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During Level 3.2 or lower stores are open

At Alert Level 3.2 or lower, our stores are open. Level 3 regions are also available for contactless Click & Collect. We also offer home delivery throughout our product range, however deliveries may be delayed. Our team is doing its best to support all customers, thank you for being patient with us.

Frequently Asked Questions

STORES, PRODUCTS & SERVICES

At Alert Level 2 & 3.2, our stores are open. At Alert Levels 3 & 4, all stores are closed to the public for everyday shopping but our full range of products is available online. For regions at level 4 we have small teams processing and fulfilling essential products from some Auckland locations including our North Island Fulfilment Centre.

Our full range will be available online for you to shop, however, if you are in an area under Alert Level 4 your order will be fulfulled from outside of level 4 regions.

Yes, you can still shop online and via the app, and you can choose delivery or contactless Click & Collect as an option.

Currently, there are no limits on products.

Yes, we can carry out assembly of products during Alert Level 2 & 3.2. Team members completing any assembly at your home will follow safety protocols in line with Ministry of Health guidelines and will maintain a 2-metre distance at all times. Under Alert Levels 3 & 4 our installation and appliance removal services are not available.

Yes, we can accept repairs and faulty products during Alert Level 2 & 3.2. Please refer to our Returns Policy here. Unfortunately, we aren’t accepting repairs or faulty product returns under Alert Levels 3 & 4.

At Alert Level 2 & 3.2, stores will operate at their normal hours. At level 3, all stores are closed to the public for everyday shopping. Our full range of products is online for either delivery or contactless Click & Collect.

To use your discount, please flick our customer care team an email on customercare@nlg.co.nz with a photo of your card, a link to the product you would like and your phone number. The team will ring you back to do an over the phone purchase and apply the discount for you.

Tech solutions and Home Consultation teams are contacting all Auckland and Northland customers who's bookings are postponed at this stage. All other non Auckland and Northland bookings will go ahead but customers will contacted first to see if the situation and customer requirements allow.

We can help with most tech questions and challenges remotely, including working or studying from home related queries. Give our Tech Solutions team a call at 0800 400 203.

Our e-waste collection service will resume at Alert Level 2.

Elements of Noel Leeming Remote Consultation and Tech Solutions will be offered under Alert Level 3 if the situation and customer requirements allow.

At Alert Levels 2, 3.2 & 3 you can order online for Click & Collect. Learn more about Click & Collect here. https://www.noelleeming.co.nz/click-and-collect At Alert Level 4 we will only be offering delivery.

SAFETY

Yes, by law the New Zealand government requires all customers entering our stores to be wearing a mask. If you do not wear a mask and can not prove you have an exemption you will not be able to enter.

In order to maintain social distancing, we're limiting the number of customers in store at any one time. When you visit our stores, a safe distance of 2 metres is required from other customers and our team, both inside the stores and in queues. Our team members will use appropriate PPE.

You will only need to queue if the store has reached its permissible limit of people within the store at any one given time. This limit is different for each store based on its size and will be strictly monitored by a team member at the store entrance. When the limit is reached, you will be admitted on a one-out one-in basis and therefore might have to join a queue. Please maintain a safe distance of 2 metres while doing so.

Besides regular wiping down and cleaning, there are hand sanitiser stations in stores that you can use.

Our stores are open in line with government guidelines for Alert Level 2 & 3.2 and our team members are following safe distancing and hygiene protocols in line with these guidelines.

While in Alert Level 2 & 3.2, you need to ask a Passionate Expert for assistance if you would like to try certain items such as headphones or smart watches. The items are sanitised by the staff after every trial.

Yes, our teams will be following PPE, hygiene and safe distancing processes in line with the government guidelines for Alert Level 2 and 3.2.

We are working safely in line with our PPE, Safe Distancing and Hygiene Policy which aligns with the government's COVID-19 regulations around wearing masks, safe distancing, cleaning protocols and not allowing unwell team members at work.

"We have a Working Safely at Alert Level 3 Policy that aligns to the regulations guidelines set by the government including the health orders set-out by the Director General of Health. Under level 3, stores offering contactless Click & Collect will: Practice safe distancing at the contactless Click & Collect touch points, including sanitising high touch areas. To support this there will be barriers, signage, and other equipment. QR Codes tracing will also be available.

Yes, you will be required to wear a facemask.

We are working safely in line with our PPE, Safe Distancing and Hygiene Policy which aligns with the government's COVID-19 regulations around wearing masks, safe distancing, cleaning protocols and not allowing unwell team members at work.

  • Deliveries will be 100% contactless for everyone’s safety.
  • We’re shipping with safety in mind. NZ Post deliveries will be left at your door
  • We will coordinate any oversized deliveries directly with you to ensure there’s always 2m between you and our delivery team.

