Business as usual from our new shop location. See you at 12 Carr Road, Three Kings, Auckland 1042. Thank you.
How can we help?

FAQ

Ordering

What size should I buy?

If you’re not quite sure which size is right for you, refer to our size guides. Most of the size charts are added for respective products.

Can I cancel my order?

We completely get it, we change our minds too ! While we wish could, once an order is placed, for some clothing items, we are unable to accept returns as we cannot resale those items.

For sports items, provided they are still in original packing and labeling, we may be able to provide an exchange or hold the amount in Credit. But we do not provide a refund.

As a reminder, customer should arrange and pay for the items to be sent back to us for credit or upgrade. Domestic return shipping of the replacement item to the customer is free.

Warranty

What is the warranty on English Willow Cricket bats?

From the date of purchase, we offer a 3 month (90 day) repair or replace warranty but do not provide refunds. This is applicable to bats that are prepared by us before it’s put to regular use. For English Willow bats that are prepared by us and if they break horizontally i.e. "across the face" in the playing area below the front stickers within the first 3 months due to manufacturing fault, then we will repair or replace it for free.

Repair or Replace option will be at our sole discretion. We highly recommend that all bats are knocked in and bat facing put on them before using them. We provide this service to oil and knock in the bats. This ensures the bats are ready to play and is a safe and proven method that replicates mallet knocking.

The warranty does not include issues or damage to edges (both inside and/or outside), toe cracks or handle breakages as that can be caused due to playing with inappropriate / hard balls, hitting a yorker or bat impacting the ground while doing so or improper grounding between running between the wickets, or by leaving the bat in car boot as that dries the willow.

Damage caused due to usage associated with facing bowling machine balls is also not included as it is not a manufacturing fault.

Repair and replacement does not include additions or enhancements done on the bat like bat being sanded down to reduce weight.

If it is decided to replace the bat, the costs associated with knocking in and/or adding the anti-scruff face on the new bat may be charged to the customer.

What is the warranty on Hockey Sticks?

From the date of purchase, we offer a 12 month repair or replace warranty for carbon fiber sticks that are 36" and above.

Wood and fiber glass sticks have a 3 month warranty from date of purchase.

We do not provide refunds.

Warranty is applicable if a stick breaks in half provided it is not an intentional damage or breakage due to stick hitting against another stick or impact against a goal post or ground.

Warranty claim will be approved only after inspection by us.

In the field of play while at practice or playing competitively, hockey sticks can hit on each other or against a hard surface and sometimes the surface colour / top layer may chip, however, and it is important to know that this is merely cosmetic and does not impact or affect how the stick plays or compromise the performance in any way.

The warranty does not cover surface chips in the finish and we do not offer repair, replacement or refund of sticks because of the chips which can be due to hacking or impact with other hard surface.

What is the warranty on pads, gloves, bags etc?

From the date of purchase, we offer a 3 month (90 day) repair or replace warranty and do not provide refunds for gloves, batting pads and kit bags.

The repair or replace warranty covers manufacturing faults only.

Tear or rips caused due to friction with the ball seam, rough use, slides, diving etc is not a manufacturing fault and not covered under warranty.

Kit bag zip is not included in the warranty at all.

Shipping, Returns & Exchanges

We use all major carriers, and local courier partners. You’ll be asked to select a delivery method during checkout.

What is the shipping policy?

Once your order is placed, you will receive a confirmation email letting you know that our fulfillment team has received your order. Once your order is fulfilled, you will receive an email notification with your tracking information. Shipping fees are non-refundable in the case of returns.

What are the delivery time frames for orders?

DOMESTIC

All domestic orders, if the items are in stock, are dispatched next working day. We endeavor to dispatch all orders within a day or receipt.

Within NZ, we use reputed courier agencies like NZ Post, PostHaste, Aramex and the standard delivery time frame is 1-2 days for North Island and 2-3 days for South Island. Rural delivery may take an extra day or two depending on local rural delivery runs.

