Frequently Asked Questions 

Ordering and Payment

  • How can I pay for my order? We currently accept credit card payments for online orders.

  • Can I change or cancel my order? You can request to cancel your order within 12 hours of placing it through our Contact Us page. After 12 hours, we'll try our best to accommodate changes, but your order may have already been processed.

  • When will my order be shipped? Orders received after 3 pm on Thursday will be dispatched on Monday. All other orders received Monday through Thursday before 3 pm are typically dispatched the next business day.

Shipping & Returns

  • Do you deliver frozen products? No, we currently do not deliver products that require freezer storage, such as ice cream, frozen berries, pelmeni, vareniki, and other frozen convenience foods.
  • Do you use refrigerated couriers? No, we do not currently use refrigerated couriers.
  • How do you keep refrigerated items cold during shipping? When shipping items that require refrigeration, we use insulated packaging and ice to maintain temperature. 
  • Can I track my order? Yes, we use NZ Couriers. You'll receive a tracking link in your order confirmation email.
  • What are your shipping rates? Please refer to our Shipping Information page for detailed information on shipping rates and delivery times.
  • What is your return policy? Please choose your products carefully as we do not accept returns if you change your mind.

Gift Vouchers

  • Where can I use my gift voucher? Gift vouchers are valid for purchases at Skazka Delicatessen stores and online.

  • How long are gift vouchers valid for? Gift vouchers are valid for one year from the date of issuance.

  • Can I get cash back if I don't use the full value of my gift voucher? No, change will not be given for purchases made with gift vouchers.

Other Questions

  • Is it safe to shop on your website? Yes, we take your security seriously and have measures in place to protect your personal information.

  • Do you sell alcohol to minors? No, we strictly adhere to the Sale and Supply of Alcohol Act 2012 and will not sell or deliver alcohol to anyone under the age of 18.

  • What is your privacy policy? We collect and use your personal information in accordance with the Privacy Act 1993. You have the right to access and correct your information.