Are you still shipping?

Currently, our delivery partners are advising that orders will continue to be delivered and we will be in contact if there is any change to this. 

At this time, online orders will take longer to dispatch. We will always endeavour to ship your items as soon as possible. We have recently implemented new policies and procedures in our distribution centres for the health and safety of our team and our customers, resulting in some delays. We apologise for any inconvenience caused.

Where is my order?

All orders are currently being dispatched from our Australian distribution centers via our delivery partners. At this stage, our delivery partners are advising that orders will continue to be delivered, however please be advised that Toll have removed tracking on items in order to speed up processing times.

Once your order is shipped from our distribution center, you will receive a shipping confirmation email with your tracking number. Please track your order through our delivery partner website tollgroup.com, however please keep in mind that this may not provide an up to date location on your delivery as Toll have removed tracking on items in order to speed up processing times.

How do I divert my parcel to a new address?

If your parcel is a standard size, we advise you to go to tollgroup.com, create an account and divert your parcel to a new address.

What is a Standard Post Item?

Standard Post Items are items that can be sent by New Zealand Post’s standard delivery that do not contain any ‘Oversized Items’.

How long will my delivery take?

Once you place your order on our website, you'll receive an Order Confirmation email from us confirming your order details, usually within an hour.

During major Linen Lover events and sales, online orders may take slightly longer to dispatch due to high order volumes. We will always endeavour to ship your items as soon as possible. 

What is an Oversized Item?

Oversized items are items that cannot be delivered by standard post services, due to size or weight. Oversized Items include most furniture, some rugs & larger homewares pieces.

Can I order an oversized item online?

At this stage, we are unable to ship Oversized Items to New Zealand customers and have not listed them online. .

Will I be notified once my order has been dispatched?

Once your order is shipped from our distribution center, you will receive a shipping confirmation email with your tracking number. Please track your order through our delivery partner website tollgroup.com, however please keep in mind that this may not provide an up to date location on your delivery as Toll have removed tracking on items in order to speed up processing times.

I don’t want it anymore, can I cancel it?

If your order is not in progress at the warehouse or has not been dispatched, we can organise a refund for you. Please note, if your refund is processed over the weekend, it will be processed from Monday and can take a few days to come back into your nominated account.

However, if your order has been dispatched, we can only refund you after the order has been delivered. We are very sorry for the inconvenience this may cause you. Please call our Customer Support Team on 1300 783 005 or send us a message via our contact us form.

Can I return my online purchase for a refund?

We hope you love your new purchase, but on the off chance that you don’t, here’s what you need to know. We've now extended our returns policy, so if you’ve changed your mind, unwashed or unused items in their original packaging may be refunded within:

• 90 days of purchase for Linen Lovers members and within
• 60 days of purchase for non-Linen Lovers members

How do I return my online purchase?

In your parcel, you should have received a copy of your receipt and an online returns form.

Misplaced or didn’t receive your return slip? Simply download and print one here.

To successfully return an item(s) via our online store please:

• Step 1: Fill out the return form and cut along the dotted line to separate the return label.
• Step 2: Prepare your parcel and include the completed return form inside.
• Step 3: Attach the return label to the outside of your parcel.
• Step 4: Drop your parcel off at your preferred New Zealand Post Outlet.

Please keep in mind the following;

• Duvets, mattress toppers, mattress protectors, pillows and pillow protectors are unfortunately not eligible for returns due to health regulations.
• Larger furniture items cannot be returned via New Zealand Post. If you are returning a furniture item, please call our Customer Service Team on 0800 23 2477 Monday to Friday 12pm to 7pm to double check.
• Refunds will be processed via the same payment method/card used for the original purchase.
• Shipping fees are non-refundable.
• Our returns policy is not intended to override or limit your statutory rights in any way.

How do I return my online purchase to an Adairs store?

We are delighted to be welcoming you back in to our stores across New Zealand from Thursday 14 May. As our opening hours have recently changed, please visit our Store Locator to find your nearest store and latest trading hours.

Most items purchased from www.adairs.co.nz can be returned to any Adairs store with a copy of your web order confirmation email. 

To successfully return an item(s) in-store please:

• Step 1: Take your items into your closest Adairs store with a copy of your web order confirmation email (either printed or on your smart phone).
• Step 2: Our friendly in-store team will process your return subject to our terms and conditions.

Please keep in mind the following;

• Duvets, mattress toppers, mattress protectors, pillows and pillow protectors are unfortunately not eligible for returns due to health regulations.
• Larger furniture items cannot be returned via New Zealand Post. If you are returning a furniture item, please call our Customer Service Team on 0800 23 2477 Monday to Friday 12pm to 7pm to double check.
• Refunds will be processed via the same payment method/card used for the original purchase.
• Shipping fees are non-refundable.
• Our returns policy is not intended to override or limit your statutory rights in any way.

