We have personally hand-selected or designed each Product we make available online and in our retail store. We have strict quality control processes which means only those Products that have passed our inspections are made available to you. When an order is received, we carefully recheck each Product prior to dispatch to ensure that it meets our strict standards.
Please be aware that our products are handmade from real, natural materials. Therefore they are not mass-produced products. Our products show the grain of real wood, the wearing of natural leather and cowhide, and the love of human hands - the beauty of nature and talent.
We stand by our Products and are proud to design and make them. However, we know for online purchases it can be hard to visualise what might look right in your space and for that reason we offer a "no-risk returns policy", as set out below.
No Risk Returns Policy
We offer an easy, hassle-free returns policy, subject to limited exceptions, as set out below under the heading "Exceptions".
If you change your mind within 7 days of receiving your purchase we can offer you the option of an exchange, store credit or a refund, provided that (1) you notify us in writing before you return any item so we can provide you with a returns code and (2) the Product is in its original packaging, unused, and remains in saleable condition.
Changes of mind after 7 days will not be accepted, so if you wish to return or exchange a Product you must notify us by email within 7 days of receiving your purchase so we can give you a returns code.
NO RETURNS FOR CUSTOM MADE
Please note that custom-made items (Corcovado sofas, headboards, custom fabrics on any product), or made to order Products (i.e. a pre-order) are not eligible for a refund, exchange or store credit.
NO RETURNS FOR RUGS
We do not accept returns of rugs for change of mind. All rug sales are final and cannot be returned for change of mind.
Shipping fees from your original order, together with the delivery cost to return any item to us will be your responsibility.
We will inspect the returned product to us and provided it is in its original packaging, unused, and remains in saleable condition, you can choose to:
FAULTY PRODUCTS OR INCORRECT PRODUCT SENT
We will meet our obligations under the NZ Consumer Guarantees Act. We will accept returns where the Product is damaged or faulty prior to delivery to you, or we have sent you the wrong Product.
We carefully check each Product before sending and we package each Product with care. If your parcel appears damaged upon receipt, you must note this with the carrier before signing for your parcel.
In order for us to accept a return for damage, you must contact us within 48 hours of receipt of your order to let us know you wish to return the Product. You can call us on 0800 212 252 or email us at firstname.lastname@example.org. You must then return the Product to us within 7 days of your original receipt.
The Product must be in its original condition and packaging, unused, unwashed and with the original sales receipt. Unfortunately we are unable to accept returns on damaged, faulty or incorrect items after 7 days.
Products are to be returned to us at the following address:
137 Victoria Street
Please ensure that you securely repackage any Product prior to returning it to us. We recommended you use registered post to return the Product to us as we cannot be held responsible for the loss of any items being returned.
Please note that SALE items, or items that have been on display in our store, cannot be returned, exchanged or refunded. All purchases of SALE and display items are final.
Last Updated 15/11/23.