FAQs

Online Shopping
    1.1 Why aren't all products on the site able to be bought online?
    1.2 How do I buy products online?
    1.3 Do I have to register to order online?
    1.4 When I buy Clothing online, how do I know my size?   
    1.5 Why was the deal allocated on Red Alert one minute and then available again the next minute?
    1.6 Why was my high value order put on hold?

2 Delivery
    2.1 How much will delivery cost?
    2.2 When will I receive my order?
    2.3 What should I do if I need my order by a certain date?
    2.4 Where is my order? Can I track my order?
    2.5 Who delivers my order? How are orders delivered?
    2.6 Why have I only received part of my order? Some products are missing from my order, where are the other products I ordered?
    2.7 Does The Warehouse ship internationally?
    2.8 Can I get different products within my order sent to different addresses?
    2.9 Can I pick my online order up from my nearest Warehouse store?

3 Returns
    3.1 Can I return a product I've bought online?
    3.2 How do I return a product? Can I return products bought online in store?
    3.3 How do I return or exchange items of Clothing?
    3.4 Will I get a refund for products I return?
    3.5 I have received the wrong product - what should I do?
    3.6 My product is broken or faulty - what should I do?
    3.7 My product has been damaged during delivery - what should I do?
    3.8 Can I return my product to my nearest Warehouse store?
    3.9 What are the terms of your Money Back Guarantee?
    3.10 I ordered a product and you've refunded me without delivering it - why is that?

4 Payment and Security
    4.1 Is it safe to shop online? Are my details secure? What security and protection do you offer?
    4.2 How do I pay for my order? Which credit cards to do you accept? I don't have a credit card - do you accept payment via online banking or bank deposit, debit cards, Paypal?
    4.3 I've been given a Warehouse gift card. Can I use it to buy online?
    4.4 What are promotional codes? How do I use them to pay for my order?

5 Pricing
    5.1 Does the price shown include GST? What happens when prices change?
    5.2 Are prices the same online as they are in store? Why aren't prices cheaper online?
    5.3 What is The Warehouse Best Price Promise?

6 Customer Service
    6.1 I need more help. How do I contact Customer Service?

7 Registration, My Account, Forgotten Passwords
    7.1 I have forgotten my password, what should I do?
    7.2 How do I find and/or change my account details?
    7.3 What is My Wishlist?

8 Email
    8.1 Why should I subscribe to email?
    8.2 How do I subscribe/unsubscribe from email?
    8.3 How do I make sure The Warehouse emails don't go into my Junk or Spam folder?

9 Big Stores
    9.1 What is a Big Store Score?

10 Warranties & Spare Parts
    10.1 What is an Extended Warranty?
    10.2 What does it Cost?
    10.3 What Products Qualify?
    10.4 How do I make a Claim?
    10.5 What is Covered with an Extended Warranty?
    10.6 Sum Insured
    10.7 What is Not Covered?
    10.8 I need a spare part for a product I purchased at The Warehouse

11 Laybys
    11.1 What are your Terms & Conditions relating to Laybys in store? (Laybys are not available online).

12 Cards & Insurance
    12.1 I have a query about my MasterCard
    12.2 I have a query about my Red Card
    12.3 How do I contact Financial Services about my card?
    12.4 I have a question about Credit Card Repayment Insurance
    12.5 I have a question about Life Insurance
    12.6 What countries do you cover for travel insurance?
    12.7 Can I buy Travel Insurance online?
    12.8 Who do I contact for travel insurance emergency assistance or to make a claim?

13 Finance Agreements

    13.1 I would like to apply for finance
    13.2 I would like to contact Marble Finance
    13.3 I already have finance (before 29 October 2014) and would like to discuss my existing agreement

14 Christmas Club
    14.1 I have lost my Christmas Club Card. Can I have a replacement?
    14.2 What is the balance on my Christmas Club Card?
    14.3 How can I use my Christmas Club Card?
    14.4 Topping up your Christmas Club Card from your Bank account
    14.5 Important Points about Topping up Direct from your Bank AccountI would like to make a bulk order

15 Bulk Ordering
    15.1 I would like to make a bulk order

16 WINZ Quote
    16.1 I need a quote / WINZ quote for Warehouse Products

17 Investor Queries
    17.1 Investor query

18 Mailer
    18.1 I haven’t received my mailer / I have found a large quantity of dumped mailers
    18.2 I would like to model in The Warehouse catalogue, what do I need to do?

