FAQ

  • 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.

  • 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.

  • 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.

  • 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 any questions you may have.

  • 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.

  • 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, it can take up to a week to be checked. Once it has left our warehouse, our standard delivery estimates apply.

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

  • Once your order has been dispatched from our warehouse, the store will send you all the tracking information. Please feel free to contact us on 0800 466 663 if you require any further details.

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

  • 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.