We've summarized below the most popular questions and answers. We're updating this daily to ensure you've got the most up to date information.
Please see below for key FAQs or updates that might help you.
Delivery Update - Delays
We are currently experiencing delays with our freight provider, please refer to our shipping FAQ's for further details.
Delivery Update - Delays
Along with our delivery partners, we have implemented policies and procedures for the health and safety of our teams and you.
You will receive a shipping confirmation email once your order is dispatched.
All orders are currently being dispatched from our Australian distribution centers via our delivery partners.
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.
Please note, during Linen Lovers events and sales orders may take slightly longer to dispatch.
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.
Standard Post Items are items that can be sent by New Zealand Post’s standard delivery that do not contain any ‘Oversized Items’.
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.
We are currently experiencing delays with our freight provider, please refer to our shipping FAQ's for further details.
| Region | Adairs Processing and Dispatch | Toll Shipping Times | Total Delivery Time | Delivery Cost |
|---|---|---|---|---|
| Auckland | 3 - 5 business days | 7 - 10 business days | Up to 15 business days | Flat rate $9.95 |
| North Island | 3 - 5 business days | 7 - 12 business days | Up to 17 business days | Flat rate $9.95 |
| South Island | 3 - 5 business days | 8 - 14 business days | Up to 19 business days | Flat rate $9.95 |
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.
At this stage, we are unable to ship Oversized Items to New Zealand customers and have not listed them online. .
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.
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.
Before lodging your return, please keep the following in mind:
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.
Please keep in mind the following;
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:
Please keep in mind the following;
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.
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:
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.
No, you do not. Returns of standard New Zealand Post items are free of charge.
Please keep in mind the following;
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;
Our Hamilton, Bayfair, Riccarton & Wellington stores are currently open for Call & Collect and Call & Delivery purchases.
Our Albany, Botany and Sylvia Park stores are temporarily closed until further notice. We are still here for you to shop online!
Please visit our Store Locator for the latest store updates and 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:
You are able to place a Call & Collect and Call & Deliver 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.
Click here for more information on how to use our Call & Collect and Call & Delivery services.
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:
Please keep in mind the following;
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.
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.
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.
The membership expires 2 years after joining.
Enjoy your exclusive member benefits online at adairs.co.nz and at any of our Adairs stores.
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.
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.
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.
Enter your Linen Lovers member number at checkout and then enter the reward promotional code to apply discount.
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.
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.
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 will be applied automatically.
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.
The Linen Lovers member discount does not apply to the purchase of gift cards and bonus offers.
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.
If you receive an error message when entering your Linen Lover membership number at checkout, it could be for one of the following reasons:
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.
If a size is no longer available online it will not be displayed as an option on the product page. If the size is displayed as an option on the product page, then it is still available to purchase online. Simply select your size and click the “Add To Cart” button from the product page.
If you have tried searching the product name or product code are you are still unable to find the item online, this means there is no longer any stock available online. However, there is a possibility the item may be in stock in-store. If you cannot find a specific item online, you can send us a message via our contact us page or contact your local store.
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.
If you receive an error message when entering a promo code, please check if the following applies to you:
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.
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.
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).
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.
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.
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.
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.
If you receive an error message when entering your Linen Lover membership number at checkout, it could be for one of the following reasons:
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.
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.
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.
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.
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.
