During Level 2 Stores are open

Our stores are open at Alert Level 2, with some restrictions in place.

Frequently Asked Questions

PRODUCTS, STORES & SERVICES

At Alert Level 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.

Yes, our full range will be available online for you to shop. Online product orders for non-essential items will be fulfulled from outside of Level 4 regions.

Currently, there are no limits on products.

Yes, we can carry out assembly of products during Alert Level 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. Please refer to our Returns Policy here. Unfortunately, we aren’t accepting repairs or faulty product returns under Alert Levels 3 & 4. You can bring your item in once stores reopen under Alert Level 2.

You will be able to pick up your item once we make sure the repair is complete.

If you made a booking for services prior to the lockdown, please contact our Customer Service team on 0800 44 44 88 from 8am - 6pm, any day of the week, and we can reschedule the appointment.

At Alert Levels 2 & 3 you can order online for Click & Collect. Learn more about Click & Collect here. At Alert Level 4 we will only be offering delivery.

Yes, you can. However, you will need to pack them yourself and maintain a safe distance of 2-metres from our team and other customers at the checkout counter.

Yes.

Yes.

We will be providing in-store setup services by maintaining a 2-metre distance from you. At this time, we will not be providing in-store learning sessions, but in place of it, our Passionate Experts offer remote tech support over the phone. Please call us at 0800 555 989.

At Alert Level 2, stores will operate at their normal hours.

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 and our team members are following safe distancing and hygiene protocols in line with these guidelines.

While in Alert Level 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.

  • 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 2-meters 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.

    In case of a tech installation or service appointment at your house, we will ask you some safety questions like whether anyone in the house is unwell. On arrival and while working, the Passionate Expert will maintain a safe distance of 2 metres at all times. They may also use a disposable face mask and disposable gloves. At the end of the tech visit, the Passionate Expert will wipe down all surfaces before they leave the site.

    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 are following all Ministry of Health guidelines to ensure the safety of our vulnerable team members. There are strict hygiene and safe distancing requirements in place, and our Passionate Experts have access to PPE when required.

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

Our products will remain at their normal price.

You can do contactless Paywave payments up to $200 at our terminals. If you use ApplePay, there are no limits for contactless payments.

Yes, you can apply for finance in store and online.

Payments for existing laybys can be made in-store at Alert Level 2.

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. For further details on our full returns policy please see.

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

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.

If you’d like to place an order 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.

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 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.

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 would like to cancel your order, please contact us via our online form and be sure to include your order number. https://www.noelleeming.co.nz/contact-us

No.

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 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.

CLICK & COLLECT

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

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, 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.

Yes, Click & Collect is a completely free service!

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.

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

Your collection store might not have all the items you ordered in stock. Therefore, your order may need to be picked from elsewhere and sent to your Click & Collect location, causing the delay. We're sorry about this.

Yes.

Someone can collect the order for you, but they will need to bring the order number and the surname of the person who ordered it. They may also be asked to present their ID so that we can note in our records who collected the order.

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.

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

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. You will be responsible for ensuring your item is secured for transport.

Yes, Click & Collect will be available across our usual full online range, except if you are in an Alert Level 4 area where this is not available.

We recommend that you leave sufficient empty space in your vehicle before you come to collect your package.

Please contact us via our online form and be sure to include your order number so we can resolve the issue as soon as possible. https://www.noelleeming.co.nz/contact-us

Due to unusually high number of orders, you may have to join a queue while collecting your order. For safety, please maintain a 2-metre distance with others while doing so.

Items like whiteware, pool tables, bikes, trampolines, larger furniture, etc. are considered oversized. Items can be identified as oversize on their product pages as well as in your cart when you place an order.

Most items are available for Click & Collect. In case an item is not available for pickup, it will be mentioned on the product page online and you won't be able to place a Click & Collect order.

Ideally if you cannot lift your item, we recommend that you have it delivered to your home. If you have turned up to collect your Click & Collect order and find it is too heavy, our team members will try and help if we can in a safe way. In case of large items, we will not be liable for any damage which occurs once the items have been handed over to you as part of the collection process. You will be responsible for ensuring your product is secure for the journey to your destination.

Oversized items are available for contactless Click & Collect but you should make sure you have room in your car or a trailer to be able to transport them home safely. In case of large items, we will not be liable for damage which occurs once the items have been handed over to you as part of the collection process. You will be responsible for ensuring your product is secure for the journey to your destination.