Frequently Asked Questions

  • On top of our monthly curated gift boxes, we also offer custom orders for special occasions such as birthdays, anniversaries, wedding favours, corporate gifts to thank your lovely team. You name it and we will do our best to have it sorted for you.

    We also offer limited spots of bespoke gifting where we will find that ultimate wish list item/s so that you can really impress that special someone! Just send us a message to get the ball rolling!

  • Absolutely! If NZ Post or Other Couriers can deliver to you, our gift boxes will definitely reach your doorsteps. Inclusive of rural addresses .

    Shipping starts from $9.90 (depending on the regions), and the exact amount will be calculated at checkout. We will always try our best to partner up with a reliable delivery service provider whilst keeping shipping costs as low as possible.

  • Unfortunately, we are currently unable to provide same day delivery as a standard service. However, in some cases, we may be able to help so please reach out to us via the Contact Us form. Thank you!

  • We carefully pack every order to ensure your gift arrives safely and beautifully — just as intended.

    Processing Times

    All orders are packed with care and usually ship within 1–3 business days. During busy seasons or for custom orders, processing may take a little longer, but we’ll always do our best to keep things moving quickly.

    Shipping Rates

    Shipping costs are calculated at checkout based on your location and the size of your order.

    Delivery Timeframes

    Once your parcel is on its way, delivery times will depend on the courier. Most NZ orders arrive within 2–5 business days. Rural areas may take a little longer.

    Tracking

    You’ll receive a tracking link as soon as your order ships so you can follow its journey.

    Delivery Issues

    If your parcel is delayed, damaged, or goes missing, please contact us as soon as possible. We’ll work with the courier to sort things out.

  • At When We Collide, your privacy matters to us. We collect only the information we need to process your order, deliver your gifts, and keep you updated if you choose to join our mailing list.

    Information We Collect

    • Your name and contact details

    • Delivery address

    • Email address (for order updates or newsletters)

    • Any information you choose to share with us during checkout or customer support

    How We Use Your Information

    We use your information to:

    • Process and deliver your order

    • Contact you about your purchase

    • Send newsletters or updates (only if you’ve opted in)

    • Improve our products and customer experience

    Sharing Your Information

    We never sell your information. We only share details with trusted service providers who help us deliver your order (e.g., couriers, payment processors).

    Your Choices

    You can:

    • Unsubscribe from emails at any time

    • Request access to your personal information

    • Ask us to update or delete your details

    Just reach out — we’re here to help.

  • By using our website or placing an order with When We Collide, you agree to the terms below. We aim to keep everything clear, fair, and easy to understand.

    Product Information

    We do our best to ensure all product descriptions, images, and prices are accurate. If something needs correcting, we’ll update it promptly.

    Availability

    All items and gift boxes are subject to availability. If something becomes unavailable after you place an order, we’ll contact you with alternatives or a refund.

    Pricing

    All prices are shown in NZD and include GST (if applicable). Shipping costs are added at checkout.

    Use of Our Website

    All content on this site — including images, text, and designs — belongs to When We Collide. Please don’t copy or use it without permission.

  • We want every gift to arrive beautifully and bring joy. If something isn’t right, we’ll make it right.

    Damaged or Incorrect Items

    If your order arrives damaged or incorrect, please contact us within 7 days with your order number and a photo. We’ll replace the item, offer an alternative of similar value if the item you want is out of stock, or offer a refund.

    Change of Mind

    Because our gift boxes are curated and often include personal, edible, or perishable items, we’re unable to accept change‑of‑mind returns.

    Refunds

    If a refund is approved, it will be processed back to your original payment method. Please allow a few business days for your bank to complete the transaction.

    Questions?

    We’re always here to help — just reach out.

  • Item descriptionWe want everyone to enjoy their experience on our website. While we are a small business, we’re committed to making our online space as welcoming and accessible as possible.

    Our Commitment

    We aim to:

    • Use clear, readable text

    • Provide good colour contrast

    • Keep navigation simple and intuitive

    • Ensure images include descriptive text where possible

    Ongoing Improvements

    We’re always learning and improving. If you notice something that makes our site difficult to use, please let us know — your feedback helps us create a better experience for everyone.

    Get in Touch

    If you need help accessing any part of our website, we’re here to support you.