Frequently Asked Questions

I'm not receiving email updates, what do I do?

Send us an email to rewards@nood.co.nz and ask to be set up with email contact again. Or find an old email from nood and click on the unsubscribe link at the bottom and manage your subscriber status.

How long do nood Rewards dollars last for?

nood Rewards dollars are valid for 6 months from the date that they became a redeemable value/visible on your account. ie once you have spent a minimum of $50 in a 6 month period.

Can I earn nood Rewards dollars on all purchases? Are there any products that cannot earn nood rewards dollars?

All products, excluding the purchase of gift cards or freight charges that may apply to your purchase, will earn nood rewards dollars. Friends & Family offers are not eligible to earn nood rewards dollars. We may run special promotions when rewards dollars cannot be earned, but we will let you know in these instances.

Is there a minimum spend required before I can use my nood Rewards dollars?

No, you can use your points on any purchase without a minimum spend requirement. However Rewards Dollars cannot be redeemed until you have spent a minimum of $50.

Do purchases made on Q-Card (long term finance) earn nood Rewards dollars?

No, currently you can not earn nood rewards dollars on Q-Card Long Term Finance purchases. The system will automatically recognise that Q-Card Long Term Finance has been used as a payment method and will not assign rewards dollars. If part of the transaction has been made with cash or credit etc then that portion will earn nood rewards dollars.

Do I need to spend all of my nood Rewards dollars at once?

No, you can choose how many nood rewards dollars you want to spend each transaction.

How do I join nood Rewards?

You can either sign up in-store with or you can join nood Rewards online.

How can I earn nood Rewards dollars?

Once you have joined on our website or in store, you can earn nood rewards dollars on any eligible purchases you make using your nood rewards account.

I have points missing on my account, how do I fix this?

If for some reason you have missing points please contact rewards@nood.co.nz or 0800 46 66 63 so we can fix this for you.

How can I update my account details?

You can update your nood rewards account instore or by logging into your account on our website and saving any changes.

How do I find my nood rewards number?

Your nood rewards number is on each email we send you and is also available on your account page on the website.

How much is shipping?

Shipping is calculated on the size and quantity of the items you are purchasing and the location where your order will be shipped to.

How long will my order take to arrive with Courierpost?

We normally allow orders being shipped with Courierpost up to 5 working days although you will normally receive your order well before this.

How long will my order take to arrive with Mainfreight?

We normally allow orders being shipped with Mainfreight up to 10 working days. Mainfreight will call you once your order arrives locally to arrange a suitable delivery day and time with you.

What kind of delivery service do you use?

We ship your orders using Courierpost and Mainfreight. Courierpost is used for smaller items that can be couriered and Mainfreight is for furniture, oversized home decor and larger orders.

How can I track my order?

Once your order has been dispatched from our Distribution Centre you will receive an email with tracking details for your order. Please feel free to contact us on 0800 46 66 63 if you require any further details.

Do you ship to PO Box addresses?

We cannot ship orders to PO Boxes so please ensure you enter your physical delivery address when purchasing to ensure your order gets to you.

Can you ship to my country?

We currently ship online orders to New Zealand addresses only, however if you live in Australia and are interested in purchasing an item from nood please email us the details to web@nood.co.nz and we can provide a shipping quote for you.

Why is my order arriving on two different delivery services?

If you have chosen to order a large and a small item/ online with nood then it is likely that you will receive your order in two separate deliveries. Your large/oversize item will be delivered by Mainfreight and they will contact you to arrange a suitable delivery day and time. Your small item will be delivered by Courierpost who will leave a card to call if you are not home to receive the delivery.

Requesting delivery dates or postponing delivery on an online order

If you have placed an order online and have a specific delivery date in mind or need to delay the delivery of your order please contact us on 0800 46 66 63 as soon as you have placed your order. We aim to dispatch your order on the same day when possible so to avoid disappointment please do contact us straight away so that we can assist you.

Do I need to create an account to shop with you?

No, you can shop as a guest without creating an account or you can choose to set up a nood rewards account and starting earning rewards with each purchase.

How do I change my details on my nood Rewards account?

Simply log in online and go to the ‘My Details’ page in your account area. You can update all of your details here. Alternatively, please call us on 0800 46 66 63 and we can assist you over the phone.

What currencies can I use?

