FAQ's
How can I contact Thrifty Gifts?
You can email us at info@thriftygifts.co.nz where our customer service team will be happy to help you with whatever you need!
Do you ship worldwide?
We currently ship to New Zealand and Australia, for all other countries please send out customer service team info@thriftygifts.co.nz
Where do you ship from?
We ship from New Zealand and Hong Kong
Can I change or cancel my order?
As we aim to process orders as fast as possible, you must request any changes/cancellations within 12 hours of ordering. All requests after this time will be denied. Your order can be returned for a full refund after it is received.
What payment methods do you accept?
We accept all major credit cards (VISA, Mastercard, AMEX) and PayPal payments.
When will my order be processed?
All orders are handled and shipped out from our warehouse. Please allow extra time for your order to be processed during holidays and sale seasons. We process orders between Monday and Friday. Orders will be processed within 1-3 business days from the order date and shipped the next day after the processing day. Please note that we don't ship on weekends.
How long will it take to receive my order?
Due to high demand, orders may take between 1-2 weeks to arrive.
We do offer order tracking. You can track your order by clicking on "Track Order" in our menu options or by clicking "Track My Order" in the footer of our website. If the tracking does not show please contact us at info@thriftygifts.co.nz
Please Note: It may take up to 5 business days before a tracking code becomes active.
If you did not receive your order confirmation email and shipping confirmation emails please check your spam, junk, and promotional folders. We have been informed that certain email providers have new filtering mechanisms that incorrectly sort emails as spam or promotions. Lastly, please add us to your email contact list to ensure you do not miss an order update from us again!
If you have entered the wrong address or product, send us an email as soon as possible at info@thriftygifts.co.nz Please note, we usually ship our orders within 24 hours so it's possible that your order has been shipped and we cannot change the address. We are not responsible if a package is undeliverable because of missing, incomplete, or incorrect destination information.
If your item does not show as delivered on the tracking system and it was not received, it is possible the item was lost in transit. In these rare cases, we will issue a replacement. Please contact us at info@thriftygifts.co.nz ASAP and we will do our best to help. Each case is different so be sure to include all relevant information when contacting us.
If the customer provided the wrong address and the package was either delivered to this address or recycled by their local postal service due to the address being incorrect or incomplete, our company (Thrifty Gifts) is not liable for the item and cannot issue a free replacement.
If your package is marked as successfully delivered by the domestic postal service in your country (e.g., NZ Post, Australia Post, etc.) and to the correct address provided at checkout but it has not been received, it is possible your package was stolen from your address. In these rare cases, we advise you to file a dispute and investigation with the local postal service, your bank, and your local non-emergency police. Most major credit cards cover customers for items that are lost or stolen. Since there is no way for us to verify that items were not received since our system and the local tracking system shows it as delivered, we cannot issue a refund.
What if I don't receive my order?
If you don't receive your order within 30 days after shipping, you are eligible for a full refund.
Will I be charged with customs and taxes?
The prices displayed on our site are tax-free in NZ Dollars, which means you may be liable to pay for duties and taxes once you receive your order. Import taxes, duties and related customs fees may be charged once your order arrives to its final destination, which are determined by your local customs office. Payment of these charges and taxes are your responsibility and will not be covered by us. We are not responsible for delays caused by the customs department in your country. For further details of charges, please contact your local customs office.
We have a 30-day guarantee policy that offers free replacement options for products that are damaged, defective, or not what you ordered. If your product arrives damaged or defective, we can only offer a free replacement and not a refund. If you do not like your product, we can offer a partial store credit to be used on another purchase, or you can return the item. In this situation, our company will not cover the shipping costs to return an item.
To be eligible for our 30-day guarantee policy, you’ll need to provide proof of purchase and send a picture showing any issues with the item if the product is damaged or defective. After 30 days of the item being delivered, if you have not contacted us about issues with your product you will not be eligible for the 30-day guarantee policy.
If orders are not delivered by a specific holiday or the timeframe quoted during checkout, this does not qualify for a refund. World events (such as COVID-19 setbacks, global supply chain issues, and severe weather) are out of our control and can impact shipping times.
To start a return, you can contact us at info@thriftygifts.co.nz Items sent back to us without first requesting a return will not be accepted.
What if the item(s) I received are defective/incorrect/damaged?
Please contact us if you have received merchandise that is incorrect, missing, and/or defective. Please include your order number, photographs of the item(s) and all related references upon receiving your package. We will do our very best to resolve your case as soon as possible.
When will I receive my refund?
All refunds will be credited to your original form of payment. If you paid by credit or debit card, refunds will be sent to the card-issuing bank within 7-10 business days of receipt of the returned item or cancellation request. Please contact the card-issuing bank with questions about when the credit will be posted to your account. If you haven't received a credit for your return yet, here's what to do: Contact the bank/credit card company. It may take some time before the refund is posted to your account.
Is it safe to use a credit card?
Our website is SSL encrypted and certified to ensure safe and secure transactions. All credit card payments are processed with our payment processor Shopify. We don't store any credit card information, and we will never share your personal information.