19 Supplier Request
    19.1 How can I become a supplier?

20 School Projects
    20.1 Can you give me company information for my school project / study?

21 China / Ethical Purchasing
    21.1 What is your policy on ethical purchasing?

 

 

1 Online Shopping

 

1.1 Why aren't all products on the site able to be bought online?

Some products aren't available to be bought online and these products will say 'Find In Store' underneath them. However, we are continually adding products to our website that can be bought online. If there is a particular product or group of products that you would like to be able to buy online, please contact us to let us know. 

Some products that are available in store we are unable to ship to customers, such as some fragile items like terracotta pots, and dangerous goods like filled gas canisters.

1.2 How do I buy products online?

Simply find the product you are looking for by typing it into our search box, or by browsing through the categories on the left hand side of the page. Then just click the "Add to Cart" button to add it to your cart. If you are choosing Clothing, you will be taken to the product page to select first the colour of the item you want and then the size. You cannot select a size without first selecting a colour.

You can see how many products are in your cart at the top right hand side of the page. The Cart Preview will also show when you add a product to the cart. To see a full view of your cart simply click on the Cart at the top right hand side of the page, or click View Full Cart in the Cart Preview.

Once you are satisfied you have everything in your cart that you'd like to buy, click the Checkout button. You will be asked to login or checkout without saving your details, from here you will enter, or confirm, your delivery details and select your payment method.

After the checkout process is complete you will see an Order Confirmation screen. This information will also be emailed to you. Within 3-5 days of placing your order you will receive an email saying that your order has been dispatched. If there are multiple products in your order you may receive multiple emails telling you when each product has been dispatched. The dispatch email will have a tracking number in it so that you can track your order in our Track Order section.

1.3 Do I have to register to order online?

No - you do not have to be registered to purchase from the Warehouse website. However, registration is quick and easy and has the following benefits: 

  • You do not need to enter your address and other details every time you shop because these are saved for you
  • You can check whether your order has been dispatched and find any tracking numbers in the Order History area
  • You can choose to receive emails on products and deals so that you never miss a bargain. You can control the types of email that you receive from us. You can also choose different preferences or unsubscribe from email at any time
  • You can add products to My Favourites so they are easy to find when you come back to the site in the future
  • If you like you can register now.

    1.4 When I buy Clothing online, how do I know my size?

    Within the product information for every Clothing item, there is a link to a sizing chart. Please note these are guidelines only.



    1.5 Why was the deal allocated on the Red Alert site one minute and then available again the next minute?

    To avoid selling more stock than we have on hand of a product, when a customer adds an item to their online cart the stock is temporarily reserved for that customer for a period of 10 minutes. This allows the customer plenty of time to enter delivery and payment details to complete their transaction. After 10 minutes if the customer has not completed their transaction then the stock reserve will expire and the item will be available again to buy on the site.

     

    1.6 Why was my High Value order put on hold?

    To ensure the highest level of security for all our customers, we may need to contact you to confirm your payment details before processing your order. We do this to help protect both our customers and ourselves from fraud.  This occasional security measure may result in a slight delay to your delivery.

     

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    2 Delivery

    2.1 How much will delivery cost?

     

    • Delivery of CDs, DVDs, Jewellery, Gaming and Gift Cards is $3.50 when you order to a certain combined total weight. Once that weight is reached you will be the charged standard delivery fee.

    • Standard delivery costs $6.99 no matter how many items you buy.  

    • Rural delivery of standard items costs $9.99 no matter how many items you buy.

    • Large items (whiteware, pool tables, bikes, trampolines, larger furniture etc.) will be charged according to cubic metre measurement of the item and where you want it delivered. This cost will be applied to each large item you order.

    • Click & Collect orders cost $4.00 to cover the picking and sending of your items.  There will be an additional charge for oversized items.

    • Flowers & Hampers sold online are delivered free anywhere in New Zealand.



    The delivery cost for your order is displayed in your online shopping Cart as an Estimated Delivery Cost. This will be the lowest possible rate, until you are logged in and enter your delivery address. Once we know your delivery address, the estimated cost will change to a Final Delivery Cost in the Order Summary page. 

