Our Terms & Conditions
Thank you for visiting lovefrom.co.nz! Our utmost priority is to ensure that your shopping experience with us is enjoyable, and that you are completely satisfied with your purchase, encouraging your return for more.
These are the terms and conditions (referred to as "Terms") under which lovefrom.co.nz (hereinafter "Love From") provides physical products available on the website https://www.lovefrom.co.nz/ within New Zealand.
These Terms constitute the legal agreement between you and Love From in connection with your product purchases on the website. We strongly advise you to carefully read through these Terms before placing an order with us. They provide insights into our identity, how we deliver products to you, how both parties can make changes or terminate the contract, and what steps to take in case issues arise. Additionally, there is other vital information that necessitates your careful attention. Should you have any inquiries or need clarification regarding these Terms, please do not hesitate to contact us.
If you are in disagreement with these Terms, you are not permitted to order any products from this website.
Please note that Love From, New Zealand, operates this website as part of the Teifi Media Group. References to "we," "us," and "our" pertain to Love From, while "you" or "your" refers to any consumer, and these terms may be used interchangeably.
1. INFORMATION ABOUT US AND HOW TO CONTACT US
a) How to contact us
You can contact our customer service team, depending on where you live, in the following way:
Email: info@lovefrom.co.nz
b) How we can contact you
If we have to contact you, we will do so by writing to you at the email address or postal address you provided to us with your order. Our primary mode of writing to you will be by email. If no email is provided then we will write to you at the address you have provided.
c) Your status
You must be at least 16 years of age to place an order on our website.
2. ORDERING FROM LOVE FROM
a) How to order
To initiate an order with us, you have two options: a) establish an account, or b) use our website as a guest to place your card order. When creating a Love From account, you will be required to provide your legal name, a valid email address, and your postal billing address.
Orders can be finalised by clicking the checkout button after you've selected your desired cards. Upon confirming your order, you commit to purchasing the selected product and agree to abide by these terms.
Once your order is confirmed, we will process payment using the payment method you've specified. Subsequently, we will send you an order confirmation containing all pertinent details, including estimated delivery times and tracking information if you've chosen courier delivery.
b) Confirmation of your order
After your payment and order have been accepted, we will send you an email to confirm your order. This email confirmation signifies the establishment of a legally binding contract between you, the customer, and us, the provider of goods and services through our website.
c) We will not accept your order if
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There are unexpected limits on our resources which were unforeseen or could not be reasonably planned for.
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Your payment method fails
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We suspect the order has been placed fraudulently
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We are unable to meet your specified delivery deadline
d) Order number
You will receive an order number with your confirmation email from us which can be used in any correspondence with Love From to identify your order.
e) Order limitation
We reserve the right to limit or prohibit orders that, in our sole judgment, appear to be placed by dealers, resellers or distributors.
3. PRODUCTS
a) Our Greetings Cards
Our website offers cards that are designed and printed in New Zealand. These cards will be shipped from Waikato, New Zealand, to their intended destinations via standard mail, unless an alternative courier option is selected during the ordering process.
b) Product pictures
The card images featured on our website are meant for illustration purposes. While we strive to present the colours as accurately as possible, we cannot ensure that your screen resolution will faithfully reproduce the product colours, and variations may occur.
4. PRICE AND PAYMENT
a) Where to find the product price
The product price will be indicated on the order page where you placed your order. Please check and ensure that this is correct before checking out. Product prices are visible in the website window to the right of the product photo.
b) Payment
There are multiple forms for payment options available including: debit card, credit card and PayPal.
c) Discounts and vouchers
Discount codes and vouchers should be utilised by the specified expiration date and applied during the checkout process to avail the reduced price. They are associated with particular products and cannot be employed for discounted delivery charges. Love From retains the authority to modify, terminate, or prolong offers as deemed necessary. Discounts and promotions cannot be applied retroactively, and cash alternatives for offers or discount codes are not available.
