Shipping & Returns
Please allow 4-5 working days for delivery. During times of high order volume (such as during a One Day Sale) and public holidays this delivery period may take longer.
This is subject to stock availability. Rural Deliveries: 3 extra days for rural deliveries. Please mention your RD number when placing your order.
If your order does not arrive within this timeframe, please contact us firstname.lastname@example.org please include your order number in any correspondence so we can assist you quickly.
All orders are delivered by suitable furniture carriers.
Please note, Touchwood does not deliver to P.O.Boxes, it must be a physical address.
Overseas Orders: We will only accept orders from within New Zealand
We will not Ship to the Chatham Islands or Great Barrier Island however we are happy to deliver to the forwarding agent of your choice on the mainland.
On Receipt of receiving any packages please check cartons thoroughly for any damage before signing for them. If Damage is found do not sign the delivery docket that states received in good Condition.
Under no circumstances should you sign without thoroughly checking your boxes first. Freight companies will not accept "Subject to Check" or "Subject to Inspection" being written on any documentation.
We also require where damage is found you email us with photos of the cartons, information regarding the freight company, the delivery docket number and the product description and batch number.
Touchwood does not accept any responsibility for any damage of our goods when carried by your own shipping or freight forwarding companies.
Return & Exchange Policy
If you are unhappy with your purchase for any reason please contact us within 7 days of receiving it and we will do our best to sort it out for you. Please note that the product must be new and unused, and in its original packaging. We are more than happy to replace the goods or issue a credit note to the value.
If you need to return something to us that you purchased online, you’ll need to cover the cost of returning the product to us, or you can bring the product back to our store.
If an item needs to be returned under warranty, get in touch with us and we can sort out the pickup of the item.
Sale items are not returnable, and non refundable.
If a product proves to be faulty we will meet all of our obligations under the Consumer Guarantees Act.
Payments, Refunds and Personal Data Usage
All payments should be made by one of our listed payment options i.e. LAY BUY, Afterpay, Credit Card or Bank Transfer. If you require other payment methods please contact us direct and we will do our best to accommodate you. All prices are in New Zealand dollars and are GST inclusive.
We will report any credit card fraud or fraudulent orders to the relevant authorities.
Refunds will be processed once products have been returned to us and we have assessed they meet our criteria for a refund (product in its original packaging etc) Please not a 15% restocking fee applies for change of mind goods.
Refunds take approx 5 - 7 Working days after goods are received to be processed.
Touchwood takes your security seriously and will ensure that your credit card details and any personal or sensitive information provided is safe.
We will never pass on any of your personal information in any form to anyone. Your payment by credit card will be completed with the utmost security and guarded by security systems and technology that is secure.
We will never pass on, share or sell your personal data except where required to maintain our day to day operations i.e. addresses to freight companies. We take your privacy seriously