Frequently Asked Questions
Whether you are thinking of buying a Shop or Chuan Spa Product or have bought one already, we have outlined answers to questions that are sometimes asked. If you are not able to find the information you require, please contact Cordis, Auckland. For The Shop Products: +64 (9) 379 5132 or cdakl.theshop@cordishotels.com. For Chuan Spa Products: +64 (9) 300 2960 or cdakl.info@chuanspa.com.
1. Which delivery option should I choose?
Please note that postage and packaging charges are not included in the Product prices. Any postage and packaging charges that apply are advised to you during the check-out and ordering process before you confirm your order.
The following delivery options are available to customers ordering The Shop & Chuan Spa Products in New Zealand (where available for your product). Please note that delivery targets are a guide only and neither Cordis, Auckland their carrier agents can guarantee delivery within these timescales. Delivery to and from rural and remote areas may take longer:
- NZ CourierPost (Shop Products):In addition to dispatch times, please then allow two to three (2 to 3) working days (delivery deadline) for The Shop Products to be delivered by New Zealand Post. A physical address must be provided.
- Deadline Courier (Chuan Spa Products): In addition to dispatch times, please then allow at least one 2 to 3 days for Spa Products to be delivered by Deadline Courier. A physical address must be provided.
- Door to Door Delivery (Cordis Dream Bed Products): Cordis Dream Bed Products are delivered door to door by the Manufacturer. All Products are manufactured to order and the production lead time will vary from time to time depending on circumstances. The production availability date can only be confirmed once the order has been paid for and placed with the Manufacturer. Any delivery access issues for the delivery trucks should be advised when placing orders. Should you not receive your item or wish to contact Cordis, Auckland at any stage, please email The Shop team at cdakl.theshop@cordishotels.com.
2. What are the NZ delivery charges for Products?
Please note that Products cannot be delivered overseas, and fees for delivery may be amended from time to time to reflect fee changes imposed by the relevant carrier:
- Deadline Couriers, Chuan Spa Products (2 to 3 days, tracked) - $25
- NZ CourierPost, The Shop Products (2 to 5 days, tracked) - $25
- Door to Door (Freighted by Manufacturer), Cordis Dream Bed Products - $100
3. When will the Products be received?
In addition to the applicable delivery deadlines, please allow for dispatch times as follows:
Working days are Monday to Friday of any week excluding any public holidays. Products ordered before 1pm from Monday to Friday will be dispatched to the agent on the same (working) day. Products ordered after 1pm, will be dispatched to the agent on the following (working) day. If a Product is ordered after 1pm on a Friday, over the weekend or on a public holiday, it will be dispatched to the agent on Monday or the next working day.
Provided full payment of the order has been received, Cordis, Auckland and their carrier agents will make every reasonable endeavour to deliver the Products within the estimated timeframes.
4. What happens if I don’t receive my Product?
If after full payment of the order you have not received your product within the advised delivery dates, you can contact Cordis, Auckland direct. For The Shop Products: +64 (9) 379 5132 or cdakl.theshop@cordishotels.com. For Chuan Spa Products: +64 (9) 300 2960 or cdakl.info@chuanspa.com.
5. How do I order more than 1 Product?
Simply 'Add to Order' as many Products as you like by using the 'Continue browsing' button. You can also remove items from your order by using the 'Delete' button.
If you would like to purchase more than 1 of the same type of item, simply click on the 'Duplicate' button when in your basket.
6. At what stage do I assume liability for the Product I’ve purchased?
Title in the Products will not pass to you until payment has been received in full by Cordis, Auckland or our agent. Possession and risk in the Products passes to you upon delivery of the Products to your agent or carrier or upon delivery of the Products to the address supplied by you when placing an order. For full details, please read our Website Consumer Terms and Conditions.
7. Can I cancel or return a Product purchase?
Except as permitted by law, the liability of Cordis, Auckland, SK Chase and any third parties engaged by them, is limited to replacing faulty Products or refunding the cost of the Product (at Cordis, Auckland’s sole discretion).
Cordis, Auckland will not accept Products for return (excluding Gift Vouchers) unless:
(a) they have been damaged during delivery, were not received by you in full working order, have been double-delivered or mistakenly supplied; and
(b) the Products are returned to Cordis, Auckland, correctly packaged in their original carton, within 14 days of receipt by you.
Please also be aware that every Voucher/Product is governed by its own unique terms and conditions, which you will read and agree to during the checkout process.
For full details, please read Clause 5 of our Website Consumer Terms and Conditions.
8. What are my Consumer rights under New Zealand law?
As a consumer, you may have rights under the Consumer Guarantees Act 1993 (“CGA”) and the Fair Trading Act 1986 (“FTA”). Our Consumer Terms and Conditions do not exclude, limit or modify any of your rights under the CGA and the FTA. You can find out more information about your rights at: https://www.consumer.org.nz/articles/fair-trading-act, https://www.consumer.org.nz/articles/consumer-guarantees-act.
9. How do I make a complaint or receive customer sales assistance?
If you have any questions relating to a purchase you are considering or have already made, including queries relating to payment, refunds or cancellations, please contact Cordis, Auckland using the details below.
For The Shop Products: +64 (9) 379 5132, cdakl.theshop@cordishotels.com. For Chuan Spa Products: +64 (9) 300 2960, cdakl.info@chuanspa.com.
10. I'm attempting to purchase a Product but have received a failed transaction message ('Payment has not been accepted') at the end of the transaction. What should I do next?
There could be several reasons, including a temporary issue with the online payment gateway or insufficient funds in your bank account. Despite there being sufficient funds in an account, banks will occasionally decline payments if they consider it unusual buying behaviour. This can be easily rectified by contacting the bank and advising them that you are trying to make an online purchase. You can also contact us direct using the details above.
11. Are you able to provide me with a GST (Goods and Services Tax) receipt?
SK Chase cannot supply a GST receipt.
If you require a GST receipt please contact Cordis, Auckland directly to request this. For The Shop products: +64 (9) 379 5132, cdakl.theshop@cordishotels.com. For Chuan Spa Products: +64 (9) 300 2960, cdakl.info@chuanspa.com.