Frequently Asked Questions
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!
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
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
Our measurements are from the outside edges of the product, unless otherwise stated. Therefore they generally include product handles.
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 email@example.com. 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.
Standard Freight is $7.00 per order
Yes, simply enter there delivery details at checkout. The order is sent with paperwork that does not disclose the amount you paid.
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.
Stevens accept Visa, Mastercard, American Express and Oxipay for online purchases. You can also use Stevens Gift Cards & eGift Cards
Yes, we use Courier Post who can deliver to P.O. Box addresses
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.
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.
We can send you a reminder of your password to you by email. Click here if you have forgotten your password.
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.
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.
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.
Yes we maintain a history of your orders and your details will not be lost should they change i.e. email address.
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.
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.
Oxipay lets you spread the cost of your purchases over 4 fortnightly payments interest free, making buying what you want that much easier.
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
Simply select Oxipay as your payment method during the checkout process. This will then direct you to Oxipays' website to complete your order.
Nothing, as long as each of your payments reaches Oxipay by the due date.
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.
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.
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
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.
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.
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
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.
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.
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
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.
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.
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.
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.
Stevens accepts Visa, Mastercard and American Express for online purchases. You may also use your Gift Card for online purchases.
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.
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.
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.
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.
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!).
It's easy to become a member by simply entering your details online. Click here to create your membership account.
You can log in on our website to change your details online, visit us in store or call on 0800 80 1600.
You can easily unsubscribe by clicking on the unsubscribe link at the bottom of any of our emails.