Frequently Asked Questions

Due to the shape of our products, its extremely hard to wrap our jars and pouches.

We do have Toffee Gift Box and Handwritten Gift Notes

Unfortunately not, as our toffee contains butter.

We sure do! We use NZ Post or Post Haste. For the free shipping offer, this does not include Corporate Orders

Straight from the fridge to give it that delicious snap!

Yes! Please email hello@theconfectionist.co.nz to talk through options. Alternatively use the Weddings & Corporate Gifts page, let us know what you're after, and we will get back to you ASAP.

As an add on option, add the handwritten gift note to your basket. You can then write your message in the 'note' section located at the bottom left-hand corner of the shopping cart.

Do you ship to Australia?

Not at the moment — although we’d love to.

For now, The Confectionist is available for delivery throughout New Zealand only.

Do you ship internationally?

Not currently.

We’d love to see The Confectionist travelling further afield in the future, but at present we only ship within New Zealand.

When will my order be dispatched?

We aim to dispatch all online orders within 48 hours, Monday to Friday.

Orders placed over the weekend will be processed from Monday. Once your order has been dispatched, delivery timeframes will depend on where in New Zealand it is heading.

How long will my order take to arrive?

Once your order has been dispatched, our usual delivery timeframes are:

• North Island: 1–2 working days
• South Island: 2–3 working days
• Rural delivery: please allow an additional 2–3 working days

These are estimated courier timeframes and, from time to time, delays outside our control can occur.

Do you deliver to rural addresses?

Absolutely. We deliver to rural addresses throughout New Zealand.

Just allow a little extra time for your toffee to make its way to you — rural deliveries can take an additional 2–3 working days.

How much is delivery?

We ship nationwide, with the following delivery options:

• Auckland: $10
• North Island: $12
• South Island: $17.50
• Next Day Delivery: $17
• Free standard shipping: on orders over $75

How can I track my order?

Once your order has been completed and dispatched, you’ll receive a confirmation email containing your NZ Post tracking link.

If you can’t find it, have a quick look in your spam or junk folder.

Our Guaranteed Next Day Delivery service works a little differently and tracking isn’t automatically sent. If you would like the tracking details for one of these deliveries, simply contact us and we can provide them.

My tracking says delivered, but I can’t find my parcel. What should I do?

First, have a look around the property, check with other members of the household and, if you’re rural, check your usual authorised delivery location.

You can also use your NZ Post tracking information to see whether there are any delivery details or proof of delivery available.

If your parcel still can’t be located, contact NZ Post using your tracking number to lodge an enquiry. If you need any further information from us to help with this, please get in touch.

Can I change my delivery address after placing my order?

If your order hasn’t yet been dispatched, contact us as soon as possible and we’ll do our best to update it for you.

Once an order has been dispatched, unfortunately we can no longer make changes to the delivery address.

Can I change the products or flavours in my order?

If your order hasn’t yet been dispatched, contact us as soon as possible and we’ll see what we can do.

Once your order has been dispatched, we’re unable to make any further changes.

Can I cancel my order?

If you need to make a change to an order, please contact us as soon as possible.

Once an order has been dispatched, it can no longer be changed or cancelled. Please also keep in mind that change-of-mind cancellations are not covered under our returns policy.

How do I know my order has gone through?

Once your order has been successfully placed, we’ll send you a confirmation email containing your order number.

If it doesn’t appear in your inbox straight away, check your spam or junk folder.

If you’re still unsure whether your order has gone through, get in touch with us before placing it again and we can check for you.

Something is missing or incorrect in my order. What should I do?

Please contact us as soon as you notice something isn’t right.

Include your order number and let us know what is missing or incorrect so our team can look into it and work out the best way forward.

My order has arrived damaged. What should I do?

Please contact us as soon as possible and include your order number along with clear photographs of the damaged product.

The photographs help us assess what has happened and determine the best way to resolve it for you.

How do I add a handwritten gift note?

Add a Handwritten Gift Note to your order, then enter the message you would like us to write in the Order Notes field during checkout.

We’ll handwrite it and include it with your gift.

I’ve already placed my order. Can I add or change my gift message?

As long as your order hasn’t yet been dispatched, contact us as soon as possible with your order number and the message you would like included.

Once your order has been dispatched, we’re unable to make further changes.

Can I place an order through my account but send it to somebody else?

Of course. Simply enter the recipient’s details as the delivery address when you place your order.

Your account and contact details can remain yours while the toffee heads directly to the lucky recipient.

Do you include prices or paperwork inside the parcel?

No. The Confectionist is made for gifting, so we don’t include invoices, prices or other paperwork inside our parcels.

If you require a receipt or invoice for your records, just get in touch and we can provide one separately.

Can I send one order to multiple addresses?

Each online order can be sent to one delivery address.

If you’re looking to send a larger number of gifts to different addresses — for corporate gifting, Christmas or an event — please contact our team and we can help you arrange it.

Do you offer gift wrapping?

We don’t offer traditional gift wrapping for our jars and pouches.

Instead, we recommend choosing one of our Toffee Gift Boxes or adding a Handwritten Gift Note to make your order gift-ready.

Is your toffee gluten free?

