FAQ's
Got questions? We've got answers!
What is the best way for me to order from you?
Whichever you find most convenient! You can order online, over the phone or in store.
What payments methods can I use?
We accept Visa, Mastercard and Amex. You can also pay online via bank transfer using your Surname and Invoice number as the reference. Pls note that we cannot despatch any orders until the payment has cleared.
We also accept Afterpay on transactions under $2000 both instore and online.
You may also use your GE Finance or Q Card in store also. Our staff can confirm with you any interest free options may be available to you, at the time of purchase.
I can’t make it into store to pay, am I able to pay by credit card over the phone?
Yes, that’s no problem at all. We do not retain your credit card details once we have processed your payment.
Do you charge a merchant surcharge?
No, that’s not how we operate!
Do you need a deposit for a custom made order?
Yes, we require a 30% deposit upon confirming the order and then the balance is payable when your order is ready for delivery.
Can I check on the ETA of my order?
Of course you can! Feel free to email online@furnish.co.nz or call us on 07 578 8388 to check on the status of your order.
Can you ship to me overseas?
At present, we only ship within New Zealand.
How long will my custom order take?
There is generally an approximate 12-16 week lead time for our Urban Sofa range and an approximate 4-6 week lead time for New Zealand made lounge furniture orders.
ETAs that we state at your time of purchase is our best estimate at that time. These may be updated if we suffer shipping delays through our overseas freight shipping lines. If there is going to be a substantial delay, we will call you with your amended ETA.
How much does delivery cost?
We have set flat rates for local deliveries.
For nationwide deliveries, the cost, is calculated by the item’s CBM (cubic meterage) and the final destination. All nationwide furniture deliveries are carried out by specialist furniture delivery companies. While we have done our best to calculate freight rates for each region, if the final destination is rural, remote or has difficult access we may need to pass on an extra charge for this.
At the time of purchase (either in store or online), the appropriate delivery charge will be added to your invoice. Once your furniture is ready, we will get in touch with you to arrange a suitable time for delivery locally. If it is being delivered nationwide, the specific furniture freight company will get in touch with you to confirm a suitable day for your delivery.
How long will delivery take for items that are in stock?
For those items that are in stock, they will be shipped ASAP and generally speaking, we can deliver next day to our local area for in stock orders. For deliveries further afield, the final destination they are going to and the trucking schedule of the appropriate freight company will depend on their final delivery time. We do our utmost to deliver as quickly as possible to you.
For small accessory items, the courier cost is a flat rate of $10.00 for North Island deliveries and $15 for the South Island. For larger accessory items such as artworks the courier cost is a flat rate of $35. The delivery time frame varies from next day to up to 2 weeks, depending on the item's final delivery destination.
Do I need to be home for my delivery?
Yes you will need to arrange for someone to meet the truck and to sign for your order.
Is assembly and rubbish removal included in my delivery?
No unfortunately it doesn’t. Some of our furniture freight companies can carry this out for you, if you do require this, please discuss with our staff when ordering and we will see if this can be arranged for you. There will be an extra fee charged for this.
Can I pick up my order?
Yes you can! If you are picking up a bulky item of furniture, please ensure you bring adequate help (at least two able bodied persons) to assist in getting your furniture to and loaded into your vehicle. Bringing blankets and ties will help protect and fasten your furniture securely. Due to Health & Safety laws Furnish staff are unable to assist with heavy lifting. Knowing this, you may wish to call us to book your goods for delivery for a fee. Please feel free to call us to arrange over the phone 07 578 8388.
Pick up can also be arranged from our warehouse at Mt Maunganui where our Warehouse staff can help you to load your furniture.
Can I pick up my online accessory/homewares order?
Yes you can! Please choose ‘pick up in store’ when purchasing online and our staff will get your order ready for pick up. Pick up is generally available next day. If you have an urgent order, please call our store and they may be able to prepare your order sooner.
Are you able to store our furniture until we’re ready for delivery?
We don’t mind storing furniture for a short period of time, if your build, renovation or settlement has been pushed out, we ask that you contribute to our warehousing costs and also that the balance of your invoice is settled.
What if something isn’t right with our furniture that has been delivered?