How long will it take for my refund to be processed?

Please allow a minimum of 10 business days for returns refunds to be processed. You will be notified by email once your refund has been processed.

Can I return my standard post online order and exchange it for another item?

Currently we are unable to facilitate exchanges via our online store. If you wish to exchange your purchase, you will be refunded for the product and be required to repurchase. 

If you would like to return via our online store, here’s what you need to do:

• Step 1: Place a new order to purchase the new / correct product online.
• Step 2: Post the incorrect item back with your proof of purchase, and include a note advising that you would like a refund.
• Step 3: You'll receive the new order shortly. Once Adairs have received the return, you'll be refunded.  

Alternatively, exchanges can be processed in-store. We are delighted to be welcoming you back in to our stores across New Zealand from Thursday 14 May. As our opening hours have recently changed, please visit our Store Locator to find your nearest store and latest trading hours.

This applies to all purchases, including sale purchases excluding duvets, mattress toppers, mattress protectors, pillows and pillow protectors due to health reasons. Where goods are faulty, have been wrongly described, are different from a sample shown to you or do not do what they are supposed to then you can choose between a refund or an e-gift card. Please retain your receipt for proof of purchase.

Shipping fees are non-refundable. Our returns policy is not intended to override or limit your statutory rights in any way.

Do I have to pay to return my online purchase?

No, you do not. Returns of standard New Zealand Post items are free of charge.

Please keep in mind the following;

• Duvets, mattress toppers, mattress protectors, pillows and pillow protectors are unfortunately not eligible for returns due to health regulations.
• Larger furniture items cannot be returned via New Zealand Post. If you are returning a furniture item, please call our Customer Service Team on 0800 23 2477 Monday to Friday 12pm to 7pm to double check.
• Shipping fees are non-refundable.

Can I return an oversized item?

Oversized items cannot be returned via New Zealand Post or to Adairs stores.

Please call our Customer Service team on 0800 23 2477 Monday to Friday 12pm to 7pm to arrange delivery back to Adairs.

Please keep in mind the following;

• Shipping fees are non-refundable. 
• If returning an oversized item online, there will be a fee charged for the cost of delivery back to Adairs.

Are Adairs stores now open?

Yes, we are delighted to be welcoming you back in to our stores across New Zealand from Thursday 14 May. As our opening hours have recently changed, please visit our Store Locator to find your nearest store and latest trading hours.

What are Adairs doing for the health and safety of customers and team members in store?

Rest assured, our number one priority remains the health and safety of you and our team. We thank you for your support in adhering to a few simple safety guidelines when you visit us in-store:

• Sanitise your hands as you enter our store at our sanitiser station
• Maintain a safe social distance from others
• Cashless payment is preferred
• We kindly ask you to pack your items if you are bringing your own shopping bag
• Please stay at home if you feel unwell

Can I place an order via phone with an Adairs store?

You are able to place a Call & Collect order for your convenience. Simply contact your local store with your product selection, and our friendly team will put aside your order for you. Payment will be made upon collecting your order in-store.

Can I return my online purchase to an Adairs store?

Most items purchased from www.adairs.co.nz can be returned to any Adairs store with a copy of your web order confirmation email. 

To successfully return an item(s) in-store please:

• Step 1: Take your items into your closest Adairs store with a copy of your web order confirmation email (either printed or on your smart phone).
• Step 2: Our friendly in-store team will process your return subject to our terms and conditions.

Please keep in mind the following;

• Duvets, mattress toppers, mattress protectors, pillows and pillow protectors are unfortunately not eligible for returns due to health regulations.
• Larger furniture items cannot be returned via New Zealand Post. If you are returning a furniture item, please call our Customer Service Team on 0800 23 2477 Monday to Friday 12pm to 7pm to double check.
• Refunds will be processed via the same payment method/card used for the original purchase.
• Shipping fees are non-refundable.
• Our returns policy is not intended to override or limit your statutory rights in any way.

I can’t remember my Linen Lovers member number. How do I find it?

You can find your member number on the reverse of your physical card. It can also be found at the top and in the member details section of every promotional email you receive from us.

You can also request your number via our Linen Lovers member number request form here. Note. In some rare instances we may not be able to find you in our database, therefore please contact our Customer Support team for assistance on 0800 23 2477 (free call New Zealand) or send us a message via our contact us form.

How do I join the Linen Lovers program?

Joining is easy. Simply add membership as a product to your cart. You can do so by selecting the ‘ADD MEMBERSHIP TO CART’ button on our Linen Lovers Page or add membership at checkout to purchase and apply member discount. In-store simply ask our team and they will happily issue you a membership with card.

Is there a joining fee?

There is a $19.95 membership fee. However, on joining you will receive a $20 Welcome reward for purchase over $50. Plus, members save well beyond the joining fee with their exclusive member discounts and benefits.

