Frequently asked questions
Straight answers about ordering, delivery, returns, materials, and care. If you can't find what you need, we're happy to help.
- All prices are in NZD and include GST.
- We deliver across New Zealand.
- We follow standard NZ consumer protections.
How do I order, and what payment options are available?
Browse the NZ Collection, add items to your cart, and follow the checkout steps. You'll receive an order confirmation email.
- Orders can be placed online only.
- No account is required; guest checkout is available.
- Confirmation emails include an order number for reference.
We accept major credit and debit cards, including Visa, Mastercard, and American Express. All transactions are processed securely.
- Payments are processed in NZD.
- GST is included in all displayed prices.
- No surcharges for card payments.
Yes, all prices are in New Zealand dollars (NZD) and include 15% GST. The price you see is the price you pay.
- No hidden fees at checkout.
- International customers pay in NZD; currency conversion is handled by their bank.
How does delivery work, and how long will it take?
Yes, we deliver to all addresses in New Zealand, including rural areas. Delivery is via tracked courier.
- Rural delivery may take an extra 1-2 days.
- Tracking details are emailed once your order is dispatched.
Orders are processed within 1-2 business days. Delivery typically takes 2-5 business days after dispatch, depending on your location.
- Urban Auckland: 1-2 days.
- South Island: 3-5 days.
- Rural: add 1-2 days.
Delivery is a flat rate of $8 for orders under $150. Orders over $150 qualify for free delivery.
- Flat rate applies to all NZ addresses.
- Free delivery threshold is $150 NZD.
What if I need to return or exchange an item?
You can return unused items in their original packaging within 30 days of delivery for a full refund or exchange.
- Items must be in resalable condition.
- Return shipping is at your cost unless the item is faulty.
- Refunds are processed within 5 business days of receiving the return.
If your item arrives faulty or damaged, contact us within 7 days with photos. We'll arrange a replacement or refund, including return shipping.
- This is in addition to your rights under the Consumer Guarantees Act.
- We may ask for photos to assess the issue.
What materials do you use, and where do they come from?
We focus on natural, durable materials like solid timber, undyed wool, stoneware, and powder-coated steel. Each product page lists the exact materials.
- Timber is sourced from sustainably managed forests.
- Wool is New Zealand-grown and undyed where possible.
- Stoneware is locally fired and food-safe.
Many products are made in New Zealand by local makers. Some items are imported from trusted partners who meet our material and quality standards.
- NZ-made items are labelled in the product description.
- Imported items are selected for durability and honest materials.
We design for longevity. Many items can be repaired, and we provide care instructions to extend their life. Contact us for advice on specific products.
- Replacement parts may be available for some items.
- We encourage repair over replacement.
How do I care for my Home Goodshouse products?
Wipe with a dry or slightly damp cloth. Avoid harsh chemicals. Re-oil occasionally with food-safe oil to maintain the finish.
- Use a soft cloth.
- Do not soak in water.
- Re-oil every 6-12 months.
Air regularly and spot clean with a damp cloth. For deeper cleaning, hand wash in cool water with wool detergent and dry flat.
- Avoid hot water and agitation.
- Do not tumble dry.
Stoneware is dishwasher and microwave safe unless stated otherwise. Avoid sudden temperature changes to prevent cracking.
- Check product label for exceptions.
- Hand wash recommended for handmade pieces.
What are my rights under New Zealand consumer law?
Your consumer guarantees
All products sold by Home Goodshouse are covered by the Consumer Guarantees Act 1993 and the Fair Trading Act 1986. This means products must be of acceptable quality, fit for purpose, and match their description.
- If a product fails to meet these guarantees, you may be entitled to a repair, replacement, or refund.
- These rights apply regardless of our voluntary returns policy.
- We will always work with you to resolve any issues fairly.
Still need help?
If you can't find the answer you're looking for, send us an email or give us a call. We're a small team and we'll get back to you as soon as we can.
- Email: [email protected]
- Phone: +64 9 887 4123
- We respond within 1-2 business days.