FAQ

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.

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 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.

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.

Any in-store or online purchases made between 01/12/20 and 25/12/20 can be returned up until 31/01/21.

Our full returns policy can be found here.

To help ensure your holiday gifts and bed linen essentials arrive before December 25th, please take note of the below order deadlines.

New Zealand (North & South Island) – Monday 21st December

New Zealand Click & Collect – Monday 21st December

Australia – Monday 14th December

International (excluding UK & Europe) – Monday 7th December

Please allow an extra two working days for rural delivery addresses.

Please note we cannot guarantee delivery times as these are managed via our delivery partners, rest assured that we are processing all orders as quickly as possible in our dispatch centre during this peak time.

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

From 2pm Thursday 24th December, reopening 8am Tuesday 29th December

From 2pm Thursday 31st December, reopening 8am Tuesday 5th January

Store holiday hours can be viewed here.