We want you to be happy with your purchase and we strive to provide only the best quality goods to you. If you are concerned with any aspect, please contact us at online@furnish.co.nz with the details + images of the item within 24 hours of receipt/delivery of goods. We will then be in touch with you promptly with a resolution.
Can I cancel or return my furniture that has been custom Made to Order?
Custom orders for furniture begin production immediately upon order and are built to your specifications. They cannot be cancelled, changed, returned or refunded at any time.
We do not take any responsibility if the furniture does not fit in your space or if you change your mind, so please choose carefully and we always encourage measuring your space prior to ordering. This includes measuring lift access, hall ways and door ways to ensure that your furniture can fit through the house when being put in place.
As a lot of our Urban Sofa and NZ made lounge furniture is made to order for each customer, we will work with you on finding a resolution on the rare occasion that the product is faulty, i.e. repair of the item. If the item has been damaged during transit, we will work with you and the trucking company to find a resolution. Please email us at online@furnish.co.nz with the details + images of the item with 24 hours of receipt/delivery of goods.
I’ve purchased some furniture that you had in stock, am I able to return it?
We are unable to provide exchanges or refunds on these items for 'change of mind' purchases.
I’ve purchased some homewares/accessories that you had in stock, am I able to return it?
Please note that we cannot refund for ‘change of mind’ purchases.
No refunds or exchanges can be given on special or custom orders.
I’ve purchased an item that you had on clearance, am I able to return it?
Final sale and clearance items purchased in store or online are non-returnable and non-refundable.
Please see below for our warranty details. Warranty claims will only be upheld if the defect is not a result of normal wear and tear or a natural characteristic of the material used. The warranty does not cover furniture used in a commercial setting. Items where the customer has supplied the fabric are not included in this warranty.
Please note that our warranties are non transferable, and cannot be extended to re-sold items. Warranties are only valid when products are used for their intended purpose and exhibit normal use. Defects or damage resulting from negligence, misuse, accidents, abnormal use, or modifications will not be covered by our warranty.
The furniture must have been cared for in accordance with our Care & Maintenance recommendations.
All NZ Made Lounge furniture carries the following warranties:
- 15 year frame warranty
- 10 year workmanship and foam warranty
- 2 year fibre-fill warranty
- 5 year ergo-fill warranty (for back cushions)
- 2 year fabric warranty
- 3 year leather warranty
All Urban Sofa furniture carries the following warranties:
- 10 year frame warranty
- 5 year workmanship
- 3 year leather warranty
- 2 year fabric warranty
- 5 year foam warranty
- 3 year recliner mechanism warranty
- 3 year powered mechanism warranty
All Outdoor furniture carries the following warranties:
- 5 year Rehau Wicker warranty
- 3 year Sunbrella Fabric warranty
- 2 year Urecel QuickDry Foam warranty
- 3 year Textylene warranty
- 5 year 316 Stainless Steel warranty
- 3 year Powdercoated Aluminium warranty
- 3 year Workmanship warranty
- 3 year Timber warranty
- 3 year Frame warranty
All Calia Solid American White Oak furniture carries the following warranties:
- 5 year Workmanship warranty
- 5 year frame warranty
- 5 year timber warranty
All Dining & Living furniture carry the following warranties:
- 1 year warranty
Thank you for purchasing a Furnish piece of furniture for your home. To ensure the longevity for your furniture, please be sure to always follow our Care & Maintenance guidelines and tips:
Please use our recommendations in order to help you keep your furniture in tip-top condition:
General Care & Maintenance
- Never drag furniture, always lift it carefully to reposition/move.
- We recommend using floor protectors on the legs of furniture to protect floors from potential damage.
- Never stand on furniture or sit on the arms of chairs or sofas.
- Do not place indoor furniture near direct light (ie sunlight) or heat sources (ie fireplaces, heaters, air conditioning vents), as they can fade and crack the upholstery.
Sold Oak Timber
Packaging materials such as polystyrene, can draw moisture from the furniture. Oak benefits from being oiled once the item is unpacked which will help rehydrate the oak. We sell a linseed based oil, perfect for this application. Danish oil is also available in store.
Oak also benefits from being oiled every 3-6 months (depending on frequency of use and the amount of sun that the furniture is in). Oil provides moisture and will bring tired, dry oak back to life. This is especially so if your oak piece is in direct sunlight which can dehydrate your furniture.