Does the membership expire?

The membership expires 2 years after joining.

Where can I use my Linen Lovers membership?

Enjoy your exclusive member benefits online at adairs.co.nz and at any of our Adairs stores. 

How do I know when my membership expires?

Your membership expires 2 years from the date of joining. Your membership expiry date appears at the top and in the member details section of every promotional email you receive from us.

If you subscribe to emails and we have an accurate email address for you, you will receive reminder emails letting you know your membership is due to expire soon and date of expiry.

I purchased my Linen Lovers membership online. How do I find my membership number? Will I receive a physical membership card?

You are issued a temporary member number that you will find in your order confirmation email. When you are issued a permanent member number, we will send you an email informing you of your permanent number. At this point, a physical card will be on its way to you within your online order.

You can also find your member number at the top and in the member details section of the promotional emails you receive from us.

When will I receive my $20 welcome or renewal reward?

You should receive your $20 reward via email within 48 hours of joining the program. Rewards valid for 30 days with purchase over $50.

Please do check your junk or promotional email folder in case your email providers filter has moved the email directly into either of these folders. You may not receive the email if the email address was entered inaccurately or you are not subscribed to emails. Please contact our Customer Support team for assistance on 0800 23 2477 (free call New Zealand) or send us a message via our contact us form.

How do I redeem my Linen Lovers $20 reward online?

Enter your Linen Lovers member number at checkout and then enter the reward promotional code to apply discount.

How do I change my personal details?

If you have created an online account and added your Linen Lovers member number in Accounts, this links your membership to your online account. You can then make changes to your personal details here.

Alternatively, our Customer Support team and store team can assist with personal detail changes.

What’s the difference between being a Linen Lovers member and being an Adairs News subscriber?

Subscribing to Adairs promotional news means you will hear about our latest sales, style advice and new arrivals.

Linen Lovers members not only receive Adairs promotional news, they receive a host of wonderful exclusive benefits during the two-year paid membership. See all of the exclusive member benefits here.

If I’m a Linen Lovers member, do I need to create an online account for my member discount and free standard shipping to apply online?

You do not need to create an online account to use your member discount online, however for quicker future checkout and to view your order history, we do recommend you create an online account.

Adding your Linen Lovers number to the Account section of your online account will link your membership to your online account. This means you won’t need to enter your Linen Lovers number each time you purchase, your member discount and free standard shipping will be applied automatically.

I lost my Linen Lovers member card; how do I arrange a replacement card?

Rather than issue you a replacement card, you can simply enter your current member number online to apply discount and receive free standard shipping.

To find your member number, you can make the request via our Linen Lovers member number request form here. Or alternatively you can find it at the top and in the member details section of every promotional email you receive from us.

In-store, if you do not have your membership card, if you provide your mobile number and email address our team are able to find you in the system and apply your member discount.

Does my member discount apply to the purchase of gift cards?

The Linen Lovers member discount does not apply to the purchase of gift cards and bonus offers.

Am I able to use my Linen Lovers $20 welcome or renewal reward with another promotional offer such as the $10 subscriber welcome voucher?

You can only apply one reward or offer to a purchase. The reward terms and conditions states not in conjunction with any other offer, therefore only one promotional code can be applied.

My Linen Lover membership number does not work when I enter it at checkout?

If you receive an error message when entering your Linen Lover membership number at checkout, it could be for one of the following reasons:

• The Linen Lover number that you have entered is incorrect – please contact our Customer Service Team on 0800 23 2477 (free call New Zealand) or send us a message via our contact us form who will be able to look-up your membership number using your email address, and provide you with the correct Linen Lover membership number.
• Your Linen Lover membership has expired you can purchase a new membership for $19.95 by adding to your cart on the checkout page.

If the above doesn’t help you, and you are still experiencing issues entering your Linen Lover membership number at checkout, please call our Customer Support Team for assistance on 0800 23 2477 (free call New Zealand) or send us a message via our contact us form.

Can I cancel or make changes to my order?

We aim to pack and despatch orders to you as quickly as possible. Therefore, orders cannot be changed or cancelled after you click ‘Process order’.

If you have ordered the wrong product or size, or want to change an item in your order, please see our Returns & Exchange process at here.

My promo code doesn’t work when I enter it at checkout

If you receive an error message when entering a promo code, please check if the following applies to you:

• You have already used the code.Our promo codes can only be used once, so if you have previously used the code, it won’t be able to be applied again.
• The items aren’t eligible.Please check the terms and conditions of the promo code to ensure that the items in your cart aren’t excluded from the offer, and that minimum spend requirements have been met.
• The code has been entered incorrectly. Ensure the code has been entered exactly as written and try again.
• The code has expired. Check the expiry date of the code, as some codes run for a limited time, or expire after a set period of time.

