Frequently Asked Questions
Outlined below are some of the questions we are most commonly asked. Please review these if you have any queries or contact us directly on freephone 0800 366 887 or online@couplands.co.nz
Terms & conditions
for use of the web site are separately listed and you should refer to this page should you have a query of this nature.
Shipping
How do you ship items?
Items will be couriered to the address requested by you. If you are on rural delivery, the order will be couriered to your closest town and delivered to you by your rural delivery driver.
How long do the items take to arrive?
- South Island will be next day (For rural delivery allow an extra day)
- North Island 2-3 days. (For rural delivery allow an extra day)
How do I track my order online?
Each CourierPost parcel or Trackpac has a unique barcode that is scanned throughout its journey. If you log on to www.courierpost.co.nz, you can follow the progress of your parcel through “Track & Trace". The barcode number is on the confirmation e mail we send to you when your goods are dispatched.
How much is shipping?
South Island/Stewart Island - $6.50
South Island/Stewart Island Rural Delivery - $9.00
North Island/Chatham Islands - $11.50
North Island/Chatham Islands Rural Delivery - $14.00
Do you ship to the Chathams or Stewart Island?
Yes, please see shipping costs above.
Do you deliver to rural addresses?
Yes, please see shipping costs above.
Can I send an order to a different address?
Yes, you just need to specify the alternative address when you order. Shipping costs apply to the address the goods are being sent to. If it is for a gift, we can include a matching gift card with your personalized message – cost for this is just $2.00.
Can I send a gift card?
Yes, for $2.00 we can include a matching gift card with your personalized message. Simply accept this option when you order.
Can I get items delivered on a Saturday?
Deliveries will be made by couriers Monday to Friday only.
Do you ship overseas?
Not through the online shop but please phone 0800 366 887 or e mail us at online@couplands.co.nz and we may be able to assist.
Do you offer free freight for orders over a certain amount?
You only pay a set price regardless of the size and weight of your order up to a maximum of 25kg. Larger orders will generally incur no additional freight charge unless we discuss this with you prior to your order being sent.
Does someone have to be at home when the courier arrives with my order?
No, the order will not need to be signed for.
If I'm not home will the courier leave my order sitting in the sun all day?
If you will not be home on the day of delivery and you wish for your order to be left somewhere specific, please let us know at the time of ordering and we can include instructions for the courier.
Payments
How can I pay for my order?
You can pay with New Zealand issued Visa or Mastercard. Only $NZ dollars are an acceptable currency for payment.
Is payment by credit card secure?
Yes. We take the security of your information very seriously. Our e-commerce system uses the latest SSL (Secure Sockets Layer) technology - the industry standard for encryption technology. Our payment system is run by DPS, one of New Zealand's leading payment systems available, the same of which is used by, amongst others, Air New Zealand and Westpac Bank.
Do you provide a GST Tax invoice?
We e mail a GST tax invoice with your confirmation of order.
Money back guarantee details
Please refer to terms & conditions
Can I open an account?
Not on line but please contact Coupland's Bakeries head office – phone (03) 9828 526 for any wholesale enquiries.
Ordering
How can I contact Coupland's Online Shop?
We can be contacted on 0800 366 887 or e mail enquiries to online@couplands.co.nz
Allergen / Ingredients statement
For information on allergens please contact the Customer Care Line on 0800 366 887 or email an enquiry here.
Why should I order from Coupland's Online Shop?
Coupland's Bakeries source the finest quality ingredients available to produce a wide range of quality products with that ‘homemade' taste we all enjoy.
These can then be delivered straight to your door, usually the next day, with no inconvenience to you, our customers.
If I ring up with no paperwork and can't remember what I've ordered or when, will you be able to locate my previous order?
Yes. All orders will be kept on a customer database.
If some of my goods are defective/damaged, when do I have to let you know?
Please notify us of any problems within 7 days of dispatch. We can then organize to refund your credit card.
What happens if a product I order is not available?
In the unlikely event of a product not being available, we will automatically refund your credit card the applicable amount and notify you by e mail.
Can I make large wholesale orders?
Not through the Online Shop, but please contact Coupland's Bakeries head office – phone (03) 9828 526 for wholesale enquiries.
Products
Are the products fresh?
Yes, all products are freshly made in our Christchurch factory.
I can't find the full Coupland's range on the website - Why?
As we have a large range of products, we have selected our most popular lines for online sale.
Some products require refrigeration for transport so we are unable to supply these via courier while still maintaining our quality standards.
Why can't I find frozen/chilled products?
These products require refrigeration for transport so we are unable to supply these via courier while still maintaining our quality standards.
Will the Online Shop have specials?
Yes, we will have specials from time to time. Check the Online Shop homepage for these.