IMPORTANT MESSAGE REGARDING
COVID-19 & CUSTOMER DELIVERIES
Important Information on Click & Collect and for Customer Deliveries
When we call to book a delivery
Please note under level 2 we can only do contactless deliveries. This may mean most deliveries are left at your door or in your garage.
When delivering furniture
Our delivery staff will follow health and safety protocols to protect against the spread of Covid-19 including:
- Use of hand sanitiser before and after every delivery
- Regular cleaning of high-touch surfaces on vehicles, (steering wheel, handles)
- Contactless delivery procedures
- Social distancing
Please understand we have currently suspended our furniture unwrap, assembly, and packaging removal services.
For physical distancing and handling reasons, we will no longer be asking you to sign for the delivery. A verbal ‘ok’ will be noted by the driver as an acceptance/check you have all your items.
We thank you in advance for your understanding; this procedure is subject to further review should the situation regarding Covid-19 change.
The Design Store
This service is only available within New Zealand.
Web online orders
For web orders deliveries nationwide, we charge a non-refundable delivery fee that is calculated based on the items in your shopping cart and your delivery location. Please note some delivery locations require longer delivery times and may only be available to a nearby town depot (especially for larger items or rural areas).
Some fragile goods such as Mirrors & Glass Art need to be delivered at a furniture rate - as the nature of these items prevent them from being deliverable by a courier service.
Larger homeware items may also have an extra surcharge due to their size and/or weight. This will be calculated at checkout.
We aim to dispatch web orders within 2 working days. Smaller items may be sent from multiple dispatch points, so you may receive a split ship consignment. We will advise if multiple shipments are on way for you so you are aware and for tracking.
There could also be multiple cartons for delivery and part deliveries could happen. Most part deliveries are resolved next day when the “missing carton” arrives.
Larger items are always delivered from our Distribution centre and not from our Stores.
Click and Collect
All homeware (small items) can be collected from any of our stores, but only if stock available. If no stock in that store then the item must be collected form another store that has the stock. All large furniture 25kgs+ or bulky MUST be collected from our warehouse due to Stock On Hand.
Due to social distancing please bring a helping hand to help you carry your items to your car.
IF YOU LIVE OUTSIDE OF AUCKLAND & WOULD LIKE TO CLICK & COLLECT PLEASE EMAIL MARKETING@THEDESIGNSTORE.CO.NZ
We currently offer a Click & Collect service from our Stores and, for larger items, from our Warehouse Distribution Centre. Please note stock availability varies from Store to Store, and your item(s) will not be available for purchase/collection at a Store that does not hold stock. In this case, we suggest selecting an alternative Store with stock available for your collection point.
Large items over 35kgs or bulky items (total bigger than the equivalent of 3 banana boxes as a size guide) can be only collected from the Distribution Centre, due to space restrictions at stores and our H&S policy.
In-Store Purchases Delivery
We deliver to most of the Auckland greater area six days a week with 4 vans and contracted carriers. We strive to work with our customers with regard to a suitable time for deliveries where possible.
Our standard delivery fee is $75 for a straight forward delivery for the greater Auckland area -$95 for a sofa set. (See our nonstandard notes below) We also offer additional assembly and rubbish removal services at a reasonable fee.
Deliveries outside the greater Auckland area are contracted to external carriers and as such, subject to their delivery schedules which is outside our control. In some cases, there may only be a weekly service. Please also note that areas outside of Auckland are generally delivered with only one person in the truck. For larger items, they may require assistance in unloading and delivering your item(s). They are also unable to assemble or in some cases position the furniture for you.
Non-standard? Problem deliveries (greater Auckland area only)
Non-standard deliveries include tight or narrow stairwells and landings, and unreasonable access (e.g. needs to be carried up multiple flights of stairs). In these cases we reserve the right to charge a reasonable fee to recover the additional costs in making the delivery. Additional costs may be incurred for example, for hiab charges, taking arms off sofas to get them up stairs or through doors, or additional time/resource to make the delivery. For Health & Safety reasons we will not deliver to, or over a balcony, or over a 1.8m+ fence.
For carriers outside Auckland if the carrier can not access, the carrier will leave the item in the garage, rather than return to us.
We also reserve the right to charge a second delivery fee if the delivery team turns up at the prearranged time and the client is not there forcing us to reschedule another delivery.
Please refer to our returns policy here
Receiving or signing for you order
When your order is delivered, it is important that you check your order is correct and that the packaging is not damaged. If your parcel/box is rattling, or squashed, dented or ripped, we ask you to inspect your goods while carrier there, or sign for it STI. This means Subject To Inspection and will provide cover in the event your item has been damaged in transit. By signing for the order, you have deemed to have received the item in good order and condition; this will make claiming for any transit damage found subsequently, very difficult. We also ask you to keep all the packaging as this will be needed as part of a claim. We require notification of transit damage within 48 hours or delivery.
Frequently asked questions (FAQ)
My order arrived and it’s damaged
Can I provide delivery instructions or allow the courier to leave my signature required order?
We cannot guarantee that the delivery company will follow a ‘signature not required’ instruction due to their own policies. It’s best to contact the courier company directly and check.
Can you deliver to a PO BOX?
No, as we use couriers who require signatures upon delivery.
I ordered something that’s on pre-order and something that’s in stock. What happens now?
If part of your order is on pre-order, we will hold your order until everything is in stock. If you’d prefer to get you in-stock items delivered sooner, then please contact us and we will work with you. There could be extra freight charges as a result.
Can I cancel my order?
If you wish to cancel your order please email us as soon as possible. If you cancel before your order is sent, you will receive a full refund.
If your order has already been collected by the delivery agent, then unfortunately it is too late to cancel. You will have to follow the returns process once your order arrives. The delivery fee will not be refunded
Nothing has arrived to me, where’s my delivery?
If the order is showing as ‘delivered’ on the supplied tracking records, but it hasn’t turned up, please get in touch with the delivery company specified directly.
If you have questions you can ring us on 0800 449922
or use our live chat box on the website (during business hours).