DELIVERY
When will I receive my order?
Our team works hard to provide a smooth ordering and despatch service. All orders are processed and sent out on the next business day however, this may extend in periods of high volumes. Furniture orders may take up to 3 business days to be despatched.
For urgent orders please call 0800 503 500 prior to placing the order.
Estimated courier times are;
1-3 working days for North Island New Zealand
3-5 working days for South Island New Zealand.
Please allow extra time for rural deliveries and Furniture carriers.
All orders are dispatched from Auckland.
Please note, courier delivery times are estimated and do not include processing and dispatch. You will receive an email confirming your order has been shipped that will include your tracking number.
A physical street address is required as we cannot deliver to a PO Box address.
We currently only deliver to New Zealand addresses.
Can I track my order?
An email, with a tracking link, will be sent to you once your product has been despatched. This will enable you to track and trace your order with the courier.
If there is no one available to sign for your order when the courier calls, a card will be left at the delivery address so you can arrange for re-delivery or collection.
Furniture carriers will contact you personally to organise a delivery time for any Furniture orders.
French Country Collections and our delivery partners 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 are the delivery charges?
Freight will be added to your order on the checkout page prior to payment. These charges are calculated based on postcode and the volume of the product.
Freight is charged on all orders unless expressly agreed prior to delivery. The customer is liable for these charges, any extra charges billed to French Country Collections in relation to a delivery will be on-charged to the customer. This may include remote delivery charges, futile delivery and tailgate charges.
Freight for oversized furniture will need to be calculated manually.
Can I pick up my order?
Please contact our Customer Service team nzsales@frenchcountry.co.nz to arrange a collection time from our warehouse.
RETURNS
On the rare occasion that a full priced item is faulty or fails to meet your expectations, French Country Collections agrees to provide a replacement, or issue a credit.
Sale items are non-refundable and cannot be exchanged unless faulty.
To refund an item you must fill out the product information on the My Returns page on our website here.
Please email our Customer Service team at nzsales@frenchcountry.co.nz for assistance.
What if the product I ordered is Faulty or Incorrect?
An incorrect or faulty item may be returned to us and we will exchange it or issue a credit.
We must be notified of the issue within 5 working days of receiving your order. We will give you a Return Authorisation number which must be included with a copy of the proof of purchase in the return carton.
We will arrange for collection of the faulty or incorrect item and cover any replacement freight costs.
Once your item reaches us, we will email you to confirm receipt, and we will send out your replacement within 5 working days. If we are out of stock of the required item, we will action a refund or store credit.
Can I exchange or get a refund?
You may return any full priced item purchased online within 14 working days of receipt of your order. We must be notified of your intention to return an item within 5 working days of receiving your order.
We will give you a Return Authorisation number which must be included with a copy of the proof of purchase in the return carton.
You will be responsible for paying for your own return freight costs.
The item must be unused and in the original packaging (if applicable).
Please take care when packing your item as it will be your responsibility until it reaches us, and you may risk your refund being rejected if the item arrives damaged.
Delivery tracking is a recommended option as we will take no responsibility for returns which are lost in transit.
Once your item reaches us, we will email you to confirm exchange approval and we will send out your replacement, or action your credit within 5 working days. If we are out of stock of the required item, we will action a credit.
PRICING, PAYMENT & ORDERING
Prices on this website are in New Zealand Dollars NZ$ and exclusive of GST and freight.
Specials pricing applies for the time period of the special only. Neither specials or ends of lines will be back orderable.
Carton pricing applies to a carton quantity or multiple full carton quantities. It does not apply to split cartons.
French Country reserves the right to change prices at any time and without notice.
We currently accept Visa and Mastercard as forms of payment, which are processed by Windcave.
Order Fulfilment
The sale of products to customer shall be on a non-exclusive basis and French Country Collections shall have the right to sell the product to other parties at such prices and terms of sale without limitation on each occasion.
All customer orders are dependent on stock availability. Any product which has sold out, and is to be re-ordered by French Country Collections, will automatically be back ordered for the customer.
While French Country Collections will make every effort to keep customers up to date with their back orders, ultimately it is the customers responsibility to amend or cancel outstanding back orders. Back orders must be cancelled in writing.
Unwanted back orders despatched by French Country Collections for which the customer cannot prove written cancellation, will incur a re-stocking fee of $50.00 and return freight will be billed.
Any product which has sold out and will not be re-ordered again by French Country Collections will automatically be cancelled from the customers back order.
Product Information
We will take reasonable care to ensure that the description of our product on this site is accurate. However, if there is an error in the process of listing a product, or a technical error in processing your order, we reserve the right to refuse or cancel the order.
In addition, there may be some colour variations between our digital photos, viewing monitors and the actual product. We cannot warrant that the products you receive will be identical to those displayed in photographs or on your monitor.
How can I contact French Country?
If you would like to: access, correct, amend or delete any personal information we have about you, register a complaint, or simply want more information contact us at nzsales@frenchcountry.co.nz or by mail at French Country Collections PO Box 68 319, Newton, Auckland 1145