FAQ
Frequently Asked Questions
Everything you need to know about ordering, delivery, our chocolates and our rewards programme. If you can't find what you're looking for, our team is here to help.
ORDERS
Can I include a gift message?
Yes. Add your message at checkout and we'll include it inside the parcel with your order.
Will the recipient see the price or an invoice?
No. As a gifting-focused business, we don't include any paperwork inside our parcels, so your gift arrives as a gift. Nothing is sent to the billing address.
Why do you need my billing address?
The billing address is required purely for payment verification. It also allows us to identify the sender of the gift. Nothing is posted to it.
I'm having trouble ordering on the website.
We're sorry about that — we always want ordering to feel simple and stress-free. Get in touch with our team and we can take your order over the phone instead.
Can I get a copy of my invoice?
Yes. Email us with your order number and we'll send your invoice through. GST is included in all listed prices.
Can I make changes to my order after I've placed it?
If your order hasn't been packed or dispatched, we'll always do our best to help. This may include changing a delivery address, adding a gift message or making adjustments to your order.
Please get in touch as soon as possible with your order number and the change you'd like to make. Once an order has been packed or dispatched, we may no longer be able to make changes.
Do you offer corporate orders and custom packaging?
Yes. Please note that our custom corporate packaging option is available for orders of 50 units or more. For orders under this quantity we can supply the same products in our standard packaging, with your gift note included.
Can I order a larger quantity of your standard range?
Absolutely. If you're looking for a larger quantity of our standard Devonport Chocolates range, our volume ordering options allow you to order selected products in greater quantities than may be available through our main online store, without customisation.
Is there a minimum order quantity for corporate orders?
You can place larger-volume orders from our standard range without a minimum order quantity.
For customised corporate packaging, a minimum order quantity of 50 units applies.
How much notice do you need for corporate or customised orders?
We recommend placing corporate and volume orders as early as possible, particularly during busy gifting periods. Our standard lead time is 10 working days but may vary based on the size of the order
Customised orders require additional time for design, proof approval and production, so please allow more time when personalisation is required.
LOYALTY
How do I use my Loyalty Points?
You can redeem your Loyalty Points when shopping online with us. Visit our Loyalty Page for step-by-step instructions on how to view your points, redeem your rewards and apply them to your order.
DELIVERY
How long does delivery take?
From the date of dispatch:
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Auckland: 2–3 working days
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Rural addresses: 3–4 working days
These timeframes can extend during peak periods.
For Australian orders, the size of the country means we're unable to guarantee a delivery timeframe.
How much is shipping?
Shipping is calculated at checkout. Within New Zealand, we offer free shipping on orders over $100. Standard shipping to Australia is $46.
Where do you deliver?
We ship within New Zealand and Australia, and regularly send gifts to loved ones on behalf of our customers. All prices on our website are listed in NZD. Our address validator will confirm the delivery address is correct before checkout is completed.
Can I track my order?
Yes. You'll receive a tracking link once your order has been dispatched. If you can't find it, get in touch with your order number and we'll check on your parcel for you.
When will my order be dispatched?
We dispatch orders on working days. Once your order has been dispatched, you'll receive an email with your tracking information so you can follow its journey.
During busy periods and around seasonal occasions, please allow additional time for your order to be prepared and dispatched.
Can I change my delivery address after ordering?
If your order hasn't been dispatched yet, yes just get in touch and we'll update it. We'll ask you to confirm the new address before the order proceeds.
Once an order has been dispatched it's under the control of NZ Post and we're unable to change the address. Please contact NZ Post directly on 0800 501 501 with your tracking number to discuss redirection options.
Does NZ Post deliver on weekends?
Our standard NZ Post service operates on working days and we recommend allowing additional time when ordering around weekends or public holidays.
If you need your order for a particular occasion, you can add your preferred delivery date in the notes at checkout and we'll time dispatch accordingly. Please note that delivery dates cannot be guaranteed with our standard NZ Post service.
Can you guarantee my order will arrive on a specific date?
Our standard NZ Post service doesn't offer guaranteed delivery dates. We'll carefully time the dispatch of your order around your requested date, but once it is with the courier, the final delivery timing is outside of our control.
For eligible Auckland addresses, we offer Premier Courier for an additional fee, which is our most reliable option when delivery timing is important.
Add your request in the cart before you checkout
Nationwide (NZ Post): We'll hold your order and won't dispatch it until it's timed for your requested date. You may still receive an automated notification saying your order is on its way — please rest assured we won't dispatch until your requested date. Please note delivery dates aren't guaranteed with this service, and NZ Post does not deliver on weekends.
