Same/Next Day Dispatch in NZ
20% OFF All Gifts

Covid Shipping Notice

During Covid Alert levels 1,2 & 3 we are still manufacturing and shipping all gifts including personalised gifts as per our normal shipping terms and conditions.

At this time we are not expecting any delays in processing your orders and the courier companies are collecting from our location twice a day.

Frequently Asked Questions

Below you will find the answers to our most frequently asked questions.

Simply select an option from the drop down below to narrow your search by category or scroll down the page to view all questions and answers:

FAQ Quick Finder

General FAQ's

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Do you have a shop where I can view your products?
No, we are an online store only. This allows us to minimise our costs and pass that saving on to you our customer.
Are you a New Zealand based business?
Yes we are a New Zealand based and registered business which was establish in 2009. We hold stock of all products in Auckland ready for same day or next day dispatch.
Do you have stock in New Zealand?
Yes, all items on our website that display the "In stock" status are in stock in New Zealand and ready for same day or next day dispatch.
I want to send a product as a gift. Can you remove the invoice and put the item in a gift box?
We do not issue invoices or delivery notes with our packages. The purchaser will receive this information via email. If you purchase a gift box with your item the item will be placed in the gift box.
I want to order a personalised gift, how long does it take to make?
All personalised products are made the same day for orders placed before 4:30pm Monday - Friday. Orders placed after 4:30pm or on a weekend will be made the following working day.
Can I place an order by phone?
Yes, visit our Contact Information page for our phone numbers.
Do you offer any guarantees on you products?
Yes, we offer a 12 month replacement guarantee on all products and as a New Zealand owned business you are also covered by the Consumer Guarantees Act when purchasing any products from us. Please see our Returns & Refunds information page for more details.
Can I collect my order from you?
No, we are an online only business. We do offer next day delivery depending on what time you place your order. Please see our Shipping Information pagefor more details.

Shipping FAQ's

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How long does delivery take?
Orders placed before 2pm on a working day (Mon-Fri) are shipped the same day. Orders placed after 2pm (Mon-Fri) or on a weekend are shipped the following working day (Mon-Fri). All purchases are sent via NZ Posts Courier Post service, which is New Zealand's largest courier network and they have a targeted delivery schedule of next working day (Mon- Fri).
*Next day delivery is the courier companies targeted time frame. Whilst the vast majority of packages we send are delivered within this time frame we have no control over this process and can not offer any guarantees or refunds for packages taking longer to arrive. RD Rural address may take an additional 24 hours to arrive.
How much does shipping cost?
Shipping costs vary depending on which product you purchase, please visit our Shipping Information page for full details on costs and more.
Do you ship to all parts of New Zealand?
Yes we do. We ship to both North & South Islands, RD Rural addresses, PO Boxes and offshore New Zealand Islands.
Do you ship internationally?
No, unfortunately we are unable to offer international delivery.
Can I collect from your location?
No, we are an online only business. We do offer next day delivery depending on what time you place your order. Please visit our Shipping Information page for full details on costs and more.
Do I need to be home to sign for my package?
No, packages are not sent with a signature required so the courier will either leave it in your mail box or leave a card to call.
Can I track my package once sent?
Yes, your package can be tracked 24/7 online via NZ Post & Courier Post website or via your account on our website if you create one at checkout. You'll also receive a shipping confirmation email with this information and a tracking link once we have processed your order.
What happens if my package gets damaged before I receive it?
Your order comes with a replacement guarantee if it is damaged in transit in any way. To receive a replacement product you must contact us within 24 hours of delivery and provide photos of the damage and your order details. The damaged item may also have to be returned to us, we will advise of this upon receipt of the photos. The replacement item will match the original order 100%, no changes can be made to items we replace due to damage in transit.
I'm sending my items as a gift, can you remove the invoice from the package?
We do not issue invoices or delivery notes with our packages. You will receive this information via email when you place your order. You can also access your invoices at any time by creating an account on our website.

Personalised Product FAQ's

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Do you have a shop where I can view your products?
No, we are an online store only. This enables us to minimise our costs and pass that saving on to our customers.
If I order a personalised product how long does it take to make it?
All personalised products are made the same day for orders placed before 4:30pm Monday - Friday. Orders placed after 4:30pm or on a weekend will be made the following working day.
Is it possible to make a small change to the wording on one of your personalised products?
Yes, we can make any changes to all our personalised products and in most cases this can be done FREE of charge. Please contact us first at [email protected] and supply the product code along with the changes required and we will advise.
I placed an order for a personalised product and made a mistake can I change the details after placing my order?
If you contact us before we have made your product then yes we can make changes. If your product has been made then unfortunately we are unable to make any change. Please contact us immediately by email or speak to one of our team if you have placed an order and made a mistake.
Can I send you a custom design to have put on to one of your products?
Yes, we can apply any custom design, text etc. to all of our personalised products. Please contact us first for more information on options and costs.
Can you supply bulk products which are personalised?
Yes, we can customise any of our products as required and offer bulk discounts. Please contact us for more information on options and costs.
Does your company do the personalisation of the product or do you use a 3rd party?
We carry out all personalisation of products ourselves and use industry leading machines and techniques to ensure a very high quality finish which will last for years to come.

