FAQ
What about warranty and faulty items?
All our items come with the same warranty that suppliers or other retailers offer. Warranty information is usually displayed with item information.
If you receive an item and it is faulty please contact our Customer Service team immediately and we will endeavor to repair or replace the item as soon as possible. For more information please check our warranty section in T&Cs.
Can I change my order to a different item?
We can change items on your order – please contact Customer Service and we can arrange this for you. Please note, changes may not be possible if there are less than 4 weeks to go until your delivery becomes due.
Please note, you can change your order to a maximum of 2 times.
Can I order more than one item?
Yes you can indeed. Please note, we do not want to overwhelm you and our account acceptance criteria will apply.
Do you operate nationwide?
Yes, we do operate in North and South Island.
Can I track my item after shipping?
Yes. You will receive a confirmation email once your item has been dispatched including the tracking number.
What if no one is at home when my order arrives?
We endeavor to confirm addresses before delivery to make sure you are staying at the same address as the original sign up address.
A signature is also required for all orders, if no-one is home when your order is delivered the courier will leave a calling card for you with details on how to arrange a re-delivery or listing where to collect your package.
When will my order be shipped?
Please allow us 15 working days for the item to arrive at your delivery address.
When will I receive my order?
You must have reached our minimum payment threshold before we will ship your goods on our early delivery option.
On our layby plan, payments are made in installments and you will receive the goods after all of your payments have been completed.
Do you have a “Buy now” option?
Hang in tight, we will have that option soon!
When are payments processed?
Payments are automatically processed first thing (12.01am NZST) on the scheduled payment date. It may then take your bank until the end of the day to have this payment reflected in your account’s transaction history.
Can I cancel my order?
We understand that circumstances may change and you may no longer need the item you have ordered originally. We offer the option of changing your order to a more suitable product. Please contact us for more information. Fees and charges may apply, and our cancellation policy can be found in our Terms and Conditions.
What if I cannot continue paying off my order?
We are a compassionate organization. If your financial situation changes, please contact our customer service team and we will work with you to make sure we find a working solution.
What if I miss my payments?
If you miss up to 4 payments, you will be notified via email on every missed payment. However, if you miss more than 4 payments in a row your order may be suspended until we have contacted you to make sure everything is fine, and have an assurance from you that you will not fall behind on your payments any further.
What if I miss a payment/ payment gets declined?
We understand that from time to time payments can be missed but unlike many companies we WILL NOT be charging any missed payment fees. You should however check with your bank or credit union for their charge for missed payments from their end.
What if I have bad credit score?
We have got you covered! Since, we don’t do any credit checks, just select items and payment plan you like, and we take care of the rest.
Will you do a credit check?
No, we won’t be doing any credit check on your application.
Can I pay off early/ make a lump sum payment?
You can make additional one off payments by emailing our customer service team with your order number, amount you wish the extra payment to be for and the date you would like it to be processed. We will then update it on your account.
Four (4) Minimum payments are required to pay off an account.
Can I change my payment plan?
Yes, you absolutely can! This can be done by simply emailing or calling the customer service team who would be happy to make these changes for you (subject to our approval of the changes being requested).
Can I sign up online?
You can fill in an online application form and then you will receive a call from our team to finalise the application to ensure you can meet our application criteria and T&Cs.
What happens after you receive my order?
You will receive an email of your order confirmation with full details of your order including your payment schedule, please check this carefully.
If you do not receive this email or any of the details are incorrect please contact us immediately.