Auckland (Premier Courier): For an additional $17.00, we can guarantee delivery within 48 hours. This is the most reliable option for timing and is recommended for special occasions. Weekend deliveries are available on Saturdays only. We recommend ordering two days before your preferred delivery date.
Nobody was home when the courier arrived.
Once a delivery attempt has been made, redelivery and collection arrangements need to be organised directly with NZ Post. Please refer to the card or notification the courier left for your options, or call NZ Post on 0800 501 501.
If you ordered the parcel as a gift for someone else, redelivery must be arranged by the recipient.
My tracking says delivered, but I haven't received my parcel. What should I do?
First, check around the property and with anyone else at the address who may have accepted the parcel. You can also use the tracking information provided by NZ Post to check the delivery details.
If you're still unable to locate it, please get in touch with your order number and we'll help you investigate.
CLICK & COLLECT
Where can I collect my order?
Click & Collect is available from our Commercial Bay and Wynyard Quarter stores. Orders can be collected during store opening hours, which vary by store and by day.
When will my order be ready?
Please allow up to 72 hours for your order to be ready for collection from Commercial Bay. We'll be in touch to let you know once it's ready — there's no charge for holding your order.
I accidentally selected Click & Collect — can I have it delivered?
Absolutely. Get in touch and we'll arrange courier delivery instead. There's an additional delivery fee, which we'll send you a secure payment link for. Once payment is received your order will be dispatched in line with our standard dispatch schedule, and normal courier timeframes will apply from the date of dispatch.
OUR CHOCOLATES
How long do your chocolates last?
Shelf life varies by product. From the date of dispatch, you can expect approximately:
| Product | Shelf life |
|---|---|
| Dark chocolate bars | 18 months |
| Chocolate bars | 12 months |
| Treats | 12 months |
| Hokey Pokey | 9 months |
| Chocolates | 6 months |
| Truffles | 6 months |
| Assortments | 6 months |
| Toffee | 6 months |
| Bars with inclusions (e.g. coconut) | 5 months |
| Crunchy nut | 4 months |
| Marshmallow | 4 months |
This assumes they're stored correctly in a cool, dry place away from direct sunlight. The best before date is also listed on the packaging.
Are your chocolates handmade?
Yes. Our chocolates are handmade in small batches using high-quality local ingredients, with every step of the process done by hand.
Who created the artwork on your packaging?
The artwork is by Tanya Wolfkamp, a well-known New Zealand illustrator and textile designer based on Waiheke Island. Her work is inspired by the natural beauty of Aotearoa — particularly native birds, plants and vintage-style design elements — with influences from the Arts and Crafts movement. You can explore more of her work at tanyawolfkamp.com.
When will a sold-out product be back?
Get in touch and let us know which product you're after. We'll let you know the expected restock timeframe and be in touch as soon as it's available.
My order contains a pre-order item — when will it ship?
Orders containing pre-order items are dispatched once we've received those items into stock. If you've ordered both in-stock and pre-order items together, the order will be held and shipped once all items are available. We'll keep you updated if the expected timeframe changes.
DIETARY & ALLERGENS
Do you have vegan options?
Yes — we have a great range of vegan-friendly options available in our Plant-Based Collection.
Ambient
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Raspberry Vegan
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Dark Chocolate Mango & Passionfruit
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Mint Melt
Tablets & Chocolate Bars
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Vintage Chocolate Bar, Silver Eye — Dark Chocolate, Almond & Berry
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Vintage Chocolate Bar, Korora — Hauraki Sea Salt & Dark Chocolate
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Vintage Chocolate Bar, Kotare — Manuka Honey & Almond
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Tablet 30g Chilli Lime
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Tablet 30g Dark Raspberry
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Heritage Chocolate Bar, 70% Cocoa Solids
Treats
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Dark Chocolate Mint Melts
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Dark Chocolate Covered Hokey Pokey, Boxed
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Dark Chocolate Covered Ginger
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Dark Chocolate Covered Macadamias
Solids
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Chocolate Spoons, Dark
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Foiled Heart, Dark, Large
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Unfoiled Heart, Dark, Small with foil
Are your chocolates gluten free?
Our chocolates are made in a gluten free environment and we don't introduce any gluten into our kitchen by choice. However, we can't guarantee the gluten-free status of the dried fruit and other ingredients supplied to us. For this reason our products are not certified gluten free, and we're unable to make any claims suitable for coeliac requirements.
Are your chocolates Halal?
Our chocolates are not Halal certified.
