FAQ
If you have any questions relating to your order please see our FAQs below or email us at owner@gatekeeper.nz
Orders, Shipping & Returns
Where do you ship from?
We ship from our warehouse in Auckland, New Zealand.
How do I make an order?
Just click on the product or collection of your choice, click the 'ADD TO CART' button to add it to your cart and this will show up in the right hand corner of the website.
- Click 'checkout' in the cart to start the process of payment selection.
- You can now leave special instructions or change the quantity you need, or add any discount codes or gift cards in the cart, before proceeding.
- Next click 'Checkout' to be taken to the payment page.
- Enter your personal details and delivery address and choose a shipping option.
- Finally Choose a Payment Option then push "Complete Order." You will be notified via email with an attached pdf receipt.
What payment options do you offer?
Gate Keeper accepts the following payment methods for online purchases:
- All major credit cards, as shown at checkout including Visa, Mastercard and American Express.
- Apple Pay, Google Pay, Union Pay & Shop Pay
Please note that your billing address must match the address on your credit card statement.
Do you deliver within New Zealand?
Yes. We offer nationwide delivery across New Zealand, including rural addresses.
Do you deliver internationally?
No sorry. We don't currently ship overseas, but please contact us if you'd like a quote.
How long does delivery take?
- Metropolitan areas: 1–2 business days
- Rural deliveries: 2–3 business days
Please note delivery times may vary during public holidays or seasonal demand.
What are the shipping costs?
We offer FREE NZ Nationwide Shipping on all orders $100+
North Island - $6.90
North Island Rural - $11.90
South Island - $8.90
South Island Rural - $13.90
Are your prices inclusive of GST?
Yes. All prices are displayed in NZD and include 15% GST, unless otherwise stated.
Is it safe to shop with you online?
Yes. Our website uses secure, encrypted payment processing to protect your personal and payment information at all times.
How can I track my order?
Once you place your order online, you will be able to see the details of the purchase, follow its preparation and see shipping updates in the My Account area. Courier tracking details should also be emailed to you once your order has been shipped.
Can I return or exchange a fragrance?
For hygiene and safety reasons, we are unable to accept returns or exchanges on opened fragrances. Should your order arrive damaged or faulty, please contact us within 7 days of delivery and we will resolve the matter promptly in accordance with the Consumer Guarantees Act.
What if my order arrives damaged?
In the rare event your order arrives damaged, please contact us within 48 hours of receipt, including:
- Your order number
- Clear photographs of the product and packaging
We will arrange a replacement or refund as swiftly as possible, depending on your situation.
Products
How should I store my fragrance?
To preserve the integrity of your fragrance, store it:
- Away from direct sunlight
- In a cool, dry environment
- With the cap secured when not in use
Avoid bathrooms, as heat and humidity may alter the composition.
How long will my fragrance last once opened?
When stored correctly, most fragrances retain their character for 3–5 years. Subtle changes over time are natural and do not indicate a defect.
Why does a fragrance smell different on me?
Fragrance interacts uniquely with individual skin chemistry, environment and climate. Seasonal changes and formulation updates by the brand may also create subtle variations.
Do you offer samples?
Samples may be included with selected orders or during special releases, subject to availability.
How can I contact you?
Our customer care team is available via contact form on our website
We aim to respond within one business day.
My question isn't answered here, what should I do?
Please contact us, we would love to help you out.
