Frequently Asked Questions



Ordering Online

I have just tried to log into my account to check on a past order, but my log in details aren't working, why is that?

You may have noticed that we have a shiny new website! Which has launched just recently. All orders are still in our back end, but as this is an entirely new platform, the data from our old website won't appear here.

This does mean that you will need to create a new account on the new platform for future purchases, which we will link to your account with us in the backend. Rest assured, any current and past orders and all other information relating to your account, is still in our retail system.  

If you would like us to supply a particular order, please let us know and we will be happy to forward the requested invoice.

Should you have any further questions or run into any troubles setting up a new account, please feel free to Contact Us.

Do I need to create an account to place an order online?

No, you don't necessarily need to set up an account to order online with us, you can continue to place an order as a guest.

However, creating an account with us will allow you to securely store alternate delivery addresses and credit card details to speed up future purchases as well as reference any past orders you have made with us. The valuable information you supply is used only to process your order.

If you have previously shopped with us in-store, you may already have an account linked to your preferred email.

If you'd like to receive information regarding our new ranges, exclusive offers, and care tips, please subscribe to our Home Club at checkout or when creating an account.

How long will it take for my order to arrive?

Order times vary depending on the collection point or delivery location. Please see below for an estimated delivery/transit times for items that are in stock in our Auckland warehouse. If you need times more specific to your order, you’re welcome to email us directly at help.nz@esrgroup.co.nz

Location Delivery/Transit Time

Upper North Island

5-7 days

Lower North Island

7-14 days

Christchurch

14-21 days

Dunedin

Up to 28 days

Not all items will be available in stock for immediately delivery. Unavailable items will have an estimated arrival time displayed on each product page online. This ETA is the date we expect the item to arrive at our Auckland warehouse (Please Note: These ETA’s are estimates and may be subject to change). Please add the above delivery/transit times to the ETA for approximate delivery and collection dates of items not currently available.

International shipping delays, delays at ports or any other unforeseeable delays aren’t taken into account with ETA’s and transit times, these are outside of our control and as a result Early Settler can not be held responsible for these delays.

Please feel free to contact us at any stage for a status update at help.nz@esrgroup.co.nz and we will be happy to assist

What payment methods can I use?

We accept Visa and Master Card through our secure online payment portal. You can also select Bank Transfer Payment if you wish to direct deposit from your bank account, just add your surname & invoice/quote number as a reference. We also accept express checkout payments using Shop Pay or Google Pay.

You can also use your Gem Visa or Q card at checkout as a payment method. Please check their terms and conditions for any interest free terms that you may qualify for, when using their card for online purchases.

How do I make a payment online and are my details secure?

When your cart is ready to proceed to the checkout, follow the prompts to confirm your details, and then authorise your payment. We accept major credit and debit cards including VISA and Master Card, as well direct deposits and express checkout options Shop Pay and Google Pay.

We value and prioritise the safety/security of our customers sensitive information, which is why we have ensured that we have used a payment gateway provider who is PCI level 1 compliant for credit card processing. This means that it adheres to the highest standards of server compliance and is the highest standard in the world on payment processing. You can read more about payment gateway provider's PCI compliance here.

Do you offer other payment options such as Afterpay or LayBuy?

Unfortunately, we do not currently offer these types of deferred payment options. However, we do offer interest free finance terms with Gem Visa and Q-Card. Check out our promotional Terms & Conditions to view which finance terms are currently on offer for instore purchases or you can call your closest store for assistance.

Am I able to lay-by or hold product?

Unfortunately, we don't have the space to offer layby or to hold products, but some items can be on back order, which you can treat as a lay-by. First you will have to pay the minimum 30% deposit to secure the products, you can then use the time before it becomes available to pay it off, with the final balance being paid on collection or prior to delivery.

Items that are on a back order can be easily identified, by the estimated arrival time displayed under the price on the product pages (See example below).

How can I check the status of my order?

You can either reply to your order confirmation email or call us on 0800 523 828 at any point if you would like an update on your order.

Please Note: Any ETA’s provided are estimates only and may be subject to change. Any shipping delays are outside of our control, for which Early Settler can not be held responsible for.

