Frequently Asked Questions.
01. Shipping
How can I place an order outside of Auckland?
We are in the process of setting up our order shipping system for locations outside of Auckland. If you’re interested in placing an order, please feel free to contact us directly at info@topfurniture.co.nz. Our team will be happy to assist you with a personalized quote and further details on how to proceed with your order.
What are the delivery times for my ordered item?
For orders within the Auckland area, delivery usually takes 1-2 days. Delivery times for other regions depend on domestic parcel services and may vary. You can find specific delivery times for each item on the product pages, listed just below the price, based on your selected configuration. If you’re ordering multiple items, feel free to contact us for an estimated delivery forecast.
What are the delivery times for items not in stock?
While many of our standard products are available for immediate delivery, most custom configurations and special requests are made to order by the manufacturer. Typically, these items are delivered within 3 to 6 weeks. The exact delivery time depends on the manufacturer, and you’ll see the estimated delivery time for any non-stocked items displayed below the price on the product page when you configure your order. After receiving confirmation from the manufacturer, we will promptly inform you of the anticipated delivery date to our warehouse.
What should I do if my delivered package is damaged?
If your package arrives damaged, please inspect it immediately upon receipt. Note any visible damage on the acknowledgment of receipt or delivery note. Additionally, contact our customer service team for further assistance and guidance. If you discover any hidden damage that wasn’t immediately visible, please report it to Top Furniture within 7 days of receiving the package.
Can I schedule a delivery date?
For deliveries made through our freight transport partners, you will be notified of the delivery date in advance via email or SMS. If you don’t respond to the link provided in the email and have only registered a landline number, you will receive a notification by telephone. If you have registered both a landline and a mobile number, you will automatically receive an SMS notification. If you prefer not to receive this type of notification, please contact us at info@topfurniture.co.nz.
Do you ship outside of New Zealand?
At this time, our shipping services are limited to addresses within New Zealand and we do not offer an international shipping service.
02. Payment
What payment methods are accepted by Top Furniture?
We offer a variety of payment methods for your convenience. Please see the list below:
- Debit/Credit Card (Visa/Mastercard only, prepaid cards not accepted)
- Apple Pay
- Afterpay (Coming Soon)
- Bank Transfer
- Top Furniture Gift Voucher
How do I use a coupon or discount voucher?
On the checkout page, locate the “Order Summary” section on the right-hand side. You’ll find a field to enter your redeem code. Simply input your coupon or discount voucher code, and the discount will be applied automatically to your order. If you encounter any issues, please reach out to our customer service team for assistance.
Why wasn’t I offered the option to pay by invoice?
To be eligible for payment by invoice, the following requirements must be met:
- You must be at least 18 years old.
- The total value of your shopping cart must be between NZD 1 and NZD 10000.
- The billing address must match the delivery address.
- The address must be within New Zealand.
- For new customers, only one order per invoice is allowed; you can place another order via invoice only after the first payment is completed.
- Please note that purchasing gift vouchers via invoice is not possible.
If any of these conditions are not met, the option to pay by invoice will not be available in your shopping basket.
03. Returns, Exchanges, Refunds
Can I cancel my order?
If you wish to cancel your order, please contact our customer service team by phone or email, providing your order number. If the item has already been shipped, we will work with you to coordinate the return process. Please note that the right of withdrawal does not apply to custom-configured products, spare parts, and items that have been price reduced.
Can I return and exchange items?
Yes, as a consumer under the NZ Consumer Guarantees Act (CGA), you have the right to return or exchange items within 7 days of receiving your order, without providing any reason. If you are not satisfied with your purchase, we will organize an exchange or return for you.
Please note that we can only accept returns of unused products that are ideally in their original packaging and show no signs of wear. If the returned product is damaged or shows signs of wear, you may be responsible for any loss in value, especially if the damage is due to handling the goods in a way that exceeds what is necessary to check their nature, properties, and functionality. Additionally, the right to return or exchange does not apply to custom-configured products, spare parts, or items that have been price reduced.
Can I return part or all of a package I purchased?
Yes, you can return your Package Deal, but there are a few important things to keep in mind:
Returning the Complete Package: If you’re returning the entire package due to a change of mind, all items must be unused and in their original condition.
Returning a Single Item from the Package: If you’re returning just one item from the package due to a change of mind, it will be refunded at the discounted price, minus the package discount. This means the refund amount may differ from the current retail price since the item was purchased as part of a discounted package, and the package discount will no longer apply.
Condition and Costs: All products being returned for a change of mind must be in perfect condition and in their original packaging. Please note that shipping fees for the return will be your responsibility.
How do I exchange my order?
If you wish to exchange an item you ordered, please contact our customer service team by phone or email and provide your order number. Once we receive your return and complete a quality inspection, we will arrange for the shipment of the replacement item and address any outstanding payments.
How will I be refunded?
After we receive your cancellation or return, we will process your refund for the full invoice amount within 14 days. The refund will be issued using the original payment method you used at the time of purchase. There’s no need to cancel payments, such as credit card charges, as this could result in additional fees. Please note that additional costs beyond the standard delivery, such as delivery fees, cannot be refunded.
What should I do if my ordered item has a defect?
If your delivered item has a defect, we will arrange for the return or exchange of the goods at no additional cost to you. This applies to both individual and corporate customers, with return shipping being free of charge in the case of a complaint.
Transport Damage:
- If you notice visible transport damage upon delivery, please note this on the delivery note and inform our customer service team immediately. If the goods are clearly damaged, you may also refuse to accept the delivery.
- For hidden transport damage, which is not visible at the time of receipt, please notify us within 7 days.
Quality Defect:
- If your order has a fault or quality defect, please contact our customer service team by phone or email, quoting your order number. Depending on the nature of the defect, we will organize either the return or exchange of the goods.