Frequently Asked Questions
What payment methods do you accept?
We accept all common payment methods including Visa, Mastercard, Apply & Google Pay, as well as Union Pay and American Express.
If you have a Shop Pay account you can use it on our website for express checkout.
We also offer Afterpay if you would prefer to use a Buy Now, Pay later option.
What is your shipping policy?
Items will be dispatched within 24 hours of receiving the order. North Island orders will be delivered overnight, while South Island deliveries will be delivered within 1 business day.
Please note the above timelines only apply during business days, and rural deliveries may take an extra day.
What is your exchange/return policy?
We offer hassle free returns within 30 days of purchase. The item must be in unused, saleable condition with original packaging.
Return shipping is the responsibility of the customer, and the shipping fee (if any) applied to the initial order is non-refundable.
Please find our full full returns policy here.
Do you offer gift wrapping/personalized messages?
At this stage no, this is not something we offer unfortunately.
Do you have a click-and-collect option?
We do not, all orders must be couriered.
How can I track my order?
Once you place an order, you will receive an email that will have a link to view the status of your order.
As the status progresses, you will receive further email updates.
When the package is on board with the courier, you will receive an email from the courier company with a tracking link.
At any point feel free to send us an email on hello@vaunehomeware.co.nz and we can provide you an update as well.
Can I cancel or modify my order after it's been placed?
This will depend on the status of the order – if the order has not been packed yet then we certainly will try to help.
Send us an email on hello@vaunehomeware.co.nz to request a change.
Please note we cannot accept change requests on Facebook Messenger due to legitimacy concerns. The change request must come from the original email used to place the order for us to process any changes.
How can I contact customer support?
You can email us at hello@vaunehomeware.co.nz, fill in the contact form here, or message us on our Facebook page here.
Please note we are restricted on what sort of assistance we are able to provide over Facebook Messenger. If your query is in regards to a placed order, you will need to contact us through email.
Do you ship internationally?
At this stage we do not.
What if my item arrives damaged or defective?
First of all, sorry about that! We always try to pack our orders carefully to avoid damage in transit, but these things do happen sometimes.
Send us an email at hello@vaunehomeware.co.nz with pictures and we will make it right.
Click here to see our full returns/exchanges policy.
