FAQ & Customer Help
Common purchase & post-purchase queries answered
Table of Contents
Order Help
Typical shipping times are up to 7 days for North Island deliveries, and up to 10 days for South Island deliveries from the time the order is dispatched. Rural RD shipping may take longer. Weather and unforeseen circumstances can impact shipping times.
You can track your order on our Order Tracking page using the provided tracking information. You will receive this information either from us or directly from the carrier.
Once you have the tracking details, your order is with the carrier. We recommend contacting the carrier for transit status since, at this point, we have the same tracking data as you do.
Please note that delivery times may vary. Typically, it takes up to 7 days for North Island deliveries, up to 10 days for South Island deliveries, and rural RD shipping may take longer.
On the Shopping Cart page, the “Coupon Code” input box is located just below the itemised summary of your order. On the Checkout page the option to add a coupon code is located right at the very bottom of the page.
Only one promo code per purchase; not combinable with any other offers. Shipping charges still apply.
It’s rare, but unfortunately, it does happen.
If your order is damaged upon arrival, please follow these steps:
- Accept Delivery with Reservation: It is important to accept the order while noting any damage on the delivery note.
- Report Damage: You must report any damage or loss to ByDezign within 48 hours of receiving your order.
- Documentation: If no reservations are made on the proof of delivery (POD), waybill, CMR, or electronic PDA, please ensure that you file your claim within 48 hours of delivery.
We understand receiving damaged goods is frustrating, but if something is damaged we need to file claim with the carrier within a timely manner. By adhering to the above you’ll give us everything we need to provide you the best chance of a speedy resolution. Thank you for your cooperation!
Out of Stock Notify Waitlist: For temporarily out-of-stock items, you can add your email address to the notify waitlist to receive an alert as soon as the item is back in stock. The notify waitlist replaces the Add to Cart button on out-of-stock products.
Note: The notify waitlist does not guarantee availability, it just sends a notification out when a product goes from zero stock to some stock.
Pre-orders: To leave nothing to chance and own your incoming stock, you can place a pre-order before it arrives. When the shipping container in question arrives, your items will be unloaded, processed, packed, and shipped out to you.
To place a pre-order send an email to zn.oc.erutinrufngizedybobfsctd-71dfe4@ofni, list the products and quantities required, as well as shipping information including your phone number. We’re happy to let you know when to expect more incoming stock and to process a manual order.
Shipping & Delivery
For orders with multiple items, they may ship in separate packages and may arrive on different dates by a day or two. If you have received a shipping confirmation email but have only received a portion of your order, it is likely that it is referring to only a partial shipment. If you’ve only had one set of tracking details passed on to you then get in touch with us.
Yes, carriers such as Mainfreight allow pick-ups from their local freight depots. This often skirts pesky Rural-Delivery surcharges.
We recommend collecting your order from us when on a mainland run, however, you can also get in touch with us to discuss and arrange shipping options.
While we routinely export from New Zealand to the Pacific Islands, we currently do not ship internationally anywhere else in the world, including Australia.
Customers from Fiji, Tonga, Rarotonga, Tahiti, New Caledonia, Vanuatu, Niue or any of the Pacific Islands, please get in touch with us at zn.oc.erutinrufngizedybobfsctd-f747e@ofni for export options and sales agent contacts.
Warranty
We ask that you PLEASE OPEN ALL GOODS RECEIVED WITHIN A PERIOD OF 7-DAYS AND INSPECT THAT ALL ITEMS ARE IN GOOD CONDITION BEFORE STORING FOR A LATER DATE. In the event that something is damaged, we need to file claim with the carrier within a timely manner.
We know how frustrating a damaged or defective item can be.
Damaged or Defective Item Policy: Any claim by you for loss of, or damage to your parcels must be made in writing and received to by us within 7-days after your parcel(s):
- Is Delivered to you; or
- In the case of non-delivery, was estimated for Delivery.
Though incidents are isolated, things occasionally get damaged in transit. We understand that people occasionally buy in anticipation of completing a renovation project and subsequently store our furniture until such time that the space is ready for furnishings.
We offer multiple solutions when your order is not right. To help make your order perfect, we may require a photo and/or the original items to be returned when providing a resolution. If you are instructed to return the original item and it is not received by our warehouse, we reserve the right to reverse the refund or charge for a replacement unit. We reserve the right to refuse to service any damaged or defective item reported more than 7-days after the delivery date.
ByDezign offers a minimum 1-year limited warranty on all products, 2-year limited warranty on NARDI manufactured furniture. Commercial use included unless specified otherwise.
