We are pleased to be able to offer purchases from our online store under these conditions during these times. Please note the regulations are changing daily and we will try and keep you up to date.
Covid 19 Delivery Conditions: This is how we are continuing our online and orders to supermarkets at this time.
- We have a cool room and shop full of stock (we won't have anyone on premises making any). Only one person is allowed in our premises at a time and strict washing hands policies and hand sanitising policies are adhered to..
- We are remaining in our 'bubbles' and literally leaving our houses, arriving at our premises, remaining in isolation, dispatching orders and going directly home again.
- As this is the case, we will only dispatch online orders, Monday's and Wednesdays.
- Orders received by 9am on Mondays will go out that day, the same goes for Wednesdays, depending on demand as we only have one person working at a time.
- Please allow for orders to take around 5 days, possibly longer as the time frames above are observed, our normal delivery time frames don't apply in this situation.
- All deliveries will be contactless, a 'Permission to Leave' label will go on all parcels, so if you are expecting anything please keep an eye out.
- As we aren't making anything during this time, we may go out of stock of something before we realise, we will contact you if this is the case and ask in advance for your understanding.
- We will be at the end of the firstname.lastname@example.org email if you need me, although it may take me a bit longer to get back to you than usual.
- We aren't able to gift wrap at this time as demand is so busy, our apologies for the inconvenience.
Deliveries within New Zealand
Deliveries within New Zealand are completed via a signature required courier.
Weekend are not available within New Zealand.
Same Day Deliveries
Please note our standard courier can not fulfill same day deliveries however our factory may be able to assist with same day Auckland deliveries.
To request a same day Auckland delivery using a 3hr or 75min Pace Courier, please phone our factory on 0800 00 2462. Same day deliveries outside of Auckland are not available sorry.
Delivery Time Frames – Auckland and North Island Main Areas
Auckland Metropolitan deliveries are generally completed overnight if received by 12pm the day before, however this can't be guaranteed, at present due to the extensive roadworks in the CBD parcels to Auckland central are taking longer and this can extend to 2-3 days.
Greater Auckland area deliveries are generally completed overnight if received by 12pm, however this can't be guaranteed, during peak seasons this can take 2-3 days.
North Island city/town deliveries are generally completed overnight if received by 12pm, however this can't be guaranteed, during peak seasons this can take an extra 2-3 days.
If you wish to receive your order overnight, you must place the order by 12pm the day before you wish it to arrive (excludes weekends). Orders placed after 12pm may not be packed in time to meet the end of day courier. Please note the overnight delivery time frame is not guaranteed so please allow an extra day whenever possible to avoid disappointment.
Delivery Time Frames – South Island Main Areas
City/town deliveries north of Christchurch are generally completed after 2 nights
City/town deliveries south of Christchurch are generally completed after 4 nights
Rural deliveries south of Christchurch are generally completed after 7 nights
Deliveries to all other rural are generally completed within five working days
Delivery Time Frames – Rural Areas
Deliveries to ALL rural areas nationwide are generally completed within five working days however this can not be guaranteed.
This longer timeframe is due to the parcel being contracted to second, rural area driver. This broader delivery window means we are unable to deliver on an exact date as rural drivers operate on more sporadic schedule than regular urban drivers. We will do our best to time our dispatch so that it increases the chance of delivery on your preferred date but we cannot provide any guarantees on the final delivery date.
Permission to Leave
If a property has a permission to leave or PTL on it and the product gets melted or weather damaged we are unable to offer any refunds. PTL's are often made by the owners of a property and they request all parcels be left, this overrides any request we make to get a signature for delivery. Our couriers always aim to leave a parcel out of the weather or out of the sun, however the sun can move during the day.
