Delivery and Shipping
General Delivery Information
We use delivery partners across New Zealand to ensure we offer you the best delivery price and the most secure delivery service. If you purchase both furniture and homewares you may receive multiple deliveries as these are managed by separate delivery partners.
Receiving Your Delivery
Drivers will place the items in the desired location as directed and then ask you to sign for receipt of the merchandise in good order. Please note that the delivery company does not unwrap your goods or remove packaging (except sofas).
It is important that you check your delivery before signing for it. Check your goods match your sales order and only sign if you are completely satisfied with the condition of the cartons or packaging. Check your goods thoroughly before signing for them. This may be a waiver of your rights to claim afterwards. You have the right to reject the delivery if you believe there are issues with the product. If there are any discrepancies please highlight and document on the delivery docket before you sign.
The delivery staff will follow the delivery instructions you have supplied to our sales assistant or directions supplied when purchasing online. We cannot be held responsible for any loss of goods left unattended at your request.
Our delivery partners have requested to please secure any dogs you may have.
A physical delivery address required as delivery is by courier.
We cannot deliver to a P.O. Box address so please provide a physical address. Delivery will be by courier or freight forwarder. An email will be sent to you when the goods are dispatched.
Check the size of your purchase.
It is important you check the size of your furniture purchase to ensure that it will fit through all doorways, lift access and entrances. The sales assistant can provide the dimensions of each item to ensure your purchase will fit into your home. Any redelivery required due to access will incur additional delivery charges and are payable prior to rebooking.
Furniture items are delivered by our home delivery partners in all Metro areas and to most towns across New Zealand. While we deliver to most locations throughout New Zealand, there may be a few locations we can not service. Please call our Customer Service team on 0800 88 NIDO for further information.
Our home delivery service prices are based on the chart shown below. The final delivery charge for your order will be calculated at the checkout depending on the largest volume item in your cart. To view the cost of delivery for your order, please add all of the items to your shopping cart and ensure your delivery suburb or postcode is correct. Please note that some areas are outside our normal delivery area- contact us for further information if you live rurally or have concerns about your delivery address.
Extra large deliveries
Deliveries outside the Greater Auckland area over 2 cubic metres will incur additional charges.
To ensure your furniture is going to fit into your home, carefully measure the size of your entrance doorways and other access points.
If you think your order may be an extra large delivery, please contact us for further information.
Delivery times vary by stock availability and by postcode. ‘In stock’ products will be processed in Auckland within 2 business days and you will receive them within 2-5 days for metropolitan and regional areas, or 3-7 business days for South Island locations.
Once your items are available for delivery, our home delivery partner will contact you to book a delivery time. Delivery Track and Trace will be available via our delivery partner’s website. A link to this site along with your reference number will be sent to you by e-mail.
Storage & missed deliveries
If you miss your furniture delivery, you will be charged a redelivery fee. We always call prior to your delivery date to ensure you will be available to receive the item, so if you know that you are not going to be available, please let us know.
You must collect or take delivery of the products within 14 days from the day that we notify you that they are available. If you fail to do so, Nido may charge storage fees of $50 per delivery per week and/or cancel your order.
If you miss your courier delivery, you will be provided a ‘Call to Collect’ card and you will be able to arrange re-delivery at a suitable time.
Damaged on delivery
If your item is damaged during delivery, we will repair or replace it, free of charge. If you believe your purchase was damaged during delivery, please call our customer service team on 0800 88 NIDO.
The final delivery charge for your order will be calculated at the checkout. To view the cost of delivery for your order, please add all of the items to your shopping cart and ensure your delivery suburb or postcode is correct.
Delivery times vary by stock availability and by postcode. Products can either be ‘in stock’ or ‘available to order’. This is listed on each product detail page.
‘In stock’ products will be processed within 2 business days and you will receive them within 2-5 days for metropolitan areas, or 3- 7 business days for regional areas
You will receive a notification email when your homewares items have been dispatched. You can track your delivery by visiting our delivery partner’s website. Details of this web-site along with your reference number will be e-mailed to you.
Damaged on delivery
If your item is damaged during delivery, we will repair or replace it, free of charge. If you believe your purchase was damaged during delivery, please contact us for further information.
Online Returns Policy
In most cases you can return products you have bought online.
The Consumer Guarantees Act and Fair Trading Act provide the basis for Nido’s returns policy and as a business we go above and beyond the expectation of these two statutory laws. Nido has a 14 day change of mind policy with proof of purchase. For a product to be returned under our change of mind policy, that product must be in a resalable condition unless faulty or otherwise defective. It’s this policy that provides you peace of mind while shopping at Nido. The Money Back Guarantee covers the price of the product excluding any freight or delivery costs incurred.
Consumer Guarantees Act
The Consumer Guarantees Act sets out minimum standards for goods sold Nido. In the event that goods sold are deficient or faulty, the retailer has the obligation to repair, replace or refund. Refer to the Consumer Guarantees Act tab for more information.
