FAQ

 

Frequently Asked Questions

Ordering Furniture

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 login 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 or call us on 0800 PK HELP 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. While PK Furniture cannot be held liable for delays which are beyond our control, we will make every effort to keep you informed. If you have any queries on the status of delivery, please e-mail us or call us on 0800 PK HELP for further assistance.

Delivering Furniture

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 $80 (including GST) and increases depending on distance from your nearest store.

Q. Where do you deliver?

We currently offer delivery service to our online customers in the North Island only. However if the delivery address is more than 40 miles from our PK Furniture store or Distribution Centre, we cannot guarantee that we will deliver within the timeframe as quoted. Please note that as deliveries need to be signed for, we cannot deliver to a PO Box.

Q. Where can I view assembly instructions?

The assembly instructions are included in the package. You can also download the assembly instructions from our website by clicking the “assemble” icon next to the product.

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 instore’ 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.

Payment

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. We also have Q-CARD finance option available.

Once the payment is confirmed and accepted, we will process your order and send you the tax invoice via email.

Q. Do you offer online finance options?

Yes we do Q-Card.

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)

If the goods have not been delivered, we are happy to accept your cancellation. All you need to do is to call 0800 PK HELP 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 customised or made to order.

Returns and Exchanges

Q. What if I don’t like it after it’s been delivered? (Refunds, Returns and Exchanges)

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.   You will be responsible for all transportation costs, but we will do all we can to minimise 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.  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 endeavor 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.

Keep the goods

  • Please email us or call 0800 PK HELP .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 endeavor 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 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 0800 PK HELP immediately and we will organize for the correct item to be delivered to you as soon as possible at no cost. Whilst we will endeavor 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 0800 PK HELP and we will arrange delivery of the missing item to you as soon as possible. Whilst we will endeavor 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. If for any reason you are not completely satisfied with any products you have purchased, please review  Refunds, Returns and Exchanges or contact us.

Service

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 0800 PK HELP for any assistance.

Product Information

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 fibre is added to the top and embossed with a 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.