Frequently Asked Questions
Q. How safe is shopping on pkfurniture.co.nz?
It is vitally important to PK Furniture that you can give us your personal and payment details over the internet in complete confidence. That’s why we have invested in the most advanced site security available. It provides all the protection and assurance you need to make any transactions or give personal information privately and securely.
Q. Is what you have on your website your entire range?
We have a selected range of furniture available to purchase online. Please visit your nearest PK Furniture store to view our additional ranges.
Q. What warranty terms come with your products?
Please check the warranty terms on our website.
Q. How can I track the status of my online order?
As a PK Furniture online member, you can log in and check the status of your order online via My Account. To register as a member, please go to Create An Account and follow the instructions. You can also e-mail us at firstname.lastname@example.org or call us on 09 394 7562 for further assistance.
Q. What if my order is late?
You can select a preferred delivery date when placing an order. If the delivery is delayed for any reason, we will let you know as soon as possible. If you have any queries on the status of delivery, please e-mail us or call us on 09 394 7562 for further assistance.
Q. What are your delivery options and charges?
You can Click and Collect your orders from our PK Furniture store or Distribution Centre. We are also happy to arrange delivery to your nominated address at a time that is convenient for you. Delivery cost starts at $95 (including GST) and increases depending on distance from your nearest store.
Q. Where do you deliver?
Please check the shipping page on our website.
Q. Where can I view assembly instructions?
The assembly instructions are included in the package.
Q. What happens if I am out when you deliver?
As we do not wish to leave your furniture unattended, your items will be returned to our Distribution Centre or the nearest PK Furniture store. Our customer service team will contact you to arrange another delivery and additional charges may apply.
Q. Can I select a day or time for delivery?
You can select a preferred delivery date when placing an order. Our customer service team will contact you to confirm the delivery date. However, you cannot choose a specific time for delivery. Our delivery contractor will contact you prior to the delivery to arrange the best time for delivery.
Q. Can I order online at PK Furniture website and collect from store?
Yes, you can. When purchasing online, you can choose the option to pick up your order from our PK Furniture store. It is quick, convenient and free of charge. Simply select the ‘Pick up in store’ option and choose your preferred location. When the payment is completed, we will send the tax invoice to you via email, and your order to the nominated store. Once the store has received and prepared your order, you will receive notification from us advising that your order is ready to be collected.
Q. Do you deliver overseas?
Not at this stage. However, if you wish, you can nominate your own shipper, and we can deliver to their NZ address, or they can collect from our Distribution Centre.
Q. How do I pay for my Goods?
When you place an order online, you need to select your preferred payment method towards the end of the transaction. Simply follow the instruction on screen until the process is completed.
We accept all major credit and debit cards including MasterCard and Visa.
Once the payment is confirmed and accepted, we will process your order and send you the tax invoice via email.
Q. Can I just pay a deposit?
Sorry, we only take full payment for web orders.
Cancellations and Refunds
Q. What if I wish to cancel my order before delivery? (Refunds, Returns, and Exchanges. * For online purchases)
If the goods have not been delivered, we are happy to accept your cancellation. All you need to do is to call 09 394 7562 or e-mail us your details. Once we acknowledge receipt of your cancellation, you will receive the full refund by the same method as your original payment. A cancellation notice, together with your receipt will be sent to you via email.
We regret we are unable to accept the cancellation of the order if the product is customized or made to order, unless you have the right to reject the product under the Consumer Guarantees Act 1993.
Returns and Exchanges
Q. What if I don’t like it after it’s been delivered? (Refunds, Returns, and Exchanges. * For online purchases )
PK Furniture wants you to love your new furniture. If you find it doesn't fit (or doesn’t match) contact us as soon as possible.
If the goods have not been delivered, we will happily exchange for goods of equivalent value at no charge.
If the goods have been delivered and you contact us within 30 days of delivery, we will happily exchange your goods for goods of equivalent value. Unless you are returning a product in accordance with your rights under the Consumer Guarantees Act 1993, you will be responsible for all transportation costs, but we will do all we can to minimize those costs. If you would prefer a refund, we will arrange this for you, less the cost of delivery and pick up. Our 30-day Satisfaction Guarantee applies only to purchases made on our website to ensure you can buy confidently. For purchases made from one of our stores, please contact the store you purchased from.
And please remember, exchanges or returns are only available where the product is returned in a like new condition or when you have rights to an exchange or return under the Consumer Guarantees Act 1993. Subject to the Consumer Guarantees Act, products that have scratches, stains, damages, drilling or any other modifications will not be returnable.
Q. What do I do if my furniture arrives damaged? (Refunds, Returns, and Exchanges.)
We endeavour to deliver all our furniture to our customers in good condition. To do so, we have requested from our suppliers our packaging and shipping requirements so the products can arrive safely. We are constantly looking for ways to improve these standards.
It is disappointing for you and also for us when occasionally things go wrong. If your order has arrived damaged, you have the rights to the following options:
Reject the goods
- Our delivery contractors will complete an Incident Report immediately and ask you to sign on it.