Existing Orders FAQ's

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I placed an order but haven't received a confirmation email?
We send out a confirmation email instantly when an order is placed. If you do not see this email in your inbox please check your spam and junk folders. If you find our email has gone in to your spam or junk folder please move it to your inbox and add our email address to your safe senders list. If you do not see our email in any folder please contact us as it's most likely due to an error being made when entering your email address at checkout.
I've placed an order, when will I receive my shipping information?
All shipping information is emailed once your order has been packaged and is ready for collection by the courier company. Orders placed before 2pm Monday - Friday will receive their shipping information and tracking link the same day. Orders placed after 2pm Monday - Friday or on a weekend will receive their shipping information the following working day (Mon-Fri).
I entered my address wrong on my order can I change it?
Yes, as long as your item has not been shipped out this can be changed. If you have received your shipping information from us your item may have been collected and you will have to contact the courier company directly using the contact information in the shipping email we have sent you.
I want to add another item to my order, do I need to place another order?
If your original order has not been shipped then we can simply add the additional item to your original order and charge you the balance. You will need to contact us via email or phone to do this. If your item has already shipped you will have to place another order online or contact us to place a new order.
I placed an order for a personalised product and made a mistake can I change the details after placing my order?
If you contact us before we have made your product then yes we can make changes. If your product has been made then unfortunately we are unable to make any change. Please contact us immediately if you have placed an order and made a mistake.
Can I cancel my order as I've changed my mind?
If your order is not a personalised item and we haven't shipped it then you may be able to cancel with no additional costs and receive a full refund. If your item has been shipped we are unable to cancel the order. If your item is a personalised one then we can only cancel this order if we have not produced the item. You will need to contact us asap to see if a cancellation is possible and if there are any cost implications.

Sending Gifts FAQ's

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Can I add a gift message to my package?
Yes, you can add a FREE gift card with a message up to 200 characters in length. This option is available in the shopping cart area before you proceed to the checkout area.
Can I ship my item directly to another person's address?
Yes, at checkout you can choose a different delivery address to your own billing address. This option is available under the section where you select your payment method.
Can you gift wrap or box my order?
Yes, every product on our website has the option for either gift wrapping or a gift box. These option can be found on the product page itself when creating your product.
I've left it until the last minute to buy my gift, how fast can you have it delivered?
We offer the option of next day delivery. Please see the FAQ's for shipping for more detailed information.
Do you send an invoice with the package as I'm sending it directly to the person it's for?
No, we email all details and invoices directly to your email address and do not send these out with the package.
If I purchase a gift box do you put the items in the box?
Yes, all items are placed in the gift boxes if you purchase a box.

Reward Point FAQ's

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I've placed an order but haven't received any rewards points when I look at my account?
Reward points are only issued once your item is shipped. If your item hasn't been shipped yet you will not see any reward points in your account.
Do I need an account to receive reward points?
Yes, an account is required so we can register your rewards and also inform you when they are close to expiring.
Do reward points expire?
Yes, rewards points expiry 60 days after you receive them. We will notify you via email several days before they expire to give you a chance to use them.
Can I exchange my reward points for cash?
No. Valid reward points can only be redeemed again the cost of a product on this website.
Can I add extra money to my rewards to purchase a more expensive item?
Yes. Refer to the FAQ 'How do I use my reward points?' below.
How do I use my reward points?
To use your reward points you must first login to your account on our website and then add any item to your cart. If you are not logged in to your account our website can not associate your reward points with your cart. Once logged in and you have an item in your cart you will then find the option to redeem some or all of your reward point in the cart area. Reward points can only be applied in the shopping cart page and not the product page or checkout page.

Product Guarantees & Returns FAQ's

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Can I cancel an order I placed on your website?
If your order is not a personalised item and we haven't shipped it then you may be able to cancel with no additional costs and receive a full refund. If your item has been shipped we are unable to cancel the order. If your item is personalised then we can only cancel this order if we have not produced the item, if your personalised product has been made you are unable to cancel the order. You will need to contact us asap to see if a cancellation is possible and if there are any cost implications.
What happens if my package gets damaged by the couriers and arrived damaged?
Your order comes with a replacement guarantee if it is damaged in transit in any way. To receive a replacement product you must contact us within 24 hours of delivery and provide photos or the damage and your order details. The damage item may also need to be returned to us, we will advise once we have received the photos. The replacement item will match the original order 100%, no changes can be made to items we replace due to damage in transit.
Do you offer any guarantees on your products?
Yes, we offer a 12 month replacement guarantee on all products and as a New Zealand owned business you are also covered by the Consumer Guarantees Act when purchasing any products from us. Please see our Returns & Refunds information page for more details.
Can I return my product for a refund if I don't like it?
If you've purchased a personalised product or an item containing food or toiletries then unfortunately we can not offer a refund or return. If your product is not personalised and does not contain food or toiletries then we may be able to offer a refund, less the cost of delivery. Please email us ASAP at [email protected] and explain why you would like to return the item and your order details. Please see our Returns & Refunds information page for more details.

Submit Your Own Question

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If you cannot find the answer to your question above please complete the short form below and we'll email you back asap.

Questions are usually answered within 30 minutes when submitted Mon-Fri between 7.00am-5:30pm

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