Customer Care

Returns, Exchanges & Cancellations

We want you to love what you bring home. While we don’t offer returns for change of mind, we’re here to help if something isn’t right with your order.

If something’s not right

Damaged, faulty or incorrect items

If your item arrives damaged, defective, or isn’t what you ordered, please contact us within 48 hours of delivery or collection. We’ll work with you to arrange a replacement, repair, refund or store credit where appropriate.

How to start a return

To get started, contact our Customer Care team with:

Your order number
A description of the issue
Photos of the item (where possible)

Choosing carefully

We recommend choosing your purchases carefully, as we do not offer refunds for change of mind.

Before purchasing, we suggest checking:

Product dimensions and fit for your space
Access points such as doorways, hallways and staircases

Exchanges & returns to store

If we agree to accept a return or exchange (outside of your rights under New Zealand consumer law), the following conditions apply:

Items must be returned in resellable condition
Original packaging should be retained where possible
A restocking fee of 15% may apply

Shipping costs

Shipping and delivery costs are not refundable unless the item is damaged, faulty or incorrect.

Exchanges

If you exchange an item, any original delivery fees will not be refunded. Delivery charges will also apply to the replacement item if applicable.

Order cancellations

If your order has not yet been processed or dispatched, we may be able to cancel it.

Please contact us as soon as possible — we’ll always do our best to help, but we can’t guarantee cancellations once an order is underway.

If a cancellation is accepted, a restocking fee of 15% may apply.

Your rights under New Zealand law

Nothing in this policy limits your rights under the Consumer Guarantees Act 1993 or the Fair Trading Act 1986. If a product fails to meet these guarantees, we’ll work with you to provide a suitable remedy.