5. PRODUCT DELIVERY AND DISPATCH
Once orders depart from our Waikato facility, they are considered as "dispatched." The delivery date is estimated, with guidelines based on the New Zealand Postal service. It's important to note that the dispatch date refers to when the ordered item is sent and does not represent the actual delivery date. Regrettably, we cannot provide assurances for specific delivery dates and times for our products. Your email order confirmation will include information about the expected delivery timeframes. If you're ordering cards for special occasions, we recommend allowing sufficient time for delivery and selecting the most suitable delivery option during checkout. Please be aware that Love From does not guarantee specific delivery dates and times.
a) Postcodes and address information
It is the responsibility of the customer to ensure delivery addresses and postcodes used are accurate. Valid New Zealand addresses can be checked here. For rural addresses in New Zealand the recipient must be registered at that address or else the mail will be undeliverable and returned to sender. Errors in addressing may cause unnecessary delays and even failed delivery of items. Please note that we are not responsible for the accuracy of the NZ postal address finder.
b) Delivery costs
The product price for cards sent within New Zealand already automatically include standard delivery costs, except when an extra courier service is selected. All cards are dispatched using standard NZ delivery, which may take up to 10 days, so please factor this into your planning. Any associated costs will be clearly detailed at the checkout, and we will notify you of any charges (if applicable) before finalising your order. Please note that we retain the right to adjust delivery costs at any given time.
c) Dispatch cut off times
The cut off time for same day dispatch is 12pm. If you place your order after 12pm we will be unable to offer same day dispatch and these orders will be processed the next working day.
c) Delivery affected by external events
Unforeseen circumstances, whether natural (such as a pandemic or natural disasters) or man-made (including accidents, fires, explosions, industrial disputes, terrorist incidents, and import/export constraints), may potentially lead to delivery delays. Love From cannot be held responsible for delays that occur beyond our control. In the event of a significant delay caused by external factors beyond our control, we will offer you the option to cancel your order.
It is essential that you provide us with the necessary information to facilitate the supply of your products. Failure to do so may result in an additional charge for the extra work required to process your order. Please be aware that you are responsible for your goods from the moment we deliver them to your address.
6. YOUR RIGHT TO MAKE CHANGES
For your convenience, we may permit you to modify your order through your Love From account. In the event that you're unable to make these alterations, kindly get in touch with our Customer Service Team via email. To assist you efficiently, please have your order number or the email address you used for registration readily available.
We will promptly inform you regarding the feasibility of the requested change. If the alteration is feasible, we will provide details about any adjustments to the product's price, delivery schedule, or any other relevant aspects resulting from your requested change. We will then seek your confirmation on whether you'd like to proceed with the modification.
7. OUR RIGHT TO MAKE CHANGES
a) Minor changes
From time to time, we may find it necessary to make slight adjustments to a product to ensure compliance with evolving legal and regulatory standards, or to implement minor technical improvements and enhancements.
b) Significant changes
In specific scenarios, there may be a need for us to introduce significant modifications to our products. If such circumstances occur, we will promptly notify you. You will have the choice to contact us to terminate the contract before these adjustments take effect, and in such instances, receive a refund for any products you've purchased but have not yet received.
8. YOUR LEGAL RIGHTS TO END THE CONTRACT
a) Your rights
The resolution of terminating your contract varies based on several factors, which include the nature of your purchase, its condition, and the timing of your decision to cancel. These factors encompass whether the product is flawed or misrepresented, if you're cancelling due to our actions or commitments, or if it's simply a change of heart. If you're still within the cooling-off period, a refund is possible, but it might involve deductions, and you may need to cover the return shipping costs. In other cases (when the issue isn't due to our responsibility, and change-of-mind policies don't apply), specific terms may apply.
b) Ending the contract because of something we have done or are going to do
If you decide to terminate the contract for any of the reasons listed below, the contract will be concluded immediately, and you will receive a full refund for any undelivered products. Additionally, you may be eligible for compensation in certain cases. These reasons include the following scenarios: if we've informed you about an upcoming change to the product or these Terms, and you disagree with it; if we've notified you of an error in the price or product description, and you choose not to proceed; if there's a substantial risk of significant delivery delays due to external events beyond our control; if we've temporarily halted product supply for technical reasons or provided notice of such suspension, each lasting for more than 48 hours; or if you possess a legal entitlement to terminate the contract due to our wrongdoing.
c) Your right to change your mind
For most products bought online you have a legal right to change your mind within 14 days and receive a refund.
