Frequently Asked Questions

It’s my first-time shopping at Dove Hospice Online Shop, how do I create an account?

Click on the My Account icon at the top of any page.  This will take you to a sign-in page which will take you through the process of setting up your own unique account.

What do I do if I have forgotten my password?
You need to click on Forgot Password link on the sign in page. This will take you through the next steps to re-set this.
How can I change my email address?

If your email address has changed, sign into your account will your original email address details to update this to your new email address.  If this is not possible, please email our customer service team for support to update this at customerservice@dovehospice.org.nz

Contact

How can I contact the Dove Hospice Online Shop?

Customer Service Team

Phone:  021 021 55 556
Email:  customerservice@dovehospice.org.nz

Online Shopping

Which browsers can I use to view Dove Hospice Online Shop?

The website is compatible with the latest versions of Safari, Firefox, Chrome, and Edge. We recommend Google Chrome. 

How do I report an error on the website?

Thanks for letting us know, you can notify us at customerservice@dovehospice.org.nz

How can I track my order?

When we dispatch your item/s we will send you an email with a link to track your order.

How much will it cost to deliver my item/s?

The cost of delivery is determined on the size of the items in your order and the delivery location. The cost of delivery will be displayed when you process through check-out.

When will my order be ready for Click & Collect?

When your order is ready for collection our customer service team will email you to let you know.

I have a question regarding my order, who can I contact?

Email our customer service team at customerservice@dovehospice.org.nz or phone on 021 021 55 556. We are available Monday to Friday: 8.30am to 4pm, Sat/ Sun: 10am to 3pm.
Closed public holidays.

Product

I'm looking for a specific item. How do I search for it online? 

You can enter the name of the product in the search box in the top right corner or you can use the navigation bar at the top of the page to find the correct category.

What if I receive an item that is faulty, damaged, or wrong?

Dove Hospice Online Shop will accept product returns and may provide you with an exchange or refund providing:

  • The pre-loved product is faulty, damaged or is not in an acceptable condition

OR

  • The pre-loved product does not match our description or is the wrong product

OR

  • You can present your Dove Hospice Online Shop receipt or other adequate proof of purchase
Why is the colour of the product on the website picture different to the product?

We try our best to ensure the colour in the image is an accurate representation of the colour of the product, but it can appear slightly different depending on the screen you are viewing it on.

Size Guides

Women’s Clothing & Footwear Size Guides

Men’s Clothing & Footwear Size Guides

Kids Clothing & Footwear Size Guides

Shop at Dove

Does Dove offer lay-by?

Yes, Dove does offer a 'lay-by' service.

These are our lay-by terms:

  • The minimum total spend to be able to use our lay-by terms is $150.00.
  • An initial deposit of 25% of the total cost is required to secure and start the lay-by.
  • The total cost is to be received in full prior to the delivery of the goods. If items are to be shipped this will include the shipping costs.
  • The lay-by term is to be completed within 6 weeks or as agreed by Dove Hospice Online Shop staff.
  • If the total amount due remains unpaid by the end of the agreed payment completion date, and no prior agreement has been made for an extension; this agreement will be deemed cancelled.
  • If cancellation occurs, all monies paid will be refunded, after the deduction of the 25% deposit paid. This amount covers all the administration costs incurred by the Dove Hospice Online Shop.
  • No interest will be charged on the total purchase price of the goods.
  • A current statement showing the balance owing can be issued on request.

To enquire about lay-by of an item listed on our Dove Hospice Online Shop, please email customerservice@dovehospice.org.nz .

What payment methods do you accept online?

Pay with your credit card using STRIPE payment, or Visa/ Mastercard/ Amex using PayPal.

Can I order products over the phone?

No, we do not take phone orders.

Dove Club

What is the Dove Club?

We encourage our new customers to sign up to My Account to receive a 10% discount on their first purchase.

Other benefits of having a unique My Account enables you to save items to a Wish List for future reference, to remember your payment details for ease of returning to shop and to track previous orders.

Returns

What can I do if I receive an item that is damaged/ faulty or wrong?  

If you receive an item that is damaged, faulty or wrong, please follow the next steps:

  • Please email our customer service team at customerservice@dovehospice.org.nz to raise the issue regarding your order. Please reference the order number (e.g. #18757), provide proof of purchase, and give a good description of the damage, fault or wrong item.
  • Our customer services team will confirm with you whether you return the item by post or to drop it to our Dove Hospice Distribution Centre for review.
  • Please allow two business days for a response from our customer service team confirming your refund and/ or the next steps.
When will I receive my refund?

Depending on your bank, the refund can take up to 5 business days for the refund to appear in your account.

How will I be refunded?

Your refund will be issued using your original payment method.  Please note that delivery fees are non-refundable.

Can I exchange an item?

Exchanges will be reviewed on as case-by-case basis, providing you contact our customer service team at customerservice@dovehospice.org.nz within 14 days of your receiving your item, with proof of purchase and providing the goods are in their original condition.

 

If these requirements above are not satisfied, Dove Hospice Online Shop reserve the right not to offer an exchange or refund for change of mind returns.

Delivery

How long will delivery take?

Once you have received your order confirmation email, please allow:

  • Urban delivery: 3-5 business days
  • Rural delivery: Within 10 business days
  • Outer Island delivery: 15-21 business days

We will strive to ensure on-time delivery.  There may be instances when a parcel delivery may be delayed due to the New Zealand Courier having a substantial backlog, or for international delivery delay due to a customs clearance checks.