    If you have more than one product in your order, you may receive the different products in separate shipments as we have multiple distribution centres.  You will only be charged one standard delivery fee no matter how many separate standard product shipments you receive.  If you purchase a standard product and a large item in the same order, both the standard delivery fee and the large delivery fee will be incorporated into your Final Delivery Cost, because the large delivery fee is applied specifically to cover the cost of getting that particular item to you (large items cost more!).

    We reserve the right to refuse orders or negotiate delivery fees.

    2.2 When will I receive my order?

    Each product has an indication of how long it takes to be dispatched in the Status column in the Cart. Dispatch times indicated are subject to change. Information on delivery times excludes orders for Curtains and Blinds. For Curtains and Blinds orders, please click here.

    Deliveries are only made on working days, not weekends.

    For Standard Sized Items

    For orders placed before 11am on week days, going to North Island delivery addresses, we aim for next day shipment. For orders placed after 11am on week days, going to North Island delivery addresses, we aim for delivery within 72 hours. We endeavour to deliver South Island orders within 4-5 days. Orders received on Saturdays, Sundays and Public Holidays will be processed on the following working day and dispatched as quickly as possible.

    If you were registered at the time you placed your order, you can see the status of your order in the Order History area. If your order has been dispatched you will have received an email that contained a tracking number for each product in your order. If you had multiple products in your order you may have received multiple tracking numbers. You can use these tracking numbers to see the delivery status of your products in the Track Order area.

    Delivery Times - Large Items

    • All deliveries are door to door and dispatched from Auckland
    • Auckland delivery 3-5 working days
    • Outside Auckland delivery 5-7 working days
    • Rural deliveries will take longer in some areas
    • Transit times do not include Public Holidays

    The following rules will apply for delivery of larger items to customers:

    •  The customer will be contacted prior to delivery by carrier to arrange a suitable delivery day. An approximate time frame can be given, however the delivery time could be impacted by influences outside the carriers control e.g. unscheduled delays, traffic issues.
    • The customer delivery service does not include the assembly of kitset products and the connection of plumbing or electrical equipment.

    2.3 What should I do if I need my order by a certain date?

    If you need your order to arrive by a certain date you should give our Customer Services team a call so they can confirm that the product(s) will be sent in time to meet your deadline.

    2.4 Where is my order? Can I track my order?

    If your order has been dispatched you will have received an email that contained a tracking number for each product in your order. If you had multiple products in your order you may have received multiple tracking numbers. You can use these tracking numbers to see the delivery status of your products in the Track Order area. If you were registered and logged in when you placed your order, then you can also check on the status of your order in the Order History area. This will tell you whether your order is being processed, has been dispatched, or is complete.

    2.5 Who delivers my order? How are orders delivered?

    Online orders are delivered using courier and require a signature upon delivery so they can be tracked.  We only deliver to residential or business addresses - PO Boxes are not accepted for security reasons.  Please ensure you have your order delivered to an address where someone is available to sign for it.  If you were unavailable to sign for an item when our courier called, we will leave a Card to Call at the delivery address.  This card details when the delivery was attempted, the item number and what you need to do to have the items re-delivered. For more information, visit the Delivery page.

    2.6 Why have I only received part of my order? Some products are missing from my order, where are the other products I ordered?

    If you have more than one product in your order, you may receive the different products at different times if they are sourced from different locations. There is no extra delivery charge for different items being delivered at different times. Each product in your order has a tracking number against it. You can use this to see what stage your order is at in the Track Order area. If you were registered and logged in when you placed your order, then you can also check on the status of each product in your order in the Order History area.

    2.7 Does The Warehouse ship internationally?

    We do not ship internationally at present. We only ship to addresses within New Zealand.

    2.8 Can I get different products within my order sent to different addresses?

    We do not offer the ability to ship to multiple addresses at present.

    2.9 Can I pick my online order up from my nearest Warehouse store?

    Yes, we have a Click & Collect service which means you can order online and pick up from your local store.  Read more about Click & Collect.

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    3 Returns

     

    3.1 Can I return a product I've bought online?

    Yes - in most cases you can return products you have bought online.

    While the Consumer Guarantees Act and Fair Trading Act provide the basis for The Warehouse’s returns policy, we in fact go above and beyond the expectation of these two statutory laws. The Warehouse has a 12 month money-back guarantee with printed proof of purchase. For a product to be returned under our policy, that product must be in a resalable condition unless faulty or otherwise defective. It’s this policy that provides you peace of mind while shopping at The Warehouse.

