Delivery frequently asked questions
We've collected some answers to the most commonly asked questions related to delivery and Click & Collect here. If you have a question that isn't answered below, reach out to us via live chat or call one of our customer services team on 0800 44 44 88.
As soon as we've processed and dispatched your order, we'll send you an email to let you know it's on its way. We'll include a track and trace number in the email where you will be able to track it's progress once its been collected by the courier. For most small parcels we use Courier Post so you can easily track your order via the CourierPost website: www.courierpost.co.nz.
If you have provided us with your mobile number or email address, you'll also receive a text message or email updates from CourierPost on the status of your delivery.
For large item deliveries, you will be contacted by our delivery team to pre-arrange a date and time for delivery once your order is in stock & processed by our team.
To make changes to your delivery time or for updates on product lead times, please contact us on 0800 44 44 88
Click & Collect lets you collect your items directly from your preferred store or nominated location. When placing your order you can check your preferred store has the item in-stock before you place your order.
In most cases where your store has the item(s) in stock, you willl be able to collect the order in 3 hours (during business hours). We'll send you an email when your order is ready to collect.
If for some reason there is no stock available at your chosen store, our team will transfer the stock from another store or our distribution centre to your local store free of charge.
Transfers typically take approximately 2-4 working days and you will be contacted as soon as the item is in store and ready for collection.
If you have ordered a ‘Special order item’ our team will order the item in from the relevant supplier and you will receive notification that your item is ready for collection as soon as the product arrives with your chosen store. The lead time for such items is generally 7-10 working days, however, this is subject to availability of the product with the supplier.
After placing your order, you will be contacted when your order is available to pick-up. For all online click and collect purchases and refunds, Noel Leeming follows a strict policy.
Products may only be picked up from your chosen store upon presentation of valid New Zealand photographic ID and an order number. Please ensure that the person you have named to pick-up the order shows one of the following forms of ID:
- New Zealand Driver's licence
- 18+ Card
If for some reason you aren't happy with the items purchased, we will happily arrange a refund or exchange the purchase before you leave the store in the same way we would treat a refund or exchange for an instore purchase. Please note, refunds will only be made to the debit/credit card used to make the purchase. No cash refunds are available for online purchases.
We automatically calculate the delivery charges based on what you are buying online. The delivery charges are displayed in the cart & checkout so you know what you're being charged before you pay. If you wish to collect the item from your local branch instead of having it delivered, you can select the pick-up option during the checkout process and the delivery fee will be removed.
If the item displays the message "Item on order" or Special Order Only" the delivery timeframe is dependent on the availability of the product with the supplier. For large item delivery, you will be contacted by our delivery team to arrange a time for delivery as soon as the product arrives in-store. For small items, your order is dispatched via CourierPost as soon as it arrives at our distribution centre and you will receive an email to let you know it's on it's way.
For more information on the lead time for a specific product, please contact our Customer Support team on 0800 44 44 88 or firstname.lastname@example.org, Monday to Friday between the hours of 9am to 5pm. Our team will then contact our supplier for further information.
Online orders can be shipped anywhere in New Zealand, with the exception of large items to islands including the Chatham Islands, Waiheke Island, Great Barrier Island and Stewart Island. We are able to deliver to a freight forwarder arranged by the customer.
While you can place an order online from overseas, we are only able to deliver to valid New Zealand addresses and you will be required to provide both a New Zealand address and valid New Zealand contact details during the checkout process.
Deliveries to PO boxes will not be made directly, if a PO box is specified as the delivery address the courier will contact you to advise where to collect your goods.
All deliveries for large items and small items with a value over $200 will need to be accepted by someone present at the delivery address.
If you’re not 100% satisfied with your ONLINE purchase, you can return the item(s) to us for an exchange or refund within 14 days. The item must be returned in its original condition with packaging and invoice. Please note our online returns and exchanges policy https://www.noelleeming.co.nz/help/returns-and-exchanges/return-online-purchased-product.html only applies to online orders and purchases.
Products purchased online can be brought into your local Noel Leeming store, or send it back to us via Courierpost at your own cost - arrangements can be made with our Customer Care team on 0800 44 44 88.