INTERNATIONAL

We use DHL EXPRESS or NZ POST for all international shipping. Please email is to get a firm quote for International shipping and we will send you an invoice to pay for goods including shipping costs. Goods will be sent once invoice is paid in full.

Where applicable, for orders more than $200, we will email you the tracking number and website details to track your consignment.

Delivery times are indicated only and will be confirmed once consignment is handed over. International orders may be subject to payment of local customs duties payable by the receiver / customer in the receiving country.

The customs duty and and other charges if applicable to the consignment by the local customs authority are to be paid for by the receiver / customer.

GENERAL TERMS

We will do all we can to ensure the consignment is delivered to you in perfect condition and on time. Delivery prices are calculated based on weight and are subject to change.

Courier services do not accept deliver to Post Office boxes and signature may be required in some cases. The consignment become the recipient's property and responsibility once they have been signed for at the time of delivery.

Please contact us in 7 days for domestic orders and 15 days for international orders if your consignment is not delivered to you or has transit damage so corrective action can be taken.

Do you ship overseas?

Yes, we ship all over the world. Shipping costs will apply, and we will confirm the costs once items are packed and we get firm quotes from DHL Express or NZ POST / EMS service. We will send you a separate invoice for payment of courier fees. Goods will be shipped once payment is received.

What is your Return Policy?

We like to offer you an experience that you will cherish so you can be confident while shopping at our store or via our website. You can return the item/s you purchased if you are not 100% satisfied for any reason within 7 days of the delivery. Once we receive the item you have returned, we will provide you with an option to exchange or refund the money as per following criteria;

  • Goods must be returned to us are in same condition, packing and tags that were attached to it.
  • All returns must be supported by copy of invoice to support the purchase.
  • Items purchased at full recommended retail price listed on the website can be returned, exchanged, credited.
  • We do not offer exchange or store credit option for items purchased that were/are on ‘sale’ or ‘clearance’ at that time or purchased at discounted price.
  • Any exchange, store credit, refund will be confirmed on inspection of the returned goods.
  • If any item requires repairs, depending on the extent of repairs, they may be carried out at our store or at a repair facility located elsewhere. If we conclude that repairs cannot be carried out and the item is still within the warranty period, we will offer an exact or equivalent replacement product.
What if I change my mind?

We request you to choose carefully as we do not have to provide a refund if you have changed your mind about a particular purchase but we will work with you for a mutually acceptable resolution.

In an unfortunate case, if you face any issues with our products, as a retailer / distributor we are committed to work with you to resolve the matter and ensure a mutually acceptable decision is made. This will include considering replacing or repairing either free or at a nominal cost depending on what we decide based on our discussions.

If a mutually acceptable resolution is not reached, we may decide to refund the costs for the goods only excluding courier and service costs like bat knocking in, pressing, anti-scruff face, oiling etc. or any other paid repair work done.

More about the Cricket bat

Some useful tips and details about your cricket bat.

How do I select the bat?

When looking at a new bat, balance or pick up of the bat is most important point to note. It is the balance and pick up of the bat, which really counts in play rather than its weight on weighing scale.

There are recommended sizes of bats but it's best to pickup and select one that you can use comfortably.

What is bat knocking in?

Knocking In is the process by which the fibers of the willow in the face and edges are compressed and knitted together to form a strong outer resistance and a shield to the impact of cricket ball.

The Knocking –In process should be done carefully and thoroughly as the life and the performance of your cricket bat is determined by it to a large extent.

It's a process that involves striking on the face of the bat and edges using ball mallet or quality old ball. Increase the force gradually until the blow is as hard as a ball hits in a game.

Next step is a trial run of using the bat in nets or short catches with an old leather ball. This step should perform for at least two hours. Then test the bat against newer quality balls. If there are seam marks or dents please go back to the knocking step. However if there are no seam marks on the blade then it is ready for use in matches. Never knock on the back of the bat. For best results, please knock the bat at least 10 days before its use in a match.