Our fulfilment centre and delivery teams will all be following strict health & safety protocols. They will be keeping a safe distance of greater than 2 metres between themselves and their fellow team members. And as always, following good hygiene practices of hand washing and sanitising, and ensuring that team members who are unwell stay away from the workplace.

CONTACT TRACING

In line with the New Zealand governments recommendation, we encourage all customers to scan in using the COVID 19 QR tracing app before entering our stores and for those who do not have the app, we will have a manual sign-in process in place.

We take your privacy seriously. When you shop with us, we may collect information from or about you, including CCTV footage and other security technologies. For details on how we handle your personal information, please see our Privacy Policy.

In line with the New Zealand governments recommendation, we encourage all customers to scan in using the COVID 19 QR tracing app before entering our stores and for those who do not have the app, we will have a manual sign-in process in place.

As a retail store, we are only required to have the COVID QR code available for customer sign-in and are not required to have a manual sign-in for our customers, this is a specific exemption covered in the government Covid-19 regulations.

PAYMENT

We currently accept the following credit cards:

  • Visa
  • MasterCard
  • American Express
  • Purple Visa Credit Cards
  • You can also pay using Click to Pay
  • ZIP is also available with a minimum spend of $50

You can apply for finance online only at this stage.

Yes.

At this stage, we are not offering laybys.

Yes, we will be able to process refunds for online orders that haven’t been fulfilled yet. Email the details to onlinefulfillment@nlg.co.nz and we can get the process started.

Yes, refunds will be processed by one of our Passionate experts. Please refer to our refund policy here.

Yes, we will be able to process refunds for online orders that haven’t been fulfilled yet. Just email us all the details to onlinefulfillment@nlg.co.nz and we can get the process started.

DELIVERY, PICK UP & RETURNS

We’re shipping with safety in mind. All NZ Post deliveries are contactless and will be left at your door or designated spot. In case of oversized deliveries, we will coordinate directly with you to ensure there’s always a 2-metre distance between you and our delivery team.

At Covid 19 Alert Level 2, 3 & 4 Standard delivery times may be impacted. For up-to-date delivery timings please refer to the 'deliver to door' time on the product page of the item you are purchasing.Once your order has been dispatched you will receive an email with a track and trace number. To receive SMS updates, please provide your mobile number.

Our teams are working at pace to get these delievered to you as fast as possible, however if there is high demand you may experience some delivery delays. You can check our delivery page for the most up-to-date information on delivery timings or if you're a registered user, you can track your order from your account.

We will maintain our delivery time frames for Noel Leeming for small and oversized product. Deliveries may be delayed due to high order volumes, but we will do our best to deliver your order as fast as possible.

We are working as fast as we can to get your order out to you. In some cases, orders with multiple items may be delivered as separate packages. When your order comes in, we look at each product and see where we might get the item/s from to get the products to you as quickly as possible. Sometimes, stock of particular items might be low in one distribution centre, so rather than making you wait for your full order, we send out what we can and source the other items from other distribution centres or dark stores. Thank you for your patience.

If you’d like to place an order for an essential item but aren’t able to online, we’d love to help you with a secure phone order. Please call us on 0800 44 44 88 from 8am - 6pm, any day of the week. We’ll deliver to you as soon as possible.

We are working as fast as we can to get your order out to you. Orders with multiple items may be delivered as separate packages. If you have received part of your order, please be rest assured we are working hard on getting the rest of the items to you as quickly as possible.

Unfortunately, we aren’t accepting returns to our stores under Alert Levels 3 or 4. You can return your item once we reopen our stores under Alert Level 2. To give you peace of mind, under COVID-19 our “30 day Right of Return Policy” will start from the beginning of Alert Level 2 not the date of your purchase (this applies to orders from the 18 August onwards). For further details on our full returns policy please see https://www.noelleeming.co.nz/help/returns-and-exchanges.html.

If you would like to cancel your order, please contact us via our online form and be sure to include your order number. https://help.noelleeming.co.nz/Help/s/contactsupport.

Yes, you can as long as it is still in re-saleable condition. Please see our full returns policy here. At Alert Levels 3 & 4 our stores remain closed for everyday shopping and will not be accepting returns.

Yes, you can exchange an item instore during Alert Level 2 & 3.2 as long as it is still in a re-saleable condition. Please see our full returns policy here. At Alert Levels 3 & 4 our stores remain closed for everyday shopping and will not be accepting returns.

CONTACTLESS CLICK & COLLECT

We have a Working Safely Policy that is in line with government guidance on operating safely under Alert Level 2 & 3.2.