We currently only accept payments in New Zealand Dollars, all major Credit Cards should be able to handle currency conversion.

When will I be charged?

You will be charged as soon as you confirm your order online.

I think I have been charged twice, what do I do?

If you think you may have been charged incorrectly please call us on 0800 46 66 63 and our team will be able to look further into this for you.

How do I use a discount code?

If you have a discount code to use on our website you will be able to apply this at the checkout once you have selected your items.

Can you give me more information on your products?

If you require any further information about our products please feel free to email us using our online contact form or call us on 0800 46 66 63.

How do I search for a product?

Simply type the product you are looking for in our search bar at the top right of the website and click search.

I want to cancel/amend my order

If you wish to cancel or make any changes to your order please call us on 0800 46 66 63 as soon as you can so that we can assist before your order is shipped.

Buying a gift card

We offer both digital and physical gift card options to purchase on our website, you can purchase these here.

Using a gift card

If you have either a physical or digital gift card that you would like to spend online, simply add your items to the cart and use your gift voucher as a payment method when confirming your order.

What do I do if my gift card is lost or damaged?

If your gift card is lost or damaged please contact us immediately on 0800 46 66 63.

What can I do if my recipient hasn't received their gift card?

If your recipient doesn’t receive their gift card please contact us immediately on 0800 46 66 63.

Why is my order arriving on two different delivery services?

If you have chosen to order a large and a small item/ online with nood then it is likely that you will receive your order in two separate deliveries. Your large/oversize item will be delivered by Mainfreight and they will contact you to arrange a suitable delivery day and time. Your small item will be delivered by Courierpost who will leave a card to call if you are not home to receive the delivery.

My Order has arrived damaged, what do I do?

If you have had an item that arrived damaged, please submit a Customer Resolution Form. Ensure you include the store where you purchased your item, your Order Number and photos of the Damage. The store of purchase will be in touch within 48 business hours to discuss a resolution.

My item has a defect, can I get a replacement?

If your item has a fault or defect, please submit a Customer Resolution Form. Ensure you include the store where you purchased your item, your Order Number and photos of the Damage. The store of purchase will be in touch within 48 business hours to discuss a resolution.

Why do I need to submit a Customer Resolution Form?

The Customer Resolution Form is an electronic tool to support our Stores in offering the best solution. Information provided in this form is used to liaise with our Quality Control Team, ensuring they can assess your item quickly and accurately.

Where can I find the Customer Resolution Form?

You can find our Customer Resolution Form here. Please include your order number, the store of purchase, and photos of your item. This will then be sent automatically to the store you bought your item from.

What happens once I have filled out a Customer Resolution Form?

Once a Customer Resolution Form has been filled out, it will automatically be sent to the store in which you bought your item from. The store will then help you with the next steps with your items and help you with any questions you may have.

My Customer Resolution Form isn’t working; what do I do?

If you are having any troubles with the Customer Resolution Form, please contact the store you purchased your item from, and they can help you with the requirements for the Form. You can find our store Contact Information here.

What kind of Delivery Service do you use for Replacement Orders?

We ship your orders using Courierpost and Mainfreight. Courierpost is used for smaller items that can be couriered and Mainfreight is for furniture, oversized home decor and larger orders.

I am getting my item Replaced; how long does it take?

If you are getting a replacement for your item, it will be checked over by our Quality Control Team in our Warehouse. Once a replacement Order has been acknowledged by our Quality Control Team, it can take up to a week to be checked. Once it has left our Warehouse, it will take from 5-10 working days to arrive with you by MainFreight, or 3-7 workings days with Courier Post, as per our standard delivery estimates.

How can I track my Replacement Order?

Once your order has been dispatched from our Warehouse, the store will send you all the tracking information you will need to track your order. Please feel free to contact us on 0800 46 66 63 if you require any further details.

I bought a Pelle Protection Plan with my order; how does this work/help me?

If you have bought a Pelle Protection Plan for your item with your order, this covers you for any accidental stains, accidental damage and defects. The Pelle Protection Plan covers you for up to 5 years after purchase, provided care products have been used before use. You can find more information here.

How do I get in touch with Pelle if my item has suffered damage?

If you have bought a Pelle Protection Plan for your item with your order, please contact Pelle on 0800 02 794 and describe the problem with your item. Pelle will help you find a resolution within their own procedures and policies.