FAQs

Yes, as long as you are a Home Club member, have logged into your account, and are opted in to receive marketing communications.

It is possible that you may have signed up for Home Club but haven’t created an online account yet. To set up your account and create a password, click here.

To access Home Club offers, ensure you’re logged into your Home Club account and opted in to marketing communications. Click here to log in to your account. 

If you’re logged in but still not seeing member pricing, you may have opted out of receiving exclusive member offers and emails. To opt back in, please contact our customer service team. 

The discount may not apply because the products are already on sale or clearance.Products eligible for a Home Club offer will be clearly marked with a "Home Club price."

No, Home Club discounts cannot be combined with other offers or promotions.

Yes! Simply let the staff know you are a Home Club member. If you’re not a member yet, you can easily sign up in store.

Our team are available online or instore to check your current subscription status. You can contact them here.

This usually happens if your subscription status wasn’t set to subscribed before checking out. Our team are available online or instore to check your current subscription status and review your pricing. You can contact them here.

To confirm you are currently logged into your account you can check via the My Account icon on the top right corner of your screen. If you click log in, you will either be directed to your profile if you are currently logged in, or directed to the login page if you have not logged in. We are currently working on a way for this to be easier to identify.

This can happen if the marketing opt-in box was not selected when creating your account or during checkout. In some cases, customers may also have more than one account under different email addresses or the same mobile number, and marketing preferences may be linked to the original profile.

Our team can review your account, confirm your subscription status, and update your marketing preferences if needed. Please contact our customer service team or visit us in store for assistance.

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.

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.

Order timeframes vary depending on your collection point or delivery location. On each product page, you can enter your suburb to view the estimated delivery or collection timeframe relevant to
your area.

Not all items will be available in stock for immediately delivery. Unavailable items will have an estimated arrival time which is factored into the time frame displayed on each product page online. Please Note: These ETA’s are estimates and may be subject to change.

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 and we will be happy to assist.

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.

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 a minimum 30% deposit to secure the products. Please contact us to arrange this deposit, as completing checkout online will charge the full amount. 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.

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 for a status update with your order

While we do our best to keep our customers informed, delivery timeframes and ETAs are estimates and may change due to circumstances outside of our control. Delays can occur for a number of reasons, including freight forwarder or vessel issues, shipping delays, or production delays from our suppliers.

Our website is also updated regularly with the latest ETA information, so in some cases, the website may reflect a change before we are able to contact you directly.

We closely monitor orders and work with our shipping partners and suppliers to keep track of any changes. If we are advised of a significant delay or change to your ETA, we will provide an update as soon as we can.

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.

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

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

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.

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. To take advantage of extended interest free terms, please contact us or visit your local store.

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.

Because of limited storage space in our warehouses and stores, orders must be collected within 7 days of notification that your item is ready. Please ensure you bring adequate assistance to load heavy items, as staff help may not be available at all locations.

If you cannot pick up your items within this 7-day window, please reach out to our team in-store contact us. We will gladly help arrange a different pickup date or discuss alternative delivery options.

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 is on back order, a partial payment may be accepted. In these cases, first you will have to pay a minimum 30% deposit 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 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.

Please contact us directly to arrange this deposit, as completing checkout online will charge the full amount.

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

You will need to inform us prior to them collecting, of who will be collecting on your behalf. Please reach out to our team in-store contact us so we can make a note on your order. They will need to present a copy of your invoice and a valid photo ID.

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 giving us a chat or call at Contact Us. 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.

Yes, delivery is still possible even if no option appeared during checkout, as certain postcodes fall
outside standard service zones. When this occurs, contact us and we can generate a customized shipping quote.

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.

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.

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.

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

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

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

Simply Contact Us 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.

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.

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.

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.

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

Simply Contact Us 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.

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.

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, contact us