Under Level 2, stores will:

  • Practice safe distancing and to support this there will be barriers, signage and other equipment
  • Ensure surfaces, including trolleys, are cleaned regularly
  • Have hand sanitiser stations available at entries for customers
  • Have signs and radio announcements about safety
  • Ensure team members wear masks at all times
  • Gloves will be worn when completing tasks that require it, and hand sanitation is enforced.

Our Passionate Experts will be there to manage queues. They will also mark waiting points 2 metres apart so safe distancing can be maintained.

If you have placed an order for click & collect prior to the level 4 lockdown, and you're in a region that is at alert level 2, 3, or 3.2, you can now collect your order. You will be notified when it's ready for collection. If you are in a region under alert level 4 restrictions, you will need to wait until level 3 to collect your order from our stores.

If you would like to change your delivery to contactless Click & Collect, please contact our Customer Care Team on 0800 44 44 88 from 8am - 6pm, any day of the week, and they will assist you in making the adjustment to your order.

At Level 2 & 3.2, you’ll need to collect your click and collect from inside our store. At level 3 we will run a contactless click & collect service from pick-up point outside of stores where you can provide your order number and collect your items in a safe and contactless way.

Click & Collect will run as per our store trading hours for regions in alert level 2 & 3.2. Noel Leeming Kaitaia will operate click & collect from 9am-5pm.

We will be operating a click & collect service for regions under Alert Level 3 from 9am - 5pm, Monday to Sunday. You will be notified when your order is ready to collect.

All Auckland and Northland stores under level 4 restrictions.

If you have placed an order for click & collect prior to the level 4 lockdown, and you're in a region that is at alert level 3, you can now collect your order. You will be notified when it's ready for collection. If you are in a region under alert level 4 restrictions, you will need to wait until level 3 to collect your order from our stores.

You can place a contactless Click & Collect order online and select the store you’d like to pick up from. You will be notified via email and text. There will be a pick-up point outside the store where you can provide your order number and collect your items in a safe and contactless way. Please bring your order number and the surname associated to the order along with your ID.

If you require assistance lifting oversized or heavy items into your car, please speak to one of our team members and they will endeavor to help you if we can do so safely. They will be required to wear PPE and we will require you to keep a safe distance from our team members while they do this. The team member(s) will not be permitted to go on or in any vehicles to assist.

Some items may be unavailable to collect at certain locations due to their size & weight and operational capacity of the store.

Currently, there are no limits on products. We encourage customers to be mindful of their ability to transport their items safely after collection.

Team members will be able to serve you contactlessly while using PPE under strict hygiene and safe distancing controls.

You can usually get your order within the same day if you order before 2pm. However, in some cases, it may take 2-4 working days, or 7-10 working days for special order items. We will email you when your order is ready to be collected and a team member will call you to arrange a collection day and time. Please ensure you have an appointment before turning up to a store to collect.
IMPORTANT: To comply with government safety guidelines, you must wait until one of our Passionate Experts call you to book an appointment before visiting us at a Click & Collect location. We will also send you an email which will contain guidelines about how the collection process will work.

We can’t guarantee your contactless ‘Click & Collect’ order will arrive quicker than a home delivery order. This is because your order may originate from our online fulfilment centre and will need to be sent to your collection store. The days in between is the time it takes for your order to be picked and travel to your collection store.

Our team is working hard to get all of your orders ready to collect as fast as possible. Some stores may not have the product in stock, so we will either be fulfilling your order from our central fulfillment centre or relying on our suppliers and their distribution network to help. Unfortunately, we are unable to transfer between stores during this time as we are focusing on using our fleet to move products from our distribution centre to stores where they are urgently needed. Where there is a delay, we will endeavour to let you know. Rest assured, we are working hard to ensure we can fufill your order as soon as possible.

We will email you when your order is ready at your selected store for you to collect, and then one of our Passionate experts will call you to arrange a collection day and time. IMPORTANT: To comply with government safety guidelines, you must wait until one of our Passionate Experts call you to book an appointment before visiting us at a Click & Collect location. We will also send you an email which will contain guidelines about how the collection process will work.

The person collecting the goods needs to show ID. Acceptable ID types are photo IDs such as:

  • New Zealand driver's licence
  • Passport
  • 18+ card
  • Photo Credit Card

Yes, Click & Collect is a completely free service!

There is no extra fee for oversized items; it's free!

If you would like someone to collect your contactless ‘Click & Collect’ on your behalf, you will need to provide your order number and surname, the name of the person collecting your order on your behalf and their car registration details when our Passionate expert calls you. The new person collecting will need to provide a valid Photo ID.

If you would like to cancel your contactless Click & Collect order, please email us at onlinefulfillment@nlg.co.nz and be sure to include your order number.

OTHER (GENERAL)

If you are still unsure please contact us on 0800 44 44 88 Monday – Friday 8am-6pm, Weekends and Public Holidays 9:30am-5pm.