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 place.

2. Order dispatch email, you will receive this as soon as your items have arrived 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 provide the best experience for you and to ensure there is no delay in dispatching your current season item we do not allow online orders 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 full 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.

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.

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.

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.

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.

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 view our Duvet and Pillow buying guide.

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

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.

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.

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 card as we do not refund purchases with cash.

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’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.

International (excluding UK & Europe) – Wednesday 14th December

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