FAQ

Thank you for placing your order with us! Please be aware that it typically takes 2-3 days to process orders prior to shipment. Should any items in your order be out of stock and require baking, additional time may be necessary to prepare your purchase for shipping. We appreciate your patience and are committed to ensuring your cookies arrive fresh and delicious.

Regarding cancellations or changes to your order, please note that once an order is submitted online, we are unable to accommodate cancellations. We understand the importance of getting your order right, so we encourage you to review your selections carefully before finalizing your purchase. This policy helps us maintain efficiency in our order processing and ensures that all our customers receive their products as promptly as possible.

Absolutely! We're pleased to offer bulk discounts for large orders. To learn more about the specifics and how you can take advantage of these savings, please reach out to our sales team at sales@sukibakery.com. Our team is ready to assist you with any inquiries and provide detailed information tailored to your needs.

Absolutely! Our products are perfect for gifting, designed to delight any recipient. To add a special touch, you have the option to include a 3D pop-up gift greeting card with a personalized message during the checkout process. This thoughtful addition ensures your gift is not only delicious but also comes with a heartfelt note, making it all the more memorable.

Our products are conveniently available both online and in select physical locations. You can easily purchase them through our website for direct delivery. Additionally, our cookies can be found in DFS stores at Auckland International Airport, Queenstown International Airport, and Christchurch International Airport. This dual approach ensures that whether you're shopping from the comfort of your home or picking up a last-minute gift while traveling, our delicious treats are accessible to you.

Currently, we do not offer the option to customize orders. We aim to provide a wide selection of products to cater to various tastes and preferences, and our team is continuously working on expanding our range. We recommend keeping an eye on our updates for any new products or features that may align with your interests in the future.

We understand how important your Lowrey order is to you, and we strive to ensure it arrives promptly. If your order seems delayed or missing, here are steps you can take to track its progress:

1. Check Your Account: For orders placed with a Lowrey customer account, log in at lowreyfoods.com to view your order history and shipping details.
2. Email Confirmation: Search for a shipping confirmation email from 'customerservice@lowrey.co.nz'. It's possible this email was directed to your spam or trash folders, so we recommend adding 'lowrey.co.nz' to your approved contact list.
3. Track Your Order: Your DHL or NZ Post tracking number will be provided in the shipping confirmation email. Use the 'Track Your Order' button in the email for direct access to your order's tracking information. Please note, tracking details may take up to 24 hours to update after the carrier's initial scan.

Delivery Status Explanations:

Not Found: Your item might not be found at this moment due to several reasons such as the carrier has not yet accepted or scanned your package, or your tracking number might be incorrect. Please verify with the carrier and check back later.
In Transit: Your item is on its way. This includes various stages from the carrier taking possession to arriving at its destination country.
Out for Delivery: Your order is on the final leg of its journey and should be delivered that day.

Delivery Attempt - Note Left/Scheduled: Delivery was attempted but failed. Please contact the carrier to arrange another delivery attempt.

Delivered: If marked as 'delivered' but not received, check around your delivery location, with neighbors, or household members. If still missing, initiate a 'Trace for a Missing Package' with the carrier.

Undeliverable - Return to Sender: After multiple delivery attempts or issues like address problems, your order may be marked as undeliverable.

If after following these steps your order is still unaccounted for, please contact our Customer Service Team 'customerservice@lowrey.co.nz' for further assistance. We're here to ensure your satisfaction and resolve any delivery issues as swiftly as possible.

Once your order has been successfully placed online, we regret to inform you that we are unable to modify it. This is due to our commitment to processing orders as quickly as possible to ensure timely delivery. We understand that changes might be necessary at times, and we appreciate your understanding of our policy aimed at maintaining efficiency in our operations.

Upon checkout and submission of your order, your chosen payment method—be it a credit card or an alternative form—is automatically processed and finalized. Receiving an order confirmation email indicates that your payment was successful, and your items are being prepared for shipment. Unfortunately, if you intended to utilize a different payment method and your order has already been confirmed, we are unable to cancel or alter the payment method at this stage. For more information on order cancellation policies, please refer to our FAQ section titled " Can I cancel my order? How can I cancel my order?”

