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Join us in supporting Te Whare Tiaki Wāhine Refuge
Join us in supporting Te Whare Tiaki Wāhine Refuge

Frequently Asked Questions

Do you have a showroom?

We do not have a showroom as we are online only and ship directly to our customers. This limits our overhead costs and means we are able to keep our prices as low as possible.

Can I pick up my order?

At this stage we do not offer any pick-up options. 

How much is shipping?

Our shipping rates are listed here, and the shipping rate for your order will be applied during checkout.

If you provide us with a rural or remote address you may be contacted with a delivery quote after placing your order. We reserve the right to determine whether an address is considered rural or remote after consulting with our freight companies.

If you would like a delivery quote prior to placing your order then please email us with your delivery address and the item(s) you are interested in.

How long will it take to receive my order?

Once you have placed an order with us for an in-stock item(s), it will take our warehouse team 1-3 working days to process and organise your order for dispatch.

We ship most of our orders with Mainfreight who advise a delivery timeframe of 5-10 working days.

We will provide tracking information for your item(s) as soon as it has been collected and the tracking is available.

Please note that we are unable to guarantee any delivery timeframes. Our freight carrier will contact you prior to delivery to organise a date/time that works for you.

Can I cancel my order before it has been dispatched?

Absolutely. We will cancel your order and provide you with a full refund at any time before your item(s) has been sent.

Can I cancel my order after it has been dispatched?

If your product has been dispatched and you have changed your mind you can return the item(s) to us in all of the original packaging. 

Once it gets back to us we will refund you, minus the original shipping charge and any return or collection costs.

What if I am unhappy with my order?

We understand that it can be tricky ordering furniture online without seeing it in person. If your order arrives and you change your mind - we are happy for you to return it.

In order to process a return for a change of mind, we require the item(s) to be packaged in all the original packaging and boxes. If any packaging has been discarded we are unable to accept the return.

We will then organise a pick-up, and once your order gets back to us we will refund you minus the original shipping charge and any return or collection costs.

What happens if my items arrive damaged?

If your item arrives and you believe it is damaged or faulty, please send us an email with a description of the problem and some photos.

We have a small window of time to claim freight damages so it is really important that you inspect your item(s) on arrival and get in touch with us within 48 hours.

We also ask that you hold onto all the packaging and boxes that the damaged item(s) came in - as we need to receive the damaged goods back in order to complete a claim.

How does a pre order work?

When you place a pre order with us, we will keep you up to date with ETA of your pre order item(s).

If there are any significant changes in the ETA of a product we will contact you as soon as we are aware of the change. Otherwise, we will be in touch with your tracking information once your item(s) are ready for dispatch.

If your pre order is delayed and the timeframe for arrival no longer works for you, we are more than happy to refund you in full.

If you have placed a pre order with us you are more than welcome to cancel your order at any time for any reason, before dispatch.

How do I know if an item is in-stock, or a pre order?

You will find this information in the product description.

We do our best to keep our website up-to-date with accurate information regarding wait times and stock status. If you would like to confirm the status of an item, get in touch with us and we can provide you with the most up-to date information.

Is your furniture New Zealand made?

Our furniture is manufactured overseas from sustainable and renewable resources of legal origin, and in ethically sound production environments. We import our products through New Zealand based suppliers.

If you would like more information about the origin of a product, please get in touch and we will provide you with that information.

Are your items flat-packed?

We send most of our products fully assembled where possible, with the exception of the legs on some items to prevent damage during shipping. 

Bed Frames and Dining Tables require full assembly.

Can you price match with other retailers?

Yes we can! Check out our HSW best price guarantee conditions here.

Is there a warranty on your products?

Our products are warranted to be free from defects in material and workmanship under normal usage for a period of one year. At our discretion, we will replace goods and/or their parts covered by this warranty at no additional charge so long as the following criteria do not apply:

    • Normal wear and tear, including marks, dents or scratches.
    • Damage arising from incorrect use, neglect, misuse, act of God or during transportation.
    • Products that have not been maintained or cleaned as per instructions included with goods
    • Timber is a natural material and timber goods will have individual differences across movement, colour and grain. These are considered unique to the material and not faults. Colours and movement will occur over time. This Warranty is void should goods show signs of fading or colour change as a result of being placed in direct sunlight.
    • Unapproved repairs will void Warranty.


If your question has not been answered here, feel free to get in touch using our inquiry form, or by emailing