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Frequently Asked Questions

I just purchased something but it is now on special, can I get a refund on the difference?

We are unable to give a refund on the difference if an item you purchased is now on sale.

Rest assured we always have another great promotion right around the corner, so keep an eye out online!

I want to cancel/amend my order

We are very quick at picking, packing and sending your order to ensure you receive it ASAP. We are unable to cancel or amend an order once you have placed it.

Online orders can be exchanged in your local store, or returned to our Webstore. Please refer to our Returns Policy

Can I get a refund for something bought online?

Yes you can, our online returns policy is different to our in store returns policy as often our online customers do not have the opportunity to feel or see the colour of a product before making the decision to purchase it.

Product to be returned must be in original condition, and original packaging, please refer to our Returns Policy


What are the measurements of the product?

Our measurements are from the outside edges of the product, unless otherwise stated. Therefore they generally include product handles.

How do I know if something is a scam?

Stevens is aware that it is being misrepresented via a growing number of scam emails, Facebook pages and/or websites targeting individuals with opportunities to win, or receive, Stevens gift cards or receive discounts on online orders.

Stevens will only use our official Facebook page to promote offers on Facebook. Emails that contain Stevens offers will only ever be sent from membership@stevens.co.nz. Stevens will never ask (by email, online or phone) for personal or banking details in unsolicited communications.

Remember, if the offer seems too good to be true or sounds suspicious, it probably is.

Stevens reports all known scams to Consumer Affairs and encourages customers to help eliminate these scams and protect others by also reporting your experience to Scamwatch.

If you’re concerned or would like further information, please contact us.

How much does delivery cost?

Standard Freight is $7.00 per order

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

Yes, simply enter there delivery details at checkout. The order is sent with paperwork that does not disclose the amount you paid.

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

A packing slip is included, however no prices are visible on the packing slip. The recipient will also receive returns paperwork if product is not suitable.

What payment methods do you accept online?

Stevens accept Visa, Mastercard, American Express and Oxipay for online purchases. You can also use Stevens Gift Cards & eGift Cards

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, you will receive a confirmation email. You will receive a second email with your track and trace number when your order has been dispatched.

Can I have goods sent to an overseas address?
We do not currently dispatch orders to addresses outside of New Zealand
What if I cannot find what I am looking for?
Use the search box to type in a key word for the items you 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?
Yes, enter your Gift Card number at checkout.
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 stores nationwide within 30 days of purchase. The packing slip will need to be provided and the goods must be in their original packaging and condition.

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 a 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 may, from time to time, have products online 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?

We endeavour to have your order dispatched within 1-3 working days and delivery time is based on your location and weather conditions.

South Island and Rural deliveries may result in a longer delivery time.

To follow your parcel use your track and trace number which you will receive in your despatch email.

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 they change i.e. email address.

How do I return something I have purchased online?

At Stevens, we proudly stand behind our product. Customer satisfaction is important to us! If you are not satisfied with your purchase, please click here to view our returns policy.

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.

If you go onto the Courier Post Website and give alternative instructions, Stevens will not accept responsibility for the condition the parcel may arrive in.

We will still meet our obligations under the Consumer Guarantees Act should the item be faulty.

What is Oxipay?

Oxipay lets you spread the cost of your purchases over 4 fortnightly payments interest free, making buying what you want that much easier.

Who can use Oxipay?

You can access Oxipay if you:

  • Live in New Zealand
  • Are at least 18 years old
  • Have a valid and verifiable email address and a New Zealand mobile number
  • Have a New Zealand Mastercard or Visa credit or debit card
  • Have a New Zealand residential and shipping address
  • Have a New Zealand drivers licence
How do I use Oxipay?

Simply select Oxipay as your payment method during the checkout process. This will then direct you to Oxipays' website to complete your order.

What does it cost to use Oxipay?

Nothing, as long as each of your payments reaches Oxipay by the due date.

What are the fees for late payment?

If your payments don’t reach Oxipay by the due date, they will charge you a late payment fee of $10. A $30 collection fee may also be applied if any payment is still outstanding more than 7 days after your due date.

When are my payments processed?

Your first payment is made when you make your purchase and will be 25% of the purchase price. Each subsequent instalment is charged every fortnight after the purchase date.

For example:

Purchase Price

  • $500.00

Oxipay Payment Schedule

  • Instalment 1 - $125 due on 1 June (today)
  • Instalment 2 - $125 due on 15 June
  • Instalment 3 - $125 due on 29 June
  • Instalment 4 - $125 due on 12 July
What if I want to return the goods I have purchased for a refund?

Simply return your purchase as usual. You can return your purchase to our Webstore with the completed Webstore Returns Form, or simply take it into your local store with proof of purchase. Please refer to our Full Returns Policy

We will refund to original credit/debit card tender used to may the purchase. You will still be required to complete any outstanding payments to Oxipay.

What cards does Oxipay take?

We accept any Mastercard or Visa credit or debit card that have been issued in New Zealand for Oxipay payments. Currently, we do not accept any prepaid cards or any credit or debit cards that have been issued outside of New Zealand.

I have more questions on Oxipay?

The friendly Oxipay support team are available to help if you have any questions about Oxipay. You can reach them via their Help & Support page or call 0800 189 236

What is a Stevens Gift Card?

Stevens have two types of Gift Cards, an eGift Card which is purchased online and the traditional Gift Card which can be purchased in store.

The available amount to spend is limited to the amount placed on the card, initially at the time of purchasing. A Stevens Gift Card is convenient and more exciting than giving cash. It has a top-up facility so the available amount to spend may be added to at any time. The expiry date will however remain the same.

