+ I’ve got a question about an order I’ve already placed. How do I contact D’Luxe?
Just reply to the confirmation email we sent you and we’ll get in touch with you right away.
+ My order is a gift. Do you include price information on your packing slips?
No. We never include the price or any packaging slips in any of the packages we send out. So your secret is safe with us.
+ Can I include a personal message with my gift?
Absolutely. Just type your message in the ‘Add a personal message' box when you’re at the checkout and we’ll make sure your message is beautifully handwritten on our elegant white message card at no extra charge.
+ I am a corporate and would like to find out about placing an order. What do I do?
+ Are the food products perishable?
We have done our best to select great quality products that aren’t super perishable. However, there are some items that are susceptible to warmer temperatures (e.g. chocolates and olive oil-based products). We won’t send you any products with less than one month left on the best before date. This gives you enough time to enjoy them while they’re still fresh and delicious.
Delivery & packaging
+ Do you ship internationally?
No, sorry – we only deliver within New Zealand. But we can deliver boxes to you and you can always ship them overseas.
+ What are the delivery options and charges?
Please visit our Delivery page for information about our delivery options, charges and time frames.
+ How will my gift box be packaged?
We take great care in packaging each and every gift. The items come in a strong, bespoke wooden box and are nestled among wood wool and tissue. The entire package is then placed in a sturdy cardboard courier box, sealed and labelled FRAGILE and TOP STOW.
+ Can I track my delivery?
You sure can. As soon as the courier collects your gift box, we automatically send an email with your tracking number to the email address you gave us. If, for some reason, you don't receive the email with the tracking number, or you delete the email, please let us know via our contact form here . Or send us an email at email@example.com.
+ What if my order gets damaged?
We use third parties to deliver our gift boxes, so please contact us immediately if it has been damaged in transit. Let us know via our contact form, or send us an email at firstname.lastname@example.org, and we will do everything we can to resolve the situation. Contact Us
+ Can I order multiple boxes and ship to separate addresses within the same order, or do I need to do each box as its own separate order?
The best way to do this is to create a document or spreadsheet with each recipient’s name, shipping address, gift note, and the box you want to send them. Then email it to us at email@example.com and we'll make arrangements with you personally, so you can pay for all your boxes in one easy step.
Payment & returns
+ What are your payment options?
We accept credit cards – Visa or MasterCard. Please note that your credit card details are not seen, or stored, by us. We use Stripe to process your credit card payment. Anyone involved with the processing, transmission, or storage of card data must comply with the Payment Card Industry Data Security Standards (PCI DSS).
Stripe has been audited by an independent PCI Qualified Security Assessor (QSA) and is certified as a PCI Level 1 Service Provider. This is the most stringent level of certification available in the payments industry. We do not see, or store, your credit card details when you place an order with us.
If you experience any issues, or if you require an invoice, please get in touch with us
+ What if I’m not happy with the gift?
You being happy is our number one goal. That’s why we choose high-quality products that aim to please.
However, if you are not happy with any aspect of your experience, please get in touch with us and we will do our best to put things right.
Let us know straight away if an order arrives damaged and we’ll do everything we can to resolve the situation. And, of course, we’ll happily meet our obligations under the Consumer Guarantees Act if our products have been wrongly described, develop a fault or are not fit for the purpose described. Due to the nature of our products and goods, we are unable to offer a refund or exchange for a change of mind only.