Terms and Conditions

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.

Pickup in Shops Orders

When you order is ready to pick up from your requested store we will send you an email.

We hold pickup in shops orders for 30 calendar days after you receive your collection notification. If you need the 30 days pick up period extended, please contact onlineorders@devonportchocolates.co.nz direct.

If you do not collect your order within 30 calendar days and we do not hear from you, we cancel the orders, and no refund will be made.

Free Freight Terms and Conditions

Free standard freight on orders over $100 is to one NZ address.  

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 a delivery date. In this instance we will courier your parcel closer to your requested date. Please note that whilst we make every effort to have your order delivered as close to your requested date as possible, this cannot be guaranteed due to courier time frames and circumstances beyond our control.

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 Friday and 9am – 3pm Friday, New Zealand time.

Orders placed after 5pm Monday-Friday will not be retrieved until 9am the following morning (excluding weekends). 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.

Addressing Requirements

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.

https://www.nzpost.co.nz/tools/address-postcode-finder

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.

Weekend Delivery

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, Anniversary Days, Waitangi Day, Anzac Day, Good Friday, Easter Sunday, Easter Monday, Queen’s Birthday, Matariki Public Holiday, Labour Day, Christmas Day, Boxing Day.

Hospital Deliveries

Delivery to hospitals can be problematic as the parcel needs to make it's way from the delivery point through the wards and this can take a number of days in some instances, especially in winter when hospitals are busy. We are unable to accept any responsibility if a parcel arrives after the gift recipient has been discharged. If you would like a delivery to a hospital please remember to include the ward and room number if possible.

Order Tracking

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 onlineorders@devonportchocolates.co.nz.

Signature Requirements

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.

International Freight

Currently international freight is only available for Australian addresses.
We only use fully trackable freight. Due to possible delivery delays, you should expect your order to arrive in 4 – 8 working days.
Unfortunately, we cannot be held responsible if it your package gets stuck on a warm tarmac somewhere.
For delivery to the rest of the world, please get in touch with us.

Orders

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.

Delivery

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.

Payment

Is required before the order is delivered and will be charged in New Zealand Dollars.

Privacy

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.

Your payment is processed through eWAY Payment Gateway or Paypal. eWAY secures all your customer and credit-card data with military-grade software and servers, and the highest level of encryption available. Little Artisan(Ltd) will not store or transfer any of your credit card information. All data is transferred using eWAYs or Paypals secure servers. After placing an order your credit card details will be processed through the secure online payment gateway. On the successful completion of your transaction you will be presented with your receipt.

Product Availability

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 fulfill 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 onlineorders@devonportchocolates.co.nz 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.