    Restrictions and exceptions resulting from New Zealand Copyright laws and health and safety issues mean a refund or exchange is only available for the following products if that product is defective:

     

  • Music CDs
  • DVDs
  • PC Software
  • Gaming Console Software
  • Underwear
  • Earrings
  •  

    If a product is deemed unsatisfactory, we can offer to exchange it for another one (ie. a different colour or size) or another product for the same value.

    Proof of purchase is required in order to get an exchange or a refund.

    There are also some restrictions that apply in relation to mobile phone returns, electronics and jewellery. To see the full Refund Policy please click here.

    3.2 How do I return a product? Can I return products bought online in store?

    Products can be returned to stores. You will need your tax invoice (receipt) available as information on this is needed as proof of purchase. Refunds will be credited against your original method of payment, eg. to the credit card you used to make the purchase. If you would like to return a product but cannot get to a store then please contact us on 0800 RED ONLINE (0800 733 665) Monday - Friday 8.00am - 6:00 pm to arrange this. Make sure you have your order details handy.

    3.3 How do I return or exchange items of Clothing?

    You can return Clothing bought online in store as long as you have your proof of purchase, like your order confirmation email.

    You cannot exchange items of Clothing you've bought online. In order to exchange an item of Clothing for a different size, style or colour, you must return the products (using the steps above) for a refund and place a new order for the item online.

    3.4 Will I get a refund for products I return?

    We apologise if you have received a product that is faulty, or if you have received the wrong product. You are welcome to an exchange or refund. Please contact us on 0800 RED ONLINE (0800 733 665) Monday – Friday 8.30am – 6pm to arrange this. Make sure you have your order details handy.

    3.5 I have received the wrong product - what should I do?

    If you have ordered something online and received the wrong product, we apologise and you are more than welcome to an exchange or refund. Please contact us on 0800 RED ONLINE (0800 733 665) Monday – Friday 8.30am – 6pm to arrange this.

    3.6 My product is broken or faulty - what should I do?

    Under the Consumer Guarantees Act you are entitled to have your product repaired, replaced or refunded.

    All products supplied by The Warehouse are vigorously tested to international standards. However, as with any mass produced products, there will always be the probability that a tiny percentage may exhibit a fault, which is why we provide a full one year warranty on all goods.

    Simply contact us on 0800 RED ONLINE (0800 733 665) Monday – Friday 8.30am – 6pm to enquire about returning the product for inspection. Alternatively you can return the product to your nearest Warehouse with proof of purchase.

    3.7 My product has been damaged during delivery - what should I do?

    If you suspect your product has been damaged during delivery please do not throw away the parcel or cover in which the product came as Courier Post will need to inspect it. Please contact us on 0800 RED ONLINE (0800 733 665) Monday – Friday 8.30am – 6pm and we will organise the return of the product for inspection and will endeavour to send you a replacement as soon as possible.

    3.8 Can I return my product to my nearest Warehouse store?

    Yes, please bring proof of purchase in the form of the tax invoice you received when you placed your order.

    3.9 What are the terms of your Money Back Guarantee?

    To see the full Returns Policy please click here.

    3.10 I ordered a product and you've refunded me without delivering it - why is that?

    To fulfil online orders, we pick the products you have ordered from a number of sources. We display a product on our website as 'in stock' and able to be added to your shopping cart, based on our systems telling us there is stock in whichever place we pick this particular product from. Some products we pick directly from the shelves of our dedicated 'sister stores' in Auckland, Wellington and Christchurch. For these products, occasionally due to the lag time between an online order being placed and our team finding the product on the shelf, the product may have sold out. We endeavour to prevent this from happening with rigorous systems and minimum stock levels required for a product to show as 'in stock' online. If it does happen we will advise you that your product is on back order, while we try to source it. If we are unable to source the product you have ordered, we will refund you and contact you by email to advise you of this.

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    4 Payment and Security

     

    4.1 Is it safe to shop online? Are my details secure? What security and protection do you offer?

    We want you to have a safe and secure shopping experience online. All payments via our sites are processed using SSL (Secure Socket Layer) protocol, whereby sensitive information is encrypted to protect your privacy.
    You can help to protect your details from unauthorised access by logging out each time you finish using the site, particularly if you are doing so from a public or shared computer.

    4.2 How do I pay for my order? Which credit cards to do you accept? I don't have a credit card - do you accept payment via online banking or bank deposit, debit cards, Paypal?