If you've made a purchase, such as a Non-Personalised Product, you have a 14-day window starting from the day the goods are received, either by you or the recipient, unless your order is delivered in multiple shipments across several days. If it's the latter, you'll have until 14 days after the day you (or the recipient) receive the final delivery to reconsider your decision regarding the goods.
You are not entitled to alter your decision regarding personalised products and cards, including digital items like eCards, once the recipient has accessed the email with the eCard. Similarly, products sealed for health or hygiene reasons cannot be returned once they have been unsealed after delivery.
d) Ending the contract where we are not at fault and there is no right to change your mind:
If you wish to terminate a contract before it's fulfilled, provided we are not responsible for the termination, and you haven't had a change of heart, simply get in touch with us to notify your intent. The contract will be terminated promptly, and we will reimburse any payments made for products not yet delivered. However, we reserve the right to deduct reasonable compensation from the refund to cover the net costs incurred due to the contract termination.
Greetings Cards and Personalised Products: According to the Consumer Guarantees Act, products must match their description, be suitable for their intended purpose, and meet acceptable quality standards. Throughout the anticipated lifespan of your item, your legal entitlements include the following: if your product is defective, you have the right to receive an immediate refund. Furthermore, if your product cannot be repaired or replaced, you generally have the right to a full refund.
9. ENDING YOUR CONTRACT
a) Reporting a problem
If you have inquiries or are dissatisfied with your order, please reach out to our Customer Service Team via email info@lovefrom.co.nz. To assist us in addressing your concern, kindly provide your order number, the registered email address, and a description of the issue with your order.
We strive to acknowledge any complaints within 14 days and aim to resolve them within 28 days. In some cases, we may request a photograph of the product to prevent future issues. If necessary, we will guide you on the return process.
b) Returning rejected products
To assert your legal rights in rejecting products, you must initiate their return to us. If the purchase is a gift, kindly send the product to the return address indicated. Please reach out to our Customer Service Team for guidance and further details.
c) Returns and refunds
We will issue a refund for the product's price, including any delivery costs, using the same payment method you originally used. This refund will be processed within 14 days from the moment we receive the product back from you, or if you can provide evidence that you've dispatched the product earlier. In all other instances, if you've decided to change your mind, your refund will be completed within 14 days from the date you inform us of your decision.
d) Personalised Cards
If you have a damaged card, kindly reach out to our Customer Service Team at info@lovefrom.co.nz. You have two options for resolution: either return the item to us within three days of receiving it, or provide us with a photo of the damaged item before sending it back.
In the event that you qualify for a refund, we will reimburse the amount you paid for the product(s) to the original credit or debit card used for the purchase. Alternatively, if applicable, we may offer to reprint and resend the item at no additional cost. Please be aware that our policy does not allow for both a refund and a resend for the same order.
Please note that refunds cannot be issued if the issue is a result of your actions, such as product misuse, misspelt personalisation, or if you uploaded a low-resolution or small-sized image.
In cases of damaged cards, we will typically request clear photographs that clearly depict the problem. This helps us identify any system or courier issues. It is crucial to contact us as soon as possible regarding any order or product-related issues. We require notification within three days of delivery to ensure the best chance of effectively addressing the problem.
e) Payment for the costs of return
We will cover the return expenses in the following scenarios: if the products are defective or inaccurately described; if you are terminating the contract due to our notification of an upcoming change to the product or terms, pricing or description errors, delivery delays caused by events beyond our control, or because you have a legal entitlement to do so as a result of our wrongdoing; or if we have issued a product recall.
10. OUR RIGHTS TO END THE CONTRACT
We reserve the right to terminate the product contract by notifying you in writing if you fail to facilitate the timely delivery of the products to either yourself or the intended recipient, or if you do not arrange for their collection from our designated local depot.