I have checked the ETA online and it is different to what I saw when I placed my order, does this mean my order is delayed?

Not necessarily. It may just mean that the shipment your order is on, has sold through and we are onto the next shipment. Please feel free to contact us on 0800 523 828 or at help.nz@esrgroup.co.nz for a status update with your order

I have just found out that my order has been delayed, why wasn’t I notified earlier?

While we try our best to keep our customers up to date with any significant shipping delays, these can change quickly and without notice and are often outside of our control. We will notify you of any significant changes as soon as we have been made aware of such delays by our shipping partners.

How do I find my nearest Early Settler Store?

You can find your nearest Early Settler store on our store locations page. On this page you may enter your post code or suburb or use the map, to find your nearest store.

How do I activate the buy one, get one free offer?

When you add eligible items to your cart, the discount will automatically apply. You can view it as a discount in the cart.

If the discount is not applying, ensure that you have two items added

How do I activate a bonus offer?

When you add eligible item/s to your cart, you will also need to add the bonus item that is included in the offer. As soon as all eligible products are added to the cart, the discount will automatically apply. You will then view it as a discount in the cart

Delivery & Collection

Can I click and collect?

You certainly can! While all items can be collected from our Auckland warehouse, only certain products can be collected from our stores.

Smaller items such as a bedside or a table lamp, items that can easily fit into a standard car, can be collected from any store or warehouse location and certain larger items can only be collected from our warehouse, stores outside of Auckland or their collection depots.

If you are picking your order up from a store, please bring enough muscle with you to load your purchase into your vehicle as our team members will be unable to assist. Please also bring blankets and tie downs to ensure your purchase can be safely transported home.

When your order arrives in store, our store teams will be in contact to arrange the pickup with you, this may be via SMS, email or Phone call. All items must be collected within 7 days of arriving at store.

For click & collect orders being collected from our Auckland warehouse, a member of our team will contact you after your order has been confirmed to organise a convenient date for your collection.

In all cases, you will also need to present your Early Settler Invoice and valid photo ID to collect your order.

How long do I have to pick up my order?

Due to warehouse and store space conditions, we ask that you collect within 7 days of your order being ready for you. Be sure to bring enough muscle to assist in loading your order as not every store will be able to assist.

If you are unable to collect within this time frame, please contact a member of our team either in-store or online at 0800 523 828 prior to arriving at the collection location, and we would be happy to discuss another collection date or alternative means of getting the product to you

Can I pay for my order when I collect?

In most cases, orders will require full payment at the time of ordering to secure the products.

In some cases when placing your order, if an item/s or on a back order, a partial payment may be accepted. In these cases, we will require our minimum deposit of 30% at the time of order to secure the items on the shipment, with the remainder of payment to be made when your order is ready for collection or prior to delivery.

You will need to get in contact with our team at help.nz@esrgroup.co.nz if you would like to pay the minimum deposit

Can someone collect on my behalf?

Yes, some certainly can collect your order on your behalf, however a few conditions must be met:

    1. You will need to inform us prior to them collecting, of who will be collecting on your behalf. For orders placed in stores, please contact the store you made the order through. For online orders, please contact us on 0800 523 828 or at help.nz@esrgroup.co.nz
    2. They will need to present a copy of your invoice.
    3. They will also need to provide a valid photo ID

My local store is not coming up for Click & Collect, why?

Some items may be too bulky and heavy to send to a store. But you can collect from our Auckland warehouse or a collection depot for select stores, where the teams are well equipped to be able to assist.

Our warehouse/collection depots can be found at the following locations and are open on the below days

  • Auckland warehouse address is 15a Maurice Wilson Avenue, Auckland Airport, Auckland, contact no is 09 255 5521. Click here for map

Monday – Friday: 8.30am - 3pm

Saturday: 9am - 12pm.

Closed Public Holidays

Please Note: Our Auckland warehouse requires 2 working days’ notice to prepare your order. Contact us on 0800 523 828 or at help.nz@esrgroup.co.nz to book your collection day

 

  • Wellington Depot - Cameron Ryan Transport - Unit 26, 16 Jamaica Drive, Grenada North, Wellington, 5028.

Wednesday 9am-12pm

Saturday 9am-12pm.