Fair Trading Act 1986
The Fair Trading Act is designed to protect the customer from being misled, either intentionally or unintentionally. This applies to all aspects of the promotion and sale of goods and services including: pricing; where the product was made; where the product is from; the meeting of New Zealand safety standards; availability of products and the sales techniques used. The Commerce Commission enforces the Fair Trading Act 1986.
We can offer to exchange products for another one (i.e. a different size or colour etc) or another product of the same value. Proof of purchase is required to obtain an exchange, although we may waive this requirement if we believe we have sold the product. Please note, as mentioned above, products returned or exchanged must be in a resalable condition with packaging intact and all labels etc returned with the item.
Replacements, Repairs, Returns and Refunds
Where a product is faulty or damaged due to a manufacturing fault we will either: (i) replace the product; or (ii) assess and repair the product under the manufacturer’s warranty; (iii) give you a full refund.
You can courier the item/s back to us, please note that this is at your cost. If you wish to proceed with this option please contact us and we will provide the information required to send it back to us.
If the returned product is still under warranty, the repair will be at our expense If the product is out of warranty, then we can still have the product repaired, however the cost of the repair will be charged to the customer unless the product is found to have a manufacturers fault.
How to Return a Product
The best way to return a product purchased on-line is by courier. For any change of mind returns, the delivery cost will be the responsibility of the customer. Should the return be due to a manufacturing fault or damage during transit, we will cover the cost of the return courier. Please contact us on 0800 88 NIDO (6436) for more information.
We apologise if you have received a product that is faulty, or if you have received the wrong product. You are welcome to an exchange or refund. Please contact us on 0800 88 6436 Monday – Friday 8.30am – 6pm to arrange this. Make sure you have your order details handy.
Wrong Product Delivered
If you have ordered something online and received the wrong product, we apologise and you are more than welcome to an exchange or refund. Please contact us on 0800 88 6436 Monday – Friday 8.30am – 6pm to arrange this. Make sure you have your order details handy.
If you suspect your product has been damaged during delivery please do not throw away the parcel or cover in which the product came as the courier company will need to inspect it. Please contact us on 0800 88 6436 Monday – Friday 8.30am – 6pm and we will organise the return of the product and packaging for inspection and will endeavour to send you a replacement as soon as possible.
If a product is temporarily out of stock it will be placed on backorder and you will be notified, if an item on backorder cannot be sourced within 5 working days we will refund you for that item.
Occasionally our stock level information is incorrect; we work to ensure this doesn’t happen but if a Clearance item is out of stock you will be notified and refunded.
Consumer Guarantees Act
We do not have to provide a refund if you have changed your mind about your purchase, so please choose carefully.
However, if you are not fully satisfied with your purchase within 14 days after delivery, please contact us to discuss your concerns.
We may, at our discretion and only if the goods are in saleable condition, either exchange your purchase or accept your purchase back with either a refund on the purchase price of the product excluding delivery costs, or the issue of a credit for use against future purchases. Freight and associated costs of all product exchanges or returns will be met by the customer.
Goods specially ordered in or custom made are non-returnable.
If the goods are faulty, we will meet our obligations under the Consumer Guarantees Act to provide a remedy
Your Rights under the Consumer Guarantees Act
Faulty goods returns
In the unlikely event that a product you have purchased from Nido is or becomes faulty, we are committed to meeting our obligations under the New Zealand Consumer Guarantees Act 1993 (CGA).
Consumer Guarantees Act 1993
The New Zealand Consumer Guarantees Act 1993, is legislation that outlines the guarantees and rights of both the seller and consumer for products and services sold.
- Under the CGA, products sold by us must be safe, of acceptable quality, fit for the purpose they have been purchased for, match the description given, match the sample or demonstration model and be of acceptable condition when received by you;
- The CGA guarantees are in addition to any other warranty offer(s) provided by the manufacturer, or insurance provider (if applicable); and
- The CGA does not apply where the product has been misused, broken or improperly operated.
If a product sold by Nido does not meet one of the guarantees detailed above and can be repaired within a reasonable period of time, we will either repair or replace the product with an identical product type. If we cannot repair the product or replacement is not a viable option, or the repair cannot be carried out within a reasonable period of time, Nido will refund you the original purchase price.
If a product cannot be repaired, due to the nature of the fault (safety risk) or the failure is of substantial character (i.e. multiple product failures), you may choose either a replacement of an identical product type or a refund of the original product purchase price.
What we will do
When the product is initially returned, we may try to fix the problem (if applicable), in consultation with the supplier, before sending it to an authorised repair agent for assessment.