- The Incident Report form will then be returned to the head office. It will be logged against your order number. Our customer service team will contact you within 48 hours to arrange a second delivery for you. If the damage amounts to a failure of a substantial character under the Consumer Guarantees Act 1993, you can also choose to receive a refund.
Keep the goods
- Please email us or call 09 394 7562.The PK Furniture customer service team will complete an incident report form (if appropriate) to record the problem. They will also ask you to take photographs to accompany the paperwork.
- The Incident Report form will be logged against your order number, and assessed for necessary further action.
- Our Customer service team will then contact you within 48 hours to arrange a technician to visit and repair the furniture to manufacturing standards, generally within 7 days. If he/she is unable to resolve the matter on the first visit and parts are required, we will endeavour to source them as quickly as possible.
- In the event that a repair cannot be made, we will replace the furniture, or give a full refund including any delivery charges (where applicable). The goods that are deemed faulty will be returned back to PK Furniture, and must be in our possession before monies are refunded.
- Alternatively, you may elect to retain the damaged goods and obtain a reduction in the value of these goods agreed upon with the company.
Q. What happens if I receive an incorrect item?
If you receive an incorrect item on your order, please email us or call 09 394 7562 immediately and we will organize for the correct item to be delivered to you as soon as possible at no cost. Whilst we will endeavour to replace the item as quickly as possible, occasionally delivery times for incorrectly shipped items may be adversely affected by stock availability.
Q. What happens if an item is missing from my order?
In the case that we have missed an item from your order, please email us or call 09 394 7562 and we will arrange delivery of the missing item to you as soon as possible. Whilst we will endeavour to replace the item as quickly as possible, occasionally delivery times for missing items may be adversely affected by stock availability.
Q. What is your return policy?
PK Furniture aims to make your online purchasing experience as easy as possible. We have a 30 Day Satisfaction Guarantee. The 30-day Satisfaction Guarantee applies only to purchases made on our website to ensure you can buy confidently. For purchases made from one of our stores, please contact the store you purchased from. The Consumer Guarantees Act 1993 also gives you the right to return products in some circumstances. If for any reason you are not completely satisfied with any products you have purchased, please review Refunds, Returns, and Exchanges or contact us.
Q. What is your refund policy for instore purchases?
We do not have to provide a refund if you have changed your mind about your purchase, so please choose carefully.
However, if you are not fully satisfied with your purchase, please contact us as soon as possible to discuss your concerns. We may, at our discretion and only if the goods are in saleable condition, either exchange your purchase or accept your purchase back, whereby a credit will be issued for use against future purchases. Freight and associated costs of all product exchanges or returns will be met by the customer.
Goods specially ordered in or custom made are non-returnable.
If the goods are faulty, we will meet our obligations under the Consumer Guarantees Act to provide a remedy.
Refunds will be issued at the discretion of PK Furniture.
Refunds will normally be processed within seven to ten (7-10) business days.
*THERE WILL BE NO CASH REFUND. All refund over $500 will be refunded by internet transfer into the provided account through email.
Please email us to inform your refund details including invoice number, item(s) to be refunded, account name and number to receive the refund.
Refund less than $500 can be processed on bank card in store over the counter.
Q. What do I do if I have a complaint with an online order?
Our continued success depends entirely on our customers’ satisfaction with our service, and on the quality and reliability of the products we sell.
Please do not hesitate to e-mail us or call us on 09 394 7562 for any assistance.
Q. What is Leather Gel?
It is just like Bonded Leather, however, claims to have been perfected and has a better wearability factor and higher rub test. A leather-like product constructed of leather scraps that have been melted into a gel called Leather Gel, the fabric features a “breathable” backing, giving it the look and feel of high-end Italian leather.
Q. What is Bonded Leather?
It is not real leather, it is a man-made material consisting of 10-25 % ground up or reconstituted leather and used as a backing. A layer of PU or polyurethane which is basically plastic and fiber is added to the top and embossed with grain to mimic real leather.
Q. What is Microfibre Fabric?
Microfibre fabric is comfortable and easy to clean, its durable weave stands up to extensive use to keeping it looking new for years of lasting beauty.
Q. What is PU Leather?
It is leather made from the inner splits of the hide and finished with a polyurethane coating. This leather is made resistant to water penetration and has a high fade resistance. For furniture in everyday use, this type of leather is great since spills and things can be easily cleaned and it is truly a user-friendly covering.
Q. What is Plush Suede?
Suede fabrics are manufactured with a brushed or napped finish, resembling suede leather. It is a trademarked term for a microfiber plush resembling the softest suede, but is more durable, and can be made resistant to liquid, stains, and crushing. It is commonly used in upholstery and fine accessories. Good for those who enjoy suede's texture but who prefer a non-animal product, or an easier-care fabric.
Q. What is Split?
Hides are thick. The hide is usually "split" which means that the thickness is sliced into two pieces, making nearly two sheets of leather. Split leather is the stuff they cut off of top-grain leather to get thinner leather. The split leather will have a suede-ish appearance.