Is the Stevens Gift Card like a credit card?
No, the available amount to spend is limited to the amount placed on the card. It does not have a line of credit.
Is a Stevens Gift Card suitable to give for any occasion and can anyone use one?
Yes, you may use it yourself or give it to anyone you choose. The Stevens Gift Card is the perfect gift for Birthdays, Engagements, Weddings, Anniversaries or even a Thank You!
Are Stevens Gift Cards sold in specific denominations?

If you are purchasing an eGift Card online there is a minimum purchase of $20 and a maximum value of $200, you choose anything in this range. If you require more than $200, you can order multiple eGift Cards or make a Gift Card purchase in store.

What is the minimum value I can put on a Stevens Gift Card?

Online eGift Card - There is a minimum value of $20 and a maximum value of $200.


In store Gift Card - There is a minimum value of $5 and no maximum value

Where can I purchase a Stevens Gift Card?

You can purchase an eGift Card online or the traditional Gift Card in store. Click here for store locations or call 0800 80 1600.

Can a Stevens Gift Card be used immediately after purchasing?
Once purchased, the Stevens Gift Card can be used immediately.
Does my Stevens Gift Card expire?

Yes it does.

Stevens Gift Cards are valid for 24 months from the date of purchase.

The onus is on the recipient to be aware of when their Gift Card will expire. The expiry date can also be checked online.

What are the numbers on the reverse of my Stevens Gift Card?
On the reverse of your Stevens Gift Card you will find a barcode with a 13 digit number below. This number is specific to your card. Your card also contains a 4 digit PIN number which is located under the 13 digit barcode number. Both these numbers identify your card and should be noted down in a safe place should your card ever be lost or stolen.
Can I redeem my Stevens Gift Card for cash?
No. Your Stevens Gift Card can be redeemed for product only.
Can I return product that was purchased using a Stevens Gift card?
Yes, as long as you provide the Stevens receipt or Exchange Card within three months of purchase. The product and packaging must be in original condition and you may either exchange for alternative product or we will credit you with a new Stevens Gift Card. If the product is faulty we will meet our obligations under the Consumer Guarantees Act.
What is the cost of purchasing a Stevens Gift Card?

The only cost to you, when purchasing a Gift Card in-store, is the amount you choose to place on the Gift Card.

There is no freight charged if you purchase an eGift Card online.

Can I purchase a Stevens Gift Card online?

Yes. Stevens eGift Cards may be purchased online and can be emailed directly to the purchaser or recipient. There is also an option for you to print the eGift Card. Click here to purchase a Stevens eGift Card.

If I purchase a Gift Card online as a gift, what does the gift recipient receive?

The eGift Card recipient will receive their eGift Card via email or you can choose to have it sent to yourself and you can print the eGift card and deliver directly to the recipient should you wish to do so.

What method of payment do you accept for purchasing a Gift Card online?

Stevens accepts Visa, Mastercard and American Express for online purchases. You may also use your Gift Card for online purchases.

What is the return policy on a Stevens Gift Card?
Stevens Gift Cards are non refundable.
How do I redeem my Stevens Gift Card?

You may redeem your Gift Card in any of our nationwide stores or when making an online purchase, by selecting Gift Card as tender at checkout. Click here for Store Locations. Click here to shop online.

Can I redeem my Stevens Gift Card online?
Yes – Enter your Gift Card details at Check out
Can I add to the balance on my Stevens Gift Card?

Yes, the enjoyment of a Stevens Gift Card does not have to end as the balance reduces. Just present your Gift Card in-store and the Sales Assistant will be happy to assist you top up your card. Bear in mind the 24 month expiry date does not change.

How do I know what the balance is on my Stevens Gift Card?

You can check your Gift Card balance anytime by using the ‘Check my Balance on our website click here, visiting us in-store or by calling 0800 80 1600.

Can I use more than one Stevens Gift Card to make a purchase?
Yes.
Do I have to spend the exact amount on my Stevens Gift Card?
Your Gift Card may be used to make purchases up to the available amount to spend. If you wish to make a purchase for an amount that exceeds the available amount to spend, you simply need to pay the excess using another payment method. If your purchase is for less than the available amount on your Gift Card you can use the remaining balance at anytime in the 24 month validity period.
Who do I contact with questions about a Stevens Gift Card?
You may visit any one of our stores nationwide or contact us by calling 0800 80 1600. Alternatively you can email us on info@stevens.co.nz during business hours (Monday to Friday, 9am to 5pm) and we will gladly answer any questions you may have.
Can I send a Stevens Gift Card directly to the recipient?

Only eGift Cards can be purchased online and can be either sent directly to the recipient or to the purchaser to print off and give to the recipient. Traditional Gift Cards are still available to be purchased in store.

Can I send a personal message with a Stevens eGift Card?

Yes, we can include a short message with your eGift Card which can be written on the eGift Card when creating it. Please be aware that Stevens reserves the right to refuse any message it believes to be inappropriate.

Will I be charged any fees if I don't use my Gift Card for an extended period of time.
Stevens does not charge service fees for any unused Gift Cards carrying a balance.
What benefits do I receive if I become a member?

You will get an email notice of sales, specials and promotions. You will receive a birthday email with a special one off discount to be used during your birthday month (make sure we have your month of birth when you sign up!).

How do I become a member?

It's easy to become a member by simply entering your details online. Click here to create your membership account.

How do I change my details?

You can log in on our website to change your details online, visit us in store or call on 0800 80 1600.

What if I no longer wish to be a member?

You can easily unsubscribe by clicking on the unsubscribe link at the bottom of any of our emails.

Do you pass my details onto anyone else?
Your privacy is important to us. The details you provide will be held confidentially, and may be used to send offers we think may be of interest to you.