Can I still place an order during Covid lockdown restrictions, and when will it be delivered?

Yes, you can still shop with Dove Hospice here online during Covid lockdown restrictions.  We will have ‘essential items’ available for purchase, along with our usual product ranges.

Orders will be posted weekly, however there will be some restrictions to Click & Collect.  For details concerning Click & Collect click here.

Do you offer international shipping?

Yes, we do.  Please follow this link for details on NZ Post international shipping delivery details.

Who will delivery my Order?

NZ Courier Post.

Can I change my delivery address after my order has been placed?

Yes, just email us within 12 hours from the time you have placed your order at customerserveice@dovehospice.org.nz and provide your new shipping address.

If your parcel cannot be delivered it will be returned to us.  Our customer service team will contact you (by email or phone) to confirm your delivery address and if you would like your order to be re-sent to you.

What if I am not home when my order arrives?

All packages are couriered to be delivered without ‘signature’.  If you would prefer that your parcel is ‘signed for’ at time of delivery please leave a note, during checkout, to confirm this for our team’s reference.

At time of delivery, and if the carrier believes the location is not secure and you have not provided us with a note to authorise to leave, they will not leave the items unattended.  The courier will leave a note directing you with next steps for collection.

Click & Collect

How does Click & Collect work?
  • Choose your products online
  • Add them to your shopping cart
  • Select “Click & Collect” as the delivery method at the checkout
  • You will receive a collection notification email within 3 days
  • Collect your order within five working days from the collection notification
Is Click & Collect free?

Yes, it is FREE.

Can I Click & Collect during a Covid-19 Lockdown/ ‘traffic light system’?

LEVEL 4 Lockdown – Click & Collect is not available.  Orders will be posted weekly.

LEVEL 3 Lockdown – Click & Collect is available from the Dove Hospice Distribution Centre in St Johns, Auckland.  See address below.  Our customer service team will be in touch once you have placed your order to confirm the terms of Click & Collect at this level.

LEVEL 2 & 1 Lockdown/ ‘traffic light system’ – Click & Collect is available from the Dove Hospice Distribution Centre in St Johns, Auckland.  See address below.  If you would prefer to collect your order from your closest local Dove Hospice Shop, please contact cusotmerservice@dovehospice.org.nz with your request or leave a note when processing through your cart.

Where can I collect my order?  

Click & Collect is from the following location:

Dove Hospice Distribution Centre,

1/11 Eric Paton Way,

St Johns,

Auckland 1072

 

***If you would prefer to collect your order from your closest local Dove Hospice Shop, please contact customerservice@dovehospice.org.nz with your request or leave a note when processing through your cart.

How long do you hold Click & Collect orders?  

Customers are asked that they collect their order no later than five days from receiving the email confirming their order is ready for collection.

 

If you cannot collect within this time, we ask that you contact our team at customerservice@dovehospice.org.nz to confirm an extension or organise shipping for your convenience.

Can someone collect my Click & Collect order for me?

Yes, family and friends can collect your order on your behalf.  This following is required for pick up:

  • Customer must inform our online team by email confirming that the order is being collected on their behalf and giving the name of the person collecting.
  • A copy of the order receipt with the order number for reference must be provided at time off collection.
Are all products available for Click & Collect?

Most items are available for Click & Collect, but there may be some exceptions.

 

Click & Collect will be shown as a delivery method on the product pages and at checkout if it is available for your selected items.

Wishlist

Can members create their own wishlist?

Dove members can create their own Wishlist. This is ideal for reviewing your purchase options, creating a shopping list, or emailing it to your other half as a birthday present hint.

How can I create a Wishlist?

Log in and then when you are on a product page simply click Add to Wishlist (under the product description) to add that product.

How can I share my Wishlist?

Log in and then select the My Account icon at the top of any page. Your My Account will have a Wishlist button to select to look your list. From here you can print your Wishlist or email it to friends.

Why has a product disappeared from my Wishlist?

If a product is no longer available it will be removed from your Wishlist. 

Career

How do I know if Dove Hospice is recruiting, can I send my cv in for review?

We would love to hear from you.  Send us through a cover letter introducing yourself and discussing the type of job you would be interested in, and a copy of your CV, and our Human Resources Team will come back to you.  For career enquires please email adrienne.rekke@dovehospice.org.nz .

Events

What events are coming up at Dove Hospice Shops?

View all upcoming events here.

Fundraise For Dove

How can I help fundraise for Dove?

Find out ways in which you can help to fundraise for Dove Hospice & Wellness.  To learn more about this click here.

Thank you for supporting Dove Hospice!

Volunteer For Dove

Where can I learn more about volunteering for Dove?

Volunteer work has many benefits to both you and your local community.  To learn more about this click here.

Thank you for supporting Dove Hospice!

Make a Request

How could I go about leaving money to Dove in my Will?

By including a gift to Dove Hospice & Wellness in your Will, you’re giving a gift that keeps giving.  To learn more about this click here.

Thank you for supporting Dove Hospice!

Donate Your Belongings

How can I donate my belongings to Dove?

Donate your pre-loved and new items to support Dove in offering our services at no cost to our service users.  To learn more about this click here.

Thank you for supporting Dove Hospice!

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