Requesting a delivery date
When placing your order you can request that a 'do not open until' label is added to the parcel. This is because we can not guarantee delivery dates but hopefully this will mean the recipient holds on to the gift and opens it on the day you request, unfortunately we can't guarantee their response. Please note that whilst we make every effort to have your order delivered as close to your requested date, this cannot be guaranteed due to courier time frames and circumstances beyond our control. Please see the above paragraph for information on preferred delivery dates within rural areas.
During busy seasonal periods we may send parcels earlier than usual to allow for the heavy workload of the courier. If your parcel does arrive before your preferred delivery date we apologise but feel that perishable goods such as ours are better to arrive early rather than too late.
Order Retrieval and Packing Time Frame
Please take the following important information into account when ordering from overseas and when selecting your preferred delivery date.
Orders are retrieved by our online team between 9am and 5pm Monday to Thursday and 9am – 3pm Friday, New Zealand time.
Orders placed after 5pm Monday-Thursday will not be retrieved until 9am the following morning. If you have ordered after 12pm for a delivery the next day we are sorry that this may not be possible.
Orders placed after 3pm Friday (i.e. during the weekend) will not be retrieved until 9am Monday. If you place your order within this weekend period for delivery on Monday, it will not meet the courier deadline and will most likely be delivered on Tuesday if an overnight delivery location, Wednesday if a South Island delivery location or Friday if a rural location.
Order Dispatch Time Frame
Orders are generally dispatched Monday to Thursday.
If you are placing an order for delivery on a Monday, this requires sending the parcel on a Friday afternoon. Orders dispatched on Friday will spend some portion of the weekend in a courier depot with potentially unsatisfactory conditions for the prolonged storage of our perishable product. With this in mind, we ask that you consider avoiding a Monday delivery if at all possible to ensure your order arrives in perfect condition. The best solution in this situation is to request the Friday beforehand as your preferred delivery date.
We do understand however that many deliveries are time sensitive, such as birthdays, and will do our best to ensure any Monday deliveries arrive safely.
The customer is responsible for providing the correct delivery details. If incorrect or incomplete details are provided, we assume no responsibility for the delayed or non-delivery of your order.
Unit, Office Block and Apartment Block Delivery Addresses
Unit and apartment deliveries can be troublesome for couriers as many have security gates or doors that they cannot get past, or building managers/incoming goods supervisors that handle deliveries. To ensure your order arrives at the correct place please remember to include the full name of the addressee, the unit/apartment number and the street address. If the building has a name, e.g. The Devonport Chocolates Apartment Building, please include that too. If you are delivering to a building that has several companies in the one building, or on the one floor please make sure you include the company name.
Rural Delivery Addresses
To avoid delays in the delivery of your order please check carefully if the address you are sending to is in a rural courier delivery area. New Zealand has a significant number of rural courier delivery areas, some that may surprise you. It is our experience that many people have not been aware their own address was in a rural courier area, let alone the address of a gift recipient. Even if you are sure your delivery address is not rural, it is ALWAYS safest to check with the official courier database below.
Type in your address and it will indicate if it is in a rural area or not. If it is in a rural area, you will need to take this into account when selecting your preferred delivery date.
Christmas and Seasonal Occasions Delivery
Due to the increased work load of couriers during busy seasonal periods, we ask that you observe our carefully considered delivery cut-off dates to ensure your order is delivered in time. Orders dispatched after these dates may not arrive in time and due to public holidays around seasonal occasions, the order may be delayed in a courier depot for several days. Is this occurs, we cannot guarantee the condition of your order after sitting in an unmonitored environment for an extended period of time.
At present we are unable to offer delivery on Saturdays or Sundays. Please keep this in mind when ordering for occasions such as Mother’s Day and Father’s Day (which both occur on Sundays) and also Easter Sunday.
