About
Where are the gifts made?
All our products are proudly made in New Zealand in all areas of the country.
How long does delivery take?
We aim to have the gift boxes delivered in seven to ten days. They are delivered from New Zealand and at times there may be delays with international shipping beyond our control. Please contact us at info@tuiandthekiwi.co.nz if your delivery is taking longer than expected or you have not received an email from us.
Ordering
How do I order?
Click here to be taken to our store.
Do I need to create an account to order?
No, although we would like to know you better. You will still receive delivery status updates of your orders and if something goes wrong, be able to contact each other to resolve the problem.
Can I purchase gift vouchers?
Unfortunately, we are not currently selling gift vouchers.
Can I order by phone or email?
If you are unable to order via our store, please contact us by email at info@tuiandthekiwi.co.nz. We do not currently offer phone orders.
How do I cancel my order?
You can cancel your order if it hasn’t been picked or packed in New Zealand. Please contact us at info@tuiandthekiwi.co.nz and we’ll look into it for you.
Gifting
Can I provide a personal message?
Yes of course. On the cart page you'll be able to enter your message.
Can I send the gift pack to the recipient directly?
Yes of course this can be done at check out by adding the gift recipients name and delivery address.
Can I receive the gift pack and provide to the recipient in person?
Yes of course.
Can I set a time for the gift pack to be delivered by the courier?
We are not currently able to offer this, however are looking at available options.
Delivery
How much is delivery?
Delivery costs are shown at the check out.
Where does Tui and the Kiwi deliver to?
We deliver throughout Japan (excluding remote areas) and New Zealand.
How do I update my delivery address?
If you have created an account with us, login to your account and from here you'll be able to update your address. If you have not created an account, email us at info@tuiandthekiwi.co.nz.
Can I track my delivery?
Please contact us at info@tuiandthekiwi.co.nz if you would like a delivery update.
What happens if nobody is home when the courier arrives?
The courier will take your order back to the depot. They will try again at a later time.
My order is taking longer than expected to arrive?
Please contact us if you have not received the gift box or an email from us within two weeks from placing your order.
Payments
How do I update my card details?
Tui and the Kiwi does not hold card information. All card details are securely managed via Shopify Payments.
How can I pay for my order?
Our payments are processed by Shopify Payments. We accept VISA and Mastercard.
What do I do if I purchase a gift box and do not receive an email confirmation?
Check your email spam folder in case your order confirmation email has ended up there. Otherwise, please contact us at info@tuiandthekiwi.co.nz and we can resend your order confirmation email.
Is my money safe while I wait for my order to leave New Zealand?
Yes of course. If you do not receive your order we will provide a full refund.
My Account
Where do I find my account log-in details?
We sent you an email when you signed up to verify your email address. The email address on this email is what you use to log in to your account. You would have also set your own password for your account when you created it.
I’ve forgotten my password, how do I change it?
Click the 'forgot password' link here to change your password.
I’ve forgotten my username, how do I find it?
Your username is your email address. If this does not work please email us at info@tuiandthekiwi.co.nz and we’ll look into it for you.
Problems with your order
I’m not totally happy with my order?
We want to provide the best premium New Zealand gift box available. Although we try our hardest to check gift boxes before they delivered, occasionally a mistake may occur and we may not meet ours or your expectations. If you aren’t satisfied with the gift box, please provide us with photos of the products (we want to learn and fix problems to prevent this happening to other people) within 14 days of receiving the gift box at info@tuiandthekiwi.co.nz. We will either arrange a replacement gift box or provide a full refund.
Refer to our Return Policy.
What happens if my gift box arrives damaged or gets lost?
Although our recyclable boxes are made of strong cardboard, if the gift box does arrive damaged and you are not satisfied, please take a photo of the box and products and we will refund or replace your order.
If your gift box doesn’t arrive, we will provide a full refund or replace your order.
The original purchaser of the gift box will need to request the refund or replacement.
When will my gift box be redelivered if I choose this option?
We will provide to our delivery company as soon as redelivery has been confirmed with you. We will provide estimated delivery details and contact you, letting you know when they have been sent.
We have suggestions to improve your service
We love feedback and want to provide the best product and experience to our customers. Please provide your feedback at info@tuiandthekiwi.co.nz.