FAQ

Please note our Customer Service and Dispatch centres are closed over the following public holiday.

• Saturday 24th to Monday 26th April.

Our team will be back from Tuesday 27th April to respond to your requests and dispatch online orders.

Store trading hours can be viewed here.

Make sure you are logged into your account or if you haven’t shopped with us before, create a new one.

Click here to create an account

Once logged in, you will see the Gift Card option at the top middle of the checkout page where you can then insert your gift card number and click apply.

If the balance on the Gift Card is less than the amount to be paid, you can pay the remaining balance via our other payment options to complete purchase.

Click here to purchase a gift card.

Both physical and digital Gift Cards can be redeemed online and in-store

The Gift Card purchaser does not receive loyalty points, the redeemer receives the points.

Gift Cards may not be returned, redeemed for cash, or used toward the purchase of another Gift Card.

Gift Cards will expire 12 months from the date of purchase and any outstanding balance is forfeited.

To purchase a Gift Card outside of New Zealand, please change your region (note you will be charged in recipient region currency). You can do this using the region switcher in the footer below.

Click here or go to ‘my account’ (top right corner next to checkout trolley) and find ‘my gift cards’ indexed on the left side of the screen.

Enter in your Gift Card number and find all balance details

Yes, you can, log into your account and click on ‘my details’ on the top right corner and you will see your store credit loaded. You will then have the option of using it when you reach the checkout section.

New Zealand: 0800 222 122

If you are calling from outside New Zealand please phone us on +64 9 480 8575

Log into your account and click on ‘my details’ on the top right corner. Here you can see your rewards credit status which is the amount needed to be spent to receive your $50 credit.

You can contact us via the chat service on our website (please note, this service only operates during standard work hours) or call us on 0800 222 122 and we can manually reset or change your password for you.

Whenever an order has been processed successfully you should receive at least 2 emails; an order confirmation (including your invoice) and a dispatch notification. If you have not received these emails, a couple of things may have happened:

• The emails may have ended up in your spam folder
• The emails may have been stopped by the spam filter from your email provider
• Your email address may have been entered incorrectly
• The order or the transaction may have failed, thus not completing the order

Please check your spam folder first. Check your bank account to see if a payment was made, but please be aware that this may not be a real-time accurate overview, depending on the payment method you've used.

You are also able to view all of your relevant customer information including invoices and latest transactions when you are signed-in and click on 'My Details' located top right corner.

Feel free to contact our customer service team for any further assistance or confirmation on your order. 0800 222 122

We love our laundry bags as much as our customers do, but unfortunately, we can only provide them on full-priced items.

No loyalty points are awarded for purchases of Starship products, furniture, sale or discounted items.

Rewards expire after 12 months after date of issue.

Please note for hygiene reasons we cannot accept returns or exchanges on duvet inners, pillow inners and mattress toppers, so please choose carefully.

Wallace Cotton Returns

60 Apollo Drive

Albany Auckland 0632

New Zealand

Click here to download a copy of our returns form.

Fill out the details on the returns form (on the back of your invoice), including whether you would like a refund or an exchange. Click here to download a copy of our returns form.

We understand the importance of choosing the right item to make your home warm & cosy, so our policy lets you bring back any Wallace Cotton product in its original condition for an exchange or full refund in the same manner that you paid within 30 days with proof of purchase if you are not 100% satisfied.

We understand the importance of choosing the right item to make your home warm & cosy, so our policy lets you bring back any Wallace Cotton product in its original condition for an exchange or full refund in the same manner that you paid within 30 days with proof of purchase if you are not 100% satisfied.

Please note: There are no returns or refunds on sale items. There are no refunds on samples or seconds purchased from our Outlet Store. For hygiene reasons there is no return or exchange on down and feather products.

Yes you can. Our shop assistants can refund or exchange your online purchase. Have your account details or invoice number handy as proof of purchase for a quick exchange.

We understand the importance of choosing the right item to make your home warm & cosy, so our policy lets you bring back any Wallace Cotton product in its original condition for an exchange or full refund in the same manner that you paid within 30 days with proof of purchase if you are not 100% satisfied.

