FREQUENTLY ASKED QUESTIONS
We’re open! You’ll be pleased to know you can now shop instore, click & collect or get nationwide delivery.
We’re dedicated to providing the best possible service during this time, but the health and safety of our people and communities is our priority. Because of this, we’ve made some changes to the way we operate, and we hope you’ll bear with us as we work to keep our staff and customers safe.
Here’s what you need to know about shopping with LK during this time:
- My Account
- Click & Collect
Is your website open?
Yes, you can continue to shop online with us. We are currently offering a delivery service and Click & Collect.
Are your physical stores open?
Yes, our physical stores are now open. You can view our store locator and opening hours here
Do you currently deliver nationwide?
Yes. We deliver nationwide Monday to Friday, except for the major public holidays - Good Friday, Easter Monday, Christmas Day and ANZAC Day.
What are you doing to prevent the spread of Covid-19?
Hygiene has always been important to us, but we’re putting extra measures in place to protect our customers and staff. This includes limiting the number of staff & customers inside the store at any one time, a contactless delivery system, an extensive daily cleaning schedule and ensuring both our people and communities keep a safe two-metre distance between them.
2. My Account
I’ve forgotten my password, can I reset it myself?
Yes! Please select the ‘Forgot Your Password’ link and enter your email address in order to receive a password reset link.
My address is wrong can I update this?
Yes, if your order has not yet been shipped then we can update the address for your delivery. Please contact us at here and we will update it in the system. If your order has been shipped, then you will need to contact Courier Post directly with your order number to request a re-delivery.
Who can place orders on your website?
To buy alcohol online you must be over the age of 18.
I can’t find something in the online store – does that mean it’s not available?
If your favourite product isn’t currently available on the website, please ring your local store and they may be able to fulfil it for you. Click here for store phone numbers.
What are the rules around alcohol delivery?
We can’t leave restricted goods such as alcohol unattended at an address. So please make sure that someone over the age of 18 will be available to take delivery – and they must have ID on them too.
How much do you charge for shipping?
Shipping is charged based on the postcode of the delivery address, and you’ll see any charges called out in checkout. Our current delivery charges are:
- Standard $6.99
- Rural $11.99
- Waiheke $11.99
- Great Barrier, Chatham Islands & Stewart Islands $39.99
What’s the process for getting my delivery safely?
We’ve implemented a simple contactless delivery system. When your order arrives, the driver will stay two metres away from you. You’ll still need to show ID – just place it on the ground in front of you and step away so the driver can see it. The driver will then leave your package a safe distance away for you to collect.
I’ve placed my order but when will it arrive?
Orders are shipped via CourierPost. Please note they are currently experiencing huge demand so deliveries may take a minimum of 5-10 working days.
Once your order has been shipped you will receive a Shipping Confirmation email with a link to be able to track your order via Courier Post.
Why is my order late and what can I do?
CourierPost are currently experiencing huge demand so please allow a minimum of 5-10 working days for your order to arrive. If you still haven’t received your order after 10 working days, please contact our support team here and we’ll look into this for you.
5. Click & Collect
Is Click & Collect available?
Yes, Click & Collect is available. You may order online and collect your parcel instore, simply select the location closest to you at online check out.
When can I collect my order?
We’re working hard to ensure orders will be ready as soon as possible. Orders will be available for collection between 12-6pm the following day after ordering. No additional products can be added at the time of pickup.
Do I need to bring anything with me?
As per our current policy, the person collecting the order must be over the age of 18 with current ID and be able to show your confirmation email.
What’s the process for collecting my order safely?
Health and safety remain our top priority. Because of this, we’ve limited the number of staff & customers inside the store at any one time, added sneeze guards at the counter and floor markings to help you keep a 2-metre distance from others.
I no longer want my order. What should I do?
If you are unhappy about any aspect of your delivery or would like to return your order, please contact the customer support team here with your order details.
For stock purchased for an event, we offer a 20% sale or return policy. This means that you can have peace of mind if you over order that some product can be returned. Product that is returned must be in re-saleable format – i.e. packaging unbroken and not damaged in any way. We will then arrange either a replacement or refund.
My order has missing or broken items, what do I do?
If your order has been damaged prior to delivery or is missing items, please contact the support team here with your order details. We will then look into arranging a replacement or a refund.
Your LK Team