FAQ

On all pre-order product pages we list an estimated arrival date, this is specific for each individual pre-order product and is also communicated in your pre-order confirmation email.

No, at this stage pre-order is only available online.

You can expect to receive two emails from us in regards to your pre-order.

1. Pre-order confirmation email: You will receive this as soon as your order is placed.

2. Order dispatch email: You will receive this as soon as your items have arrived into our warehouse and have been dispatched by our team.

Please contact us with your order number if you would like an update on your pre-order status.

To ensure there is no delay in dispatching your current season item, we do not permit our online shopping cart to mix pre-order and current season products at checkout.

To ensure there is no delay in dispatching your orders we do not permit our online shopping cart to add multiple different pre-order items at checkout.

Yes! If you are ordering multiples of the same pre-order style you can process through our checkout.

No worries at all, please contact us with your order number and our team will be able to process a refund for you.

Yes, we require 100% payment at the time of purchase for all pre-order products.

Our returns online returns policy remains the same for pre-order items, read more here.

No. Our cotton laundry bags are complimentary with full priced purchases only.

We’re happy to accept exchanges/returns for unwanted Christmas gifts up until the end of January 2023. Proof of purchase must be provided (i.e. exchange receipt, till receipt, or via the loyalty programme of the person who purchased the gift) and the returned items need to be in resalable condition. We are not able to refund a Christmas gift unless it’s returned by the purchaser.

We recommend ordering as early as possible this year to ensure your gifts and summer essentials arrive in time. The below delivery cut-offs have been recommended by NZ Post, however please note that these are not guaranteed. Rest assured that our team are processing all orders as quickly as possible during this peak time.

Auckland & North Island – Wednesday 21st December

South Island - Monday 19th December

Please note that these order deadlines apply to New Zealand only.

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

Click here to create an account

Once signed 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 for someone 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, sign 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 checkout.

Need some help with your account? Please call our friendly team on the numbers below during normal business hours.

New Zealand: 0800 222 122

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

Sign into your account and click on ‘my details’ at 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 with the purchase of 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.

Items purchased instore or online during a 20% off sale are eligible for a full refund, an exchange to items of equivalent value or a store credit.

PLEASE NOTE:

• Returns must be made to us in original condition with packaging intact and within 30 days of original purchase.
• You must provide proof of purchase with an original Wallace Cotton receipt, through your purchase being recorded in our loyalty programme or provide a relevant bank statement.
• Where the exchange of a product is less than you originally paid, a store credit will be issued to you for the difference. You will have 12 months to use the store credit.
• Refunds will be issued to your credit, debit or eftpos card as we do not refund purchases with cash.

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

2-4 Parkway Drive

Rosedale

Auckland 0632

Click here to download a copy of our returns form.

We understand the importance of choosing the perfect pieces to create a beautiful and comfortable home. If the item you purchased wasn’t right once you received your delivery, we can help you with our straightforward returns and exchange policy.

Most online purchases made through our Wallace Cotton website, including 20% off storewide sale and promotion products are eligible for a full refund.

Outlet items, items purchased from the Sale page of our website or permanently marked down products are not eligible for a refund. These items can be exchanged for products of an equivalent value or returned for a store credit only.

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.

PLEASE NOTE:

• Returns must be made to us in original condition with packaging intact and within 30 days of receipt.
• Online purchases can be returned by mail using our returns form or taken to one of our stores.
• Refunds will be issued to your credit, debit or eftpos card as we do not refund purchases with cash.

We understand the importance of choosing the perfect pieces to create a beautiful and comfortable home. If the item you purchased wasn’t right once you got it home, we can help you with our straightforward returns and exchange policy.

• Returns must be made to us in original condition with packaging intact and within 30 days of original purchase.
• You must provide proof of purchase with an original Wallace Cotton receipt, through your purchase being recorded in our loyalty programme or provide a relevant bank statement.
• Refunds will be issued to your credit, debit or eftpos card as we do not refund purchases with cash.
• Where the exchange of a product is less than you originally paid, a store credit will be issued to you for the difference. You will have 12 months to use the store credit.

REFUND AND EXCHANGE CLARIFICATIONS

Products purchased instore at permanently marked down prices and from our Outlet Store

There are no refunds on items purchased instore that have been permanently marked down, eg: clearance items or product purchased from our outlet store. These products can be exchanged for another item, if returned in original condition with all packaging and proof of purchase. Store credit can also be offered.

