FAQs

Where do the items come from?

All items in our online shop are donated by our generous community. Each piece is handpicked by our team to ensure quality and uniqueness.

Are the items second-hand?

Yes, most of our items are pre-loved unless otherwise stated. Some may be brand new with tags, but all are carefully checked for quality and condition.

Can I track my order?

Once your order is dispatched, we’ll send you a tracking number via email.

What if I made a mistake in my order?

Please contact us as soon as possible if you need to update your address or correct an order. We’ll do our best to help before it ships.

Do you offer gift wrapping or gift messages?

Currently, we don’t offer gift wrapping, but you’re welcome to add a gift note in your order comments.

How does Click & Collect work?

At checkout, simply select Click & Collect as your delivery option. Orders can be picked up from our Distribution Centre at:
28 Lunn Ave, Mt Wellington, Auckland
Monday to Friday, 9am – 4pm
We'll email you once your order is ready for pickup.

Do you offer shipping?

Yes! We offer nationwide shipping across New Zealand. Shipping costs are calculated at checkout based on your location.

Can I return or exchange items?

As we are a charity shop and most of our items are unique, we do not offer returns or exchanges unless the item is faulty or not as described. If you have any concerns, please reach out to us.

How long will it take to receive my order?

Orders are typically processed within 2–3 working days. Delivery time will depend on your location, but most parcels arrive within 5-7 working days after dispatch.

What happens to the money from my purchase?

Every dollar from your purchase supports Dove Hospice’s free services for individuals and families facing life-threatening illness, grief, and loss. Thank you for making a difference.

Can I donate items to Dove Hospice?

Yes, we gratefully accept quality donations. You can drop items off at any of our Dove Hospice shops. For more information, visit our Donate your belongings to Dove - Dove Hospice & Wellness