Closed Public Holidays.

Note: Please wait until Early Settler has contacted you to collect your items. Prior to collection on the day, please phone the Wellington store to ensure someone will be onsite.

Once you've placed your order with us, a member of our team will get in touch via email to advise you of the next steps, or to organise a convenient date for your collection

Do you deliver and how much does it cost?

Yes, we certainly can deliver nationwide! Delivery options vary according to the size, weight & quantity of products on your order. For orders placed in stores please call your closest store, which you can find here, and delivery costs can be discussed when placing your order. For online orders, shipping rates will be calculated on the shopping cart page that will tell you the combined price of delivery for all the items you are purchasing.

Please be aware that some postcodes are outside of our regular delivery areas. If your postcode is not within our regular delivery areas, you will not see a delivery option at checkout – just get in touch with us if this happens and we’ll provide a custom delivery quote for your order. You can do this by calling us on 0800 523 828 or email us at help.nz@esrgroup.co.nz. Alternatively, if you would like to secure your items, please proceed with your purchase selecting the store collection option. Then contact us to enquire about delivery to you and we can add the delivery fee to your order.

All delivery prices are per delivery, and we will only deliver once all items are available. If you prefer to have items delivered as they become available, then separate delivery fees will apply. Please Contact Us if you would like to update your order.

It is the responsibility of the customer to check that the items you are purchasing can be delivered into your property. So please ensure you checking all doorways, lift access, stairwells, entrances and driveway accesses. If the order is needed to be redelivered due to items not fitting through accessways, then additional delivery charges will apply and will need to paid in full before the delivery can be rescheduled.

If there is difficult access or if a delivery requires additional manpower to deliver the item/s, then additional delivery fees may be charged to cover such costs. Please advise us prior to delivery if any of this may apply to you. In these instances, the liability of damage to goods and property falls on the customer. Please be advised that our freight partners may request that you sign a waiver before attempting such deliveries.

Heavy, bulky and oversized items will incur additional charges and is subject to the limitations of our freight partners.

No delivery option was available at checkout, can you still deliver to me?

Yes we sure can, however some postcodes are outside of our regular delivery areas. If your postcode is not within our regular delivery areas, you won't see a delivery option at checkout – just get in touch with us if this happens and we’ll provide a custom delivery quote for your order.

You can do this by calling us on 0800 523 828 or email us at help.nz@esrgroup.co.nz. Alternatively, if you would like to secure your items, please proceed with your purchase selecting the "store collection" option and the warehouse location. Then contact us to enquire about delivery to you and we can add the delivery fee to your order.

Is there anything I need to do prior to my delivery?

Yes, it is the responsibility of the customer to check that the items you are purchasing can be delivered easily and safely into your property. So please ensure you check all doorways, lift access, stairwells, entrances and driveway accesses etc. prior to delivery and advise us of any difficult access, so we can relay this information onto our freight partners.

If the order is needed to be redelivered due to items not fitting through accessways, then additional delivery charges will apply and will need to paid in full before the delivery can be rescheduled.

If there is difficult access or if a delivery requires additional manpower to deliver the item/s, then additional delivery fees may be charged to cover such costs. Please advise us prior to delivery if any of this may apply to you. In these instances, the liability of damage to goods and property falls on the customer. Please be advised that our freight partners may request that you sign a waiver before attempting such deliveries.

Heavy, bulky and oversized items will incur additional charges and is subject to the limitations of our freight partners.

Is assembly and rubbish removal included in my delivery?

No, unfortunately it doesn't. The delivery price only includes delivery into your house, where the delivery team will place the items in the room of your choice. However, some of our carrier may offer assembly and/or rubbish removal at an additional charge

Alternatively you can try assembly services such as kitset assembly services, however, Early Settler isn't affiliated with these companies and won't be held liable for any damage caused during assembly or for improper assembly of our products.

I have selected Home Delivery for my order, what happens now?

Home Delivery orders will be delivered to you from either our Auckland warehouse or from one of our stores around New Zealand. Delivery times will vary depending on your location and whether the stock is available in our Auckland warehouse or if we are sold out and waiting on the next shipments to arrive.