    You can pay for your order with a credit card or a debit card. We currently accept Mastercard, Visa, American Express, The Warehouse Red Card and Diners Club Credit Cards.

    You can also pay using Paypal or internet banking through POLi.

    At this stage we do not accept:

      Vouchers
      Cheque
      Phone orders

    4.3 I've been given a Warehouse gift card. Can I use it to buy online?

    Sorry, at this stage it is not possible to use a Warehouse gift card to make an online purchase.

    4.4 What are promotional codes? How do I use them to pay for my order?

    Promotional codes are codes that entitle you to a special promotion on a purchase. Promotional codes can be redeemed by entering the promotional code into the special box in the Cart. After the code is entered, you will see the promotion has been applied to your order. Only one promotional code can be used per online order and no refunds are given.

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    5 Pricing

     

    5.1 Does the price shown include GST? What happens when prices change?

    All prices listed online are in New Zealand dollars and are inclusive of GST and any other sales tax. All prices are correct when published. Please note that we reserve the right to alter prices at any time for any reason.

    5.2 Are prices the same online as they are in store? Why aren't prices cheaper online?

    In most cases the prices you see for products online will be the same as the price of products in store. Prices are similar between stores and online because we want customers to enjoy the same great value for money from The Warehouse wherever they shop.

    5.3 What  is The Warehouse Best Price Promise?

    We will beat any competitors price by 10%*

    *To be eligible for The Warehouse Best Price Promise you will need to find the same (exact) stocked item and provide proof of price.  Best Price Promise excludes: phone cards, gift cards and stamps, items on Red Alert, international based companies and  international websites.

    Technology products will be price matched only.

    For online price matching, the product must have the same barcode, priced on the same day, same freight and shipping lead times from a New Zealand based supplier with a co.nz website.

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    6 Customer Service

     

    6.1 I need more help. How do I contact Customer Service?

    Call 0800 RED ONLINE (0800 733 665) Monday – Friday 8.30am – 6pm
    Or email us.

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    7 Registration, My Account, Forgotten Passwords

     

    7.1 I have forgotten my password, what should I do?

    Simply click the “Forgot your password?” option or click here, enter your email address and we will send an email to your registered email address with a link to a page where you can change your password.

    7.2 How do I find and/or change my account details?

    This can be done in the My Account area (which you can access by logging in) and can be found in the “Edit my details” section. Make your changes and click update to save changes.

    7.3 What is My Wishlist?

    The Wishlist feature allows you to save a list of any hot products that tickle your fancy. In order to save your Wishlist so that you can return to it, you need to be a registered website member.
    You can email your list with a special note to friends to give them a hint about what you want for Christmas, your birthday (or just because!) or show them a great product that they might be interested in. Simply click “Email Your Wishlist”, add your friends name and address and a special note to them, and send.
    You can print Your Wishlist so you can take it to your local Warehouse store and use it as a quick reference shopping list.
    If you wish to remove a product from Your Wishlist list simply go to Your Wishlist in the My Account area and click "Remove from Your Wishlist", which appears beneath each product.

    Red Alert products cannot be added to Your Wishlist.

     

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    8 Email

     

    8.1 Why should I subscribe to email?

    By subscribing to our emails we can let you know the latest products and deals so that you never miss a bargain. You can control which types of emails you receive from us in the Email & Mobile Options area (which you can access by logging in).

    8.2 How do I subscribe/unsubscribe from email?

    You can change your email notification settings at any time by going into Email & Mobile Options in the My Account area (which you can access by logging in). Simply tick or untick the box of the emails you wish to alter and update.

    8.3 How do I make sure The Warehouse emails don't go into my Junk or Spam folder?

    Unsolicited, unwanted advertising email, commonly known as 'spam', has become a big problem. It's reached such proportions that most e-mail services and Internet Service Providers (ISPs) have put some sort of blocking or filtering system in place or begun relying on self-proclaimed blacklists to tell the good guys from the bad. Despite our best efforts we cannot always guarantee that you will receive our communications due to the changing nature of email delivery systems. There is something you can do to keep The Warehouse emails reaching you – whitelist us.

    To ensure that you receive the emails you’ve signed up for from us, you can add our sending domain promotions@email.thewarehouse.co.nz or deals@redalert.thewarehouse.co.nz to a "whitelist" (or list of trusted senders) within your email application or at your ISP. This means that when we send you an email it will automatically come into your inbox and not be flagged as Junk Mail. It also means you’ll see the pictures in our mails without having to do anything.

