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 322 000 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.
Delivery times may increase during sale periods. Our team will work as quickly as possible to keep to the times above, but please be understanding of the increased volume of orders.
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?
Auckland (excl. Waiheke Island) | $5.00
Rest of North Island | $10.00
South Island | $15.00
Delivery charges for furniture items are based on postcode and product volume. Charges are displayed on the checkout page prior to payment.
Can I pick up my order?
We do not allow pick ups for online orders. Please contact our Customer Service team email@example.com who will be able to advise a stockist near you.
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, store credit or refund.
Sale items are non-refundable and cannot be exchanged unless faulty.
If you intend to return an item you must contact French Country Collections for a Return Authorisation number or we will be unable to take any action.
Please email our Customer Service team at firstname.lastname@example.org
Exchanges or returns cannot be actioned at our store location.
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, issue a store credit or action a refund.
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, store credit or action your refund within 5 working days. If we are out of stock of the required item, we will action a refund.
PRICING & PAYMENT
Prices on this website are in New Zealand Dollars NZ$ and inclusive of GST, but are exclusive of delivery charges, and are only effective in New Zealand. All prices are correct when published. We reserve the right to alter prices at any time without notice.
We currently accept Visa and Mastercard as forms of payment, which are processed by Windcave.
Do you offer lay-by?
French Country Collections currently provides a lay-by service through Laybuy
Can I cancel my order?
Orders cannot be cancelled after payment has been made.
If you process an order in error, please contact our Customer Service at email@example.com
Availability & Supply of Product
While we endeavour to keep inventory levels up to date, there may be minor discrepancies between this website and physical stock on hand. In the unlikely event that the product ordered is no longer available we reserve the right to refuse or cancel an order.
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 firstname.lastname@example.org or by mail at French Country Collections PO Box 68 319, Newton, Auckland 1145