FAQ's

How long will my order take to arrive? 

We aim to dispatch orders within 1-2 working days, then courier is usually overnight for North Island deliveries and 2-3 working days for South Island deliveries. For rural addresses please allow an extra 1-2 working days. Please bare in mind we only a small team and although we process orders as soon as we can, occasionally they can take a little longer than these time frames. 

Can we return products if they're not quite right? 

Sure! We completely understand that sometimes buying online can be tricky and some things need to be seen in-situ for a decision to be made! Unfortunately we're not able to refund items unless they are faulty and no replacements are available, however we are more than happy to issue you a store credit which has no expiry so you can use it any time! We just require you to send it back to us within 7 days of receipt of the order in the original packaging and condition and all swing tags / labels etc still attached. We will process your store credit (of the value of the product excluding shipping costs) as soon as we receive it.

Please note, we can not exchange products on sale.

We can not refund/exchange any Furniture, it costs us a lot in processing, shipping & handling on these items so if you are buying Furniture online, you need to be 100% happy with your purchase.

 

We haven't received a dispatch confirmation email yet? 

We aim to dispatch orders of in stock items as soon as we can - most of the time that is the same or next working day but occasionally it can take 2-3 days as we are only a small team and some weeks are busier than others. Furniture has shipping times of up to 7-15 working days depending on where in NZ you live. With Pre-orders & Online only product, we don't carry the stock in-store, so instead of a product showing up as sold out, we leave it up on the website so you're still able to purchase it and we send it out to you as soon as the new shipment of them arrives.

With our Furniture, we usually have 1 display model on the shop floor, and order the rest direct from our supplier, so if you do come in to the store to purchase Furniture your order will be shipped direct from our suppliers within the above time frames, we usually do not sell floor models.

Are all your products available to view in store? 

Due to space limitations, unfortunately our full range isn't available in store, but feel free to get in touch with us if you're wanting to view a particular product and we'll make sure it is available for you when you're planning on stopping by :) 

Do you offer trade discounts? 

We can sometimes offer you a discount if buying a particular product in large quantities, or if buying for a business or commercial fit-out. Trade orders must be over $400 and the discount depends on the purchase amount, but feel free to get in touch with us to enquire about this! 

I'm not sure what plant to get with which planter! 

We're more than happy to help you find the right combo! Flick us an email and we'll get back to you as soon as possible! Stay tuned for a blog post with a few of our most popular combinations :) 

Shipping

Shipping is $5 for North Island & $8 for South Island for all small (non-furniture) items, or FREE NZ wide if you spend over $100 in the same transaction.

Furniture deliveries are FREE in the Wellington region including the Kapiti Coast and Wairarapa (during sales and promotions Wellington wide deliveries will be $50) Furniture deliveries in the North Island incur a shipping fee of $70 per order, the upper South Island $150 per order and below Christchurch is $257 per order.

FREE SHIPPING on all Furniture this November includes the North Island and from Picton to Christchurch, towns south of Christchurch will incur a $150 shipping fee (usually $275)

If you are after a few pieces please email us first as additional fees may apply, these rates exclude rural or remote addresses.

If you provide us with a rural or remote address you will be contacted with a delivery quote. We reserve the right to deem whether an address is considered rural or remote after consulting with our freight companies. If you would like a delivery quote prior to placing your order then please email us at info@createdhomewares.com

Couriers to main New Zealand towns and cities will usually be delivered 2-3 working days after your order has been received. Rural couriers can take up to 7 working days. Furniture deliveries will generally take 7-10 working days if you are outside the Wellington Region. If you have a specific timeframe please let us know. You will receive an email with a tracking link once your order has been dispatched.

We are unable to send to PO Boxes.

Backorders

If something is listed as a back-order on our website, it means the item is currently not displayed in store and needs to be ordered in direct. There is usually a 3 week lead time on delivery for these items.

Pre-Orders

While we try our hardest to ensure pre-orders are sent on the day advertised, sometimes there are delays out of our control so please take the due in date as an ETA on a confirmed day of delivery. We will keep you updated via email if there are delays with your pre-orders.