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Returns Policy | Customer Service

Returns Policy

We have delivered many gift boxes and gift baskets over the years without a hitch however from time-to-time things don't go according to plan and you may need to arrange a return of your gift.  You should find all the necessary answers here, however if there is something that we haven't covered, please don't hesitate to contact us.

This was not the gift that I ordered

Provided that you have not opened and removed any items from the gift box or gift basket and it is still in excellent condition, then we will replace or refund your gift.  To receive your replacement or refund you must return the original gift box or gift basket in with the no-cost return-addressed courier ticket that we provide to you.  Once we have received the goods back to us, then we will process your refund or replacement within 2-3 days or receiving your goods.

My gift box was damaged before I received it

If your gift box was damaged between leaving Apex Gift Boxes office and arriving at your delivery address, you will receive a full refund or replacement.  Our couriers will collect the damaged parcel from your address, along with the original packaging, and once the damage has be assessed your return will be processed.  It can take up to a week for this to happen, especially if it is during a peak time.  
N.B. for your claim to be accepted you must retain the original packaging used for your gift box and packaging material used to deliver it.  

There are expired products in my gift box

We do check the expiry dates of our products as they are placed onto our shelves, so if any of our products have expired we will replace them free of charge.  

My order didn't arrive on time 

From time-to-time our couriers fail to deliver our gift baskets on a set day. Unfortunately we cannot be held responsible for this, especially if we have followed your delivery instructions, such as allowing 2-3 days for delivery not overnight.  We do try very hard to get this right and to get your gift to where it needs to be, when it needs to be there by.  

Sometimes the address that we are sending to is actually a Rural Delivery and we will communicate this to you, but you can check out our Rural delivery page to ensure that you've selected your freight charge correctly.

My gift has failed to arrive

If your gift has failed to arrive by the date requested, please phone or email us and we will check out what has happened to it.  We will follow up immediately with the couriers to see where your parcel has got to.  If your parcel has been delivered but it has been stolen then we will come to an arrangement about the replacement of this.  

Delivery of fresh flowers and fresh fruit gift baskets and boxes

We do not send fresh flowers or fresh fruit outside of Christchurch, although we will go as far as Lincoln, Rolleston & Rangiora, so we will not be held liable if you should chose this gift basket and delivery option.  

Apex Gift Boxes is fully committed to protecting your rights under the Consumer Guarantees Act. If you have any question about this, then please contact us.  

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M: +64 21 111 7749