Delivery
How much is Shipping?
queenb offer free shipping* on all orders over $100.00NZD throughout New Zealand and Australia. Orders under $100.00NZD will incur a $6.50NZD freight charge throughout New Zealand, and a $10.00NZD freight charge for parcels delivered to Australia. Please note furniture, beds and mattresses can only be freighted within New Zealand and are excluded from our free shipping offer. For safety reasons we cannot air freight Christmas Crackers.
Our selected courier providers for deliveries within New Zealand are Aramex Couriers, NZ Post, and Titus. Please note we do not ship to PO Box addresses. For parcels destined to Australia we employ Australia Post. The courier service we select is dependent on the size of parcels we are sending.
Do you Ship Internationally?
Yes. We have some international destinations at our online checkout to give you estimated shipping costs. If the country you are ordering from does not appear as an option please email us for a quote. All international sales are final and we do not accept any returns for international purchases. Please note bulky products such as furniture, beds and mattresses, etc cannot be shipped internationally and for safety reasons we cannot air freight Christmas Crackers.
For any orders shipped outside of New Zealand the customer is the importer of the product and will be responsible for all customs import duties and sales tax charges. These charges vary in each country and are outside of our control. Contact your local customs office for more information on what import duties or sales taxes may be imposed in your country.
Please note appliances we supply have power plugs and voltage specific for New Zealand and Australian markets. These differ to those of other countries and will not be suitable.
For international orders that weigh under 2kg, tracking is unable to be provided.
Due to the effects of COVID-19 we have had to introduce a handling fee of $20 on all orders international orders. This will be displayed at checkout.
How Long will my Order Take to Arrive?
The team at queenb aim to dispatch all orders within 4-7 business days (this does NOT include weekends) from the date an order is received. An automated email will be sent with the parcels tracking number once an order has been shipped. There will be delays in the dispatch of orders during sitewide sales.
National urban deliveries within the North Island typically arrive within 24-48 hours and 48-72 hours (this does NOT include weekends) when delivering to the South Island. Please allow an extra 2-3 business days if the parcel is being delivered to a rural address.
International shipments usually take between 8–12 working days to arrive.
If you require urgent or special shipping please fill in your requirements in the comments area when placing your order online. We will do our best to fulfil such requests! If there is a problem with your request we will let you know ASAP.
Important - during the festive period (November / December) and during COVID lockdowns (level 2 or higher) there will be delays in both the dispatch and delivery of all orders.
Can I Collect my Order?
Yes, goods can be picked up from our Mt Wellington warehouse during our business hours Monday - Friday 9am-4pm (closed weekends and public holidays) - you will need to present your order ID and a valid form of identification (passport, drivers license, or Kiwi Access Card). When placing your order please select 'Click and Collect' option under Shipping Method. We will notify you when your order is ready for collection. Please note some orders may take 4-5 business days from the date the order is received before it is ready to be collected.
What Packaging will my Item Arrive In?
queenb love the environment! We try to recycle as much as possible so please don’t be offended if your order arrives in a recycled packaging. Rest assured we do not compromise on packaging your goods safely and securely so they turn up to your doorstep in the best condition possible!
If for any reason you are unhappy with the condition your item has arrived in please contact us immediately so we can remedy the situation. Please ensure you keep all of the contents including the packaging the goods arrived in. We have a limited time frame from which we can lodge claims with our external courier companies so we ask you please contact us in a timely manner.
Do you Gift Wrap?
Yes. This service can be selected in the Shopping Cart. We use high quality unisex gift wrapping supplies and can hand write a special message to the lucky recipient one of our lovely queenb cards!
Returns
At queenb we stand by the quality of all of our products and are committed to ensuring you are satisfied with your purchase.
Exceptions for Returned Products
Due to hygiene reasons we cannot accept returns of duvet inners, mattress toppers or pillows, unless they are faulty. If the product is faulty we will meet our obligations under the Consumer Guarantees Act to provide a remedy. We also do not return/refund special make items or items marked "sale"/"clearance" products, as they are on sale to clear.
All Beds, Mattresses and Foam Mattresses are made to order (hence the time delay declared on each product listing); as a result these are considered a special make item and are NON-Returnable for change of mind.
We cannot accept returns on special import products from Australia, so please think and measure carefully and if you are unsure please contact us for advice before placing your order. These products will be identified by a delivery tick box that you need to agree to in order to proceed with the order.
We also do NOT accept returns for bedheads, bunk beds, and furniture.
If the return is a result of our error, please contact us so we can discuss a method of return shipping. Please note you have 30 days to advise us if any mistakes have been made on your order.
Change of Mind
If you are unhappy with your purchase you may return it to us within 7 days of delivery with the condition the product remains in its original, unopened, unused condition complete with all original packaging, tags and instruction manuals (unless it is one of the exception products above that cannot be returned). Please note we charge a $10NZD restocking fee which be deducted from the purchase price. You will be expected to ship the item back to us at your expense.
Please note if you are returning an item for a refund we are bound by our bank agreement to refund to the original credit card used only. If this is not possible (i.e. your credit card has been cancelled or has expired) and we need to refund you in a different method to that originally used, a fee based on the original purchase price will be charged to you.
Faulty Items
queenb abides by the Consumer Guarantees Act for any faulty or damaged items. If the product is faulty we will meet our obligations under the Consumer Guarantees Act to provide a remedy.
Items Damaged in Transit
If for any reason you are unhappy with the condition your item has arrived in please contact us immediately so we can remedy the situation. Please ensure you keep all of the contents including the packaging the goods arrived in. We have a limited time frame during which we can lodge claims with our external courier companies so we ask you please contact us in a timely manner.
Please note we take no responsibility for international orders damaged in transit. We package our goods safely and securely so they turn up to your doorstep in the best condition possible.
Items Returned that are not in Sellable Condition or Outside the 7 Day Timeframe
If you have an item you wish to return that has been opened, or is outside of the 7 day returns timeframe please contact us so we can remedy your purchase.
How to Return an Order
You can return any item you purchased (excluding clearance items, special make items, duvet inners, mattress toppers or pillows for hygiene reasons, unless they are faulty) within 7 days of receiving your order. Simply log into your account, click on the "Returns" section and follow the online instructions. Alternatively, you can contact us and we can assist you. We do require a Returns Authorisation Form to accompany the item upon return. Please note a refund or credit note will be issued within 14 working days of receipt of the return.
Important - No Postal Deliveries are accepted - COURIER ONLY.
International Returns
All international sales are final and we do not accept any returns for international purchases.
Returning Orders Exceeding $500NZD
If your order exceeds $500.00NZD and you return it for a refund you will be expected to pay the original freight cost- for which an invoice will be issued, and a re-stocking/admin fee of 5% of the value of the order will also be deducted from your refund.