Help Centre

Direct Furniture Outlet does not sell gift cards at this stage however if you are wanting to purchase a credit please feel free to contact us and we will do our best to assist you.

Yes, we do! At the time of checkout, you will be given the option of click & collect as a delivery option. To collect your click & collect order you will need to present a copy of your order confirmation e-mail as well as some photo ID.

Unfortunately, we don’t currently offer an assembly service.
However, most of our products come factory assembled ready to use.

No, all items come as they are listed on the product page.

Once you have finalised your purchase you will receive an order confirmation via e-mail. Be sure to check your junk folder if you cannot find it as they can end up here. If you still have no luck let us know and we can resend it for you.

Due to the nature of our business we do not always get more stock of our items so we strongly advise placing an order sooner rather than later if there is something you like. Any new and restocked items will be posted to our Facebook page in the lead up to our next opening.

In store purchases can be paid via Visa, Mastercard, EFTPOS, Afterpay or cash.

No, we unfortunately don’t offer a standard layby service. We offer Afterpay as payment options for online & in-store orders that may be of assistance to you.

To settle an outstanding balance you just need to follow the links in the order confirmation e-mail which will take you to your payment options to finalise your order. All orders will need to paid in full before delivery or collection can occur.

Yes, we offer Afterpay as a payment method. The maximum purchase amount is $500.

No, not online. Payment methods available include Visa, MasterCard, Afterpay, EFTPOS and cash. If you need to do a bank transfer, either pop in-store or give the shop a call and we can work it through with you. NO goods will be shipped/picked up until the transfer is physically confirmed.

Unfortunately, we do not accept American Express cards in-store. You can pay online using them.

Very occasionally we may accidentally deliver the wrong item to you. If you have received an incorrect item, let us know as soon as you can, ideally within 3 business days of receiving your delivery. We will offer to send you the correct item and arrange for the pick up and return of the incorrectly shipped item at no cost to you.

Very occasionally we may accidently miss an item in your delivery. If this occurs let us know as soon as you can, ideally within 3 business days of receiving your delivery. We will offer to send you the missing item at no cost to you.

Very occasionally we may accidentally ship the item to you with missing parts. If you have received an item with missing parts, let us know and send us a photo of the assembly instructions circling the missing parts as soon as you can, ideally within 3 business days of receiving your delivery. We will offer to send you the missing parts or provide compensation to you to obtain the missing parts.

If after placing your order you realise you need to make adjustments you must notify us as soon as possible and we will advise what your options are. Please keep in mind cancellations may not always be possible.

You may request to change the shipping address on an order, only before an order reaches the dispatch processing stage. After an order, reaches the dispatch processing stage, address changes may not be possible.

If you wish to add an item to your existing order, please notify us as soon as possible. Please keep in mind any extra items may incur and increase in delivery charges which will need to be paid before your order can be delivered. Once your order has reached dispatch stage it is too late for us to make any adjustments.

Unfortunately no. All orders will be delivered as scheduled or at the earliest possible time as we do not have the capacity to store sold stock for extended periods of time.

If an item arrives and the packaging or the item itself is clearly and significantly damaged/faulty, you should take photos or video showing the damage/fault and contact us immediately.

If you notice that an item is damaged/faulty after it has been delivered to you, please take photos or video clearly showing the damage/fault and contact us as soon as possible, ideally within 3 business days of receiving your delivery.

The type of remedy we offer will depend upon the circumstances. We will work collaboratively with you to find an outcome that you're happy with. For example we may arrange to:

• Suggest a self repair
• Arrange a repair by a local tradesperson in your area
• Offer a partial or full store credit voucher or refund
• Replace the product (subject to availability)
• Arrange for the product to be returned to us or our supplier

Good question, if you add the item/s into your shopping cart and then enter your postcode. You will then be given the shipping cost for the item/s. Alternatively there is also a shipping calculator in the individual product listings if you are after a delivery price for a single item.

Our delivery rates are based on your delivery postcode as well as the cubic metreage of the items you are purchasing. If you add the item/s into your shopping cart and then enter your postcode you will then be given the shipping cost. Alternatively there is also a shipping calculator in the individual product listings if you are after a delivery price for a single item.

