Frequently Asked Questions

Whether you are thinking of buying a Gift Voucher or have bought one already, we have outlined answers to questions that are sometimes asked. If you are not able to find the information you require, please do get in touch with us at +(64) 9 379 5132 or fbcoordinator@cordishotels.com.

1. Which delivery option should I choose?
You may either choose to collect your Gift Voucher from Cordis, Auckland (where available), postal delivery or email (where available).  In respect of postal deliveries, Cordis, Auckland uses New Zealand Post or a designated courier service to deliver your order.  Please note that postage and packaging charges are not included in the Gift Voucher prices. Any postage and packaging charges which apply are advised to you during the check-out and ordering process before you confirm your order. You can also purchase Gift Vouchers in person or over the phone from Cordis, Auckland.

The following mailing options are available to customers ordering from New Zealand:

Email (free of charge) - An automatic email with a Gift Voucher link will be sent as soon as the transaction is completed. This can be sent to either the purchaser or the recipient.

Please note, this is a system generated email and therefore may go to the email recipient's junk or spam email folder. Please also take care when entering the email address that it is correct. If an email delivery fails we will attempt to contact you to advise that the email has been returned to us 'undelivered' and will try to get another email address from the purchaser. If you have any difficulty, contact Cordis, Auckland on +64 (9) 379 5132, fbcoordinator@cordishotels.com for room and dining vouchers. For Chuan Spa vouchers, contact +64 (9) 300 2960, cdakl.info@chuanspa.com.

Postal Gift Vouchers delivered by New Zealand Post:

2. What are the NZ delivery charges for postal Gift Vouchers?

The following delivery supplements will apply for your Gift Vouchers:

Please note that Gift Vouchers cannot be posted overseas, and fees for postage may be amended from time to time to reflect fee changes imposed by New Zealand Post.

3. When will the Gift Voucher(s) be received?

Gift Vouchers elected to be received by email should be received immediately as your payment is processed, with a link to the Gift Voucher emailed to your inbox.

For post, please refer to the applicable delivery deadline specified in FAQ 1 above.  

4. What happens if I don’t receive my postal gift voucher?

You may cancel your original Gift Voucher order and request for a new Gift Voucher to be issued (in which case the original Gift Voucher will be cancelled) or seek a refund.


5. How do I open my Gift Voucher link when the Gift Voucher link is received via email?

The link should open when you left click on it, however you may need to copy and paste the link. Copy the Gift Voucher link text by left clicking on the line(s) of text (highlighting the whole line), then right click and select 'Copy'.

Open your internet browser and paste the Gift Voucher link into your address bar by right clicking and select 'Paste'. Print the gift voucher.

6. How do I cancel a gift voucher purchase?

Except as permitted by law, you may only cancel your order for a Gift Voucher if you do not receive your Gift Voucher or it is lost in the post.

To cancel your order, please contact Cordis, Auckland at fbcoordinator@cordishotels.com for accommodation and dining Gift Vouchers, and cdakl.info@chuanspa.com for spa Gift Vouchers.

If you do choose to cancel your Gift Voucher order and you have ordered more than one Gift Voucher, you can cancel in respect of one Gift Voucher or all of the Gift Vouchers, unless splitting them up would significantly reduce their value.

After you cancel your order Cordis, Auckland will refund any sums you have paid for the cancelled Gift Voucher and its delivery (if the postal delivery option was chosen). 

If you have already received the Gift Voucher which you have cancelled, you should destroy it as it will no longer be valid once cancelled.  If SK Chase or Cordis, Auckland find, after receiving your notice of cancellation, that the Gift Voucher has been used you shall not be entitled to a refund.  

7. How do I order more than 1 Gift Voucher?

Simply 'Add to Order' as many Gift Vouchers as you like by using the 'Continue browsing' button. You can also remove items from your order by using the 'Delete' button.

If you would like to purchase more than 1 of the same type of Gift Voucher simply click on the 'Duplicate' button when in your basket.

You can select different email addresses (but not postal addresses), recipients and personal messages for each of the Gift Vouchers in your order.  Please follow the on-screen instructions.

8. My Gift Voucher is about to expire and I haven't used it yet.  Will I be able to extend the validity of my Gift Voucher?

It may be possible for us to extend the validity of your Gift Voucher; however we cannot guarantee this. Please contact Cordis, Auckland directly to check if the hotel can offer an extension.

For accommodation and dining Gift Vouchers: +64 (9) 379 5132, cdakl.info@cordishotels.com. For Chuan Spa Gift Vouchers: Chuan Spa Auckland on +64 (9) 300 2960, cdakl.info@chuanspa.com.

9. I'm attempting to purchase a Gift Voucher but have received a failed transaction message ('Payment has not been accepted') at the end of the transaction.  What should I do next?

There could be several reasons why this may be happening, including insufficient funds in your account.  Despite there being sufficient funds in an account, banks occasionally decline payments due to it being unusual buying behaviour.

This can be easily rectified by contacting the bank and advising them that you are trying to make an online purchase.

For further help, please contact Cordis, Auckland +64 (9) 379 5132, fbcoordinator@cordishotels.com.

10. I've received my Gift Voucher but there is a spelling mistake / error on the personal message.  Can I get it amended and re-issued?

Yes, in most cases.  Please contact Cordis, Auckland +64 (9) 379 5132, fbcoordinator@cordishotels.com directly quoting your Gift Voucher reference number and we will make the necessary amendments and re-issue the Gift Voucher.  The original Gift Voucher should then be destroyed as it will no longer be valid.

11. I have received a Gift Voucher but I don't know who it's from.  Can you tell me who bought it for me? 

Yes.  Occasionally the person buying the Gift Voucher may ask for the Gift Vouchers to be sent to the recipient directly but forget to add who the gift is from.

Cordis, Auckland has all of the buyers details stored on its system. In circumstances where the recipient has queried who the gift was from, Cordis, Auckland will contact the buyer and advise the buyer of the recipient’s query.

12. I have received a Gift Voucher, how do I redeem it?

Please get in touch with Cordis, Auckland to book your Gift Voucher experience directly. Please use the contact details printed on your Gift Voucher(s), and please book your experience in advance, to ensure availability of your preferred dates/times.

13. I've lost my Gift Voucher.  Can I still make a booking / redeem my experience?

Cordis, Auckland will use reasonable endeavours to locate your Gift Voucher on our internal system and re-issue the Gift Voucher to the extent it is valid and has not been redeemed.

14. I've received (or purchased) a monetary Gift Voucher but don't want to use it all in one transaction.  Is it possible to receive smaller denomination Gift Vouchers or to be given another Gift Voucher(s) with the remaining balance?

It may be possible for SK Chase to re-process the order in smaller denominations so that you can redeem the smaller value vouchers on several occasions rather than one voucher on one occasion. Please contact SK Chase on enquiries@skchase.com. Please note that, except to the extent permitted by law and stated otherwise in the Consumer Terms and Conditions, Gift Vouchers cannot be exchanged, refunded or redeemed for cash. Cordis, Auckland may make payment in relation to the Gift Voucher only when it is used to make a purchase and there is sufficient unused value to make either full or part payment of that purchase.  
15. Are you able to provide me with a GST (Goods and Services Tax) receipt?

SK Chase cannot supply a GST receipt.

If you require a GST receipt please contact Cordis, Auckland directly to request this on +64 (9) 379 5132 or fbcoordinator@cordishotels.com.

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