SHIPPING

Once you’ve completed your online order, you will receive a confirmation via email. If any details are incorrect, please contact us immediately. 

Delivery fees are quoted at time of purchase, excluding rural and the smaller islands (Waiheke, Great Barrier, Stewart and Chatham). Please email us directly to quote shipping rates for these areas. 

We aim to dispatch all orders within 2 business days. Delivery is 1-3 business days, depending on your destination address and requirements. If we encounter any unexpected delays, we will advise you and keep you updated with the status of the order.

Delivery rates are calculated based on the size, weight and destination of the item. If the incorrect freight option is selected, we will contact you via email to arrange payment of the difference.

When your order has left our depot, you will receive an email with a tracking reference.  All parcels will require a signature on delivery for security purposes. Should no one be present at the premises to sign for the delivery, a card will be left and your items will be available for collection from the courier’s office or depot.

On the day before the delivery, you will be contacted to organise a delivery booking and will be provided with an approximate three-hour delivery window.

PLEASE NOTE: Exact delivery times are not possible. Should you not confirm your delivery with the carrier, your booking will be cancelled.

If you have not received your order within 7 business days of its dispatch from Williams Road, please advise us via email so that we can investigate its whereabouts and resolve the issue.

Please note that the delivery company does not unwrap your goods or remove packaging. It is important that you check your delivery before signing for it, ensuring your goods match your sales order and only sign if you are completely satisfied with the condition of the cartons or packaging.  

At this stage, we unfortunately do not offer international shipping outside of New Zealand.

RETURNS

If you are not happy with your purchase, please advise us via email within 5 business days of receiving your order. Please be sure to include the order number and an explanation as to why you are dissatisfied with the item.

In the situation where the item you receive is faulty or not what you ordered, you are entitled to a refund or exchange. In the case of refunds, please allow 3-5 business days for the refund to be processed.
When sending returned items to Williams Road, we advise you to use registered post as we do not take responsibility for the loss of items being returned and this may result in us being unable to process your refund or exchange. In considering any application for refund or exchange, Williams Road reserves the right to inspect returned items upon receiving them.

In the situation where you are dissatisfied with your purchase for any reason other than a faulty or incorrect item, you may exchange it within 10 days of purchase. All shipping costs, including packaging and postage charges for return of the item as well as dispatch of the replacement item are to be paid by the customer. In addition, all items returned to Williams Road for exchange must be in the original condition and saleable condition.

Please note we cannot offer a refund or exchange on any Custom Design purchases if you change your mind, so please choose carefully. If there is a quality issue please send us an image and a description so we can work with you to find the best solution.
Unfortunately, we do not offer refunds or exchanges on any sale, sample or seconds items.

 

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