All furniture pieces sold are a final sale and cannot be returned for a refund or credit for change of mind, so please choose carefully. In the instance that your item is faulty please contact our Customer Service team directly to discuss further.

How to use Afterpay online?

Simply select Afterpay at checkout and you will be redirected to their site to confirm your purchase. After this, you will automatically return to our site and your order will be processed. Please be patient when you get redirected back and do not refresh the page until the order has gone through successfully.

You will receive a confirmation from Afterpay, separately to the Wallace Cotton confirmation, and you will be able to keep an eye on your payment schedule directly via the Afterpay website.

How to use Afterpay in-store?

Afterpay is available in-store at all our locations around New Zealand

The Afterpay in-store process starts from your mobile phone and takes under 2 minutes to create an account. If you are already an Afterpay customer, simply download the App and sign in.

How does Afterpay refunds work?

If you placed your order using Afterpay, when we process a refund for that order, we notify Afterpay of the amounts to be refunded, which is then processed on their end. The refund amounts are taken off the last payments first. If at least one payment has been made in relation to your purchase, and the refunded amount is greater than the amount outstanding, the difference between these amounts will be refunded to the credit/debit card that is linked to your Afterpay account.

Click here for more information regarding Afterpay refunds.

We accept the following credit cards: Visa, MasterCard.

We also accept American Express cards from New Zealand customers.
Cards are processed by our secure online payment provider, DPS.

Please submit payment to one of the following accounts, and put your name and/or order number as reference:

New Zealand: BNZ 020278 0217909 000
Australia: BSB 08-2001 Acct # 799691489 Swift NATAAU3302S

How to Use Laybuy:

1. Simply select Pay by Laybuy at checkout.
2. Returning customers only need to confirm the order to complete the purchase.
3. New customers can sign up at checkout and start using Laybuy today.
4. Your order is processed immediately and your payment schedule is established.
5. Only a sixth is due today and the rest is split over 5 weekly automatic payments on the day of the original purchase.

Yes, our friendly in store teams are able to place your furniture order for you at the counter in store. Please ask our team for assistance when visiting.

All furniture pieces sold are a final sale and cannot be returned for a refund or credit for change of mind, so please choose carefully. In the instance that your item is faulty please contact our Customer Service team directly to discuss further.

We currently do not hold display pieces in all of our stores. Please contact our Customer Service team directly to arrange a potential viewing.

From dispatch please expect your order to take 7-10 working days for delivery.

Please note that some furniture items are shipped directly from our furniture wholesale partners.

All furniture items require signature upon delivery and request that any faults or damages are raised with our Customer Service team with 24 hours.

As furniture items vary in sizing, different shipping costs are incurred. Pricing is listed on the individual product pages and also summarised below.

Medium Oversize (Chairs + Bedside Tables) - North Island $30

Medium Oversize (Chairs + Bedside Tables) - South Island $45

Large Oversize (Headboards + Screens + Drawers) - North Island $85

Large Oversize (Headboards + Screens + Drawers) - South Island $100

Note rural deliveries may incur an extra delivery fee in addition to the above.

Please note that our complimentary shipping for orders over $100 cannot be applied to furniture purchases.

Furniture can only be purchased and shipped within New Zealand.

There is limited availability per piece so our stock levels are constantly adjusting to display accurate levels. If an item is unavailable at the time of your search, please check for the listed expected re-stock date on the product page or contact our Customer Service team directly for more information.

Someone from our Customer Service team will contact you directly after receiving your order to confirm delivery, and charge the furniture delivery fee. If you have not heard from us within 1-2 days of placing your online order please contact us directly.

Please note that unfortunately there are no loyalty points awarded on furniture purchases.

Our Downtime bedding is made from trusted suppliers who have Downpass certification. This certification shows that they are regularly audited and inspected throughout their supply chain to ensure all feather and down material is of good quality and is collected ethically. Click here to view our Duvet and Pillow buying guide.