    Different email applications work in different ways. Guides for whitelisting us for Microsoft Outlook 2003 (PC) and Hotmail are below. Outlook 2003

    It's very easy to add the promotions@email.thewarehouse.co.nz or deals@redalert.thewarehouse.co.nz domain to your safe senders list with Outlook 2003.

      1. Select the message in your inbox and right-click

      2. Choose "Junk Mail" from the drop-down menu

      3. Choose "Add Sender's Domain (@example.com) to Safe Senders List

    Outlook 2003

    By default Microsoft Outlook 2003 also blocks images in HTML emails. You can add the promotions@email.thewarehouse.co.nz or deals@redalert.thewarehouse.co.nz domain to your Safe Sender List to automatically download images by following these steps.

      1. If a new email message appears in the inbox without the images displaying correctly, right-click on the message displayed at the top of the preview pane "Click here to download pictures. To help protect your privacy, Outlook prevented automatic download of some pictures in this message."

      2. Choose "Add the domain to Safe Senders List" from the drop-down menu that appears.

      3. The email will download all images included within it, and automatically download any images contained within future emails from the promotions@email.thewarehouse.co.nz or deals@redalert.thewarehouse.co.nz domain.

    Hotmail

    The popular free web mail application Hotmail also allows for Junk Mail filtering to help prevent high levels of SPAM reaching its users. To add the promotions@email.thewarehouse.co.nz or deals@redalert.thewarehouse.co.nz domain to your Hotmail account settings follow the instructions below:

      1. Log in from the Hotmail homepage

      2. Click on the Options link to the top right (near the Help link)

      3. Choose Mail from the navigation on the left hand side

      4. Click on Junk Email Protection

      5. Click on the Safe List link

      6. Type the promotions@email.thewarehouse.co.nz or deals@redalert.thewarehouse.co.nz domain name in the field and click Add (note that the domain does not require any "www" prefix as this is only used to address websites)

      7. Log out of Hotmail

    Other web mail applications should have similar options to Hotmail. Check your web mail providers help documentation or contact them directly via email asking for assistance.

    For more information on whitelisting or Safe Sender Lists please refer to your email application's help section or contact your ISP about whitelisting domains prior to delivery to your inbox.

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    9 Big Stores

     

    9.1 What is a Big Store Score?

    At The Warehouse, sometimes we are able to offer extra special deals, but these don’t fit into all our stores. When you see Big Stores Only it means they’re only at limited stores, and only for a limited time, so get in quick!

    Big Stores Only stores are:

  • Albany
  • Bell Block
  • Eastgate
  • Fraser Cove
  • Invercargill
  • Lower Hutt
  • Lyall Bay
  • Manukau
  • Napier
  • Nelson
  • Northlands
  • Palmerston North
  • Porirua
  • Riccarton
  • Rotorua
  • South Dunedin
  • Sylvia Park
  • Te Rapa
  • Wanganui
  • Westgate
  • Whangarei
  •  

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    10 Warranties & Spare Parts

     

    10.1 What is an Extended Warranty?

    An extended warranty protects the customer's goods against breakdown or two years after the manufacturer's warranty expires.

     

  • It covers all mechanical and electrical components as per manufacturer's warranty.
  • It covers both parts and labour.
  • It excludes normal wear and tear.
  • It is underwritten by Vero Insurance Limited.
  •  

    10.2 What does it Cost?

    The cost of the extended warranty is just 10% of the purchase price - for example, if the product you are purchasing costs $499.00, the cost of the extended warranty will be $49.90. This can be paid as a simple one-off payment or it can be built into any finance arrangement - making it easy and affordable.

    10.3 What Products Qualify?

    Extended warranty is generally offered on appliances and white and brown goods over $250.00.

    10.4 How do I make a Claim?

    If you need to make an extended warranty claim, simply phone 0800 800 016 for directions to one of the authorised repairers.

    Simply quote your name and policy number which will be on the Warranty document that you will have received in the mail from Vero Insurance.

    Vero's Claims Services Department will issue an order number for repairs to be undertaken and direct you to an authorised repairer.

    10.5 What is Covered with an Extended Warranty?

    All mechanical and electrical fauts are covered for parts and labour.

