Frequently Asked Questions

 

Can I purchase goods and send them to someone as a gift?


Yes. Simply select the gift wrap option, enter a message for the gift card along with the gift recipients name and delivery address and we'll do the rest.
 

Do you provide a gift wrapping service?


Yes we do. Simply select the gift wrapping option when placing your order.
 

What paperwork is included when sending goods to a gift recipient?


A packing slip is included, however no prices are visable on the packing slip.
 

What credit cards do you accept?


Stevens accepts Visa, Mastercard and American Express for online purchases.
 

How much does delivery cost?


North Island: $7.00 (Same day shipping for orders received before 11am, weekdays. Orders received after 11am will be shipped the next day)

South Island:
Standard (1-3 days): $7.00
Express: $14.00 (Same day shipping for orders received before 11am, weekdays. Orders received after 11am will be shipped the next day)

 

Can you deliver to a P O Box address?


Yes, we use Courier Post who can deliver to P.O. Box addresses
 

How do I know what the status is of my order?


Once we have received your order, we will email confirmation to you. Then once your order is picked and ready for dispatch, we will email you with a track and trace number.
 

Can I have goods sent to an overseas address?


We do not currently dispatch orders to addresses outside of New Zealand
 

What if I can not find what I am looking for?


Use the search box to type in a key word for the items your are looking for or alternatively contact us on 0800 80 1600.
 

I have a Stevens Gift Card. Can I use it to purchase goods online?


Sorry no.

 

How do I find out more information about a product?


Please phone or visit your local Stevens store or contact us on 0800 80 1600. Alternatively you can email us at info@stevens.co.nz
 

Do you provide a gift exchange service?


Yes. The gift recipient may exchange goods at any of our 38 nationwide stores within 30 days of purchase. The packing slip will need to be provided and the goods must be in their original packaging and condition.
 

I have an older style (paper) Stevens Gift Certificate. Can I redeem this online?


Older style (paper) Stevens Gift Certificates may only be redeemed in store. If you do not have a Stevens store in your area, please contact us on 0800 801 600 and we can assist you over the phone.
 

What do I do if I have forgotten my password?


We can send you a reminder of your password to you by email.Click here  if you have forgotten your password.
 

How do I find the product online that I have seen in the latest catalogue?


Each of the products in the catalogue have 7 digit code next to them, type this in the search field and the item you are looking for will appear. If it does not appear this could be due to the item being sold out. For further assistance please contact us on 0800 80 1600 during business hours.
 

Will I find all the online products in your stores?


We do have some products on-line that we do not stock in our stores, however our stores are able to place an order for any items you may require. Please be aware that we operate a live system and do our best to show availability as accurately as possible.
 

How long will it take for my order to arrive?


You order will be dispatched within 1-3  working days and delivery is based on your location and choice of delivery terms.
 

Do you keep a history of my orders and if my details change is this history lost?


Yes we maintain a history of your orders and your details will not be lost should your details change i.e. email address.
 

How do I return something I have purchased online?


At Stevens, we proudly stand behind our product and have done so for over 80 years. Customer satisfaction is important to us! If you are not satisfied with your purchase, please click here to view our returns policy and procedure.
 

What is your returns policy?


At Stevens, we proudly stand behind our product and have done so for over 80 years. Customer satisfaction is important to us! If you are not satisfied with your purchase, please click here to view our returns policy and procedure.
 

What do I do if the item is damaged when it arrives?


At Stevens, product is carefully checked and securely packaged before leaving our Distribution Centre, however in the unfortunate instance that item(s) are damaged in transit,there are two processes you can follow:
1. Return the product(s) within 14 days from the date of dispatch.

    Complete the "Returns” section along the bottom of the invoice
    (including the reason for return) and include it with the product(s) you are returning. 
    Return product(s) to the Stevens Distribution Centre:
    Stevens
    Webstore Returns 
    10 Laidlaw Way
    East Tamaki   
    Auckland   2016
 
2. Take a photo of the broken item and email it to info@stevens.co.nz with your name and the web order number.  A replacement will be couriered to you.
 

Can the parcel be left on my door step if I am not home?


Sorry, no.  We operate a secure order process from start to finish, and all our deliveries are based on obtaining a signature at the time of delivery.  Our courier drivers will not leave a parcel at your doorstep if no one is able to sign for it.