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Frequently Asked Questions

What if I want to purchase from an external Gift Registry?

If you purchase from an external Gift Registry service such as The Lovely Registry, items are dispatched to the given delivery address with the normal processing time frame, please refer to our Delivery & Freight Policy.

  • Full freight costs apply
  • Message Cards, Wrapping and any other Stevens Gift Registry Services will attract full price.
  • e-Gift Card for the value of 10% of total spend on registry does not apply to external registries.
Can I have more than 1 registry at a time?

At any time you may have either a 'Wedding' or 'Other Event' Registry.

You may however also have a 'wishlist'.

How do I set up a Gift Registry list?

You can create your own Gift Registry online here or you can go instore where the staff will be happy to assist you.

Is a Gift Registry only for a wedding?
Stevens Gift Registries are ideal for any events including engagements, birthdays, anniversaries, graduations, house warmings or any event you may have coming up.
How long before my event should I come in to make up my list?
We recommend you create your gift registry 6-8 weeks before your event. However, if you are sending out your invitations before this, it is advisable that you setup your registry earlier so your guests are aware that you have your list with us.
How long does it take to set up my list?
It is entirely up to you how long you wish to take in setting up your registry.
How much does it cost to set up a list?
It doesn't cost you anything, it is a completely free service.
What are my options for cards to include in my invitations?
We can provide Gift Registry cards for you to include in with your invitations. These cards contain information for your guests on how to contact Stevens and easily access your Gift Registry via the Stevens website. Please contact us on 0800 80 1600 to arrange this service.
How many items should I put on my list?
A large variety of items and a range of prices is beneficial for easy gift selection by your guests. This also prevents you from having to worry about adding extra items onto your list so close to your big day, in the event your list sells out. We recommend you do not add clearance items to your list as these generally sell out very quickly and could lead to your registry being short of product.
Can I add and remove items from my list?

Yes, items can easily be added or removed from your list (as long as they haven't already been purchased). This can be done via the online registry service, or in store.

To add an item, you need to be logged into your account to Manage Registry. Search for the product you require and click on the product description. Then click "Add to Gift Registry".

To increase the quantity of the item you are requesting, simply type in the quantity in the 'Requested' Box.

To delete an item, click 'Remove' under the item on your list.

Not all items are available online, however if you have a query regarding any particular items, please contact your local store or support office via 0800 801 600.

What happens if the item is on sale?
Our website is constantly updated so all prices are current to that moment. For instance, if an item is on sale, the sale price will be shown.
Is the stock always going to be available and what happens if you get new stock lines in?
Our stock is constantly changing. You will be able to amend/update your gift registry up until the last date for orders (as long as the item/s haven't already been purchased). If an item becomes unavailable you will be notified by email.
How long does it take until my guests can start purchasing?

As soon as you make the registry 'public' your guests will be able to purchase from it.

How do you stop double-ups?

Our website is instantly updated so if a guest purchases an item from your list, it will appear as “already purchased” which will ensure you do not receive two of the same gift. If a guest purchases in store and does not advise the staff it is for a gift registry, you may have a double up, as the purchase will not be linked to the gift registry. In this instance, proof of purchase is required if you wish to exchange the item/s.

Can I exchange gifts after the event?
We will happily exchange any of your gifts for you if you have changed your mind or are no longer suitable, if the items are still currently stocked in our stores. If the returned item is not linked to your gift registry, proof of purchase will be required.
Do you deliver all the gifts at one time?
For your convenience, you can choose your preferred delivery option. However, please note that gift buyers can override this if they wish to deliver the gift to you personally. We recommend you check the delivery date and address closer to your event to ensure someone will be home to sign for the delivery and that the address is current.
What happens if a gift that was couriered by Stevens is broken when I open it?
In this unfortunate instance, we will happily replace the item for you. If this item is no longer available, we will then exchange it for a product of equal value.
How can I find someone if I do not know their full name?
When searching for a particular Gift Registry, all that is needed is the first or last name of either recipient.
Why can I not find the recipient I am after and what can I do?
This may happen due to several reasons, for example, the list has not been made ‘public’ yet or misspelling of a name. Please call us on 0800 80 1600 if you require assistance.
Do I need to know the gift recipients' address?
You are not required to know or provide the gift recipients' address as the registry list holds this information.
How do I know that the gift online order has successfully gone through?
Once your purchase has been completed you will receive a confirmation email. The item/s will appear as “already purchased” on the gift registry.
How long does it take before the recipient will receive my gift?

The recipient will receive your specially chosen gift depending on the preferred delivery option you chose when purchasing from their gift registry. You have the following choices when purchasing from a Gift Registry:

  1. Delivered to you
  2. Delivered to receipients, now
  3. Delivered to receipients, with the bulk delivery, at a time they chose when creating their registry.
How much does it cost to have items gift wrapped?

This complimentary service provides you with a stylish yet classic looking gift that adds to the ease of purchasing off an online Stevens Gift Registry list.

For gifts from an external gift registry services, standard charge applies.

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.

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

Yes. Simply select the gift wrap and message card options, enter a message for the card along with the gift recipients name and delivery address and we'll do the rest. Please note there is a nominal charge for the gift wrapping and message card service. For purchases attached to a Gift Registry this service is free.

Do you provide a gift wrapping service?

Yes we do. Simply select the gift wrapping option when placing your order. There is a nominal charge for this service, however purchases attached to a Gift Registry are free.

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

How much does delivery cost?

Standard Freight: $7.00 per order

Gift Registry: $3.50 for purchases linked to a Gift Registry where the product is being sent in bulk to the recipient. All other Gift Registry purchases will incur the standard freight charge of $7.00

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.