Our office team checks the order and confirms it , you should receive a short email confirming everything within a working day.
Preorders are products that we don’t stock but can get from overseas ( IKEA store or other brand if you ordered that brand). We collect all orders and once a month ( or sooner ) load a shipping container filled with all such orders. These take about 4 weeks to arrive our warehouse. Depending on orders South Island orders are either shipped directly to South Island or to north island warehouse first. You will receive an email once your order starts from overseas. And once again when it arrives our warehouse.
Back orders are products that we stock but currently it’s not in stock. These can take as little as days ( if new shipments are on the way ) or as much as 75 days ( if new orders were just placed overseas ) You will receive an email in about 2 days giving you an idea of when to expect your order.
Managing thousands of products in our warehouse, due to errors/ breakages . Sometimes this happens. There could be a similar product being available ( another color / brand ) or a preorder available. You will be offered that via email within 2 working days of your order. You can choose to switch or get a refund. Just simply reply to the email. If we don’t get a reply to the email in a weeks time we straight away refund you anyways.
If you have paid for shipping once ( or free shipping ). We can cover for delivery for once only. You can choose to get your order once together or pay for additional shipping or pick up the instock items first or pick preorders later. Just reply to order confirmation email.
Instock items are ready for pick up immediately. We ship using either post or our truck or third party carriers. Auckland orders should be with you within a week. North island within two weeks and South Island within 4 weeks. ( This applies to north island stock , South Island instock items get dispatched/ ready for pick up in 2 days only. )
Preorder and back orders follow same time line once they arrive our warehouse.
Sure you can. Just email us and we will be able to confirm the changes usually within a day or two.
We will contact you before attempting delivery. If there is a dry secure place then the delivery guys leave the item there. Otherwise they bring it back and contact you to reschedule. We don’t normally charge for one more attempted delivery. It’s very rare.
It’s simple , just email us order number. We will refund through the same method as you paid automatically ( credit card / paypal/part pay etc ) . If you paid via a bank transfer we would need a bank account number to return the funds to. Best would be to email the account number in the same email. We refund immediately and send a confirmation email.
Simply email us what part of the order you need to return , if within 14 days and still in original packing we can arrange to pick back by post / our own delivery truck. Returns usually take a week to arrange. We refund the costs once products arrive our warehouse. There might be a return postage cost which we charge as actual.
Within 14 days and in original packing , all orders are returnable. Simply email us and we will organise the return via post or our truck. There might be a return postage cost which we charge as actual.
Please email us a discriptive email preferably with photos. We will try our best to make it right for you. It might involve a compensation through a store credit or a partial cash refund or a full return and refund. But in any case we won’t stop till you are satisfied and at any time all your rights under CG act are well preserved. The only way we can grow our business is by keeping you satisfied and promoting us to your friends.
Something is definitely wrong. Please email us with order number or purchase details. It might take few hours to solve such a mystery. But it has happened in past mostly due to wrong/email bouncing.