If you have checked all of the above, and are still having issues with the code, please us a message via our contact us form.

Or you can call our Customer Service Team on 0800 23 2477 to discuss.

I received a promo code whilst the website was closed. Can I still use it?

All welcome, anniversary and renewal promo codes issued in the months of March and April have been extended to expire online 11:59pm NZST Sunday 17/05/2020. If your promo code was due to expire after this date the validity will not change.

My gift card doesn’t work when I enter it at checkout

Please check that your gift card has not expired - gift cards are valid for use for 3 years from the date of issue (or as otherwise extended by us). It is up to you to use the card’s full value before the expiry date. Any unused balance will not be refunded or credited when the card expires.

Note, only gift cards commencing with number 608621 may be redeemed online. If your gift card has a different prefix to the one above, it cannot be redeemed online, and may be redeemed in store only (if it is within 12 months from date of issue).

Can I place an order via phone with an Adairs store?

You are able to place a Call & Collect order for your convenience. Simply contact your local store with your product selection, and our friendly team will put aside your order for you. Payment will be made upon collecting your order in-store.

Why have I received an error message at checkout saying that my item is now unavailable?

Any items you add to your cart will be available for anyone to purchase until you have checked out, paid and your order has been confirmed. During busy periods, it is possible for items to sell out while you are shopping. If you receive an error stating that you cannot checkout due to an item being unavailable, you will need to remove this item from your cart to complete your order.

I can’t log in to my Adairs account. How do I resolve?

If you can't remember your password, just click the Forgotten Password link on the Login Page, which is located on the Join/Login link at the top of the website. You’ll then be sent a link to enable you to reset your password.

Note, it is possible to receive our emails and place orders without creating an account. If you have tried to login but your email isn’t recognised in our system, this may be because you do not yet have an online account with Adairs. Please try creating a new account.

Please note, purchasing a Linen Lover membership will not automatically provide you with an online account – if you would like to create an online account, please go to our website to do so.

I can’t remember my Linen Lovers member number. How do I find it?

You can find your member number on the reverse of your physical card. It can also be found at the top and in the member details section of every promotional email you receive from us.

You can also request your number via our Linen Lovers member number request form here. Note. In some rare instances we may not be able to find you in our database, therefore please contact our Customer Support team for assistance on 0800 23 2477 (free call New Zealand) or send us a message via our contact us form.

My Linen Lover membership number does not work when I enter it at checkout?

If you receive an error message when entering your Linen Lover membership number at checkout, it could be for one of the following reasons:

• The Linen Lover number that you have entered is incorrect – please contact our Customer Service Team on 0800 23 2477 (free call New Zealand) or send us a message via our contact us form who will be able to look-up your membership number using your email address, and provide you with the correct Linen Lover membership number.
• Your Linen Lover membership has expired you can purchase a new membership for $19.95 by adding to your cart on the checkout page.

If the above doesn’t help you, and you are still experiencing issues entering your Linen Lover membership number at checkout, please call our Customer Support Team for assistance on 0800 23 2477 (free call New Zealand) or send us a message via our contact us form.

My temporary Linen Lovers member number isn’t working?

You may have since been issued a permanent member number which has now replaced your temporary member number.

You can find your member number via our Linen Lovers member number request form here. Enter the email address linked to your Linen Lovers membership and if we can find you in our database, we’ll send you an email with your Linen Lovers member number.

Note. In some rare instances we may not be able to find you in our database, therefore please contact our Customer Support team for assistance on 0800 23 2477 (free call New Zealand) or send us a message via our contact us form.

Why have I received an SMS from Adairs?

So you don’t miss hearing about our exclusive shopping events and major sales, twice or 4 times a year we’ll send you an SMS to let you know. When you joined the Linen Lovers program, as part of the terms and conditions you opted into promotional SMS marketing. See Linen Lovers terms and conditions here. To opt out, simply text STOP to the mobile number provided in the SMS we sent you or call us on 0800 23 2477.

Customer Guarantee & Returns

At Adairs, we want you to be 100% satisfied. We've now extended our returns policy so if you’ve changed your mind, unwashed or unused items in their original packaging may be refunded or exchanged within 90 days for Linen Lovers members and within 60 days for non-Linen Lovers members of purchase upon presentation of your receipt.

This applies to all purchases, including sale purchases excluding duvets, toppers, protectors and pillows due to health reasons. Where goods are faulty, have been wrongly described, are different from a sample shown to you or do not do what they are supposed to then you can choose between a refund, exchange or credit. Please retain your receipt for proof of purchase.

Our returns policy is not intended to override or limit your statutory rights in any way.

Secure Shopping Online

Shop with confidence with Adairs online. All payments are processed securely via a Geotrust 128bit SSL connection to eWay, Australia’s leading secure payment gateway. We do not store any customer credit card information.