FAQ

Problems

Please contact us if you have any problems or queries. We will endeavour to respond to you within 48 hours (Mon-Fri) and help solve any problems you may have.

 

Are all products in the store available on the website?

We endeavour to have the majority of our store stock online, however as some of our stock items are yet to be photographed and added to the website and new stock arrives often if you cannot find an item you are looking for, or it appears out of stock please contact us.

 

Disclaimer

Whilst we make every attempt to maintain accuracy of all information on our website we regret that sometimes errors are made. We reserve the right to amend any errors or omissions and to contact you prior to finalising your purchase. If you feel that we have misrepresented an item please contact us to enable us to sort it out.

 

Payment

What methods of payment can I use to pay for my purchase?
We accept all major credit and debit cards, Afterpay, Google Pay, and payment on account for approved customers.

I have a credit account, can I order online using my credit account?
Yes! If you have an approved credit account with us, you can place orders on account through the website - no need to call or email! Sign up using your regular account details and we will be in touch. If you don't have a credit account with us and place an order using the 'on account' payment method, we will call or email you first to set your account up.  Note that this service is only available to businesses, schools, parishes and organisations. 

Is it safe to put my card details on the web site?
Yes it is safe. Your card details are fully encrypted in our processing system, and are processed by a well-known and trusted credit card processing company called Stripe. You can check out information on Stripe at stripe.com/nz/about.

Do you do time payments/lay-by?
​Yes, we offer Afterpay! It's available both in-store and online.

The best thing about Afterpay is that you can take the item with you straight away! Here's everything you need to know:
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You can get the app here at afterpay.com/en-NZ/mobile-app

 

 

Privacy Policy

Be assured that we keep all personal information submitted to us in the strictest confidence. The information is stored on a secure server and is only used to process orders. The information will not be released to any third party without your authorisation. The Privacy Act of 1993 gives you the right to see or correct your personal information held by The Square Gift Store at any time. To find out what information The Square Gift Store holds about you please contact us.

 

Shipping and Courier

How will my purchase be delivered and what is the cost?
We send out items via local couriers and pricing is based on your location. This is based on items that fit into a shoebox and weigh under 2kg. For larger or heavier items or delicate items or items to be sent overseas we would need to work out a price for you.  Our orders can be delivered nationwide - web orders currently can't be shipped outside of New Zealand. 

What is the best address to use for delivery of goods?
As we use couriers to deliver goods, you must use an actual physical street address not a Box number. If you are sending an item to a person’s home who is not there during the day, we suggest it might be better to send it to their work address.

Can I send my gift purchase to someone other than myself?
Yes. As you go through to the checkout you will be asked the delivery address of the recipient, at this point you nominate the person and actual physical address you want the gift sent to. Please use the street address if possible, we are often unable to deliver to PO Boxes.

How long does it take for the goods to reach me?
Providing the product is in stock , you should have your order within a week. We will endeavour to pack and dispatch the goods to you asap but given that we are a small business this can sometimes take a few days and we do not dispatch on the weekend. If we do not have that item in stock and there will be a delay in getting it we will email you asking whether you still want the product when it comes in or if you would like us to refund your credit card. Note: The couriers themselves can get very busy. Delivery should take less than a week depending on where you live and time of year. (Christmas week is very busy and public holidays slow things down. Rural delivery always takes a longer time.)

What should I do when signing for the courier?
When you sign the courier ticket it means you have received the product in ‘good order and condition’. Either sign the courier ticket with ‘STI’ or inspect the parcel before you sign for it. STI means ‘subject to inspection’ and will cover us if we ever need to claim insurance for a damaged item. If you sign without ‘STI’ for a item damaged by the courier we cannot claim insurance and therefore replace the item.

What do I do if my items are lost by the courier?
Please contact us and give us your order details and we will investigate and track the item with the courier.

What do I do if an item arrives damaged?
All our items are carefully checked before dispatch. In the unlikely circumstance that damage occurs in transit we will replace the product free of charge. To ensure delivery of replacement you must contact us within three days of receiving the goods. You will need to send back the damaged goods in the original packaging before we send the replacement.

The Square Gift Store Ltd will make every reasonable effort to replace or credit the item in a timely manner. We will cover shipping charges if there was damage to the item due to shipping. You can expect a refund in the same form of payment originally used for purchase within 30 days of our receiving your returned product.

 

Returns Policy - Can I return the goods?

We want you to be fully satisfied with every item that you purchase.

Instore purchase: If you purchased an item in store we do not refund but are able to accept the item back for exchange and any difference can be loaded to a gift card for you to use at a later date.

Online purchase: If you wish to return an item bought online, it is essential that you contact us for a returns authorisation. Goods returned without this authorisation code are unable to be refunded.

When you receive your code please return the item/s with a copy of the receipt that was included with the goods.

You can return the item/s by either heading into store, or by sending them back to us within 30 days of delivery for a full refund of the purchase price, minus the shipping or other charges. The item must be returned in as new condition, in original boxes (whenever possible), and with the original packing slip/invoice to ensure full credit. Please note that CDs, DVDs, marked non-returnable items and sale items cannot be returned.

Note that Afterpay purchases can only be refunded to your Afterpay account, and cannot be exchanged for cash, gift cards, etc. For further information on Afterpay refunds and returns, see https://www.afterpay.com/terms.​

Purchases made on account can usually be returned, simply request via email, phone or in person.

 

Do you charge taxes?

New Zealand goods and services tax (GST) is included in all prices given (15%).

 

What currency will I be charged in?

All transactions are charged in New Zealand dollars.

 

Is The Square Gift Store owned by New Zealanders?

It is 100% owned and run by New Zealanders.