Please view our frequently asked questions below, if you have a query that is not covered below, please phone 0800 737 800 to chat to our friendly Customer Service team or email customerservice@gourmetdirect.com
RURAL DELIVERIES FOR FONTERRA SHAREHOLDERS
Fonterra Clients will have products delivered on a Tuesday and Thursday. Please place your order before 1pm on Monday and Wednesday to avoid disappointment. Talk to our helpful customer service staff on 0800 737 800 to make sure we know where you want your order delivered especially the first time we are delivering to you. Unfortunately we cannot guarantee next day delivery on rural addresses.
Please identify yourself as a Fonterra Shareholder to our staff when you call.
URBAN DELIVERIES FOR FONTERRA SHAREHOLDERS
We need to receive your order by 1pm the day before you would like delivery between the months of January and November and outside of peak periods. (Christmas, Easter. Level 3 or 4 COVID lockdowns) You can expect to receive your delivery from early morning up to 6pm.
FARM SOURCE REWARDS ALL YEAR ROUND
We have developed this portal for Fonterra shareholders as an ongoing, convenient way of providing you with access to discounts on Fonterra products all year round.
WHO CAN RECEIVE FONTERRA SPECIALTY PRICING?
Only Fonterra farmers with a Farm Source log in account can receive the Fonterra pricing.
HOW DO I TRACK MY ORDER
Please contact our sales team on 0800 737 800 to track your order if it does not arrive as expected.
WHAT IS THE LAST DATE I CAN ORDER, TO ENSURE DELIVERY BEFORE CHRISTMAS?
The last day to order before Christmas is Wednesday, 15 December to ensure delivery. Due to volumes of orders coming in we cannot guarantee delivery after this date.
PAYMENT METHODS
We accept all major credit cards including Visa, American Express, Mastercard and Diners Club cards.
PRICING
All transactions are processed in New Zealand dollars (NZD). Gourmet Direct reserves the right to change pricing without notice.
REFUND POLICY
In the event that something unusual happens and we need to refund payment for part or all of your order, please contact us as soon as you become aware of an issue (if we haven’t spotted it first!) and we will investigate and process your refund WITHIN 24 HOURS or send replacement product immediately.
After 30 days have lapsed since your purchase we reserve the right to decline your refund request.
For product issues, we ask that you advise us immediately, on receipt of your order, if you believe you have not received products ordered, you have received the wrong product (or the wrong order – it happens!), there is an issue with your invoice (perhaps an error in charging) or you are not happy with any product received.
Please phone 0800 737 800 to chat to our friendly Customer Service team or email customerservice@gourmetdirect.com
THE SPECIAL CARE WE TAKE
Gourmet Direct only works with trusted suppliers with established reputations for quality in New Zealand (and often International) food market.
Gourmet Direct chilled or frozen meat products are already aged and vacuum packed for maximum flavour, texture and shelf life. Each product is produced to strict specification delivering you consistently stunning product every time.
Every order is packed by hand with recyclable packaging including reusable gel ice-packs to ensure your package travels safely with the least possible temperature fluctuation.
We deliver Nationwide within New Zealand 5 days a week, Tuesday to Saturday. We regret that owing to MPI regulations, we are unable to send meat products overseas.
ORDER ALTERATIONS
We understand things change – more people coming for dinner? If you need to change your order, please call us as soon as you can on 0800 737 800 and we will do our very best to make the required changes to your order or email us at customerservice@gourmetdirect.com or both if its urgent!
ORDER CANCELLATION
We are often unable to cancel your order after 1pm on the day of dispatch in the months of January through November and especially during peak times. (Christmas, Easter. Level 3 or 4 COVID lockdowns). Once we cancel your order, any charges made against your card will be refunded within 24 hours.
FREIGHT CHARGES
Our freight rates within the North Island are $15.00. South Island freight is $28.00 per order on an overnight service.
All orders over $200 in product value are eligible for free freight. Use Code FF200 to remove the freight. This applies to all orders, all over New Zealand.
WHAT PRODUCTS ARE SUPPLIED FRESH?
We supply most of our products fresh and sometimes chilled but some products are supplied frozen for Health and Safety purposes.
WHY ARE SOME PRODUCTS FROZEN?
Our frozen products are snap frozen to swiftly seal in the natural properties of the meat guaranteeing your product defrosts in mint condition. Slow freezing in your domestic freezer can dry and stress meat by comparison. Our products are frozen freshly processed so as to minimize the chances of bacteria development.
WHAT DOES THE USE BY DATE MEAN ON FROZEN PRODUCTS?
Your frozen product will arrive with it’s fresh-cut Use By date displayed. This date refers to its CHILLED state shelf life and may be well before the date of delivery. This is normal. Once the product freezes down it takes on a new lease of shelf-life! Industry regulations mean that most NZ food products display a Use By date which refers to their pre-frozen state. (Please contact Customer Services on Freephone 0800 737 800 for further explanation).
