Customer Care
Returns & Refunds
We want you to love what you've chosen. If something isn't right — or you simply need to make a change — here's exactly how it works, and where you stand.
Your rights come first
Faulty, damaged or not as described
If a piece arrives faulty, isn't of acceptable quality, or doesn't match its description, you're protected under the Consumer Guarantees Act. We'll repair, replace or refund it — and where the fault is genuine, that's done at our cost, not yours.
These rights are automatic and apply regardless of anything below. Our store policies are in addition to your Consumer Guarantees Act and Fair Trading Act rights, and never replace or limit them.
If something's wrong
Reporting a fault or damage
Get in touch as soon as you can — for any damage in transit, ideally within 48 hours of delivery — with your order number and a quick photo. Every claim is assessed against the manufacturer's warranty, and items are returned to our store or designated service centre for assessment and repair. Where the item is genuinely faulty and covered by your Consumer Guarantees Act rights, we'll arrange and cover that return — you won't be out of pocket.
Get in touch
Contact us with your order number, proof of purchase and a photo of the issue.
Assessment
We assess the piece against the manufacturer's warranty terms and your CGA rights.
Repair, replace or refund
We confirm the right remedy. Timelines depend on manufacturer availability and processing.
Changed your mind?
Change-of-mind returns
Change-of-mind returns are offered at our discretion. To be eligible, your item needs to be:
- Returned within 14 days of delivery or collection
- In original, unused condition
- In its original packaging, where applicable
- Accompanied by your proof of purchase
Restocking fee
Return delivery is arranged and paid for by you. Once we've received and checked the item, the balance is refunded to your original payment method. This fee never applies to faulty goods — those are covered under your rights above.
Made especially for you
Custom & special orders
Custom and special-order pieces are made or procured specifically for you, so deposits become non-refundable once production or procurement has begun, and these items aren't eligible for change-of-mind returns. Your Consumer Guarantees Act rights still apply in full if the finished piece is faulty.
Need a hand?
Start a return or ask a question
Tell us your order number and what's happening, and we'll guide you through the next step.
