FAQs

Shipping, Delivery Costs, and Returns

To help make the whole process easier, we’re happy to organise delivery of your items direct to your door. However, shipping things from Waiheke Island can get a bit expensive depending on where you are in the world, so we’ve had to add a little fee to most orders to make sure we can get your items to you safely and quickly.  Here are our rates:

DestinationFee
Waiheke

Free delivery to your door

 

NZ (excluding rural)

Free if spending over $100 in one transaction (excludes bulky items)

Under $100 = $8.50

NZ Rural$12
Australia & South Pacific$15
Asia & North America$40
UK & Europe$40
Rest of the World$50

 

Bulky Items / Furniture

These items can be a bit tricky and more expensive to ship – check item descriptions to identify anything falling into this category.  But don’t fret, these items can still be purchased online – just place your order as normal and we’ll get in touch directly with you to arrange delivery and let you know the freight cost.

We’re so pleased you like our store and have chosen to shop with us. Once you’ve placed your order, we’ll get it processed and sent out to you as quickly as possible.  Providing everything is in stock, please allow 1-2 days for dispatch and then you can expect to receive your item(s) in 3-5 working days for delivery within NZ (overseas delivery may take an extra day or so).  If there are any problems with your order, we’ll be in touch to let you know and find a solution you’re happy with.

Stock Availability

We regularly check and update our website to ensure our stock levels are accurate.  However, on the rare occasion we may have missed something, we’ll contact you and aim to get the item back in stock and sent to you as quickly as we can.  If for any reason we’re unable to fulfil your order, we’ll make sure you get a full refund.

We want you to be happy with your purchases from Island Design, but we understand things don’t always go to plan. The very nature of online shopping, where you’re going by an image before you buy, can mean that sometimes things aren’t quite as you expected when they arrive.  We respectfully ask that you remember to choose carefully, but if you’re unhappy with your purchase for any reason we’ll do what we can to remedy that. Please see our policy below to find out what to do if you need to return something you have ordered from our online store:

 Conditions for Return / Exchange

–          Items need to be returned within 14 days of you receiving the product.

–          All items must be returned in their original condition with any tags attached (unused and with no signs of wear or use).

–          Proof of purchase must be provided in the form of your receipt or invoice.

Please note we will only accept returns if these conditions are met.

If you have changed your mind on an item you purchased online, we are happy to provide you with either an exchange or a store credit. Please ensure you have met the Conditions of Returns and Exchanges.  Unfortunately, we can’t refund the original postage or shipping cost if you’ve simply changed your mind.

Sale items purchased cannot be returned or exchanged due to change of mind.

Faulty Items: For items that are deemed faulty (this doesn’t include items that have been damaged as a result of wear and tear) we are happy to provide you with an exchange item or a refund. If your item is faulty or broken when it arrives we’ll arrange to collect it and cover the cost of sending a replacement, or include your original shipping fee in any refund.

You can return items by post or courier. Please contact us at info@islanddesign.co.nz. When emailing, please include your order number, the reason for return and the item(s) you would like to return – if the item is faulty or broken, a picture would be great.

Once you have heard back from us and the return has been approved, please send your item(s) to: Island Design, 1 Beatty Parade, Surfdale, Waiheke Island, 1081

Unfortunately, we can’t refund the original postage or shipping cost if you’ve changed your mind.  However, if your item is faulty or broken when it arrives we’ll arrange or collect and cover the cost of sending a replacement, or include your original shipping fee in any refund.

If you are unsure about our returns policy or how to return something, please contact us at info@islanddesign.co.nz and we will work it through with you.