Delivery Policy
We are committed to delivering your items safely and efficiently. Please review the following delivery terms carefully before placing your order.
1. Pickup & Delivery Options
Auckland Region
Showroom Pickup: Customers in Auckland are encouraged to pick up their orders directly from our showroom. Please contact us to book a pickup time.
Our Showroom is located at: 2 East Tamaki Road, Papatoetoe, Auckland（Postal Code：2025）
Delivery: Delivery is available within Auckland. Contact us to arrange delivery and discuss fees.
Outside Auckland
Local Agent Pickup: If you live outside Auckland, you may collect your order from a regional agent (available locations can be found on our website).
Home Delivery: If no pickup location is available in your area, please contact us before ordering to confirm delivery availability and shipping cost.
2. Shipping Cost & Timeframes
Shipping cost varies depending on:
Number of items
Size and shape of products
Delivery location
Note: Shipping is calculated by cubic volume and weight, based on New Zealand oversized freight standards. Accurate shipping costs cannot be quoted in advance during checkout.
Estimated Delivery Timeframes (for in-stock items):
Destination Estimated Delivery Time
Auckland (Delivery) Up to 15 business days
North Island (Urban) Up to 15 business days
South Island (Urban) Up to 20 business days
Please ensure you provide a valid mobile number at checkout so the freight company can contact you before delivery. We use third-party carriers and cannot guarantee exact delivery times.
3. Custom-Made & Pre-Order Items
If you have ordered custom-made or pre-order items, delivery time includes international shipping and is estimated at 45–60 days.
This estimate covers production, global freight, customs clearance, and final dispatch from our warehouse.
⚠ Delivery timelines for pre-order/custom orders are subject to change due to supplier delays, shipping disruptions, or customs inspection.
⚠ Orders containing both in-stock and pre-order items will be shipped once all items are ready. If you would like in-stock items earlier, please place a separate order.
Tracking Your Order
Once your order has been dispatched, you will receive a notification email with tracking information. You may track your order via our Tracking Tool or directly through the courier’s website.
If the tracking number shows as invalid, please check again after 24 hours, as it may take time for the courier to scan and update the status.
· NZ Post: www.nzpost.co.nz/tools/tracking
· Post Haste: www.posthaste.co.nz/tracktrace.html#ABarCode
· Mainfreight: www.mainfreight.com/en-nz/auckland-mainfreight-2home
· PBT Couriers / PBT Transport: https://track.pbt.co.nz/
4. Order Tracking
Once your order is dispatched, you will receive an email with tracking information.
Carrier Tracking Links:
Useful Tracking Links:
· NZ Post: www.nzpost.co.nz/tools/tracking
· Post Haste: www.posthaste.co.nz/tracktrace.html#ABarCode
· Mainfreight: www.mainfreight.com/en-nz/auckland-mainfreight-2home
· PBT Couriers / PBT Transport: https://track.pbt.co.nz/
Please allow up to 24 hours for tracking information to update after dispatch.
❓My order hasn’t shipped?
Your order may not have shipped for the following reasons:
· Payment not received: Bank transfers take 1–2 business days. Ensure your order number was used as reference.
· Delivery address issue: Rural or remote addresses require confirmation before dispatch.
· Pre-order/custom item: Your item is awaiting arrival at our warehouse. Delivery time is noted on the product page.
· Pickup selected: If you chose showroom pickup, we are waiting for you to collect your order. Contact us if you want to arrange delivery.
· Order being processed: Normal processing takes 3–4 business days. Please allow extra time during peak seasons.
· Awaiting customer response: Check your inbox/spam folder for messages from us.
Part of my order is missing?
Your order may arrive in multiple cartons, possibly with different carriers. Please:
· Check all tracking numbers
· Wait 24 hours for additional cartons to arrive
· Contact us within 24 hours of delivery to report missing cartons
Please retain original packaging and specify which carton is missing for faster resolution.
Item arrived damaged?
Please submit a Warranty Claim with:
· Original packaging (if possible)
· Accurate damage description
· Clear photos or videos
· For compressed products (sofas, mattresses): You must provide an unboxing video and defect photos/videos as proof for return/exchange.
Item marked as delivered but not received?
· Track your order first using the provided link.
· If tracking shows "delivered" but you cannot find the item:
o Contact the carrier directly, or
o Contact us and we’ll help you launch an investigation
· Please note: Our standard shipping is non-signature required. If you prefer signature service, please request in advance (extra fee applies).
· We are not liable for items stolen or damaged after successful delivery.
6. Shipping Combinations & Discounts
Can I combine shipping?
Unfortunately, we cannot combine shipping due to the differences in size, weight, and shape of our products. Each item’s shipping cost is calculated individually by volume and weight.
Can I get a shipping discount?
Shipping is handled by third-party logistics. Our products are bulky, heavy, and irregularly shaped. As such, we are unable to offer shipping discounts.
7. Other Notes
· Your order may ship in multiple parcels using different carriers.
· We will always do our best to inform you of tracking numbers and expected timelines.
