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 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:
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 2020 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 your orders via local couriers nationwide, and pricing is based on your location. This is based on items that fit into a shoebox and weigh under 2kg. For much larger/heavier items, or delicate items, we may need to contact you with a freight quote before we can send your order.
Do you ship to Rural Addresses?
Yes, rural shipping is available! Please make sure to use the rural freight option during checkout, or we will need to quote you separately for freight before we can process your order. Deliveries to rural addresses will usually take a few extra days depending on your location, so please allow some extra time for delivery.
Do you ship outside of New Zealand?
We have worldwide shipping available through DHL! For technical reasons, we can't fulfill these orders through our online store. Please email us with your order or contact us, and we will get back to you with a freight quote.
What is the best address to use for delivery of goods?
As we use couriers to deliver goods, you must use a physical street address and not a PO 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?
Most orders within New Zealand are delivered within a week. We endeavour to pack and despatch the goods to you on the same business day that your order is placed, but given that we are a small business, this can sometimes take a few days. Courier services are only available on weekdays, we do not despatch on weekends. In the unlikely event that an item you ordered is unavailable and there will be a delay in restocking it, we will contact you asking whether you want to wait for the product, or if you would like us to refund/credit you for that item. Also note that Courier services can get very busy, especially around public holidays and Christmas. Once your order is with the Courier service, it should be delivered within a timeframe that is reasonable for your location. If you have chosen a Rural Delivery address, please allow extra time for your parcel to arrive.
Will I get a tracking number for my order?
If you placed your order online or provided us with your email address, you will have received a tracking number when your order was despatched, which you can use to check the delivery status of your order. If you haven't received a tracking number and would like to track your parcel, please contact us.
My parcel hasn't arrived, what do I do?
Parcels can be delayed for many reasons. Courier services can often be delayed by public holidays, extreme weather, and busy seasons such as Christmas. When delivering to home addresses, a courier might not deliver if there are dogs on the property, locked gates, or nowhere safe to leave the parcel. Please use the order's tracking number to check the delivery status of your parcel and any delays, arrange for redelivery, or arrange for redirection to another address. If your parcel was lost in transit, please contact us so that we can make a claim with the courier service to replace or refund your order.
What do I do if an item arrives damaged?
All our items are carefully checked before despatch. 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. The Square Gift Store is fully compliant with our obligations under the Consumer Guarantees Act 1993 and Fair Trading Act 1986.
Please note that for all returns, we need the original receipt to confirm that you purchased the item from our store, and the price you paid at the time. We cannot process any return without proof of purchase.
CDs, DVDs, gift cards, sale items, clearance items, customised products, and marked non-returnable items cannot be returned unless defective.
For items purchased instore:
If the item you purchased instore is faulty or defective, please bring it back into the store for a replacement, repair, or full refund.
For all other returns, items must be brought back to the store in new, unused condition with the original packaging. We can exchange this item for store credit, which you can use to purchase other products. In limited circumstances at our discretion, we may offer a refund for some change-of-mind purchases, minus a minimum restocking fee of 10% to cover our costs.
If you originally paid for your item via card, or through a digital payment such as Apple Pay or Afterpay, you will need to bring the original payment method with you. We are legally required to process all digital refunds to their original payment method, according to our provider's compliance terms. We do not refund card or digital payments in cash. Note that some payment methods will have additional processing delays.
For items purchased through our online store:
If an item you purchased online is faulty or defective, we will replace, repair or fully refund you for the item. Please contact us with photos and a description of the issue so that we can choose the appropriate course of action. In some circumstances we will need to have the item shipped back to us to assess before we can refund you, in which case we will cover the cost of return shipping.
If an item was damaged in transit, the process is slightly different - see the "What do I do if an item arrives damaged?" section in our FAQs.
All other returns are at our discretion in limited circumstances. Please contact us first so that we can authorise the return, including your order number, photos of the item, and any other relevant details. Do not send any items before your return is authorised, as we may not be able to process them or refund you. Items must be in new, unused condition in the original packaging. If we are satisfied that the item meets our return requirements, we will issue an authorisation to return the item. You will need to cover the cost of return shipping to our store. Please package items carefully, as we cannot refund you if items are damaged during return shipment due to insufficient packaging. We reserve the right to refuse any change-of-mind returns.
Once the item has been returned, we will process your refund within a reasonable time, minus freight costs, and a minimum restocking fee of 10% to cover our costs. Refunds are be processed to your original payment method, note that some payment methods will have additional processing delays.
For credit account orders:
Items bought on invoice remain the property of The Square Gift Store Ltd until paid in full. Items on account may be returned with prior arrangement at our discretion. Please contact us with your request, and we will determine the appropriate course of action for your return. We may choose to replace or repair the items if faulty or defective, or credit your account to an agreed value. Please note that items purchased for business or commercial use may not be covered by the Consumer Guarantees Act in some circumstances.
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.