FAQ’S

How do know when my order will arrive?
Each order is made by hand, to the customers’ specifications by craftspeople in specialist factories. While this process takes time, you can rest assured its uniquely yours!  At the time of order, we will give you an approximate lead time, this may vary from time to time based on manufacturing and shipping conditions. We will keep you updated along the way. When your order arrives, we will give you a call to book your delivery.

What can I do if my order doesn't arrive within the expected timeframe?
If you haven’t received your parcel after the expected delivery time, you are welcome to contact our friendly customer service team. Email nzcustomerservice@freedomfurniture.co.nz or with your order details and we’d be happy to look into it for you.

What if I have missing parts in my order?

If you need to order spare parts for a piece of furniture please complete the spare parts form.

To help us process your claim, we require at least 4 photos listed below to enable us to process your claim more quickly and efficiently:

• Photo of the product
• A photo of the part needed on the instruction manual
• The product ID label (found on the bottom or back of the product)
• Sales order or Tax Invoice

I have received an order that’s not mine, what should I do?
Sorry! We are humans and mistakes happen very occasionally where you might receive an order that’s not meant for you. If this happens, please email us at nzcustomerservice@freedomfurniture.co.nz and we’ll take care of it as smoothly as possible.

Can I change or cancel my order once it's been dispatched?
Once an order has been accepted and payment made it cannot be changed. Depending on whether the order has been processed and shipped by the store, you may be able to cancel the order by emailing us on nzcustomerservice@freedomfurniture.co.nz or completing the contact us form. Please note - we will always do our best to accommodate your request, but you may be liable for additional freight costs to return any items purchased in error. Please refer to our returns policy

What if I receive a product that is damaged?
If you believe there is damage to the products you've ordered, please Contact Us or contact the Freedom store fulfilling your order. It is helpful to us processing your claim if you can send us some pictures showing the damage.

Why is the colour of the product on the website picture different to the product?
We try our best to ensure the colour in the image is an accurate representation of the colour of the product, but it can appear slightly different depending on the screen you are viewing it on.

What payment methods do you accept?
Our stores accept cash, Eftpos or credit card (Visa, MasterCard, Q Card, GemVisa, and CreditLine) and Afterpay. Our online store accepts Mastercard, Visa, Q Card, and GemVisa. Payments are securely processed through Payment Express.

Should I measure things up before I come in to buy furniture or blinds?
Yes please! Whether you are buying online or instore we recommend that you measure not only the space where it will go, but also the entrance to your home and the way in to the room. For blinds, you need accurate measurements of the window before you buy.

Do you offer furniture assembly?
Yes, we can arrange to have a third party to put everything together for you. Just ask when you’re buying your furniture.

Is there a Freedom Gift Card?
Yes, there is, and the lucky person you give it to can use it at any of the Freedom stores around New Zealand. Gift cards can only be redeemed in-store, they cannot be redeemed online. To purchase a gift card, visit your local store.

Do gift cards expire?
Currently our gift cards expire 12 months after the date of issue.

How do I look after my Freedom product?
Visit Product Care to see tips for looking after all kinds of Freedom products, from outdoor furniture to mattresses.

How do I connect with Freedom?
We would love you to join the Freedom online database and receive product information, inspiration, styling tips and tricks and the latest deals. Follow us on Instagram or connect with us on our Style by Freedom blog.