DELIVERY

What are the delivery charges?

We deliver free of charge for all retail orders within New Zealand.

At this stage we do not offer international shipping outside of New Zealand. 

 

When will I receive my order?

We will process and dispatch your order as promptly as possible within standard business hours. Orders placed before 12pm Monday to Friday will be processed within the same day, orders placed after 12pm Monday to Friday or anytime Saturday or Sunday will be processed on the next business day.

Courier times are 1-5 working days.  Please note that courier delivery times are estimated and do not include processing and dispatch. You will receive an email confirming that your order has been shipped. The delivery address must be a physical address where there will be someone present to receive your delivery between 9am - 5pm weekdays.  We can not deliver to PO Boxes.

Please note that we are not held responsible if a parcel is stolen, lost or damaged after your parcel is delivered to your physical address. Our insurance covers the item only up to the point of delivery.

 

What can I do if my order doesn't arrive within the expected timeframe?

If you haven’t received your parcel after the expected delivery time, please email us at info@signaturerugs.co.nz with your order details and we’d be happy to look into it for you.

I have received an order that’s not mine, what should I do?

We apologise, sometime mistakes happen, please email us at info@signaturerugs.co.nz and we’ll take care of it as smoothly as possible.

 

RETURNS

Can I return an item?

If something in your parcel is not quite right please send it back, and we'll exchange it or refund the price. You can return or exchange any item purchased through our online store within 14 working days (with the exception of sale items).  Please contact us within this time frame at info@signaturerugs.co.nz to communicate your intention to return or exchange.

Items must be returned unused and unaltered with all original packaging intact. Original shipping costs will not be refunded unless the item was incorrect or faulty. The cost of return shipping will be your responsibility unless the item was incorrect or faulty. You will be responsible for the item until it reaches us.  We will advise you via email once we have received your goods.

Damaged, faulty or incorrect delivery?

If something in your parcel is damaged or not what you ordered please send it back, and we’ll exchange it or refund the price. Any faulty or incorrect product may be returned or exchanged within 14 working days. You must process your request for a return within 7 days from when your order was placed, or please contact us immediately upon discovering the fault or error at info@signaturerugs.co.nz

Once we receive the item we will repair, replace or refund the item within 5 working days. If the item is faulty or incorrect we will cover the cost of return shipping and cover all shipping costs incurred in replacing the item.  We will advise you via email once we have received your goods.

Can I return sale items?

If you’ve received a sale item that’s faulty or not what you ordered, please follow the general returns process. Please choose sale items carefully, as we can’t return or exchange them for change of mind.