Location Stock is Available in Auckland Warehouse Stock is Sold Out in Auckland Warehouse

AUCKLAND METRO

We will be in touch shortly after your order is placed to book a delivery day

We will contact you after your order is placed to confirm ETA and again when your order has arrived to book a delivery day

HAMILTON METRO

Sent to store on next available truck. Please allow 7-14 days transit time. Store team will contact you to book delivery

We will contact you after your order is placed to confirm ETA and then order will be sent to store on next available truck. Please allow 7-14 days transit time once order becomes available in warehouse. Store team will contact you to book delivery

WELLINGTON METRO

Sent to store on next available truck. Please allow 7-14 days transit time. Store team will contact you to book delivery

We will contact you after your order is placed to confirm ETA and then when order arrives, will be sent to store on next available truck. Please allow 7-14 days transit time once order becomes available in warehouse. Store team will contact you to book delivery

CHRISTCHURCH METRO

Sent to store on next available container. Please allow 14-21 days transit time. Store team will contact you to book delivery

We will contact you after your order is placed to confirm ETA. Then when your order arrives, it will be sent to the store on next available container. Please allow 14-21 days transit time once order becomes available in warehouse. Store team will contact you to book delivery when order arrives

DUNEDIN METRO

Sent to store on next available container. Please allow up to 28 days transit time. Store team will contact you to book delivery

We will contact you after your order is placed to confirm ETA and then when your order arrives in the warehouse, it will be sent to store on next available container. Please allow up to 28 days transit time once order becomes available in warehouse. Store team will contact you to book delivery when order arrives

OTHER LOCATIONS - NORTH ISLAND

We will be in touch shortly after your order is placed to advise you of next steps

We will contact you after your order is placed to confirm ETA and again when your order has arrived to advise you of the next steps

OTHER LOCATIONS - SOUTH ISLAND

We will be in touch shortly after your order is placed to advise you of next steps

We will contact you after your order is placed to confirm ETA and then when your order arrives in the warehouse, it will be sent to the closest store on their next available container. Please allow for the applicable transit times once order becomes available in warehouse. Store team will contact you to book delivery when it arrives

Does someone need to be home for delivery?

Yes, please. Home Delivery orders will need to be signed for so please ensure someone is at the address upon delivery, who is 18 years or older. If you are not home to accept your delivery, an additional cost will apply.

Please note we cannot deliver to PO Boxes, but we can deliver to offices and work addresses.

Courier orders can be left at an address, with your permission. If you are happy to do this, please let us know in the order comments section

I have selected Courier for my order, what now?

Courier orders will be shipped directly to you by our freight partner, NZ Couriers. If your order is in stock in our Auckland warehouse, they will be dispatched within 2-3 business days. If on order, they will ship as soon as they arrive into our Auckland warehouse. You will also receive an email from NZ Couriers when your order has been dispatched with the tracking details.

Please allow approximately 2-7 business days for your order to arrive once it has been despatched.

We are unable to ship to PO Boxes, so please be sure to use a street address on your order to prevent delays.

Please include any special instructions for the courier when placing your order

My delivery arrived damaged, what do I do?

Our Customer Care team are here to help with any post delivery issues you may have.

Simply email us at help.nz@esrgroup.co.nz detailing the issue you are experiencing along with images to show us what is wrong, and the team will be in touch as soon as they are able. Alternatively, you can get in touch with the store that you made the purchase through and they will be happy to assist you also

Can you ship internationally?

Unfortunately, we currently do not ship products internationally.

However, if you were to organise your own freight forwarder, then we can deliver to their depot within New Zealand. Delivery fees will apply.

Cancellations, Returns & Refunds

Can I cancel my order?

Yes, but don’t leave it too long. You can cancel your Online order and receive a full refund, provided the delivery process has not commenced. If your order has already been sent to the collection point or delivery depot, a 20% cancellation fee may apply to cover transfer and restocking costs.

Can I return my order?

Yes absolutely! We pride ourselves on delivering quality craftsmanship made for your home, so if you're not completely satisfied with your order when it arrives we're happy to assist with a return.

As an extension to your consumer rights, you can return your Online order to us within 7 days of receiving it for a full refund of the product price, not including shipping.

