FAQ

Problems
Please use the 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 have tried to showcase a small but worthy selection of our favourite and new products on our website. We have a greater selection in the shop. Availability depends on stock on hand. Due to some of the product being hand made in small batches we may not be able to dispatch immediately. We will let you know the approximate delivery date if there is a delay. If you wish we will refund your credit card if you consider the delay to be too long.

Payment
What Types of credit card can I use to pay for my purchase?
We accept MasterCard and Visa. You can also pay by direct credit if you are crediting from a New Zealand bank.
Is it safe to put my credit card details on the web site?
Yes it is safe. Your credit card details are fully encrypted in our processing system, and are processed by a well known and trusted credit card processing company called Direct Payment Solutions. You can check out information on DPS on www.dps.co.nz

Courier
How will my purchase be delivered and what is the cost?
We charge a flat rate of $6 for postage and packing for small items that fit into a shoebox and weigh under 2 kgs. This is nation wide. For larger or heavier items or delicate items or items to be sent overseas we would need to work out a price for you.

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, we do not send items to Box numbers.

How long does it take for the goods to reach me?
Providing the product is in stock within a week you should have your order. 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.) We will email you once we have dispatched your parcel with a courier ticket number. If you need to know where your parcel is enter the courier ticket number into the Fastway Couriers website and it will give you the delivery status (www.fastway.co.nz).

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.

Returns Policy - Can I return the goods?
Yes – if you are unhappy with the goods we will happily refund your credit card or issue you with a credit note valid for 6 months from The Garden Party Ponsonby, which ever you prefer. We will issue you this when we receive the goods back in original condition, unused and in original packaging.

Do you charge taxes?
New Zealand goods and services tax (GST) is included in all prices given (15%).

Do you give my details to any other people?
No. Your details remain private with us.

What currency will I be charged in?
All transactions will be charged in New Zealand dollars. Here is a currency converter to convert NZ$ in to your currency. This guide will give you an approximate value.

Is The Garden Party owned by New Zealanders?
It is 100% owned and run by New Zealanders.


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