FAQS
Frequently Asked Questions (FAQ)
Welcome to the NZGift Help Center. Here you can find answers to the most common questions regarding our products, shipping, and policies.
📦 Shipping & Delivery
Q: How long will it take to receive my order? A: Delivery times vary by region:
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East Asia (Korea, Japan): 3–10 business days.
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North America, Australia, Europe: 3–14 business days.
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All orders are shipped via DHL or NZ Post with full tracking provided.
Q: Do you ship to my country? A: We ship worldwide! However, certain items like Honey have strict regulations. Please refer to our [Shipping Policy] for a list of restricted countries for specific products.
Q: Will I have to pay customs duties and taxes? A: Yes, any customs duties or local taxes are the responsibility of the customer. For eligible countries, we offer a Prepaid Duty service via DHL to make the process smoother.
🍯 Product Information
Q: Are your honey products 100% authentic New Zealand honey? A: Absolutely. All our honey products, including Manuka honey, are sourced directly from New Zealand and meet all government export standards for quality and authenticity.
Q: Can I ship more than 2kg of honey to China or the EU? A: Due to strict import regulations, honey shipments exceeding 2kg cannot be sent to China or the European Union. Please check our [Shipping Policy] for more details on honey restrictions.
🔄 Returns & Cancellations
Q: What is your return policy? A: You can return unused items in their original packaging within 14 days of delivery. A 5% restocking fee will be deducted from your refund, and return shipping costs are the responsibility of the customer.
Q: How do I cancel my order? A: If your order hasn't been shipped yet, we can cancel it for a full refund. Please contact support@nzgift.com immediately with your order number. Once shipped, the standard return policy applies.
Q: I received a damaged item. What should I do? A: We are sorry for the inconvenience! Please take a photo of the damaged item and the packaging, and email us at support@nzgift.com within 48 hours of receipt. We will resolve it for you as quickly as possible.
đź’ł Payment & Security
Q: What payment methods do you accept? A: We accept all major credit cards via Shopify Payments, as well as PayPal and other trusted local payment providers.
Q: Is my personal information secure? A: Yes. We use industry-standard SSL encryption to protect your data. Your credit card information is processed securely through our payment gateways and is never stored on our servers.
✉️ Contact Us
Still have questions? Our customer support team is happy to help!
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Email: support@nzgift.com
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Hours: Monday – Friday, 9:00 AM – 5:00 PM (NZT)