Our toffee is made using ingredients that do not intentionally contain gluten unless otherwise stated. However, some of our ingredients are sourced from suppliers who also process gluten-containing cereals on shared equipment, which means trace cross-contact may be possible before ingredients reach our kitchen.

Allergen information can also vary between flavours, so please always check the individual product page before ordering.

If you have a serious allergy or dietary requirement, we recommend contacting us before purchasing so we can help you make an informed choice.

Where can I find ingredient and allergen information?

Full ingredient and allergen information is available on each individual product page.

Because ingredients can differ between flavours, we recommend checking the specific product you’re purchasing, particularly when buying for someone with an allergy or dietary requirement.

My toffee has smaller pieces in it. Is that normal?

Absolutely — it’s part of the nature of handmade brittle.

We make our toffee in large slabs before breaking it down by hand, so every batch naturally contains a mixture of larger pieces and smaller, bite-sized pieces. No two jars or pouches will ever look exactly the same.

And those little pieces certainly shouldn’t go to waste — they’re brilliant sprinkled over ice cream, desserts, yoghurt or even used to decorate a cake.

Why are there crumbs or loose nuts at the bottom of my jar or pouch?

Because our toffee is handmade and broken from larger slabs, some smaller pieces, crumbs and loose toppings are completely natural.

The toffee can also move around a little during its journey to you.

Think of the smaller pieces as a bonus — sprinkle them over ice cream, use them on desserts or add them to your next cake creation.

If your product appears to have been excessively damaged in transit, send us some photographs and we’ll be happy to take a look.

How should I store my toffee?

Keep your toffee in a cool, dry, dark place.

Once opened, we recommend refrigerating it between 1–4°C to keep that signature Confectionist snap.

How is the toffee best served?

Straight from the fridge.

Keeping it chilled gives our toffee its deliciously crisp snap — although we won’t tell you how quickly you need to put it back.

How long will my toffee keep?

Our toffee has a shelf life of approximately three months when stored in a cool, dark environment, or six months when kept chilled.

Is your toffee vegan?

Unfortunately not. Our toffee contains butter, so it isn’t suitable for a vegan diet.

A flavour I love has disappeared. Will it be coming back?

All of our classic flavours will return.

If a flavour is labelled Limited Edition, however, it is only here for a finite amount of time — so if you love it, don’t miss your chance.

We review our range seasonally too. If you’ve discovered a flavour you think deserves a permanent place in The Confectionist line-up, leave us a review. Customer demand and feedback are an important part of how we consider our future range.

I didn't receive my 10% welcome code. What should I do?

Your 10% welcome code will be sent to the email address you used when signing up.

If you can’t see it, check your spam or junk folder first.

Still no luck? Get in touch with us using the same email address and our team can help.

Why isn't my discount code working?

Our welcome discount can only be used once per email address, so check that the code hasn’t previously been redeemed.

We very rarely discount The Confectionist, and promotional codes may also have their own conditions or exclusions.

If you’re having trouble with a valid code, contact us before completing your order and we can take a look.

Can I use more than one discount code?

No. Discount codes can’t be used in conjunction with one another.

Only one promotional code can be applied to an order at a time.

Can you apply my discount after I’ve placed my order?

Unfortunately not.

Any promotional or discount code needs to be applied at checkout before your order is completed. We’re unable to retrospectively apply discounts once an order has been placed.

If your code isn’t working, contact us before placing the order so we can help.

Can I get a GST receipt or invoice?

Absolutely. Email us with your order number and our team can provide a GST receipt or invoice for you.

We don’t include this paperwork inside the parcel, so your recipient won’t see any pricing if the order is a gift.

Do you offer bulk or corporate ordering?

Yes.

If you’re looking for a larger quantity of The Confectionist for clients, your team, an event or another occasion, get in touch with us and our team can talk through the options with you.

If you’re looking to stock The Confectionist in your own business rather than place a corporate order, please send us a wholesale enquiry instead.

Do you offer corporate Christmas gifting?

We do.

At Christmas we also introduce limited-edition seasonal flavours, which can make a particularly delicious corporate gift.

A minimum order quantity of 50 items applies to our corporate Christmas offering. Get in touch with our team early to discuss quantities, flavours and delivery requirements.

Do you offer wholesale?

Yes. We work with a range of businesses that stock The Confectionist.

If you’re interested in becoming a wholesaler or stockist, get in touch and tell us a little about your business, where you’re located and what you’re looking for.

Where can I buy The Confectionist in store?

The Confectionist is available through a growing range of stockists around New Zealand.

Visit our Stockists page to find one near you.

Do you supply cafés, hotels, airports or other businesses?

We supply a variety of businesses and we’re always open to hearing from new ones.

If you think The Confectionist could be a good fit for your store, café, hotel, workplace or other business, get in touch with our team and tell us what you have in mind.

Do you support charities, fundraisers or community events?

Every year we set criteria for the charities, organisations and events we’re able to support.

We would love to say yes to everyone, but unfortunately the number of requests we receive means that isn’t possible.

If you’re looking for sponsorship or product support, please get in touch with details about your organisation, event and what you’re requesting. Our team will review it against our current sponsorship criteria.