In the circumstances outlined earlier, should we decide to terminate the contract, we will reimburse any advance payments you've made for products that we have not supplied. However, we reserve the right to deduct or charge you a reasonable compensation amount for the net costs we incur due to your contract breach.
11. INTELLECTUAL PROPERTY
Unless explicitly specified, all the content on our website is the exclusive property of Love From or its licensors.
You are permitted to use and access our website solely for the purpose of ordering products and services provided by Love From in compliance with these Terms.
You are expressly prohibited from copying, distributing, publicly displaying, or creating derivative works from any material, Content, or intellectual property owned by Love From without obtaining prior written permission.
12. OUR WEBSITE
We strive to maintain the availability of our website around the clock. Nevertheless, we cannot be held responsible if, for any reason, the website becomes temporarily unavailable at any time or for any duration.
13. CUSTOMER REVIEWS
When you post a review on our Website or on third-party platforms, you acknowledge and affirm that you are the sole author of the review, vouch for its accuracy, and verify that you are at least 18 years old.
By submitting a review, you grant Love From an enduring, non-revocable, royalty-free, transferable right and licence to utilise, copy, modify, delete in whole or in part, adapt, publish, translate, and create derivative works from that review, across all mediums and technologies, on a global scale.
You must agree not to submit reviews that are false, inaccurate, or misleading; disclose confidential information; violate any applicable laws; infringe upon the intellectual property rights of others; contain offensive or threatening content; promote discrimination; reference other services; impersonate any individual; include explicit, obscene, or indecent material; or constitute harassment.
We retain the discretion to decline the publication of reviews or remove them. When you provide your email address along with your rating and review, you consent to Love From using your email address to contact you regarding your review. We will not share your details with any third parties without your consent. Love From assumes no liability for your personal information in connection with reviews posted on third-party websites.
14. PERSONAL INFORMATION
We will only use your personal information as set out in our Privacy Policy and Cookie Policy, which are subject to change from time to time.
15. LOSS OR DAMAGE SUFFERED BY YOU
We do not accept responsibility for any business-related losses. Our products are exclusively intended for domestic and personal use. Should you employ these products for commercial, business, or resale purposes, we bear no responsibility for any profit loss, business interruption, or missed business opportunities you may incur.
16. GENERAL
a) Verification
Please be aware that we do not conduct verification checks when we create your account. As a result of this, it is essential that you supply your actual name and a valid email address when registering. This is necessary to adhere to our Terms and to facilitate identity verification by our Customer Service Team should you need to contact us regarding your order. A valid email address is also essential to receive any other communications outlined in these Terms. We cannot assume responsibility for the inability to verify your identity or provide assistance with your inquiries if a fictitious name or email address is used.
Your Love From account may be temporarily suspended in the event of a breach of these terms and conditions. We retain the right to suspend your Love From Account when deemed necessary.
b) Changes to our Terms and Conditions
These Terms may undergo occasional updates, and when such changes occur, we will promptly post the revised version on the Website, clearly indicating the alterations. We reserve the right to transfer this agreement to another entity, involving the transfer of our rights and responsibilities as outlined in these Terms to a different organisation.
You are allowed to assign your rights or obligations under these Terms to another party only with our explicit written consent. Nevertheless, you may transfer our guarantee to the recipient who obtains the product, or in the case of services, to any item or property for which we have provided services. We may request reasonable evidence from the guarantee recipient to verify their ownership of the relevant product.
This agreement establishes the relationship between you and us, and no third party has the authority to enforce any of its Terms, except in the context of the guarantee.
If a court deems any portion of this contract to be unlawful, the remaining sections will remain valid and enforceable.
Each paragraph in these Terms functions independently. Should a court or relevant authority declare any of them unlawful, the other paragraphs will remain fully enforceable.
c) New Zealand law
New Zealand law governs these Terms, and you have the option to initiate legal proceedings concerning the products in New Zealand courts.