My order has not shipped

Why your order may not have shipped.

Payment has not been received

If you’re paying by bank deposit, it’s possible we have not yet received your payment. Please double-check that you included your order number as the reference, as we are unable to reconcile payments without this.

Payments by bank deposit take 1–2 business days to appear in our bank account.

You’ve selected Pickup Auckland Store or Pickup Christchurch Showroom as your shipping method

If you’ve selected Pickup, we’re expecting you to collect your order from our Auckland Store or Christchurch Showroom.

If you’d like your order delivered instead, please get in touch—delivery fees will apply.

There is a problem with your delivery address

If your delivery address is remote, or your order is large and heavy, our dispatch team will confirm delivery with one of our delivery partners.

We will contact you within 2 business days of placing your order if any details need to be adjusted.

An out-of-stock item is holding up the rest of your order

If your order contains out-of-stock items and in-stock items, the order will not ship until everything is in stock and available to ship. When you placed your order, we will have quoted you a date your order was due to ship.

If you would like to receive in-stock items sooner, please get in touch—additional delivery fees may apply.

Your order is being processed

We begin processing your order as soon as your purchase is complete and paid in full. Your order is processed within 48 hours and then picked up by the delivery company.

If your order is placed before 11am, it will be processed and picked up by the end of that day. If it’s placed after 11am, it will be processed and picked up the following day. For orders containing items over 30kg, please allow one extra day for processing and pickup.

When your order is ready to be picked up by the delivery company, you will receive an email with a tracking number that you can use to track the delivery status of your order.