When sending Lowrey products directly to someone else, the order confirmation might show both the shipping and billing addresses, which could appear in a way that seems they've been swapped. This situation can cause a bit of confusion, but there's no need to be concerned.The most important thing is that if you've received a confirmation email stating your order is confirmed, then the order has been processed successfully without any payment issues, and it will be shipped to the intended recipient without any complications.We respect the privacy of your purchase; therefore, we ensure that no billing or pricing information is shared with the recipient. They will exclusively receive the Lowrey product, as our orders are dispatched without including a packing slip or an invoice.For any further inquiries or to double-check your order specifics, don't hesitate to reach out to our Customer Service Team. They're ready to assist you and provide any clarifications you may need.

At Suki Bakery Ltd., we understand the intricacies of shipping perishable items and aim for your orders to arrive securely and promptly. Despite our best efforts, the unpredictable nature of transit can occasionally lead to products being damaged or lost.Due to the perishable nature of our goods, we cannot accept returns. However, should your order arrive damaged, we kindly ask you to contact us at customerservice@lowrey.co.nz within 5 calendar days.

We require clear photographs of the damaged items, as well as the damaged outer carton and packaging, to aid in our evaluation and to efficiently process your refund or replacement request.We ask for your attention to the condition of both the outer carton and the product packaging when submitting a claim. Without evident damage upon inspection, we regret that we cannot proceed with the claim.

Our policy aims to ensure fairness and transparency, relying on your honesty and cooperation in these instances.We offer one replacement per customer and reserve the right to limit refunds and replacements.

Please review your order carefully before completion, as cancellations are not permitted and returns cannot be accepted once an order is placed.Your understanding and collaboration are greatly appreciated, allowing us to uphold the high standards of our products and services and ensure customer satisfaction, even within the limitations of our return policy.

We are delighted to offer shipping to over 60 countries around the globe. For detailed information on shipping rates and estimated delivery times to your specific location, please visit our website. There, you'll find all the necessary details to ensure a smooth shipping process for your order.

Our team works diligently to craft and fulfill orders 5 days a week, from Monday to Friday, with the exception of statutory holidays. It's important to note that the term "ship-out" refers to the date your order departs from our facility, rather than the date it arrives at its destination. This distinction helps manage expectations regarding delivery times.

Absolutely! Once your order has been dispatched from our fulfillment center, you will receive an email confirmation that includes a tracking code. This code allows you to monitor the progress of your shipment in real-time, ensuring you're always informed about the status of your delivery.

Shipping costs for Lowrey products, which we deliver to over 60 countries worldwide, are automatically calculated based on the quantity of products in your order. Here's some good news for our customers: For orders within New Zealand, we offer complimentary NZ Post ground shipping on orders exceeding $120.00. For international orders, we provide free DHL shipping for orders over $179.00. This way, you can enjoy more of our products with the added benefit of free shipping when you meet these order thresholds.

Shipping times for our products are designed to be quick and efficient:

*It usually takes 2-3 working days for us to fulfill new orders and prepare them for shipping.

*All international orders are shipped via DHL, ensuring a secure and swift delivery.

However, please be aware that the following time frames are estimates provided by DHL and commence once your order has been dispatched from our facility:

To Australia: Approximately 2-3 working days.
To countries in Asia: Around 4-5 working days.
To EU and North American countries: Typically 5-7 working days.

Please note, these estimated shipping days can be subject to delays due to factors outside our control, such as customs clearance processes in the destination country or unforeseen flight delays.

For our customers within New Zealand, we ensure prompt and reliable delivery through NZ Post with the following timeframes:

* Overnight delivery within Auckland, for orders placed before a certain cut-off time.

* 2-day delivery to other locations within the North Island.* 2 – 3 days delivery to the South Island.

These delivery times are aimed at making sure you receive your orders as quickly as possible, allowing you to enjoy our products without the wait.