It’s so important to us that our products are made using environmentally friendly methods, which is why we look for OEKO TEX certified suppliers* and prefer to use organic cotton, produced free from harmful pesticides. We also visit our suppliers regularly to ensure our high expectations of health and safety in the workplace are met.

*OEKO TEX is a consistent worldwide certification system for the textile industry. Certified manufacturers must adhere to environmentally friendly production methods, without the use of banned colourants or harmful chemicals and with consideration for the recycling and thoughtful dispersal of water, among other factors.

Modal is a wonderfully soft breathable fabric made by turning Beech tree wood pulp into a strong yet soft closed loop cellulose fibre.

The pulp is a bi-product of regenerative & renewable Beech trees which makes Modal completely biodegradable. The resulting fabric is wonderfully strong yet twice as soft as cotton.

Modal is perfect for sleepwear, being beautifully light and soft next to your skin.

It has a smooth surface which drapes and flows around your body beautifully. Modal has natural breathability with 50% more moisture absorption than cotton so you can sleep comfortably.

It is not prone to wrinkling or pilling, & performs well in the laundry, & as our garments are pre-washed shrinkage should be minimal.

Some of our sleepwear range is Modal and some is 100% Cotton At Wallace Cotton, we love using modal by adding our seasonal prints to make sleepwear which is far too beautiful to hide under the sheets!

We offer FREE shipping on all orders over $100. (NZ and Australia only. Excludes furniture & over-sized items)

Orders are processed according to the country for delivery.

Please note: New Zealand orders are processed in NZ dollars, Australian orders in AUS dollars and International orders in US dollars.

Our standard delivery fee is NZ$8.

Your order will be delivered via courier.

Please allow 3-5 working days for delivery.

All orders can be delivered to rural addresses and PO Boxes.

We offer FREE shipping on all orders over $100.

All orders will be delivered using NZ Post to the address in your order. You'll receive an email with your order number and parcel tracking information when your order has been sent. You can track your parcel on the NZ Post website.

Our standard delivery fee is AU$10.

Prices are not a direct currency conversion as a portion of the courier cost is allowed for in the product price.

Standard delivery times using Australia Post are as follows:

NSW, QLD, ACT: 2-6 business days
VIC, WA: 3-6 business days
SA, TAS: 4-9 business days
NT: 5-9 business days

Any additional customs clearance fee’s, duty or taxes are payable by the receiver.

Shipments over NZD1000 require a formal export entry which costs $36.50
They then require an import customs clearance if sales are over AUD1000 which is billed back to you for a charge of $185.00

For PO BOX addresses, delivery will be made by Australia Post and may take up to 10 working days.

All products are charged in US Dollars at the prices shown on this website. This includes orders being placed in New Zealand but are being sent internationally.

Delivery fee is US$15 per order and will be delivered by your local postal network.

Please note that orders may incur import charges, duty and tax, to be paid by the recipient in the country of delivery.

Please note contact-less click & collect is available from our Auckland stores during Level 3 from 9am to 1pm. Our friendly team have pick up stations set up at the entrance to the store, and will be available via phone to assist with any queries or to place direct phone orders for collection.

You can choose to have your order delivered to your nearest Wallace Cotton store for collection.

When should your order arrive instore for pickup?

All orders will be ready for pick up within 1-3 business days from when the order was first placed.

Collection of order:
You will receive either a phone call or a text once your order has reached the desired store to confirm that it is ready to be collected.

Please provide your order confirmation email upon pickup.

Click here to view our Furniture FAQ.

Our pick and packing system is quick and efficient but as it is automated please make sure you have selected the right address before payment is made. If you act quickly, you can redirect your parcel delivery to another address as long as it hasn't left the depot with NZ Posts 'Manage my Parcel' service. Click the link here to redirect your parcel.

Yes, you can call any of our stores and purchase over the phone with your credit card. Shipping is free with orders over $100. You can find our store contact details.

If you have more than one product in your order they may be sent in separate parcels if they have been sourced from our warehouse or from one of our store locations. Our online customers can purchase all available stock in our system however some items may only be available in one of our stores and sold out elsewhere. There is no extra delivery charge for different items being delivered at different times.