Sometimes a light sand will be required if the furniture is very dry and has become a little burred. An application of oil with a lint-free cloth will rejuvenate the oak. Wax can be applied once the oak has soaked in and is dry, but is not an essential step.
Always use placemats and trivets for hot dishes and everyday serving/meals. Don’t place wet items i.e. glasses with condensation, directly onto the oak as this can mark the surface.
- Always wipe up spills as soon as they happen, to avoid marking.
- Always use table runners, placemats and coasters to protect the surface of your furniture.
- Dust with a damp cloth weekly to remove dust and grime.
- Don’t place hot or wet items directly onto the furniture as these can permanently mark the surface.
Leather Furniture
A weekly clean with a soft, lint-free cloth dampened with water is the best (and easiest) way to maintain your leather furniture. Regular leather maintenance is essential to ensure the longevity of your upholstery leather (and is part of your warranty). We sell leather care kits consisting of leather cleaners, conditioners and protective coatings. You should aim to clean and condition your leather furniture every 4-6 months. Enquire in store about the correct maintenance products for your particular leather.
- Wipe up any food or drink spills straight away, as the leather can absorb liquids, leaving permanent marks.
- Special care is required if you are on specific medications as these can pass through the skin and be absorbed by the leather. Please notify us if this is the case and we can help to recommend an appropriate leather type.
Fabric Furniture
Vacuum regularly with an upholstery attachment. This will help remove dirt and grime which can discolour and act as an abrasive on your furniture.
- If you can, rotate and flip the cushions to ensure even wear.
- Enlist the services of a professional upholstery cleaning service once a year to clean your furniture.
High Gloss Furniture
- Always wipe up spills as soon as they happen, to avoid marking.
- Always use table runners, placemats and coasters to protect the surface of your furniture.
- Streak marks and fingerprints may be removed with glass cleaner and a soft lint-free cloth.
- Don’t place hot or wet items directly onto the furniture as these can permanently mark the surface.
- Avoid direct sunlight as this can fade your furniture.
Outdoor Furniture
Teak:
Teak furniture can be left untreated to naturally develop a silver patina over time. Alternatively, you can consult a reputable hardware store for products that will help maintain its original colour and to prevent silvering.
Powdercoated Aluminium:
Maintain your powdercoated aluminium monthly with a wash down with your garden hose. The PC aluminium will benefit from a clean with soft domestic household cleaner and warm water approx. every 6 months or whenever necessary. Apply with a soft brush and rinse off with a hose.
Seat & Back Cushions:
Our outdoor furniture cushions have been constructed to withstand weather conditions but the life of your furniture will be prolonged if you bring the cushions in over winter/during heavy weather. Standing the cushions upright after heavy rain will help the water drain through and they will dry even quicker. Use of a soft brush will help remove dust from the cushions.
Outdoor Furniture Covers:
If you have purchased outdoor furniture covers from another retailer, please ensure that the furniture is completely dry before covering it, otherwise the sun will heat up the damp fabric and moulding will occur.
If you have any questions regarding the care of your furniture, please do not hesitate to contact us.
I’ve heard you specialise in custom lounge suites, how does this work?
Our relationships with our specialist lounge manufacturers allows us to order lounge furniture, one by one. While chain stores just sell one configuration in a couple of colours, we are able to offer multiple configurations and sizes, in a vast range of fabrics and leathers. Our staff are trained to take you through this process step by step to ensure you choose the perfect suite for your lifestyle and home. This is available in both our NZ made and our Urban Lounge collections.
If it’s a specific style you’re after we have the ability to change arm widths, make longer/shorter, change dimensions, change legs, add/remove chaises and change fills to ensure that you get the perfect piece that is right for you and your home.
In addition to this, we have an extensive range of leather colours and styles to offer you, along with a wealth of fabric options and colours from New Zealand’s leading upholstery fabric houses – Warwick, Charles Parsons and James Dunlop.
Please contact us for more information on customising your Furnish furniture or pop into our store to view our vast collection of models and quality upholstery options.