Products purchased instore during a promotion period

From time to time, we have promotions where our products may be sold at a reduced price for a limited time, eg: 20% off storewide sale. Items purchased instore during these promotions can be returned for a full refund, exchange or store credit if the products are returned unused and in a re-saleable condition.

Duvet Inners, Mattress Toppers and Pillows

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

Faulty Items

Faulty items will be exchanged or refunded within a reasonable timeframe, with proof of purchase as above.

Yes you can. Our friendly retail teams 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 perfect pieces to create a beautiful and comfortable home. If the item you purchased wasn’t right once you received your delivery, we can help you with our straightforward returns and exchange policy.

• Returns must be made to us in original condition with packaging intact and within 30 days of original purchase.
• You must provide proof of purchase with an original Wallace Cotton receipt, through your purchase being recorded in our loyalty programme or provide a relevant bank statement.
• Refunds will be issued to your credit, debit or eftpos card as we do not refund purchases with cash.
• Where the exchange of a product is less than you originally paid, a store credit will be issued to you for the difference. You will have 12 months to use the store credit.

*Outlet, permanently marked down products or products purchased from the ‘Sale’ page on our website are eligible for an exchange or a store credit but not a full refund.

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'll 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 do Afterpay refunds work?

If you placed your order using Afterpay, when we process a refund for that order, we notify Afterpay of the amount to be refunded, which is then processed by Afterpay. The refund amount is 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.

How to Use LayBuy:

1. For online shopping, simply select Pay by LayBuy at checkout and follow instructions from there.
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 straight away.
4. Your order is processed immediately and your payment schedule is established.
5. One sixth of the total purchase value is paid at point of sale. The balance is split over 5 further weekly automatic payments from the date of original purchase.

LayBuy is available to use in our retail stores too. Our friendly team can help you complete your purchase using LayBuy.

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. We request that any faults or damages are raised with our Customer Service team within 24 hours from receipt of furniture delivery.

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: our complimentary shipping for orders over $100 does not apply to furniture purchases. Furniture can only be purchased and shipped within New Zealand.

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.

We have limited availability on our furniture pieces 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.

No loyalty points are awarded for the purchase of furniture pieces.

Yes they are. Our Downtime bedding is made by carefully chosen suppliers who have been awarded the internationally recognised Downpass certification. This certification guarantees that our suppliers processes and supply chain are regularly audited and inspected. This ensures that all feather and down material is collected ethically as a bi-product, is thoroughly cleaned and of good quality to meet our rigorous standards and expectations.

Click here to read our helpful Duvet and Pillow Inner Buying Guide to discover the right bedding for you and your family.

Yes it is. We believe in using the finest natural fabrics from renewable sources. Where possible, we choose organic cotton for our bed linen and sleepwear collections. Organic cotton is produced free from pesticides, insecticides, herbicides and genetic modification, which minimises impact on the environment. This also contributes to a safer environment for the people who work with cotton crops, the local wildlife and their ecosystems.

We collaborate with a handful of carefully chosen suppliers who carry the OEKO-TEX* Standard 100 certification and Global Organic Textile Standard certification (GOTS)**. These organisations oversee the production process to ensure a more transparent and accountable supply chain. And this means we are working with suppliers whose ethical and sustainable principles align with our own.

*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.

**GOTS is the Global Organic Textile Standard and has a clearly defined set of transparent criteria. GOTS is the worldwide leading textile processing standard for organic fibres, including ecological and social criteria, backed up by independent certification of the entire textile supply chain. GOTS certified final products may include fibre products, yarns, fabrics, clothes and home textiles. Having one common standard means textile processors and manufacturers can export their fabrics and garments with one organic certification that is accepted in all major markets. This transparency also gives consumers the power to choose truly organic products sourced from green supply chains.

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 and renewable Beech trees which makes Modal completely biodegradable. The resulting fabric is strong yet twice as soft as cotton.

Modal is a beautiful fabric for sleeping in comfort, being lightweight, breathable and soft against your skin. It has a smooth surface which drapes and flows and is not prone to pilling. Modal performs well in the laundry and as our garments are pre-washed, shrinkage should be minimal.

We use Modal, Organic Cotton and Cotton fabrics for our sleepwear collections. Discover versatile sleepwear pieces to love, enjoy and gift made from Modal and 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.

Collection of order

You will receive an email once your order is ready for collection. Please wait until you have received this communication before popping into store as your item(s) may not be on site.

Please provide your order confirmation email upon pickup.

When should your order arrive instore for pickup?

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

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

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.