Currently, we do not ship our products to Mainland China. This policy stems from the high rate of damages we've experienced with shipments within China, in addition to the complex and often unpredictable personal parcel customs clearance process. We made this decision to ensure that our customers receive their products in the best condition, without undue delay or complication. We appreciate your understanding and are continually evaluating our shipping policies to better serve our customers worldwide.

Currently, we are unable to ship to PO Boxes, including APO, FPO, and DPO addresses. This limitation is due to restrictions and the specific delivery requirements associated with these types of addresses. We strive to ensure our products reach our customers efficiently and securely, and unfortunately, these locations present unique challenges that prevent us from meeting this goal. We appreciate your understanding and are working on finding solutions to expand our delivery options in the future.

All orders placed on lowreyfoods.com are dispatched from our distribution and fulfillment center based in Auckland, New Zealand. We take great pride in ensuring each order is carefully prepared and shipped, promising you the finest New Zealand quality from our door to yours.

Absolutely. When you place a gift order with us, we ensure that the price of purchase is never included within the package. To make your gift even more special, you have the option to order a 3D Pop-up greeting card and add a personalized gift message during the online checkout process. This way, the recipient will know the thoughtful package was sent by you, without any reference to the cost, ensuring a delightful surprise.

It would be our pleasure! To add an extra touch of luxury to your order, you have the option to include our Premium 3D Pop-up greeting card, along with a personalized gift message, during the online checkout process. Simply navigate to your cart, and you'll find the option to select a greeting card that best suits your occasion. This is a wonderful way to convey your sentiments and make your gift even more special.

Our butter cookies do not contain peanuts or other tree nuts. However, it's important to note that they are produced in a facility that also manufactures biscuits containing peanuts and other tree nuts. While our cookies themselves are nut-free, we recommend that individuals with severe allergies exercise caution due to the potential for cross-contamination.

Yes, all of our premium butter cookies are made with ingredients that contain gluten. However, we've been listening to your requests for a gluten-free option, and we're excited to let you know that we might eventually introduce a gluten-free version. Stay tuned for future updates.

We take pride in the transparency of our products. Full ingredient lists for each of the Lowrey Products across our various collections are readily available. For detailed information on the ingredients of any specific butter cookie you're interested in, please visit the product's page on our website. This way, you can make informed choices about the treats you enjoy!

A Wholesale Retail Partner is an important collaborator in our distribution network, typically involving importers from different countries who are interested in bringing our products to new markets. If you're considering becoming a Wholesale Retail Partner and want to explore the opportunity to import our products, we welcome you to reach out to us. Please send your inquiry via email to sales@sukibakery.com, and we'll provide you with all the necessary information to get started.

Becoming a Wholesale Retail Partner is a straightforward process designed for businesses interested in distributing our products. Please send an email expressing your interest to sales@sukibakery.com. We'll get back to you with the necessary details and requirements to establish a successful partnership.

Our Wholesale Retail Partners enjoy a range of benefits, including access to premium products at wholesale prices, dedicated support from our team, and marketing materials to help promote the products effectively. Additionally, partners have the opportunity to be featured on our website and through other marketing efforts.

Yes, we have minimum order requirements to ensure a mutually beneficial partnership. These requirements vary depending on the product range and the geographic location of your business. For specific details on minimum order quantities, please contact us at sales@sukibakery.com.

Absolutely! We value the feedback and insights from our Wholesale Retail Partners and are always open to suggestions for new products or improvements to our existing range. Your input is crucial in helping us meet the needs of diverse markets.

Yes, we offer training and support to ensure our Wholesale Retail Partners are well-equipped to sell and promote our products. This includes product knowledge, sales strategies, and marketing support. Our team is committed to the success of our partners and provides ongoing assistance.

Quality assurance is at the heart of everything we do. All products undergo stringent quality checks before being shipped to our partners. We also maintain close communication with our partners to address any quality concerns promptly and ensure customer satisfaction.

Yes, each Wholesale Retail Partner is assigned a dedicated account manager who serves as your point of contact for all inquiries, orders, and support needs. This ensures personalized service and swift responses to your business needs.