in-store and online points the same?
Most of the time, yes. However, some double and triple points promotions offered online do not apply in-store, and cannot be used in conjunction with any marked-down in-store items.
How do i earn rg club points?
Create an RG Club account for free and then place your order. $1 spent is 1 point earned on eligible items. All products will state if they earn club points on the product page and in the cart.
Make sure you're logged in and using the same email when you're checking out so that every time you shop at Real Groovy, you’re earning points. Check out the RG Club Page to see other ways you can earn points!
How do i redeem points?
Once you hit 200 points, your points will automatically convert to your reward and apply at the checkout, so you don't need to do anything.
Do my points or rewards expire?
Your points won't ever expire, but your rewards will expire after 2 years, so make sure you use up those bad boys up straight away.
How do i redeem my points in-store?
If you have an RG club membership but don’t have a physical card, just ask for one at the front counter. They’ll issue you an RG Club card so you can earn points on your in-store purchases. Please remember to bring this card for all future in-store transactions.
Can I change my email address?
In some circumstances, we can! Reach out to us at help@realgroovy.co.nz and we will sort something for you!
Where can i see my points balance?
Simply login here and head to your profile section in your account. You will find you points balance at the top and you outstanding rewards at the bottom.
If i signed up in-store, will my membership work online too?
If you signed up in-store, the team will have created your account and synced your points to your online profile. Your in-store purchases count toward your online membership (and vice versa) as long as you’re using the same email address.
Try signing in with the email you used in-store to check your membership. If you’re still having trouble, contact us for help.
Can i earn points on any item?
You can gain points on almost all items at Real Groovy. There are some exclusions, including:
- Certain secondhand items in their first 4 weeks
- Certain audio deals and Hi-fi equipment
- Freight costs
- RG Club Membership
- Paying with a voucher, although if your purchase excludes the voucher amount you will gain points for the amount paid.
- Purchases made through any third party site or event such as Trade Me and pop up stalls.
All products will say whether you are able to earn club points.
If i pay using my reward, do i still earn points?
No, you don’t, you cheeky bugger. You earned the reward by collecting points, so you won’t earn points on the reward itself.
How do i know how close i am to my next reward?
You can check your progress anytime by logging into your account. Your points balance and how many points you need until your next reward will be shown in your RG Club profile section online. In-store you can just ask at front counter and we can look you up and let you know.
Can i split payment, using a reward and another payment method?
You sure can, but you won’t earn points on the reward portion of the split payment.
Do I earn points when I use a reward?
No, you won’t earn points on the portion of your order paid with a reward.
Do I earn points when paying with AfterPay?
No, you won’t earn points when you use AfterPay as a payment type.
Promotions
Do you have a sale section?
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Do you run double points promotions for RG Club?
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What is Record Store Day?
Record Store Day is a global celebration of independent record stores, and Real Groovy is one of the biggest participants in New Zealand. It happens once a year and features exclusive limited edition vinyl releases, early openings, special in-store deals, and often live music or DJs.
We bring in a huge range of official Record Store Day titles, pressed in small numbers and only available through indie stores like us. Stock is first come, first served and once it’s gone, it’s gone.
It’s the biggest day of the year for vinyl lovers with rare records, good vibes, and a store full of music fans hunting for something special.
How do I use a promo code?
Enter your code at checkout in the discount box. If it’s valid, the discount will apply before you pay.
Why isn’t my promo code working?
Check the expiry date, minimum spend, and any product exclusions. Codes also only work once per customer unless stated otherwise.
Can I use more than one promo code on an order?
No, only one promo code can be used per order.
Do promotions work in-store as well as online?
Some do, some don’t. The promo details will say where it applies.
Trades
What items can I sell or trade?
You can bring in your unwanted LPs (vinyl), CDs, DVDs or tapes for assessment. We typically look for titles that are in demand and in good condition.
Do I need to bring ID with me?
Yes, valid photo ID (like a driver’s licence or passport) is required to sell or trade items.
Where do I take my collection to trade?
Bring your items into the Real Groovy store where traders will value and assess them. 19 Victoria Street West, Auckland CBD, New Zealand.
What determines how much I’ll be offered?
Offers are based on condition, demand, and title rarity. Fast-selling or high-quality vinyl often receives higher value.
Can I get cash for my items?
Cash may be offered, but isn’t guaranteed, especially for CDs and DVDs. Often store credit or trade value is offered instead.
Can I trade items by mail or courier?
Yes, we accept items by courier or post if you include your contact details. Please email or phone ahead before sending us anything.
Will you take my whole collection?
You can bring anything from a single title to an entire collection, and we’ll assess it, even if some genres aren’t preferred.
What if my item is in poor condition?
Poor condition items may be declined, or offered less value. For example, scratched CDs or damaged LPs may not fetch much. (Inferred from condition-based assessments.)
Do trade policies differ for vinyl vs CDs/DVDs?
Yes, Real Groovy may be more selective with CDs and DVDs and might only offer cash for fast-selling or high-quality titles.
How do I find out more before I come in?
It’s recommended to call the trades counter (09) 302 3951 or email trade enquiries to check if it’s worth bringing items in.
Free Weekend Parking
Where is the free weekend and holiday parking?
The free parking is now at the Victoria Street Carpark, near Albert Park in Auckland. Get Directions
How do i get the free parking?
When you make a purchase in-store, ask someone at front counter and they will give you a parking voucher that you redeem at the payment kiosks in the Victoria Street Carpark.
How much free parking do i get?
You will receive:
a $2.50 voucher with any purchase, or
a $5 voucher if you spend over $70.
Do the parking vouchers work on the at parking app?
No, the vouchers cannot be redeemed on the AT parking app. They must be used at the physical payment machines in the carpark.
Where exactly do i use the voucher?
Use your voucher at the payment kiosks in Victoria Street Carpark, not on any parking app or other carpark.
How do i access the victoria street carpark?
The Victoria Street Carpark entrance is on Kitchener Street and you exit via High Street. There may be some roadworks nearby but you can still drive through.
Can i use the parking voucher on weekdays?
No, the free weekend parking program applies on weekends and public holidays at Victoria Street Carpark only.
How long can i park for with the voucher?
The voucher value ($2.50 or $5) applies toward your carpark fee, how long that lasts depends on parking rates at the carpark. (Specific time limits aren’t listed on the page.)
Can i get parking free if i’m just picking up online orders?
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What if i lose my voucher?
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