HAVE A QUESTION?

Here are answers to some Frequently Asked Questions:

OUR PRODUCTS AND SERVICES

Can I select products to create my own custom box?

Absolutely. Simply choose the products you want, add them to your basket, and you're all set. You can also use our new 'Build A Box' app that guides you through creating gift boxes step by step. You will find this in the top menu.

Can I order multiple boxes and send them to different addresses within the same order, or do I need to do each box as a separate order?

Yes, absolutely! We have two options. You can either download our bulk order form here. Please complete the form and email it to us at hello@cove27.co.nz, and we will make it easy for you to check out and pay for all your boxes in one simple step! Alternatively, if you prefer to do it yourself, our new 'Build A Box' app will assist you in creating gift boxes step by step. You will find this in the top menu. 

Can I include a message in my gift box?

Of course! We include a message card at no extra charge. Just enter your message in the gift MESSAGE box on the Your Cart page before you check out. Or, if using our Build A Box feature, you can enter your message at the final step.

BULK & CORPORATE ORDERS

Do you offer options for corporate gifting?

Yes, we do! Many of our orders are for corporate gifts. You can find information about our corporate gifting here. Feel free to email us at hello@cove27.co.nz or call us on 09 360 1313 to discuss your requirements.

I am hosting a large event (corporate gathering, wedding, anniversary, etc.) and I would like to give COVE 27 gift boxes as a gift. Is this possible?

Yes, we'd love to help! We can assist you in designing and creating a box as small or large as your event requires. Get in touch by emailing us at hello@cove27.co.nz or give us a call on 09 360 1313.

DELIVERY

Do you include any receipts, invoices, or packing slips with your orders?

No need to worry, we never include any receipts, invoices, or packing slips in any of the packages we send out!

Is it possible to request a particular date for delivery?

Yes. While we cannot guarantee delivery on a specific date, we and our national courier partners will do their absolute best! Please keep in mind the minimum time frames for delivery to each region. Note that couriers generally only work standard business hours, and normal deliveries are not made on weekends or public holidays. Please see our Shipping & Handling section for more details.

Can I track my delivery?

Yes, as soon as the courier collects your package, we automatically send an email with your tracking number to the email address you provide. If for some reason you do not receive it or you delete the email, please get in touch by emailing hello@cove27.co.nz.

Where is my order?

We recommend first checking the delivery tracking email sent when the item was collected by the courier. There will be a courier tracking link within the email you can use to check the status of the delivery of your package. If that doesn’t provide sufficient information, please email us at hello@cove27.co.nz, and we will be happy to help! 

What are the delivery options and charges?

Once you enter the delivery address at checkout, you will be presented with the different delivery options for that address. Please get in touch with any specific questions.

Should I give authority to leave, e.g. 'Please leave at the front door if no one home'?

Given the nature of our products (wines and spirits), all parcels are dispatched with a 'Signature Required'. This means someone must be present at the delivery address to sign for the delivery. If no one is available, the courier will leave a Calling Card, informing the recipient of the missed delivery. This card can be used to arrange a convenient redelivery or redirection.

How do I provide authority to leave?

Simply include the message ‘No Signature Required’ and any other specific instructions such as "Leave by the front door' in the 'Special Instructions' box at checkout. By authorising the courier to leave the package unattended, you accept full responsibility for the parcel once delivered, as it will be left unattended. Please note, COVE 27 cannot be held responsible for any packages post-delivery.

How do I know if an address is a rural address or not?

If you are unsure whether the delivery address is rural, you can check it here or email us at hello@cove27.co.nz, and we will let you know.

Can I change the delivery address?

If you place an order and want to change the delivery address, please contact us immediately via email at hello@cove27.co.nz and include the new address and order number. If we have not fulfilled the order, we will do our best to change the delivery address. Please note there may be an additional shipping charge depending on the new address.

Can I change any shipping details after the order has been fulfilled?

Unfortunately there is very little we can do once your order has been fulfilled, although we will do our best to resolve any issues. You will receive a shipping confirmation email from us once your order has been fulfilled.

Do you ship internationally?

No, sorry, not at the moment. We only ship to addresses within New Zealand. We can deliver boxes to you, and you can ship them internationally.

What if my order arrives damaged?

Please let us know as soon as possible if your order has arrived damaged, we will do everything we can to resolve the situation. Please email us at hello@cove27.co.nz and include the order number if you have it.

GENERAL

How can I get in touch?

Use our contact form here or send us an email at hello@cove27.co.nz. You can also call us on 09 360 1313.

Can I order from outside New Zealand?

Yes you can, no problem. Please note though that the receiver (delivery address) must be in New Zealand. Also, you can use your address in your country as the Billing Address upon checkout.

I have a question about an order I've already placed.

No worries, just reply to the confirmation email we sent you, and we'll get in touch with you right away to help. Or, if you have lost that email, you can reach us at hello@cove27.co.nz. Please include the order number so we can quickly identify your order.

What are your payment options?

You can choose to pay by Visa, Mastercard or AMEX credit cards, Apple Pay, and Google Pay.

Is it safe to enter my credit card details on your website?

Absolutely. Our site, COVE 27, is built on the Shopify eCommerce platform, Shopify hosts over 4.4m online stores worldwide, with over 21,500 Shopify stores in New Zealand. We use Shopify's own payment system to process our payments. Shopify Payments is certified Level 1 PCI DSS compliant, meaning they use best industry practices to keep your credit card details safe. We never see or store your credit card details when you place an order with us.

My gift message was not in my Order Confirmation email, is that a problem?

No, for privacy reasons we do not include a copy of personal messages in the Order Confirmation email. If you included a message in the MESSAGE box at checkout, we would have received it and it will be included in the gift box.

Can I cancel or return my order?

Yes you can but please refer to our Shipping & Returns terms here.

Do you allow pick-ups?

Sorry, we are an online-only business and do not allow pick-ups as our liquor licence does not permit it.