Customer Care

Care Guides

Well-made furniture rewards a little looking-after. These simple guides help your pieces age beautifully — and keep your warranty in good standing. New Zealand's strong UV, coastal air and changeable humidity ask a bit more of natural materials, so a few habits go a long way.

Upholstery — fabric

Fabric sofas, chairs & seating

Regular, gentle attention keeps fabric looking fresh and stops dust and grit from wearing the fibres.

Everyday care

  • Vacuum weekly with an upholstery brush to lift dust and grit before it abrades the weave.
  • Plump and rotate loose cushions regularly so they wear and settle evenly.
  • Blot spills straight away with a clean, dry cloth — work inward so you don't spread the mark.
  • Check the cleaning code before using any product, and test on a hidden area first.

Best avoided

  • Prolonged direct sunlight — NZ UV fades fabric quickly; use blinds or rotate the room.
  • Harsh solvents and abrasive cleaners; leave stubborn marks to a professional.
  • Rubbing spills, which pushes them into the fibres.

Good to know: new foam settles with use and cushions develop gentle body impressions — this softening is a normal part of breaking in, not a fault.

Upholstery — leather

Leather sofas & chairs

Leather is a natural hide that stays supple and beautiful with light, regular care.

Everyday care

  • Dust weekly with a soft, dry cloth; wipe occasionally with a slightly damp one.
  • Condition two to three times a year with a quality leather conditioner to prevent drying.
  • Blot spills immediately and let the leather dry naturally, away from heat.

Best avoided

  • Direct sun and heat sources — both dry and fade the hide over time.
  • Solvents, saddle soap, baby wipes and abrasive cleaners.
  • Sharp objects and pet claws.

Good to know: natural grain, healed scars and slight tonal variation are hallmarks of genuine leather, not flaws — they're part of what makes each piece unique.

Timber & wood

Dining, coffee & console tables, sideboards & cabinets

Solid and veneered timber is a living material that responds to its environment — a stable home and gentle cleaning keep it at its best.

Everyday care

  • Dust with a soft, dry or barely-damp cloth, following the grain.
  • Use coasters, placemats and felt pads, and wipe spills promptly.
  • Keep indoor humidity reasonably stable to limit natural movement.

Best avoided

  • Direct sun and heat — both fade and can crack timber; never place hot items straight on the surface.
  • Standing water, silicone polishes and abrasive cleaners.
  • Dragging objects across the top.

Good to know: grain, colour and slight movement vary piece to piece and with the seasons — this is the nature of real timber, not a defect.

Mattresses & sleep

Mattresses & bed bases

A few simple habits keep your mattress comfortable and your warranty valid.

Everyday care

  • Rotate head-to-toe every few months to even out wear.
  • Always use a firm, flat, supportive base suited to the mattress.
  • Use a mattress protector and air the mattress occasionally.

Best avoided

  • Sitting on the edge constantly, standing or jumping on it, or folding it.
  • Unsupportive or sagging bases (such as widely spaced or flexible slats).
  • Removing the care or law label — it's your proof and traceability.

Good to know: allow up to 30 days to adjust to a new mattress. Gentle body impressions are normal conforming; indentations up to around 35mm are part of this, not a fault.

Rugs

Wool & natural-fibre rugs

Rugs are made to be walked on — a little routine care keeps them plush and even underfoot.

Everyday care

  • Vacuum regularly using suction; avoid a beater bar on wool or looped pile.
  • Rotate periodically for even wear and fading.
  • Use a rug pad to stop slipping and cushion the pile, and blot spills immediately.

Best avoided

  • Prolonged direct sun, which fades natural dyes.
  • Harsh chemicals and over-wetting; have deep cleans done professionally.
  • Pulling loose tufts — snip them level with scissors instead.

Good to know: new wool rugs shed loose fibres for the first weeks — this is normal and eases with regular vacuuming.

Glass & mirrors

Glass tops & mirrors

Glass keeps its clarity with a soft cloth and a careful touch around edges and frames.

Everyday care

  • Clean with a soft, lint-free cloth and a mild glass cleaner — spray the cloth, not the glass.
  • Lift objects rather than dragging them across glass surfaces.
  • Wipe spills promptly to avoid water marks.

Best avoided

  • Ammonia near mirror edges, which can damage the silvering.
  • Abrasive pads and scourers.
  • Sitting or standing on glass tops, and sudden temperature changes.

Metal, stone & marble

Metal frames & stone or marble tops

Metal and stone are hard-wearing but appreciate protection from moisture and acids.

Everyday care

  • Wipe metal with a soft damp cloth and dry it to prevent water spots and corrosion.
  • Seal stone and marble periodically, and use coasters and placemats.
  • Wipe spills on stone immediately — especially wine, citrus and other acids.

Best avoided

  • Acidic or abrasive cleaners on stone, which etch and dull the surface.
  • Leaving moisture sitting on metal, particularly in coastal homes.
  • Heavy impacts on stone edges and corners.

Good to know: veining, tonal shifts and small natural pits are part of genuine stone — no two tops are identical.

Outdoor furniture

Outdoor & patio pieces

Outdoor furniture lasts far longer with seasonal protection — NZ sun and salt air are demanding.

Everyday care

  • Clean with mild soapy water and rinse; dry before covering.
  • Cover or store pieces during harsh weather and over winter.
  • Oil timber outdoor pieces periodically, or let them silver naturally if you prefer.

Best avoided

  • Leaving cushions out in rain or heavy dew.
  • Abrasive cleaners and pressure washers on finishes.
  • Ignoring coastal salt build-up, which accelerates wear — rinse more often near the sea.

Décor & soft furnishings

Cushions, throws, candles, vases & more

The finishing touches stay lovely with simple, occasional care.

Everyday care

  • Plump cushions and shake out throws regularly; spot clean and follow the care label.
  • Trim candle wicks before lighting and burn on a heat-safe surface.
  • Hand wash vases and ceramics; dust artificial plants gently.

Best avoided

  • Machine washing covers unless the label allows it.
  • Leaving candles burning unattended or near anything flammable.
  • Sudden temperature changes with glass and ceramics.

Here to help

Not sure how to care for a piece?

Tell us what you have and we'll point you to the right approach — and if something isn't wearing as it should, we're here for that too.

Contact us View warranty