Customer Service + Term's & Conditions

We want you to love our products as much as we do and we check each product carefully before it leaves us here at the Tasting Room.  Should you find however that there is a problem with your product or your order please contact us and let us and know and we will do whatever we can to rectify the problem for you.

Returns, Exchanges and Refunds

If you think there is a fault with any item in your order please contact us directly with your concerns. This should be done within thirty days of receiving your order. Should a product be faulty, the product will be exchanged free of charge. Prenzel Dunedin will however not refund any purchase because it is not to your liking. Please note that we cannot refund your return freight cost unless we have made a mistake with your order or it has been damaged in transit and we do require prior notification from you by email if you wish to return an item.

Gift Wrapping

We are very happy to Gift wrap items on your behalf. We specialise in beautiful Gift wrapping at our retail store and the same service applies to our online customers. Please make sure to tell us if you want your item(s) gift wrapped and details of any messages. This service is free of charge.

Payment Options:

For online orders we are only able to accept payment by credit card. Prenzel Dunedin does not store credit card information on its website or in its database. Your credit card details have the security offered by DPS. This prevents information from being intercepted and protects your credit card number when we store your order. Credit card details are sent directly to the bank via Paystation for processing. No actual card data is held or used by Prenzel Dunedin.

Privacy:

We are online shoppers ourselves and know how vital the privacy of each customer's personal information is. We will therefore not disclose any of your personal details to any other party under any condition whatsoever.

You will only be sent our newsletters if you have asked to sign up to our website. You can unsubscribe any time by simply going to the email form on the Contact Us page and writing "Unsubscribe" in the "Your Query" section or clicking on the unsubscribe link on every newsletter.

Shipping:

Your order will be sent to you via Post Haste Couriers who operate a delivery service throughout NZ.  Please ensure that you have provided us with a delivery address (not a Post Office Box) where your order can be safely delivered to.  Orders over $100 (excl postage) will be sent to you freight free however should the delivery address be 'rural delivery' there will be a charge of $4.00 per box. In general each 'courier box' holds up to 10kg. Should you have any queries regarding freight charges for your order, please do not hesitate to contact us by telephone or email prior to payment for your order.

If you are from outside of NZ, please contact us via email or telephone prior to ordering as there may be some restrictions as to what we are able to send to your country.

Beverage Purchases:

We are only able to supply alcoholic beverages to those over 18 years of age.

General:

At any time Prenzel Dunedin reserve the right to hold an order from delivery should there be any concerns regarding payment, delivery, age of purchaser or other matter of concern.

Delivery Times:

Once your order has been received and payment has been processed, you should expect to receive your order within 24-36 hours of order. Should for any reason there be a delay in the dispatch of your order, we will make contact with you via email or telephone and advise you of the expected delivery date. In such cases delivery may extend out to 5 days maximum but should not be any longer than this as all of our products are produced right here in NZ.