During Level 4 Stores are closed

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Frequently Asked Questions

Stores & Services

At level 3, all Auckland stores are closed for regular retail. Our full range of products is online for either delivery or contactless Click & Collect.

Safety

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.

Payment

We currently accept a range of payment methods including:

  • Visa
  • MasterCard
  • American Express
  • Warehouse Money Credit Cards
  • UnionPay
  • JCB
  • Alipay (instore)
  • ApplePay

ZIP: is also available with a minimum spend of $50.

You can also use your Farmlands card.

We also offer Flybuys.

If you are applying for finance, please maintain safe distancing while doing so. Our in-store finance areas have been set up to ensure privacy is still maintained whilst also keeping a 2-metre distance.

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

At this stage, we are not offering laybys but this will be reviewed shortly.

Delivery, Pickup & 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.

Deliveries may be delayed due to high order volumes, but we will do our best to deliver your orders as fast as possible.

If you placed an order prior to the lockdown period, your order is either already on its way now or will be with you very soon. Read more about pre-lockdown orders here.

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 when you place your order.

If you place an order for Click & Collect we will notify you once your order is ready for collection.

IMPORTANT: To comply with government safety guidelines, you must wait until you receive a text from a Passionate Expert telling you that your order is ready for collection before visiting us at a Click & Collect location. You will also be told about how the collection process works.

If you aren’t able to order online or get to a store, we can take your order over phone.

Pleatext our Customer Care team on 0800 44 44 88 from 9am - 5pm, any day of the week, and we’ll deliver your order 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 rest assured we are working hard on getting the rest of the items to you as quickly as possible.

If you have not received your order during Alert Level 3 or 4, here is what you can do:

Delivery Order Update

If we were unable ship your order before the lockdown, here’s what you can do:

  1. Await delivery: We’re currently processing all outstanding orders to make sure they reach you at the earliest. Your order might already be on its way to you or should be there shortly. Once your order has been dispatched you will receive an email with a track and trace number. If you have several items in your order, they may be sent out in multiple packages.
  2. Cancel your order and receive a refund: If you would like to cancel your order, please contact us via our online form and be sure to include your order number.

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

Click & Collect Order Update

IMPORTANT: To comply with government safety guidelines, you must wait until you receive a text from our Passionate Experts informing you that your order is ready for collection before visiting us at a Click & Collect location. Feel free to ask us how the collection process will work.

If you have an outstanding order or were unable to collect your order during Alert Level 3, here’s what you can do:

  1. Collect now: If you received a pickup confirmation, you should be able to collect your order now. Please wait for one of our Passionate Experts to contact you to arrange a day and time to collect.
  2. Cancel your order and receive a refund: If you would like to cancel, please contact us via our online form and be sure to include your order number.
  3. Contactless pickup: Our Click & Collect pickups are contactless.

We are sorry for any inconvenience this has caused you.

If you would like to cancel your order, please contact us via our online form and be sure to include your order number.

Contact Tracing

There are some stores which we will have a QR code available to capture your name, phone number and email for contact tracing purposes. With contract tracing in place, you can maintain a distance of 1 metre with other customers (in place of the usual 2 metres).

Stores using contact tracing are Manukau, St Lukes, Dunedin – George St, Shirley Palms, Featherston Street in Wellington, Hunters Plaza and Queen Street.

No

Products & Services

Currently, there are no limits on products.

Yes, we will carry out installations under Alert Level 3.

Team members completing installations within a customer’s home may wear gloves and masks if they wish to or the customer requires. In line with Ministry of Health guidance they must maintain 2 metres between themselves and customers, and they should wash or sanitise their hands regularly or at least after each customer visit. We ask customers to also ensure they maintain safe distancing while our team is in your home.

While our physical stores will remain closed at Level 3, we will start to conduct urgent repairs. You can either contact our Customer Care Team who will forward your call to your local store, or call your local store directly who will log the repair and arrange a time for you to drop the item into the store.

If you bring your product to our store, we will review your product’s issue and provide appropriate assistance to the best of our ability at that time. Please note that not all repairers or suppliers will be operational under level 3, so if your repair is not urgent, we ask that you wait until our stores are fully operational before bringing your repair to us.

Drop off and collection of repairs will be undertaken using contactless processes in place for the safety of you and our team.

Where you are having multiple or complex issues with your product, please write those on a piece of paper and include this with your repair when you drop this to us.

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

Tech solutions and Home Consultation teams are contacting all Auckland customrs who have booked and are postponing at this stage. All other non Auckland jobs will go ahead but customers contacted and confirmed first. We have a pre-built plan which we will commence deploying.

To keep everyone safe, you will be able to access Tech Solutions over the phone with our passionate experts. The number is. 0800 555 989.

Other (General)

Yes, you can still shop online and via the app, and we'll have your order delivered or ready for pickup as quickly as possible. Learn more about how deliveries and Click & Collect work.

If you are still unsure please contact us using this online email form and provide any details which will help us resolve your matter .

Click & Collect

For any questions realted to Click & Collect, please see here