If the return is due to a change in mind, please also make the return within 7 days of obtaining your order.

Returns under $500 will be refunded via the same method of payment. If over $500, refunds will be processed via a bank transfer. For all refunds, we require a proof of purchase (invoice number), be in new or unused condition, and with the original packaging if possible. Even if your order has been assembled, we'll accept it as a return if in saleable condition. If the returns criteria are not met we may refuse a return or offer an exchange or credit voucher alternatively.

When making a return you will need to pay for the shipping back to us, but you can avoid this by returning your order to your nearest Early Settler store free of charge where our friendly team will be happy to arrange a refund, store credit or exchange in-store. You can find your closest Early Settler store and phone number on our store locations page.

If you are sending an order back to us, contact us at help.nz@esrgroup.co.nz so we can keep a look out for your parcel. To speed up this process, we request that you include your invoice number (if on hand) and contact details and a brief note on why you would like to return your order

If your order is of a large, bulky product, a 20% cancellation fee may apply to cover transfer and restocking costs.

Mattresses that have been used are unable to be returned for change of mind

Good to know

Returned items must be in their original packaging where possible and must be in as-new condition. Please Note: that our Refunds & Returns policy for orders placed in-store are a little different to our online policy. You can view our store return policies viewing our Terms & Conditions page.

What is your Return/Refund Policy?

We understand the importance of customer satisfaction and therefore products may at ESR NZ discretion be returned to us for exchange for a store credit note within seven (7) days of full payment and collection/delivery of the goods, provided all the following conditions are met:

  • A receipt as proof of purchase of ownership may be required by ESR NZ to be produced.
  • Returned goods are received in a re-saleable condition, including any packaging if possible
  • Goods are returned to the location they were originally purchased from or an alternative pre-arranged location.

For Online and store purchases not viewed in a showroom prior to delivery, they can be returned for a full refund (less any delivery cost) within 7 days of receiving/collecting the product/s. The above conditions will still need to be met.

Despite the above provisions please choose carefully as Early Settler NZ will not accept returns for merchandise that has been specially ordered for the customer, or for damaged or discontinued items sold at reduced prices (clearance, floor stock clearance, seconds)

If Early Settler NZ in its discretion agrees to the return of goods, the following will apply:

  • In the case of returning goods for exchange due to change of mind: exchanges will be for the original purchase price of the item only; shipping, handling, insurance costs are non-refundable.
  • Returned goods may be subject to a 20% handling and administration charge. Freight for the return of goods for exchange from the customer’s address to ESR NZ premises and freight for the new exchange items to the customer’s address will be at the customer’s cost.
  • If the goods are faulty: we will meet our obligations under the Consumer Guarantees Act to provide a remedy.

In the case of a credit note being provided instead of an exchange, the life of a credit note is three years from date of issue.

If the customer fails to take possession of the goods within one month of the customer being notified the goods are ready to be collected or delivered, the goods may be returned to stock and/or sold. Any losses to Early Settler NZ or costs incurred by Early Settler NZ recovered from any payments made by the customer. Early Settler will endeavour to contact the customer via email and/or phone on at least three occasions prior to cancellation of the order.

I received a damaged item, what do I do?

Please contact us! We want you to be completely satisfied with your order, so if you believe your item is faulty, please contact us as soon as you feel something is wrong.

You have the right to reject the delivery if it is damaged on arrival.

If you ordered instore, contact the store where you made your purchase, and our team can help talk through next steps to resolving your problem. You can find out store contact details here.

If you ordered online, please email us at help.nz@esrgroup.co.nz with your invoice number and photos of the faults, and a brief description, and our team will be in touch to let you know what we can do.

How long does it take to process a refund?

Please allow up to 7 days for your refund request to be reviewed and processed. Our team will be in touch with you if they have any questions and also to confirm once the refund has been processed.

Manage your Account

Why won't it let me create a new account?

You will not be able to create a new account if your selected email address is linked to an existing account. The existing account may have been created online or in-store by a team member during a purchase. If this is the case, choose the 'Forgot Your Password?' link on the login screen and follow the prompts to reset your password using your email account.

If any issue persists, send us an email at help.nz@esrgroup.co.nz for assistance

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