Some of our chocolates also contain alcohol or ingredients such as vanilla extract that may contain alcohol. If you're purchasing for someone with specific dietary requirements, please get in touch and our team can help you understand the ingredients in a particular product.
Do you have dairy free options?
All of our products contain dairy apart from our vegan flavours — our fillings contain either condensed milk or butter.
Are your products egg free?
Yes, all of our products are egg free.
Which products contain gelatine?
All of our products are gelatine free apart from our Marshmallow and Rocky Road. Our jelly-filled chocolates are made with pectin (from seaweed) rather than gelatine.
Which products contain alcohol?
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Chocolate Pink Gin & Raspberry
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Chocolate Limoncello (and cup)
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Truffles, Strawberry Rose
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Chocolate Cup Liqueur Cherry
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Tipsy Eggs
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Chocolate Christmas Pudding Dome
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Truffle Slice — Port & Prune
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Truffle Slice — Brandy Ginger
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Truffle Slice — Rum & Raisin
Do your products contain soy?
Yes — all of our products contain soy, present in small amounts in the chocolate itself. Products with a higher soy content include our enrobed products: truffle slices, chewy caramels, Chocolate Extreme, Espresso Extreme, Bar Milk Coconut, Chocolate Lemonade, Bar Salted Caramel and Heritage Chocolate Bar, Salted Caramel.
I have a specific dietary requirement — can you help me choose?
Yes, absolutely. Get in touch with your requirements and we'll recommend the options that suit.
INGREDIENTS
Where do you source your ingredients?
We source ingredients from New Zealand and around the world, choosing suppliers for quality, consistency and flavour.
Chocolate
Our cocoa beans are sourced primarily from Côte d’Ivoire, Ghana and Ecuador. They are then shipped to Belgium, where they are roasted, blended, ground and made into chocolate callets, primarily at Callebaut’s historic facility in Wieze.
Fruit
Where possible, we use New Zealand-grown fruit, including:
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Strawberries — Manawatū
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Blueberries — Hawke’s Bay
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Apples — New Zealand orchards
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Lemons — Gisborne
Nuts
Our nuts are sourced from a mix of New Zealand and Australian growers:
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Macadamias — Why Nut, grown in the foothills of Auckland’s Waitākere Ranges
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Almonds — Australia
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Hazelnuts — Uncle Joe’s in Marlborough and The Hazelnut Company, representing growers throughout the South Island and lower North Island
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Peanuts — Australia
Other key ingredients
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Butter — Fonterra, New Zealand
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Sugar — Chelsea Sugar, New Zealand
RETURNS & REFUNDS
My order arrived damaged.
We're so sorry — we understand how disappointing this is. Please get in touch with photos of the damaged product, the inside of the box and the outside packaging so we can lodge a complaint with NZ Post.
We'll send a replacement right away. Inside the replacement parcel you'll find a return shipping label with our address attached. Once it arrives, place the damaged item into the new box, seal it securely with tape and attach the return label. Reply to let us know it's ready and we'll arrange a courier pickup — just leave the parcel somewhere visible and safe for collection.
I received the wrong item.
We're very sorry — please get in touch and we'll send the correct item right away. The replacement parcel will include a return shipping label. Place the incorrect item into the new box, seal it, attach the label and let us know when it's ready for collection so we can arrange a courier pickup.
Can I return my order if I change my mind?
Unfortunately we're unable to offer refunds for change-of-mind purchases due to health and safety requirements. Once an order has left our premises and been delivered, we're unable to accept products back, as we can't verify the conditions in which they've been stored.
We do genuinely value your feedback, so please do share it with us — it helps us continue to improve our products and customer experience.
GENERAL
Do you support fundraising or donation requests?
We're always touched to be asked. We receive a very high number of sponsorship requests each year, and to ensure our support is meaningful we choose one overarching theme to focus on annually. This allows us to give our time and products where they can have the greatest impact. While that means we're unable to support additional requests, we truly appreciate you thinking of us.
How can I apply for a job at Devonport Chocolates?
To keep our recruitment process fair and consistent for all applicants, we ask that all applications are submitted through the relevant listing on SEEK.
I'm interested in stocking Devonport Chocolates. Who should I contact?
We're always happy to hear from businesses interested in stocking Devonport Chocolates. Please get in touch with our team with a little information about your business, where you're located and the products you're interested in, and we'll direct your enquiry to the right person.
Do you offer chocolate-making classes or factory tours?
We don't currently offer chocolate-making classes or factory tours. However, you can visit our Devonport store and see into our chocolate kitchen through our viewing window, where you may catch our chocolatiers at work.