Absolutely! Pick ups are available 10am – 4pm Monday – Friday and 9am – 1pm on Saturdays. Please note we are closed on Sundays.

We use Efficient Movers & Storage. They are a little old school but get the job done.

Yes, you can. Just select click and collect at checkout then send your courier in during our pick up times with a copy of your order confirmation to collect the items on your behalf. You will also need to complete one of our Authority to Collect forms.

It is important that you verify your information is correct before placing your order, especially your delivery address. If the address provided is incorrect or you are not present at the time of delivery and the delivery is returned, you will be billed for the additional transport charges in order for your delivery to reach you. You agree to this by placing an order with us, we reserve the right to pass on applicable charges to you if you provide wrong address information. We also require a contact phone number, which may be used by the delivery company to arrange delivery. If we and our delivery partner have been unable to deliver your order due to your error or fault after 21 days or 2 attempts (whichever is sooner), we reserve the right to cancel your order. In these circumstances we will refund you the price of your order, less the delivery and handling fees incurred by us. If you need to make changes to your delivery day or address you must notify as soon as possible.

No, we cannot deliver to PO boxes or Parcel Lockers due to the large nature of the products we sell. Our goods are delivered by courier directly to your door and require a signature upon delivery.

We do not offer a tracking service at this point in time. Once your items have been booked for delivery our delivery partner will contact you either via phone call or text to advise the delivery day and time. If you haven’t heard from the delivery partner and would like an update at any stage please feel free to contact us directly.

Our delivery partners deliver Monday to Friday between business hours which are 9am to 4pm.

Local Delivery:
Napier - 1pm to 3.30pm
Hastings - 9am to 12 noon

North Island Metro Areas:
Efficient will give you a call as times will vary.

No, Direct Furniture Outlet currently only ships to locations within the North Island, NZ.

No, we currently don’t offer an overnight or express delivery service.

At the time of checkout there is the option to select your preferred delivery date however we are unable to offer specific delivery times.

All items placed in the same order will be delivered at the same time. In the case that you have placed multiple orders we will do our best to correlate them however we cannot guarantee this.

Yes, when our delivery partner contacts you to arrange delivery you can advise them of where you would like the items to be left. Please be aware that all responsibility for the items falls on the customer once the delivery has been completed.

The only special instructions able to made are for your order to be left in a safe place at your property if you are unable to be home. Any Authority to leave instructions must be submitted to the delivery company directly via SMS.

For further information on our delivery conditions please visit our delivery page.

You will be responsible for all shipping charges to facilitate a change of mind return. The initial shipping charge is non-refundable and you will also be charged the shipping costs to return the item back to our warehouse. Please note we do not offer refunds for change of mind returns.

If you purchase an item with promotional shipping (discounted or free shipping) and you return it because you change your mind, we will deduct the actual shipping costs from your store credit voucher. Both the cost of shipping the item to you and the cost of the return shipping to the warehouse will be deducted.

All items must be returned in ‘as new’ condition in original packaging. If you cannot return an item 'as new' in its original packaging, a handling and restocking fee may apply up to 20% of the value of the item. Shipping cannot be refunded once the service has been provided.

No, we only accept returns for item/s that are unused.

All change of mind returns will receive a store credit minus any shipping costs.

If you are unable to return the items yourself you can arrange a transport company to collect the items and drop them back to our warehouse on your behalf. Please note any costs associated with the return of items will be the responsibility of the customer.

All items sold by Direct Furniture Outlet come with a 12 month standard warranty unless otherwise specified on the product description page. If an issue does arise that is unrelated to regular wear and tear or accidental breakages we ask that you complete our warranty claim form and we will investigate the issue further.

"SOLD AS IS" and "Factory Seconds" do NOT have warranties. Buyers must be aware you are buying at your risk. BUT we will do our absolute best to explain this and pont out any of the product issues prior to purchase.

We currently do not offer extended warranties on any items sold by Direct Furniture Outlet.

Please visit our Warranty Claim page for details on how to make a claim.