FAQs
General
Do I need an account to shop with you?
No, you can place an order as a guest without needing an account.
We do recommend making an account though to keep track of things like your order history and wishlist.
The one time that you will need an account is to sign up for a subscription.
Can you let me know when a sold out product is back in stock?
Yes, if a product is out of stock, you can visit the product page and submit your email to get notifified when it's back in stock.
Where has a product I saw before gone?
We sometimes stop stocking a product. There are a few different reasons for this, but the most common one is because it's no longer available.
What ways can I pay?
Our payment methods are always listed in the footer of each page.
This currently includes Visa, Mastercard, AmEx, Apple Pay, Google Pay, Paypal, Shop, and UnionPay.
As we are an online only store, we can't accept cheques or cash.
Do you have a store I can visit?
No, we're online only so that we can focus on providing the best service to the greatest number of people possible.
A product I wanted was on special yesterday, can I still get the cheaper price?
No, unfortunately all specials are strictly limited in availability. This is often because we've gotten a special price from a supplier but only for a limited time or on a limited quantity.
One of the products on special is sold out?
We try to keep everything well stocked but sometimes things are more popular than we expect or we only had a limited number available.
While we will typically order more of an out of stock product, we can't guarantee that it will still be on special when it is back in stock.
How do I know I can trust you?
We're a registered New Zealand business and have been in operation since 2021.
You can also check out our Facebook or Instagram to see more of what we do.
We're more than happy to answer any questions you have, so give us a call on 022 640 4419 between 9-5 Mon-Fri or send an email to info@ginclub.co.nz
Delivery & Shipping
Do you ship internationally?
No, we only ship within New Zealand (excluding the Chatham Islands).
Can you deliver to a PO Box?
No, since all orders are couriered they can't be delivered to a PO Box.
Do I need to sign for the delivery?
No, orders are designated with an Authority to Leave. The courier will leave your order in a safe spot if nobody is home when they arrive. Or, if you've given specific instructions, they'll leave it where you noted.
Can I Click & Collect?
No, our licence is what's called an off-licence which means that we can't hand over your order in person and must ship it to you.
Where do you ship from?
All orders are shipped from New Zealand. Our primary distribution centre is located in Auckland, but some products are shipped direct from suppliers around the country.
Orders & Returns
How long will it take for my order to arrive?
Once dispatched, the average delivery time for your order depends on where it's going:
Auckland - 1-2 Working Days
North Island - 1-3 Working Days
South Island - 3-5 Working Days
Note: If your delivery address is rural then it is typically an additional 1-3 working days to your region's average time.
Orders may also take longer to arrive than normal during peak periods like Christmas.
We dispatch orders Mon-Fri and orders are typically dispatched the next working day.
Can I track my order?
All orders sent from our primary distribution centre are sent a tracking link at the email address entered during checkout when dispatched.
Items that are drop shipped may or may not receive a tracking email depending on the supplier's system.
I've only received part of my order?
Some items are sent out from our primary distribution centre while others are sent direct from the supplier. As a result your order may be coming in multiple packages.
If it has been more than 5 working days since you received the first package and don't have tracking on another parcel for the missing item, please get in touch with us at help@ginclub.co.nz and we'll chase it down.
My order arrived broken, what do I do?
Your order is guaranteed against breakage or loss in transit. If this happens, email us at help@ginclub.co.nz with your order number and details of the breakage or call us on 022 640 4419 (staffed 9-5 Mon-Fri). We'll organise for a replacement to be sent out to you.
Can I return my order?
If a product is faulty you can return it, but not if you've changed your mind. Please see our returns and refund policy for more details.
Where is my order confirmation?
We send the order confirmation to the email that you entered during checkout and should arrive within a few minutes.
If you can't see it in your inbox, double check your spam or junk folder in case it wound up in there. If it is make sure to mark it as not spam and add us to your safe sender list.
Subscription Boxes
When will I receive my sign up gift?
We'll send your sign up gift out the next business day after you sign up.
Once dispatched, the average delivery time depends on where it's going:
Auckland - 1-2 Working Days
North Island - 1-3 Working Days
South Island - 3-5 Working Days
Note: If your delivery address is rural then it is typically an additional 1-3 working days to your region's average time.
It may also take longer to arrive than normal during peak periods like Christmas.
When will I receive my box?
We try our best to get each box out as soon as possible, which is normally within the first week of the month.
Once dispatched, the average delivery time depends on where it's going:
Auckland - 1-2 Working Days
North Island - 1-3 Working Days
South Island - 3-5 Working Days
Note: If your delivery address is rural then it is typically an additional 1-3 working days to your region's average time.
It may also take longer to arrive than normal during peak periods like Christmas.
Can I track my box?
Yes, you will receive a tracking link at the email address you entered when signing up every time you are sent a box.
I've only received part of my order?
Some items are sent out from our primary distribution centre while others are sent direct from the supplier. As a result your order may be coming in multiple packages.
If it has been more than 5 working days since you received the first package and don't have tracking on another parcel for the missing item, please get in touch with us at help@ginclub.co.nz and we'll chase it down.
My box arrived broken, what do I do?
Your box is guaranteed against breakage or loss in transit. If this happens, email us at help@ginclub.co.nz with your order number and details of the breakage or call us on 022 640 4419 (staffed 9-5 Mon-Fri). We'll organise for a replacement to be sent out to you.
Can I return my box?
If a product is faulty you can return it, but not if you've changed your mind. Please see our returns and refund policy for more details.
When will I be charged for my next box?
You will be charged on the first of the month each time you are due to receive a box.
If you don't see a charge but were expecting one there may have been an issue with your card. Please get in touch with us at subscriptions@ginclub.co.nz
Can I change my frequency?
Yes, you can change your frequency by logging into your account and navigating to your subscription.
Can I pause my subscription?
Yes, you can pause or restart your subscription at any time and as often as you like by logging into your account and navigating to your subscription.
Boxes are charged on the first of each month, so you will need to pause before the month you are next due to not be charged.
Can I cancel my subscription?
Yes, you can cancel your subscription at any time by logging into your account and navigating to your subscription.
Boxes are charged on the first of each month, so you will need to cancel before the month you are next due to not be charged.
Is there a minimum sign up period?
No, there is no minimum sign up period or number of boxes. You can pause or cancel your subscription whenever you like at no cost.
Are there any extra fees?
No, the only cost is for each box you are sent.
There are no fees for changing your frequency, pausing, cancelling, or anything like that.
The only time you will be charged is for receiving a box.
Gifting
Will an invoice be included when I send a gift?
No, we never include invoices with orders. The only invoice is the one sent to the email you enter during checkout.
Can I include a message with my gift?
Yes, get in touch with us after you place an order and we will endeavour to include your message with it.
Do you do gift wrapping?
We don't currently offer gift wrapping but are looking into doing so.
Do you do Corporate gifting?
Yes, we do corporate gifts. Whether it is a special one-off gift such as for someone leaving or a new client, or a gift for a large group of people at multiple locations we can help.
Send us an email at hello@ginclub.co.nz and we'd be happy to discuss the details with you.
Or, check out our Corporate Gifting page.
Can you help me pick the right gift?
Of course! We're literally the experts, so we'd be more than happy to help you choose the best gift.
Simply get in touch with us and provide as much information as possible about the gift e.g. who it's for, your budget, what they like, what you're looking to give, etc.
Customer Support
Need help?
If you have a question you weren't able to find an answer to in our FAQ, our staffed support hours are:
Monday to Friday
09:00 - 17:00
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