Please check out our full Terms & Conditions for full details.
General
Each product page has a “Specifications” tab towards the middle of the page, where you can discover the more technical aspects of your furniture such as: Dimensions, Materials, etc
Apologies, we don’t really do sales. We put our products out at the best value price we can year round.
Discontinued items are offered in limited quantities at clearance prices sometimes. Very occasionally we will discount certain products only. Apologies if you were hanging out for a big store wide fixed percentage sale.
We make every effort to represent product colors as accurately as possible in our photos. However, it’s essential to understand that the perception of color can vary due to differences in individual computer monitor/screen capabilities and settings. These variations may cause the colors to appear slightly different to each viewer.
Please be aware that ByDezign cannot assume responsibility for color or design differences that are not the result of factory faults. Any returns for a product due to customer dissatisfaction with a finish, that is not a manufacturer fault will need to comply with ByDezign’s returns policy.
For a comprehensive understanding of our policies and terms, we encourage you to review our full Terms & Conditions.
Wood is a natural material, and it carries inherent variations in knots, texture, and grain patterns. These unique characteristics contribute to the distinctive charm of wooden furniture. While we aim to provide accurate product photos, it’s important to embrace and value these natural differences.
Please bear in mind that individual computer monitors may display colors and finishes differently, and each user’s screen settings and calibration can differ. Therefore, ByDezign cannot ensure precise color, sheen, or appearance accuracy.
Should you wish to return a product due to dissatisfaction with its finish (assuming it isn’t a factory fault), the return should adhere to our established returns policy. For a comprehensive understanding of our policies, we encourage you to consult our full Terms & Conditions.
Returns & Exchanges
OPEN ALL GOODS RECEIVED WITHIN A PERIOD OF 2-DAYS and INSPECT ALL ITEMS ARE IN GOOD CONDITION BEFORE STORING FOR A LATER DATE. In the event that something is damaged, we need to file claim with the carrier within a timely manner.
Damaged or Defective Item Policy: Any claim by you for loss of, or damage to your parcels must be made in writing and received to by us within 7-days after your parcel(s):
- Is Delivered to you; or
- In the case of non-delivery, was estimated for Delivery.
If your order is damaged upon arrival, please follow these steps:
- Accept Delivery with Reservation: It is important to accept the order while noting any damage on the delivery note.
- Report Damage: You must report any damage or loss to ByDezign within 7-days of receiving your order.
- Documentation: If no reservations are made on the proof of delivery (POD), waybill, CMR, or electronic PDA, please ensure that you file your claim within 3-days of delivery.
Though incidents are isolated, things occasionally get damaged in transit. We understand receiving damaged goods is frustrating. By adhering to the above you’ll give us everything we need to provide you the best chance of a speedy resolution. Thank you for your cooperation!
If there’s an issue with your order, or if something is missing then ByDezign is here to help!
Claims can be filed by emailing zn.oc.erutinrufngizedybobfsctd-572071@ofni
For a quick turnaround, we’ll need the following from you:
- Order number: E.g. 39462
- SKU of the product: E.g. DOGA-BISTRO-AGA
- Description of the issue
- Photos of the damaged item, exterior packaging, shipping and packaging labels
Make sure to hold on to all packaging and products while your claim is open.
We will respond to all submitted claims as soon as possible.
Our return policy lasts 30 days. To be eligible for a return your items must be:
- Unused in brand new condition
- Have tags still attached
- In original packaging
Sale Items: Only regular priced items are eligible for refunds.
Payment Processing Fees: Fees associated with processing the payment are non-refundable, unfortunately we can’t do anything about this as that is the industry standard for payment processing companies.
Return Shipping: We recommend using a trackable and insured shipping service as we cannot guarantee that we will receive your returned item.
Regrettably, due to the high cost of domestic freight in New Zealand, we are unable to provide free return shipping for change of mind returns. This is the only way we are able to offer our free delivery promotion in the first place. We genuinely wish this could be different, but please know that we have to strike a balance between the best possible service while managing operational costs to ensure our prices remain competitive. Thank you for your understanding.
Read full Terms & Conditions.
Payments
We accept Visa, MasterCard, and American Express on bydezignfurniture.co.nz.
In store we only accept Visa and Mastercard. This means all AmEx purchases must run through the website.
Yes, we use Stripe as our payment processor to ensure all credit card information is encrypted during transmission and storage, so that data is private and secure.
Guaranteed safe & secure checkout
Care & Maintenance
For all information on maintenance, cleaning instructions, product care, best practises, etc, please see our dedicated Product Care & Maintenance guide.
