Got a question? Here's some of our must common customer queries...
- Can I return my order, or items from my order?
- I didn’t receive my $5 coupon for signing up to the newsletter
- Can I add Gift Wrap or a message to my order?
- Will you include an invoices or receipts in my parcel? This is a gift.
- Can I pay by Bank Transfer?
- I can’t reset my password
- I’ve placed my order but I didn’t receive an order confirmation email
- Can I pick my order up instead of having it couriered?
- How do I find my tracking number?
- When will my order arrive?
- My $5 Coupon won't work
Can I return my order, or items from my order?
Just call or email us and let us know whether you would like to exchange the gift or receive a refund for the item’s value within 90 days of receiving the gift if you’re in New Zealand, or 120 days if you’re an international customer.
For more information, check out our Returns & Exchanges page.
I didn’t receive my $5 coupon for signing up to the newsletter
Your $5 coupon code should be automatically emailed to you when you sign up to our newsletter.
If you’ve already subscribed, this email will not be triggered. Otherwise, please check your junk or spam folders as sometimes they get caught in there.
To avoid this in the future, be sure to add firstname.lastname@example.org to your email contacts.
If you still can’t find the email, please email us at email@example.com and we will get it sorted.
Can I add Gift Wrap or a message to my order?
You sure can. Once you’ve got your items in the cart you will have the option to add gift wrap to that item. If you would like to wrap your whole order together, you can select gift wrap on one item and choose an 'All Items in Cart' gift wrap option.
From this list you can choose a gift bag ($3.95) or premium wrap ($5.95) and there is a space to include a personal message which will be handwritten on a gift tag.
For more information, visit our Gift Wrapping page.
We understand that a lot of our gifts are sent directly to the recipient so not to worry, we never include any details of prices in any of our packages.
All of this is emailed directly to the email address used to place the order.
Can I pay by Bank Transfer?
Yes, Internet Bank Transfer is one of our payment methods for New Zealand customers.
When you place your order, just choose Internet Banking/Bank Transfer as your payment method. Once you confirm your order you will emailed an order confirmation which will include our bank details (or you can find them below).
Please put your order number in the reference field so we know the payment is from you. Your order number will be emailed automatically to you after you place your order.
Unfortunately, we do not offer Bank Transfer as a payment option for International Customers due to bank fees which aren’t calculated until after payment is made which makes this too complicated.
I can’t reset my password
If you have an account with us and forget you password, you should be able to reset it by clicking on the ‘Forgot Password’ link underneath account login.
Firstly, make sure you definitely have an account. You can place orders and be subscribed to our newsletter without having an account. If you’re not sure, try creating an account with that email address, it will let you know if there’s an existing account and won’t let you create a new one - create account.
If it’s still not there, get in in touch with us on firstname.lastname@example.org and we can reset it for you!
Sometimes there is a little bit of a delay on these but they are normally pretty instantaneous so firstly, check your junk/spam folder (and your Promotions tab if you’re a gmail customer) as they sometimes end up there.
If you can’t find it, get in touch with us on email@example.com and we can send it again.
Can I pick my order up instead of having it couriered?
For our Christchurch and Canterbury customers we do have the option to Click & Collect from our warehouse in Casebrook, Christchurch.
The option for Click & Collect as a shipping method is triggered by the city on the shipping address of your order. It will offer this automatically when the city is Christchurch, or some local towns.
We’ve tried to cater for as many local towns as we can, but sometimes yours might not be included in the list so it won’t offer Click & Collect. Just change the city field in your shipping address to ‘Christchurch’ (full word, not Chch) and then in the next step you should see Click & Collect as an option.
Our office is open Monday to Friday, 9am to 5pm and is located at Unit 2, 150 Cavendish Road, Casebrook, Christchurch. Please bring a copy of your order (which will be emailed to you immediately after you place it) when you come to collect it.
How do I find my tracking number?
You should receive email updates which will include your tracking number and will send you updates as your order moves through the system.
The first shipment email will be directly from us and will include your tracking number, the following updates are triggered by your order being picked up by Courier Post.
If you know your tracking number but are not receiving tracking updates, you can track your parcels progress here: https://www.courierpost.co.nz/track/track-and-trace/
If you can’t find your tracking number, please get in touch on firstname.lastname@example.org and we can send you a tracking link.
When will my order arrive?
Shipping timeframes are as follows:
- Standard: 2-3 working days
- Urgent: Next working day
- Rural: 3-5 working days
- International: 3-10 working days (Currently Unavailable)
Please note, orders placed before 1pm will be dispatched on the same day. Orders after 1pm will be dispatched the following day.
You can also track your parcel using the tracking number which will be emailed to you as soon as your order is picked up from us. (*How do I find my tracking number?)
My $5 Coupon isn't working
Your $5 Coupon for signing up to our newsletter can only be used once per customer, and will only work on orders over $20.
Make sure you're popping the code in the Coupon Code box in the cart or checkout not the Gift Voucher Code box, otherwise it will not work.