    The extended warranty protects your goods for two years after the manufacturer's warranty expires.

    10.6 Sum Insured

    The maximum amount payable in respect of any one failure or series of failures shall not exceed the current purchase price of the product (or its equivalent).

    10.7 What is Not Covered?

     

  • Problems or defects not covered under the original manufacturer's primary written warranty
  • Routine maintenance, cleaning, lubrication, adjustments or alignments
  • Non-electronic, non-mechanical, non-electrical or consumable parts, tapes, software
  • Consequential loss or damage of any type watsoever
  • Reception and transmission problems resulting from external causes
  • Faults in any wiring, or electrical connection which is not part of the product
  • Batteries, internal or external to the product
  • Fair wear and tear
  • Industrial use
  • Any negligence or other failure by the insured to maintain the product
  • Products not located in New Zealand
  • The warranty is not transferable
  •  

    10.8 I need a spare part for a product I purchased at The Warehouse

    Spare parts can be ordered for you through your local store. Please return to your local store with your receipt, or full product information and one of our Customer Service staff can discuss the options with you.

     

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    11 Laybys

     

    11.1 What are your Terms & Conditions relating to Laybys in store? (laybys are not available online)


    Below are the Terms and Conditions for creating a Layby with The Warehouse:

     

  • Layby value must be $50 or over
  • 20% deposit is required at the time the Layby is created
  • The Layby is to be paid off over a three month period with regular payments
  • Layby payments can only be made at the store the layby was created
  • Some products cannot be placed on layby. These products include, but are not limited to:
        perishable products / food / chemical product
        products which are end of line, seasonal, clearance or discontinued
        products which have low price points which include $0.97 or $0.98
        products which are deemed to be too large or too heavy to be safely moved and stored
        some furniture items (you will need to clarify with your local store as to which furniture may or may not be placed on layby)
  •  

    Each individual store has a slightly different in store policy dependent on space and product availability.
    Please see your local store for more information.

    The Warehouse does offer an alternative to Layby - Finance. This is administered by Gilrose Finance. If there is an item you wish to purchase and it cannot be placed on layby, you may be able to look into the finance option. Layby and Finance are not available for Red Alert products.

    An extended warranty protects the customer's goods against breakdown or two years after the manufacturer's warranty expires.

     

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    12 Cards & Insurance

    12.1 I have a query about my MasterCard

    If your query relates to card features, balance transfer, card fees, card benefits or card comparisons, click here. If your query relates to your online account, viewing transactions and statement information, managing your Rewards MasterCard points or updating your contact details, click here.

    12.2 I have a query about my Red Card.

    Click here.

    12.3 How do I contact Financial Services about my card?

    You can call us on 0800 887 887 or email us at financial.services@thewarehouse.co.nz. Please ensure you include your 12-digit account number.

    12.4 I have a question about Credit Card Repayment Insurance.

    Please contact us on 0800 887 887 within NZ or +64 9 914 6170 from overseas. We are available 7 days a week.

    12.5 I have a question about Life Insurance.

    Please contact us on 0800 768 894 or visit our website.

    12.6 What countries do you cover for your travel insurance?

    We cover worldwide excluding the Atlantic.  Click here for more information on destinations we cover and the prices.

    12.7 Can I buy travel insurance online?

    Yes, click here to buy travel insurance online.

    12.8 Who do I contact for travel insurance emergency assistance or to make a claim?

    Please contact us on the numbers below:
    Within NZ – 0800 694 777
    Australia – 1800 047 648
    All other countries - +64 9 969 5550

     

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    13 Finance Agreements/HP

    13.1 I would like to apply for finance

    You can do this in any of our stores or online and for any purchases over $249.

    13.2 I would like to contact Marble Finance

    Please phone 0800 MARBLE (0800 627 253) or email us at customer@marblefinance.co.nz.

    13.3 I already have finance (before 29 October 2014) and would like to discuss my existing agreement.

    Please phone Gilrose Finance on 0508 445 767 or 09 478 7790.

     

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    14 Christmas Club

    14.1 I have lost my Christmas Club Card. Can I have a replacement?

    We are able to cancel your lost / stolen Christmas Club Card and transfer the balance to a replacement card for you. All you need to do is drop into your local store of The Warehouse with a form of Photo ID. A staff member at the store will confirm your identity and call through to the Customer Care Team to arrange a replacement.