Returns
We want you to be happy with your purchase. We strive to provide only the best quality goods to you and if you are not happy with any aspect, please get in touch with us within 24 hours of delivery. You can call us on (07) 578 8388 or email us at online@furnish.co.nz with the details + images of the item within 24 hours of receipt/delivery of goods. We will then be in touch with you promptly.
Availability Of Product
Please note that Furnish is a locally owned and operated store meaning our in-store and online customers are shopping from the same stock. If an item in our physical store is purchased and sold at the same time an online order for the item is placed, then the online item may be unfortunately unavailable. In this rare case, we will contact you as soon as possible to discuss placing a special order for the item from our supplier or offering you an alternative item or full refund.
Pricing
All prices displayed are in NZD and includes 15% GST. Furnish reserves the right to change pricing at any time and without prior notice.
Cancellation Policy
Custom orders for furniture begin production immediately upon order and are built to your specifications. They cannot be cancelled, changed, returned or refunded at any time.
Privacy Policy
Furnish respects your right to privacy. We have designed our website so that no personal identifiable information is displayed online or is accessible to the general public. Once you choose to provide us personally identifiable information (any information by which you can be identified), you can be assured that it will only be used to support your customer relationship with Furnish.
What We Collect
We do not keep a copy of your credit card details on our server or premises. That information is held by our Gateway provider that has been certified by the major credit card companies. From time to time, Furnish may ask individuals and prospective customers to provide personal information that will help Furnish efficiently perform various business transactions. The types of personal information collected at these pages are name, contact and billing information and delivery address. In order to tailor our subsequent communications to you and continuously improve our products and services, we may also ask you to provide us with information regarding your personal or professional interests, demographics, experience with our products, and contact preferences. Some Furnish web pages may also contain cookies, a technology used to customise web content to better meet your needs. You can set your browser to notify you when you receive a cookie, giving you the chance to choose whether to accept it or not.
How We Use Your Information
Furnish uses your information to better understand your needs and provide you with better service. Specifically, we use your information to help you complete a transaction, to communicate back to you, to update you on service and benefits, and to personalise our website for you. Credit card numbers are used only for payment processing and are not retained for other purposes. From time to time, we may also use your information to contact you for market research or to provide you with marketing information we think would be of particular interest. At a minimum, we will always give you the opportunity to opt out of receiving such marketing contact.
Who We Share It With
Furnish will not sell, rent, or lease your personally identifiable information to others. Unless we have your permission or are required by law, we will only share the personal data you provide with other Furnish entities and/or business partners who are acting on our behalf for the uses described above. Such Furnish entities and/or business partners, including those in New Zealand and/or any other countries, are governed by our privacy policies with respect to the use of this data and are bound by the appropriate confidentiality agreements. Links to third party web sites on the site are provided solely as a convenience to you. If you use these links, you will leave the Furnish site. Furnish has not reviewed all of these third party sites and does not control and is not responsible for any of these sites, their content or their privacy policy. Thus, Furnish does not endorse or make any representations about them, or any information, software or other products or materials found there, or any results that may be obtained from using them. If you decide to access any of the third party sites linked to this site, you do this entirely at your own risk.
Choice On The Use Of Personal Information
Furnish will not use or share the personally identifiable information provided to us online in ways unrelated to the ones described above without first letting you know and offering you a choice. Your permission is always secured first, should we ever share your information with third parties that are not acting on our behalf and governed by our privacy policy.
Disclaimer
While we strive at all times for our website information/images/pricing and specification sheets to be accurate, errors may occur from time to time and we reserve the right to correct this and/or update this information at any time.
Why shop at Furnish?
We opened our doors in 2013 as a proudly locally owned and operated business, built on a passion for quality design and genuine service. More than a decade later, that same spirit continues to guide everything we do.
At Furnish, we love working alongside our customers to bring their vision for beautiful interiors to life. From thoughtfully designed living spaces to finishing touches that make a house feel like home, we take pride in being the first place many turn to when seeking to make every space feel uniquely their own.
With a strong background in furniture retail, we have built lasting relationships with our suppliers which allows us to bring pieces to the market which are unique to us. With the majority of our furniture offering, you won’t find it elsewhere.
Quality matters to us. Our ranges are designed with purpose and built with care using premium materials to ensure quality, comfort and style that lasts.
