Frequently Asked Questions

What are our opening hours?

Please refer to our store locations to find out your local store’s opening hours.

Are your teas prepared fresh every day?

Absolutely! All our teas are brewed fresh in store every day with roasted tea leaf. Our toppings are made daily to ensure that they are of the highest quality and optimum taste.

How to order a drink?

Step 1: Choose your drink.
Step 2: Choose whether you want it to be hot or cold?
Step 3: Choose your size (Regular or Large)
Step 4: Choose your Sugar & Ice level
Step 5: Choose your toppings
Step 6: Enjoy your drink!

How do you claim free toppings/upsize on loyalty card or voucher?

Simply present the promotion vouchers or loyalty card to our staff and follow the “how to order” steps. If you are unsure if you are entitled to a free topping or upsize, please do not hesitate to ask our friendly staff.

What are the Loyalty Card Terms and Conditions?

  1. The loyalty cards can only be used and redeemed at Gong Cha, New Zealand.
  2. One stamp will be issued for each beverage purchased. No stamp will be given when other promos, offers, discounts or vouchers are used during the purchase.
  3. Only regular sized drinks on the menu are available for the “Free Drink” redepmtion.
  4. Redemption not valid in junction with other offers or promotions.
  5. Loyalty cards are not redeemable for cash.
  6. Fraudulant copies of the loytaly card will not be accepted.
  7. Loyalty card stamps are only issued in physical Gong Cha NZ stores and the Gong Cha NZ online app
  8. Gongcha New Zealand reserves all rights to make a final decision in case of any disputes.

For full terms and conditions please read our Terms and Conditions page

How do I customise my drink?

We offer different sugar and ice levels for you to customise the drink to your taste. Here are the options that we have for you to choose from:
Standard Ice (100%) Less Sugar (70%) Half Sugar (50%) Little Sugar (30%) and Sugar-Free (0%)
Standard Ice (100%) Less Ice (70%) Little Ice (30%) and Ice-Free (0%)

Are your teas prepared fresh every day?

Certain items on our menu require more steps and are more complicated to make (for example the smoothie series). This may cause a slight delay, however please note that our staff always work our hardest to ensure you receive the highest quality drinks in a timely manner.

What toppings cannot be added to hot drinks?

Due to high temperature of hot drinks, we cannot add Ai-Yu Jelly, Herbal Jelly, Pudding or Aloe Vera. They will melt and alter the taste and texture of your drink.

Which drinks have a fixed sugar level?

The following drinks are already sweet so we do not add any extra sugar:
Milk Foam Wintermelon Drink (cold/hot)
Wintermelon Drink (cold/hot)
Lemon Wintermelon w Basil Seeds (cold/hot)
Plum Drink (cold/hot)
Longan Red Date Drink (cold/hot)
Longan Red Date Milk Drink (cold/hot)
Fresh Milk Wintermelon (cold/hot)

The following drinks are not sweet, however we do not add any extra sugar:
Fresh Milk w Red Bean & Pudding (cold)
Fresh Milk w Herbal Jelly (cold)

All of the drinks in the Smoothie series have a fixed sugar level.

What if there is an issue with your drink?

Please bring the drink back to the store where it was purchased from and let us know what went wrong and we will do our best to fix the problem. Unfortunately, if the drink is taken out of the store at any time, we are unable to replace it.

Can we make the hot drinks extra hot?

Unfortunately we are not able to do this as this will alter the quality of the tea. All our teas are brewed with a certain temperature to ensure optimum aroma and taste.

What is the difference between milk foam/milk tea/fresh milk tea?

Milk foam is our signature topping which adds a unique texture and taste that will melt in your mouth. Milk tea is a mixture of our special milk powder to create a distinct taste in different teas. Fresh milk tea is a mixture of fresh milk with our brewed tea to create freshness of flavour.

Is there a maximum number of toppings you can choose for one drink?

We strongly recommend a maximum of three topping per drink as more than three toppings would mean that very little or no tea would be served in the drink.

Do we accept phone orders?

Yes, we do accept phone orders with a minimum of 3 drinks per order. Please check the website to find out which store is closest to you and place your order with that store.

Please note that we do not offer delivery services and orders will have to be picked up from our store.

My drink doesn’t look as amazing as your menu photos!

Please note that the images in the menu are for illustration purposes only. Despite the difference in presentation, be rest assured that your drink is still served at the highest quality.

Why did my drink take so long to make?

Certain items on our menu are more complicated and require more steps to make. This may cause a delay when receiving your drinks. However, please be assured that our staff is always trying their best to ensure you get the highest quality drinks in a timely manner.

What is the best way to provide feedback or address complaints?

We value all feedback and would like to address any complaints you have regarding our service. Please use our website’s contact form to contact us and we will contact you as soon as possible.


Please send an email to enquiries@gongcha.co.nz outlining the complaint and the best way to contact you. We will endeavour to contact you and address the issue as soon as possible.

I’ve contacted your outlet manager/owners many times regarding a certain issue but they are not responding? What should I do?

In this case, please have your issues stated in the contact form on our website. We will follow up with the outlet managers/owners, who will then contact you directly. If required, we will contact you to request for more information.

Your outlets have the free WI-FI logo but it needs a password!

Kindly ask one of our staff members for the network name and password.

Who should I contact to discuss Gong Cha franchising opportunities?

For more information about Gong Cha franchising in New Zealand please send us an enquiry through our Franchise page. We will contact you as soon as we can to further discuss franchising opportunities.