    14.2 What is the balance on my Christmas Club Card?

    Drop into your local store of The Warehouse and one of our Customer Service Staff members will be able to give you your balance.

    14.3 How can I use my Christmas Club Card?

    Simply top up your Christmas Club Card at the checkout whenever you shop at The Warehouse to make this year a hassle free Christmas. You can redeem the balance of your card in the month of December and you will receive a 5% discount on all items purchased with the balance of your card.

    14.4 Topping up your Christmas club Card from your Bank Account

    You can now top your Warehouse Christmas Club Card direct from your bank account, using direct debit, automatic payment or bill payment via internet banking. Simply pick up a Direct Debit form in store available at the checkouts. Just ask the checkout operator to activate it for you - this will require a minimum deposit of $5 - which will then be your opening balance on your card.

    Automatic Payment or Bill Payment will need to be set up with your bank either online or at your bank. If you choose to top up your account using automatic payment or bill payment you need to provide us with the following information. There are three fields to complete:

    Particulars         Enter your surname and first initial
    Code                Enter your phone number including the area code
    Reference         Enter the last 8 digits of your Christmas club card barcode as it appears on the back of your Christmas club card - include numbers and letters and use block letters. Christmas club bank account number is 03 0104 0186858 000

    14.5 Important Points About Topping up Direct from your Bank Account

    • The minimum top up amount is $2
    • The last date that we will receive electronic top ups into your Christmas Club card each year is 7 working days before the end of November. Top ups will resume again every January for the following Christmas.
    • If you have set up an automatic payment of bill payment for the month of December or for the 7 working days before the end of November the funds cannot be spent in that December, but will be held over until the following December.

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    15 Bulk Ordering

    15.1 I would like to make a bulk order

    To order stock in large quantities please contact our Customer Service Centre.  You will need to advise the quantity required and an approximate date you need the products. Please note it is not always possible to order products in large quantities as there are various factors that need to be taken into consideration such as stock availability, legal restrictions, etc.  Products order in bulk must not be onsold.

     

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    16 WINZ Quote

    16.1 I need a quote / WINZ quote for Warehouse products

    Contact your local store to obtain a quote. You will need to select the items you wish to be quoted on and the quote will be printed at the till which will show the total cost of the quantity you require.

     

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    17 Investor Queries

    17.1 Investor query

    To view our Company Reports please click here. These are fully downloadable and printable for your convenience.

     

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    18 Mailer

    18.1 I haven’t received my mailer / I have found a large quantity of dumped mailers

    Contact Reach Media on 0800 732 2487.

    18.2 I would like to model in The Warehouse catalogue, what do I need to do?

    To become a model in the catalogue you need to send a colour photo of full length and face shot along with clothing size, shoe size, height, availability, any relevant experience and contact details to 26 The Warehouse Way, Northcote, attention Photography.

     

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    19 Supplier Request

    19.1 How can I become a supplier?

    All relevant information about becoming a supplier can be found in the Suppliers section of our website. Please click here to go to the Suppliers section. Our Terms of Trade and other relevant information will be available for you there.

     

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    20 School Projects

    20.1 Can you give me company information for my school project / study?

    We would love to assist you with your enquiries, however due to the large volume of requests we receive, we are unable to answer every individual request. To help with requests of this nature, we post company information on our website. To view our company reports please click here. These are fully downloadable and printable for your convenience.

     

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    21 China / Ethical Purchasing

    21.1 What is your policy on ethical purchasing?

    For The Warehouse, business sustainability means that along with our financial objectives, we also seek to monitor and improve our social and environmental impacts. The Warehouse first publicly identified factory working conditions as an issue of ethical interest to us and our customers in 2001. We have been progressively increasing our activity since.

    The core of the assessment process is our factory compliance assessment tool. There are approximately 100 checkpoints in the tool and these are answered with information from documents provided by factory management, management and worker interviews and factory and dormitory inspections. The assessment typically takes one day to complete and covers five main compliance sectors: the factory’s policies, actual remuneration and payroll practice, health and safety, environment, and dormitory standards.

    The tool generates an overall compliance rating for the factory and identifies any critical failure points. Critical failure points are mandatory standards which must be achieved within an agreed timeframe. To become or remain an accredited supplier to The Warehouse, the factory must pass all critical standards.

    Those standards are listed within our annual report, and the list includes standards around minimum pay and maximum working hours.

     

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