Frequently Asked Questions

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.

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 466 663 as soon as you have placed your order.

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 NZ Post who will leave a card to call if you are not home to receive the delivery.

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.

Do you ship to PO Box addresses?

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

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.

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 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.

How long will my order take to arrive with NZ Post?

We normally allow up to 5 working days for orders being shipped with NZ Post. Seasonal or Covid-related delays may occur.

Can someone else collect my order?

You can designate someone else to collect your order, but please let the store know in advance who to expect. The person collecting the order will need to bring the confirmation email and some identification with them.

How do I order for click & collect?

To place an order with us online using Click & Collect simply add products to your cart and head to the checkout as normal.

Why can't I select C&C for my order?

If the click & collect option isn’t available at checkout, it means that the product you have selected isn’t available for click and collect.

Click & collect is not available on individual items over 20kg. Sofas, dining tables, sofabeds, bedroom furniture and occasional chairs are excluded, even if they don’t exceed 20kgs.

Does it cost anything?

There is no extra charge for Click & Collect orders.

How long will it take before I can collect my order?

Please allow up to 48 hours from placing your order for our store team to get this ready for you. You will receive an email once your order is ready to be collected.

How long will you hold my order at the store?

Stores will hold your click & collect order for up to 7 days, but are not able to make it within that time, just contact your store.

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.

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 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.

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

What kind of delivery service do you use for replacement orders?

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.

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. Please feel free to contact us on 0800 466 663 if you require any further details.

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

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.

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.

What is 3D Secure

3D Secure is an additional layer of security to make online shopping transactions safer, by authenticating a cardholder’s identity at the time of purchase. You may be redirected to your card issuing bank for a 'Verified by Visa' or 'Mastercard SecureCode', before returning to our site once authorisation is complete.

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

No, you can shop as a guest without creating an account.

However, if you sign up to be a noodist member, you will start earning rewards points and get access to special noodist member promotions.

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 466 663 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 at web@nood.co.nz or call us on 0800 466 663.

I want to cancel/amend my order

If you wish to cancel or make any changes to your order please call us on 0800 466 663 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 466 663.

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.

How can I earn nood rewards?

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

How do I join nood rewards?

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

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

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

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 466 663 and we can assist you over the phone.

Is there a minimum spend required before I can use my nood rewards points?

Rewards points will be visible on your account and available to be redeemed once you have spent a minimum of $50.

Do I need to spend all of my nood rewards points at once?

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

I have an in-store account but can't log in online.

If you have signed up in store, but not online, then you also need to register as a new member. This will link your online and instore accounts. Please allow 5 minutes for this to complete.

If you are still having problems once your accounts are linked, please let us know.

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 investigate 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 long do nood rewards points last for?

nood rewards points 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.

Do purchases made on Q-Card (long term finance) earn nood rewards points?

No, currently you can not earn nood rewards points 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 points. If part of the transaction has been made with cash or credit etc then that portion will earn nood rewards points.