We strongly recommend oiling and knocking in the bat on our automated purpose built bat knocking in machine.

This delivers 10,000 to 20,000+ knocks on the playing area of the bat which ensures a gradual and consistent knocking in of the playing surface.

What is bat oiling and why is to recommended?

English willow is dried before the bats are made. Oiling overcomes that issue. The main purpose of oiling is to maintain moisture levels within the blade.

Also, after a period of use a bat may start to show signs of dryness making some of the surface cracks protrude. When this happens just give the bat light sanding removing extra dirt from the surface.

Then, below the front logo / sticker, apply very light coating of raw-linseed oil or special cricket bat wax onto hitting areas of the blade.

Allow the bat to lie horizontally. Add another coat of the oil on the bat if you see the surface dries too quickly.

Never oil the splice or the shoulder of the bat.

What are the typical issues you may face with a bat?

SURFACE CRACKS

These are small cracks, which appear on all bat after a period of use. Their appearance on a new bat is direct result of the bat being under prepared i.e. not properly knocked-in or may be due to use of low quality, hard cricket balls.

All bats will show surface cracks, THIS IS NORMAL. The main aim of knocking is to delay these cracks for as long as possible.

EDGE CRACKS

These cracks are not results of faulty workmanship or defective willow. They appear due to use of under prepared bat or mistimed strokes during the play.

Sometimes such strokes are unavoidable and therefore it is wise to take precautions.  Both the above problems can be minimized by application of protective sheets to face and edges of the bat.

TOE CRACKS

Ideal area to hit the ball, of the sweet spot of the bat is approximately 5-10cm above the toe and 5-10cm below the sticker on the bat, depending on the size of the bat.

Toe is not as thick as the sweet spot of the bat and is hence more prone to damage. Striking of a ball at the base of the bat causes cracking of the toe. This can be due to hitting a Yorker. Such damaged caused must be immediately treated with application of some strong fast drying glue.

Terms and Conditions

Generic T&Cs

Acceptance of terms and conditions

Aquila NZ Limited trading as Lenco / Select / Freedom2play (herein referred to as "Aquila", "we", "us", or "our") provides the services contained on the website www.lenco.co.nz ("the Site") to the Users in accordance with these terms and conditions.

Anyone accessing the Site to either browse or buy a product or post a request for a product or service is referred to as "the User" of the Site.

Each time the Users access the Site, they confirm that they have read, understood and agreed to these terms and conditions. We may amend them from time to time at our sole discretion, and accordingly we recommend and expect that the Users check them on a regular basis.

By accessing the Site, the Users agree to be bound by these terms and conditions, including any amendments made to them from time to time.

General Services

This Site is an internet website which enables the Users to get details on various products and related services and information about those which are listed on the Site. Users can request additional information from us by submitting a query from the enquiry page.

We will not forward any personal details of a User (such as contact numbers, name, email addresses or any other information about that User, if provided to us) to any third party apart from what's required to be provided for legal purposes.

General Provisions

Intellectual Property

The images and logos used on the Site and the contents of the Site are subject to intellectual property rights which belong solely and exclusively to Aquila NZ Limited. Other products, brand names, logos, images and business names mentioned on the website are the intellectual property of the respective owners of those products and business names. Any rights not expressly granted herein are reserved. The Users agree not to breach any trade mark, copyright, patent, design or other rights in relation to all trademarks, information, images, logos and other intellectual property included on the Site. No logo, graphic or image from the Site may be copied or re-transmitted.

The Users agree not to download, copy, transmit, "data-mine", "scrape" or otherwise replicate any of the information appearing on the Site, its features, including comments, for any business or commercial purpose, whether by electronic or any other means whatsoever.

Governing Jurisdiction

This agreement is governed by the laws of New Zealand. The Users irrevocably submit to the jurisdiction of the Courts of New Zealand.

