COVID-19 FAQs

DO YOU HAVE A COVID-19 QUESTION? WE HAVE THE ANSWER.

COVID-19 PROTECTION FRAMEWORK - TRAFFIC LIGHTS

Contactless Delivery

To help ensure the health and safety of our customers and delivery teams we are now making Contactless Deliveries in accordance to the Covid-19 protection framework.

ORANGE AREAS IN THE COVID-19 PROTECTION FRAMEWORK

  • We are able to deliver your item(s) to your home, providing that social distancing protocols are observed.
  • When we arrive at your home we will NOT knock on your door, instead, we will announce ourselves by phoning and then calling out on arrival. We will then greet you at your door while maintaining a 2 metre or more social distance.
  • You will not be required to sign anything to ensure we can maintain a social distance — our delivery team will take a photo of your order at your doorstep as proof of delivery.
  • Your delivery will be into your home, providing you observe the acceptable social distancing protocol. We will undertake any required assembly and placement in your home and packaging will be taken away for you.

We will ask all customers prior to the  delivery, to confirm that neither they, nor any other occupant of the house, are in a state of self-isolation as a result of a perceived or possible Covid-19 symptoms. Where this is the case, we will take additional precautions, but may also choose to delay the move if we feel that is the right action

Rest assured that our delivery team will be following strict health and safety guidelines to ensure the safety of our valued customers and wider community. 

RED AREAS IN THE COVID-19 PROTECTION FRAMEWORK

  • We are able to deliver your item(s) to your home, providing that social distancing protocols are observed.
  • When we arrive at your home we will NOT knock on your door, instead, we will announce ourselves by phoning and then calling out on arrival. We will then greet you at your door while maintaining a 2 metre or more social distance.
  • You will not be required to sign anything to ensure we can maintain a social distance — our delivery team will take a photo of your order at your doorstep as proof of delivery.

We will ask all customers prior to the  delivery, to confirm that neither they, nor any other occupant of the house, are in a state of self-isolation as a result of a perceived or possible Covid-19 symptoms. Where this is the case, we will take additional precautions, but may also choose to delay the move if we feel that is the right action

Rest assured that our delivery team will be following strict health and safety guidelines to ensure the safety of our valued customers and wider community. 

They will be:

  • Frequently washing and sanitising their hands especially before and after each delivery
  • Regularly cleaning down vehicle surfaces
  • Not working if they are unwell

Scheduling Your Delivery

Once your order is ready for delivery, our Customer Care / Delivery team member will be in touch to work out a suitable delivery time with you and discuss what you can expect upon delivery. Please feel free to ask us any questions that you may have at this point.

We are here to help as much as we can in a safe way.

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WHAT DOES THIS MEAN FOR MY ORDER?

We will provide you with the most up to date lead time at point of sale, unfortunately, we are experiencing unprecedented shipping delays across a number of our products. We expect these delays to resolve sometime in 2022.

WHAT CAN YOU EXPECT FROM US?

Honesty and integrity. We will provide you with accurate lead times with the manufacturing and shipping information we have on hand, so you can make an informed decision before placing your order.

Great customer service. We will continue to deliver speedy responses to your queries, directly via phone and email.

WILL MY ORDER BE DELAYED BECAUSE OF COVID-19 RELATED LOGISTICAL ISSUES?

Unfortunately, we are facing unprecedented manufacturing and shipping delays caused by the disruption of the COVID-19 pandemic. This is affecting a large portion of our products. We will give you the most accurate lead-time using the shipping and manufacturing information we have available at the time you place your order.  Further updates on your order will been given to you by our Customer Care Team.

WHY IS COVID-19 IMPACTING MY ORDER?

The increased global demand for furniture and homewares, paired with worldwide lockdown restrictions and the knock-on effects to ports around the world, has caused a perfect storm: manufacturing and supply chain delays, plus significant congestion to both sea and air freight services worldwide.

The result? A shortage of shipping containers, limited capacity on vessels and limited sailings - especially to New Zealand and Australia.

WHEN WILL SHIPPING TIMES BE BACK TO NORMAL POST-PANDEMIC?

We predict the shipping delays will resolve sometime in 2022.

WHEN WILL I GET MY ORDER?

You will provided with up-to-date lead times using the shipping and manufacturing information we have available before you place your order. Then, our Customer Care Team will keep you updated on your order as new information related to your purchase and its status is available in these unprecedented times.

HOW CAN I FIND MY ORDER'S ETA?

Our Customer Care Team is always available to respond promptly to your calls about your order’s status 0800 777 807.

MY QUESTION ISN’T HERE?

Click here to make an enquiry or contact our Customer Care Team on 0800 777 807.