FAQ
Can the gifts be sent to multiple recipients?+
Yes, absolutely, simply tick the box that says ‘multiple orders’ on the order overview page and a CSV file will be sent via email with your order confirmation. Fill out the CSV file with the names and addresses of the gift recipients, send back to us, and we’ll do the rest.
Where is my CSV file?+
Your CSV file will be sent to you via email with your order confirmation, check your emails, fill it out, send it back and we’ll take care of the rest.
How are shipping costs calculated?+
Shipping is based off a number of factors - whether you are shipping to one address or multiple and if you're sending one gift or several. When shipping all items to one address, we have a base rate cost based on whether shipping is North Island or South Island, this base rate cost increases as the number of bags increase. For example, for 1-3 separate gift bags going to one address in anywhere in the North Island your base rate is $8.00. In the However, if you selected to ship to multiple addresses you would be charged the base rate (in this case $8.00) + $2.00 per additional bag. For the South Island, base rates start from $18.00 for 1-3 separate gift bags going to one address, if sending to multiple addresses in within the South Island, an additional $4.00 per bag will be added to your cart. The order summary clearly displays your base rate + any add on charges if you selected to ship to multiple addresses. If you have any questions, please email us, we're happy to chat you through all the options.
Can I click & collect my order?+
Yes, no problem. For items in stock we will aim to have your order ready within 24-48 hours. As soon as your order is ready you will receive an email with pick up instructions for our Matakana based pick up point.
Can I click & collect alcohol?+
No, you can't sorry. Any purchases which includes alcohol is required to be delivered only. If you accidentally select click and collect - we'll be in touch to request a delivery address.
When a product says SHIPPING 2-3 DAYS what does this mean?+
The item is in stock and your order will be shipping from our Matakana HQ within 48-72 hours (if not earlier).
When a product says SHIPPING 10-15 DAYS what does this mean?+
The product isn't yet with us, but we'll have it within the next few days (give or take) and worse case scenario is your order will be dispatched from our Matakana HQ within 10-15 days (if not earlier).
When a product says PRE-ORDER what does this mean?+
When a product is displaying pre-order it is usually in hot demand and we are eagerly awaiting it's arrival. We won't pop up pre-orders until we have a confirmed arrival timeframe so each product will clearly display when we expect to dispatch from our Matakana HQ. If you urgently need the item, please reach out to us on enquiries@theduo.co.nz and we’ll see what we can do.
When a product says MADE TO ORDER what does this mean?+
The item will be made specifically for you by one of our amazing local makers. Depending on the item you may be able to customise it too. Please allow roughly 3-5 weeks for Made to Order items and we will most certainly keep you posted as to when we expect to dispatch your item(s) from our Matakana HQ. Please note for larger quantity orders a longer lead time will be likely be required. If you urgently need the item, please reach out to us on enquiries@theduo.co.nz and we’ll see what we can do.
The product page said SHIPPING 2-3 DAYS but in the cart it now says SHIPPING 10-15 DAYS - why?+
The quantity you require exceeds what we currently have in stock, but not to worry, we're on the case and we'll have a top up within the next couple of days. For this reason, the timeframe has been pushed to SHIPPING 10-15 DAYS to allow time for the top up, however, in most cases, we'll be able to dispatch from our Matakana HQ within 5-7 days (if not earlier). If it's urgent, please reach out to us on enquiries@theduo.co.nz and we’ll see if we can work some magic.
The product page said SHIPPING 2-3 DAYS but in the cart it now says MADE TO ORDER - why?+
The quantity you require exceeds what we currently have in stock, but we're on the case and are in touch with our artisans/makers to have your order made - you may even be able to customise it. For this reason, the timeframe has been pushed to MADE TO ORDER to allow time for our skilled craftsman to make your item (usually around 3-5 weeks) If it's urgent, please reach out to us on enquiries@theduo.co.nz and we’ll see if we can work some magic.
I ordered multiple products with various timelines - can I split my order?+
Yes, no problem. When the order is processed, we'll flag this and be in touch to chat through your options. Alternatively, if you've got a question, drop us an email on enquiries@theduo.co.nz and we'll make a plan - easy.
If I need to purchase products greater than the number the site says is available, what should I do?+
Reach out to us at enquiries@theduo.co.nz and we’ll handle the order personally for you, it may mean we have to order more product. If that product quantity is unavailable from the Supplier we will work with you to find you a replacement product to suit your needs.
I want to purchase the product that says ENQUIRE - what should I do?+
Some of our product is only available for larger orders so please use the enquire button and send us a message, alternatively email us on enquiries@theduo.co.nz. We'll then work with you on quantity, colours, customisation and timeframes etc. Don't worry, we've got this process down to a fine art and we promise it will be super easy for you, our client.
What is the Private Client Concierge Service?+
This service is offered by The Duo to help Corporates find their ideal gift and save themselves time. We have access to thousands of beautiful products (many not found on the website) so please email your brief and budget and we’ll narrow down specific items / groups of items we think fit your requirements. Please email the brief to enquiries@theduo.co.nz.
How much does the Private Client Concierge Service cost?+
We charge a service fee of $350+gst which is to be paid before the process starts. However, if you purchase anything through The Duo, the $350 service fee comes off your final invoice. So really - it’s a free service.
Why do I need to ‘curate a gift list’, what is the purpose?+
You might be shopping for ie three different people with varying budgets and requirements for each person. If you set up three separate gifts lists that enables us to know what products need to be packaged together. If you supply the delivery addresses and require hand written notes then we know which gift to send with which message.
What if I have multiple people receiving gifts under each gift list+
No problem, simply increase the amount of product you require under each gift list to match the number of people you are buying gifts for - we’ll then package that amount of gifts up for you. If you supply the addresses we will also ship the gifts to each recipient so you don’t have to lift a finger.
How many different gift lists can I set up?+
As many as you’d like, there is no limit. If you have five different groups of people or budgets then create 5 different gift lists.