The Site is serviced by us from our offices in New Zealand. We make no representation that materials on the Site are appropriate or available for use in locations outside New Zealand, and we do not authorise access to such materials from any foreign territory where their contents might be illegal or prohibited under applicable laws of such territory. Assignment: We may legally assign any of our rights and/or obligations under these terms and conditions at any time by giving the Users and/or the Providers notice on the Site. Links to Third Party Sites: We are not responsible for the contents of any other website that has external links from or to aquila.co.nz, except where expressly stated.

Copyright Notice: Any such notice should be sent to Aquila NZ Limited, P O Box 24517, Royal Oak, Auckland 1345.

Warranties / Disclaimer

The Users expressly understand and agree that:

  • the use of the Site is at their sole risk. To the maximum extent permitted by law, we disclaim and exclude all implied conditions or warranties, including but not limited to any warranties of merchantability, fitness for a particular purpose, and non-infringement. we do not warrant that the services offered on the Site will be uninterrupted, timely, secure, or error free, or that any information (including feedback, blog, comments etc) provided on the Site is accurate, error-free or reliable.
  • we do not warrant the accuracy, adequacy, quality, currency, validity, completeness or suitability of the services or any other information available on the Site for any purpose. The Site and its services are provided on an "as is" and "as available" basis. although adequate care will be taken, we do not warrant that the website will be free of infection by viruses, worms, trojan horses or anything else containing destructive properties, although we will make every attempt to ensure that no such items are transferred from this website.
  • detailed warranty terms are as listed under "FAQ's and Help" section of the website which the user confirms reading and accepting.
  • we are not legally bound to replace, repair or refund for products that have been used and thought to be faulty unless the manufacturer or supplier of the product authorizes such a claim post inspection of the damage or fault with the product.
  • the User undertakes to return any product thought to be unsatisfactory immediately for our inspection.
  • all replacement or refund decisions will be to our sole discretion.
  • in no event shall we be liable for any loss sustained by the User arising out of or in connection with the use or performance of the Site by the User whether direct or indirect, including without limitation loss of profit, loss of data, loss of business or anticipated savings, any damages, and any consequential and incidental loss whether at law or in tort or otherwise.

Indemnity

The Users agree to indemnify us and our suppliers, agents and representatives and to hold them harmless from any and all claims and liabilities (including legal or any other fees) which may arise from their breach of these terms and conditions.

Privacy Policy

  • The Privacy Act 1993 applies to the collection, use, storage and disclosure of information that is provided to us when accessing the Site.
  • Any information that is provided to us by the Users when accessing the Site is collected and stored by us. We will only collect that personal information which is given to us by the User for our business functions and activities, or to comply with legal or regulatory obligations.
  • We may collect, use and disclose such personal information for a range of purposes. The information we collect could be used for any of the following purposes:
  • We use a variety of security protocols to safely store your personal information.
  • All credit card payments are processes securely by our payment Gateway provider (PayPal / eWay / DPS, as applicable). We do not store any credit card details on our website at all.
  • The Users may contact us to request access to any information that we hold about them, or to ask us to correct or update that information if required.
  • We will release information held by us only if we reasonably believe that such release is appropriate to comply with law, to enforce or apply our terms and conditions, or to protect our rights and that of our users, or others.

Deferred Payment Facility

In the event where a customer has purchased goods on an agreed Deferred Payment facility and stops paying, we will make TWO (2) attempts to contact the customer via email or phone (provided the email and/or contact number is available) 1 week apart commencing from 2 weeks after the payment was due. If we do not get a reply and customer does not start paying the amount immediately, we will have to refer the payment default to a Debt Collection agency and/or law firm.

In the event where the overdue account is referred to a collection agency and/or law firm, the customer will be liable for all costs which would be incurred as if the debt is collected in full, including legal demand costs.

Overdue accounts will be subject to interest at the rate of 13% p.a., calculated for the period the account is due until date it is paid.