FAQs

Where is my order?

Your order status is updated via email, including tracking details upon dispatch. Please use this information to monitor your delivery.

How long will my order take to ship?

Delivery within 2-4 working days to most New Zealand destinations for orders with payment received before midday (NZST) on weekdays, excluding public holidays. Rural deliveries can take up to 2 working days longer. Please note, all delivery times are approximate.

Can I change the contents of my order?

Should you wish to change an order which has not yet been dispatched, please contact us in writing at: marketing@carpetcourt.nz

If your order has been dispatched, you will need to return the order to us.

What if my order is lost or stolen?

In case of lost or stolen orders, contact our customer service immediately. We will initiate a courier investigation and explore replacement or refund options as necessary.

What payment methods do you accept?

We accept all major credit and debit cards, including Visa, Mastercard, and American Express. Additionally, we also accept Apple Pay, Google Pay & Shop for your convenience.

Is my payment information secure?

We prioritize your security. All transactions are encrypted using SSL technology, and we do not store any of your payment information.

I'm having trouble with my payment. What should I do?

If you're experiencing issues with payment, please ensure that your card details are entered correctly, including the billing address. If the problem persists, contact your bank or reach out to our customer service team for further assistance.

Delivery

We offer free delivery on orders of NZD$200 or over throughout New Zealand.

For orders under NZD$200 your shipping will be calculated automatically at checkout.

Please note: We do not ship to PO Boxes as we require the signature of the recipient.

Delivery Time

Delivery within 2-4 working days to most New Zealand destinations for orders with payment received before midday (NZST) on weekdays, excluding public holidays. Rural deliveries can take up to 2 working days longer. Please note, all delivery times are approximate.

Dispatch

Your track and trace number will be emailed to you once your order has been dispatched.

Product Faults & Details

Please visit our returns page for product fault information.

What is your return policy?

If you have purchased through our online shop and for some reason you are not happy with your Weave Rug, please contact us to arrange a refund or exchange (excluding postage). Please note, return postage costs must be covered by the customer.

Please e-mail your order number to marketing@carpetcourt.nz with the subject line: “RETURN REQUEST”.

You must notify us within 5 (five) days of receiving your shipment and return the goods to us within 14 (fourteen) days to be eligible. Items must be unwashed, unused and in original packaging with tags intact and original invoice included. Carpet Court does not offer refunds on items our courier service is able to evidence as ‘DELIVERED’.

Please note, refunds can only be processed using the original payment method.

Returns for excess unwanted goods, change of mind or damage as a result of misuse, abuse, neglect, accident or failure to follow product warnings or care information are not accepted for any Carpet Court purchases.

Order Cancellation

Should you wish to cancel an order which has not yet been dispatched, please contact us in writing at: marketing@carpetcourt.nz

If your order has been dispatched, you will need to return the order to us.

How can I create an account?

You can create an account by clicking on the Profile Icon on our navigation, then follow the instructions to enter your personal information and create a password.

I forgot my password. What should I do?

If you've forgotten your password, please click on the 'Forgot Password' link on the login page. You'll be prompted to enter your email address, and we'll send you a link to reset your password.

How can I update my account information?

Log in to your account and navigate to the 'Account Settings' page. Here, you can update your personal information, shipping address, and payment methods.

Is my personal information secure?

We take data security seriously. We use advanced encryption and security measures to protect your personal information. We do not sell or share your information with third parties.

Do you offer a warranty on your products?

Yes, we stand by the quality of our products. Most items come with a one-year warranty covering manufacturing defects. Please refer to the product page for specific warranty details.

Do you have a physical store?

Yes, we do have physical locations. You can find our store locator on the website, which will provide you with the addresses and hours of our brick-and-mortar locations.

I have a question that is not listed here. How can I contact customer service?

We're here to help! You can reach our customer service team by clicking on Contact Us. Our team is ready to assist you with any questions or concerns you may have.