Frequently Asked Questions

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Once you’ve received your order confirmation email, please allow:

  • Urban delivery: Within 3 business days
  • Rural delivery: Within 5 business days
  • Outer Island delivery: 5 business days

We currently do not deliver outside New Zealand.

Please note your order may arrive in multiple packages.

Allow 2 business days from placing your order, for the delivery details to be confirmed by email.

Remember to check your spam or junk email folders. If you do not receive an email, please contact Customer Support on 04 439 4994.

No, we currently only deliver to New Zealand addresses.

We aim to deliver products within 3-5 business days of receiving the order.

Prompt dispatch of orders depends on stock availability with supplier. If the product you order is out of stock, we will notify you. You can either choose to have your money refunded or we can put your order on back order.

The shipping charges are over and above the stated product price and are calculated at checkout.

Flat Rate shipping means that you’ll only pay $10 total shipping for the items in your bag. The exception to this is if an item in your bag is classified as heavy or large. This will add our ‘large item’ shipping cost of $20 to your total shipping cost.

Orders with a total order value of $150 or more are shipped free of charge.

Yes, we encourage you to contact us as soon as possible to return any items that are broken or not functioning. Please refer to ShopEnliven’s return policy.

ShopEnliven offers free Click & Collect on products that are stocked in our warehouse in Wellington. We are unable to offer Click & Collect for the products shipped directly by our supplier to you.

If you choose to go with the Click & Collect facility, you can pick up your goods from our Central Office or from one of our 12 aged care facilities (as listed below).

Please view our full Click & Collect policy in our Terms and Conditions.

To place an order via Click & Collect please call us on 04 439 4994 or send us a message and we will give you a call. 

We will give you a ring to confirm when the goods are available for pick up.  Monday to Friday, between 9:00am and 3:00pm.

Pick up locations:

Central Office
1 Prosser Street, Elsdon, Porirua, Wellington

Kandahar Home
8 Roberts Road, Lansdowne, Masterton

Woburn Home
57 Wai-Iti Crescent, Hutt Central, Lower Hutt

Huntleigh Home
221 Karori Road, Karori, Wellington

Cashmere Home
51 Helston Road, Paparangi, Wellington

Longview Home
14 Sunrise Boulevard, Tawa, Wellington

Levin Home for War Veterans
Prouse St & Matai St, Levin

Brightwater Home
69 Brightwater Terrace, Terrace End, Palmerston North

Willard Home
17 Russell Street, Palmerston North

Coombrae Home
32 North Street, Feilding

Kowhainui Home
88 Virginia Road, Otamatea, Whanganui

Chalmers Home
20 Octavius Place, New Plymouth

In the event a refund is required, any refund owing will be paid into the original purchaser’s nominated bank account or credit card.

Depending on your bank, it can take up to 5 business days for the refund to appear in your account.

If we’re unable to fulfil the majority of your order, you will receive a full delivery fee refund. This is triggered when the value of items refunded to you is greater than 50% of your total order value, excluding the delivery fee.

For change of mind returns, the delivery fee is non-refundable.

If you qualify for a delivery fee refund, you will receive an email notification and your refund will be issued using your original payment method.

There are certain products (e.g. incontinence products) that might have different sizes and absorbency levels; in addition to this, there might be other sensitive products for which we cannot accept a return. Please choose carefully while ordering these types of products as we will not be able to accept returns and offer refunds for these types of products. If you are unsure about ordering incontinence products, please get in touch with our team on 04 439 4994 or send an email to

Please let us know immediately (ideally within 48hrs from the date of receiving the products) by calling us on 04 439 4994. We will let you know how the product can be returned (if applicable), and work with you on replacing the product or refunding the price of the product. We will not be able to accept returns for an incorrect choice, if you no longer require the product, or if you have altered/modified the product, misapplied the product or subjected the product to non-recommended use. For further information please see our Shop Enliven Terms and Conditions.

If you want to cancel an order, please ring us as soon as possible on 04 439 4994. Our ability to cancel an order depends on where the product is in the pick-pack-ship cycle. While we will do our best to cancel the order, we cannot provide assurances on the same.

  • Search using key words, or browse the categories for the items you would like to buy
  • On the product page, enter the quantity you would like to purchase and select any available options, then click “Add to bag”
  • Click on the “My Bag” button to review your order, including the delivery fee
  • Click “Proceed to Checkout” and enter your delivery details
  • Click “Proceed to Payment” and enter your payment details
  • Choose to pay by credit/debit card and securely enter your details
  • Once payment has been confirmed, you will receive an order confirmation email with your order number and tax invoice
  • You will receive an order confirmation email
  • Make sure you check your junk/spam email folders in case it lands in there
  • Sourcing and packing your items can take up to 72 hours
  • You may receive multiple separate packages if the items are coming from different vendors
  • Once your items are secured and packed, we hand your order over to one of our carriers and email you the tracking number.
  • Please note that this is only possible with products shipped from Enliven, not products shipped directly from our vendors.
  • You can track your order by using the NZ Courier website and entering your tracking number

No, you can place an order as a Guest user. However we recommend creating a ShopEnliven account as it will save you time when next shopping with us online.

Use our sign up form or register during checkout.
To delete your account, you can contact us.

You can update your account settings using the Profile and Settings options in My Account. You can also update your personal details, password, addresses and preferences for the website.

Having a Shop Enliven account speeds up the shopping process by remembering you address and payment details. You’ll also be able to view your order history and save items to your bag to purchase at a later date. Occasional special discounts will also be offered to customers with an account.

If you have forgotten your password, you can reset your password using this link.

If you try to log in with the wrong password three times or more, your account will be locked. You will need to contact us to unlock your account. Your order history and account information will not be lost. If you’re in a hurry, you can place your order as a Guest user.

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