- If your returned product is still within the manufacturer’s warranty period, and after assessment is found to have a manufacturing fault, the repair and all associated costs will be free of charge;
- If the product is outside of the manufacturer’s warranty period, but the fault is found to be a manufacturing fault this will be remedied in accordance with the CGA; or
- If the product is outside of the manufacturer’s warranty period, and the fault found on assessment is not a manufacturing fault, the cost of assessment and repair will be payable by the customer.
For further information and guidance, please refer to The Ministry of Business Innovation and Employment, Consumer Protection website: www.consumerprotection.govt.nz/general-help/laws-policies/consumer-guarantees-act
In order to seek a remedy under the Consumer Guarantees Act Nido may need to collect and share your personal information for the purpose of conducting a repair with a third party repair provider or supplier. Personal information may include:
- Your contact information, such as name, telephone number, e-mail and residential address
Commercial or Business
The CGA may not apply to domestic goods and services purchased from Nido for commercial, resale or trade use.
When Returning Goods
If you think that you have a valid reason to return under the guarantees described please refer to our information about returns.
You can contact us by:
- Phone: 0800 88 6436
- By Email: email@example.com
- By Mail: PO Box 69155, Glendene, Auckland 0645, New Zealand
Nido is bound by the NZ Privacy Act 1993. For more information, visit www.privacy.org.nz.
Collection and Use of Personal Data
At Nido, we often collect limited personal information that personally identifies you (“Personal Information”) such as: (i) name, mailing and email addresses; (ii) residential address, city, state, postcode, area code, gender, age, purchase history, income, hobbies and interests (iii) products you own, model numbers, date and place of purchase. If you communicate with us by e-mail, or complete online forms, surveys or contest entries, any information provided in such communication may be collected as Personal Information. For example, we may request personal information from you when you:
- order goods that require delivery or assembly;
- apply for finance;
- contact us for further information;
- participate in surveys and other types of research;
- enter a promotion, sweepstake, or contest;
- subscribe to our mailing list;
- register your details on our web site;
- ask for a quote to be prepared;
- express interest in a particular service like product assembly; or
- Submit a job application or résumé.
Other information we may collect
For statistical purposes we collect anonymous information on web site activity (such as top pages viewed, the number of pages viewed, the number of sessions, and most popular session times). We use this data to evaluate our web site performance and to improve the content we display to you. To evaluate the effectiveness of our online advertising (including click-through from email marketing), we may use third parties to collect statistical data. No personal information is collected on these occasions.
Nido uses tracking technologies such as cookies to recognise your browser each time it visits our site, and to track which pages you visit whilst on our site. We use this information to optimize our site and create a better online experience for you. Cookies are pieces of information that a web site transfers to a computer’s hard disk for record keeping purposes. Most web browsers are set to accept tracking technologies such as cookies. These tracking technologies do not themselves personally identify users, although they do identify a user’s browser. However, if you do not wish to receive any cookies, you may set your browser to refuse them. How we use your information Nido uses your information to better understand your needs and provide you with better service. Nido may share your Personal Information amongst related bodies corporate of Nido. Nido also uses your Personal Information:
- To complete a transaction.
- To order a delivery service or assembly service, performed by third party contractors.
- To deal with your queries or customer service issues promptly whether by email, telephone or mail. We may also keep information on your communications with our customer service representatives.
- To keep you up-to-date with products, services, events or promotions we think would be of particular interest through a variety of channels. You will be able to “opt-out” from this activity at any time.
- To enhance your customer experience and help us complete your transactions faster.
- For planning, product development or research purposes.
Disclosure of personal information
We will only send Personal Information to third party organisations when:
We have your consent to share the information;
We need to share your information in order to provide the product or service you have requested;
we need to send your information to companies that are contracted to Nido e.g. mailing houses, IT service providers, service providers (e.g. assemblers, repairers), web developers, marketing agencies, finance companies; or
We are required or authorised by law to disclose the information.
Such information remains under Nido’s custodianship at all times and the agents involved are bound by specific confidentiality and non-disclosure agreements.
Access and Correction
You can have access to the personal information we hold about you. Should you wish to access this information, please contact our Privacy Officer on the details below. Our goal is to ensure that your personal information is accurate, complete and up-to-date. To assist us with this, please contact our Privacy Officer if any of the details you have provided change. Further, if you believe that the information we have about you is not accurate, contact us and we will use all reasonable efforts to correct the information. A $25 administration fee will be charged for the retrieval of personal information to cover our costs. No fee applies to the correction of personal information.
Links to third party web sites on www.Nidoliving.co.nz are provided solely as a convenience to you. If you use these links, you will leave Nido’s site. Nido is not responsible for any of these sites, their content or their usage of your personal information.
Unsubscribe / Opt-out
At Nido we only want to communicate with you if you want to hear from us. If you would like to unsubscribe from receiving email Newsletters you can do so by clicking ‘unsubscribe’ at the bottom of the e-mail.
Privacy Officer Magsons Hardware Limited trading as Nido
P.O. Box 69155, Glendene,