Public Holiday Delivery
Please note we are not able to deliver on the following public holidays:
New Years Day, January 2nd, Auckland Anniversary Day, Waitangi Day, Anzac Day, Good Friday, Easter Sunday, Easter Monday, Queen’s Birthday, Labour Day, Christmas Day, Boxing Day
All deliveries to hospitals are made to a central in-coming goods delivery area. For the security of hospital patients, couriers are not able to enter hospital wards and deliver an order directly to a patient or staff member. We can therefore only be held responsible for the delivery of your order to the in-coming goods delivery area. It then becomes the responsibility of hospital staff to ensure the order arrives with its recipient.
Please remember to include the ward (or room) name and number for all hospital patient deliveries or area/department name for hospital staff deliveries.
If you are sending a gift to patient, please allow at least one extra day in your delivery timeframe for hospital staff to deliver the gift. We assume no responsibility for a parcel arriving after a patient has been discharged.
Once your order has been packed, we will send you an email with its track and details. Sometimes this email can be received before the parcel has been dispatched in which case no details show up in the tracking window. If this happens please try a track and trace again in 12-24 hours. Should you have any concerns with the delivery of your parcel, please do not hesitate to contact us on 0800 00 2462 or email@example.com.
To ensure the safe delivery of your parcel, we use signature required couriers only. This means that someone must be present at the delivery address to sign for the parcel. This person does not have to be the addressee of the parcel.
If there is no one present to sign for the parcel, a ‘card to call’ will be left in the letterbox with instructions on how to rearrange delivery for another time or pick up your parcel from the local courier depot.
We use Economy Airfreight via NZ Post
This service has a 3-10 working day delivery target and can deliver to PO Boxes and rural delivery areas. You can expect that items will usually arrive at their destination within the delivery target specified.
We use New Zealand Post for our airmail service. Because New Zealand Post does not directly control all parts of the delivery chain we cannot guarantee that your item will always reach its destination within the delivery target. Delivery to areas outside major cities, or where your item may be held in customs, may take longer.
Please note that if the customer is required to go to the post office to get their parcel as it wasn't able to be delivered we hold no responsibility of they don't and the parcel gets destroyed. Every country has differing requirements for this.
The Company will be under no obligation to accept orders. Once an order is accepted delivery will be made to the Purchaser unless the order is cancelled in writing.
Is paid for by the Purchaser unless otherwise arranged between the Purchaser and the Company. All claims for errors or short deliveries must be made within 5 days of delivery.
Once an order has been delivered in accordance with the delivery instructions of the customer and our own delivery policy (which is ticked as read by customer when order is placed), the customer and/or intended recipient assumes full responsibility of the product(s).
Quality Commitment and Returns
Your satisfaction is very important to us. If for some reason there is a fault with a product, please keep the remainder of the product we will arrange for it to be picked up and replaced at our cost.Goods will only be passed for credit upon notice of defect in the goods, and advice of any defect being given to the Company within 7 days of delivery.
Is required before the order is delivered.
We do not rent, sell or giveaway our mailing list or your details, they remain confidential to Devonport Chocolates. If at anytime you wish to have your details removed please contact us.
Whilst we make every effort to ensure stock is available to fulfill orders on time, the freshly made to order nature of our product means that during busy seasonal periods we can become temporarily out of stock of some items.
In the case of a gift hamper item being out of stock, we will replace it with a similar item of equal or greater value. For other items we will contact you immediately to advise of the delay and discuss an alternative option if required to meet your timeframe. If you are ordering from overseas, please be aware that communication over different time zones may affect our ability to fulfil your order with in the original timeframe.
Returns and Refund Policy
At Devonport Chocolates we pride ourselves on the excellent quality chocolate products we produce. We do not have to provide a refund if you have changed your mind about a particular purchase, so please choose carefully. If the goods are faulty, we will meet our obligations under the Consumer Guarantees Act to provide a remedy.
If your chocolate delivery has been damaged in transit or our product is faulty please contact us immediately by emailing firstname.lastname@example.org or phoning 0800 00 2462 so we can provide the appropriate remedy.
Should a refund be required it will be actioned within 7 days and include the courier fee.