1. Shopping
1.1. Can I buy products on the Home Direct website?
Yes, if you are a current Home Direct Customer you can purchase products using your Lifestyle Account/Shopping Vouchers or Gift Cards.
If you are not a Home Direct Customer you can shop online using Home Direct Gift Cards.
1.2. How do I buy products online?
To shop online you need to be a Home Direct Customer or have a Home Direct Gift Card.
If you are a current Home Direct Customer all you need to do is sign-in online by typing in your Home Direct Customer number or email address and password. Simply browse all the products and add to the shopping cart the products you wish to purchase. Once you have made all your product selections, press the checkout button. You will see you will have the option to shop using your Lifestyle Account, Home Direct Gift Cards and Shopping Vouchers.
If you are not a Home Direct Customer and redeeming a Gift Card, simply click “Customer Sign In” then under “Gift Card Redemption Account” enter your email address and a password of your choosing. You will then need to register with us providing your name, address and birth date. Where a Home Direct Gift Card holder is under the age of 18 an adult within the household will need to provide their details, these details are used to set up a Home Direct Gift Card account which allows us to deliver your goods and provide after sale support.
If you experience any problems then please call us on 0800 466 334.
1.3. Do I have to join Home Direct to buy products online?
Unless you are shopping with Home Direct Gift Cards, Yes you do need to be a Home Direct Customer. This site is for Home Direct customers only; the site has been developed to allow customers to shop using their Lifestyle Account (our revolving line of credit, allowing customers to shop while making small weekly payments). As members they also enjoy 10% discount when shopping online and free delivery.
If you are interested in a revolving credit line that allows you to shop then pay-off products with small weekly payments then call us on 0800 466 334 or click here to express interest.
2. Gift Cards
2.1. How do I use my Home Direct Gift Card?
Home Direct Customers simply sign in, and then add products to your cart, once you reach check out simply type in your cards serial number.
Alternatively if you are not currently a customer but wish to redeem a Home Direct Gift Card, simply click “Customer Sign In” then under “Gift Card Redemption Account”, click on the button “ Register for Gift Card Redemption” and fill out your details: name, address and birth date.
Where a Home Direct Gift Card holder is under the age of 18 an adult within the household needs to provide their details, these details are used to set up a Home Direct account which allows us to deliver your goods and provide after sale support.
Once registered simply browse the website and add products to the cart, once you have made your selection go to checkout, where you will be asked to enter your gift card serial number.
2.2. I was planning on giving a Gift Card to my Granddaughter but she is under 18?
You can give a Home Direct Gift Card to a person under the age of 18, however once she has chosen what she wants to redeem the card online, over the phone or in the mobile shops we do need an Adult over the age 18 to provide their name address and birth date. This is the adult we would deliver the goods too and talk to if any after sales support is needed.
2.3. Are there Delivery Charges when purchasing using a Gift Card?
If you are a Home Direct Customer, there are no delivering charges on any product you would normally purchase on your Lifestyle Account. For all other items we calculate freight charges for each order based on its size, weight and where you live.
If you are a non Home Direct Customer purchasing online or over the phone there is a delivery fee. For products under 35kgs we charge a flat fee: North Island $7.50 South Island $15.00, we do no deliver to Chatham Islands, Stewart Island or Great Barrier Islands. We use New Zealand’s biggest and most reputable freight companies for speedy safe delivery. For larger products, Home Direct will individually calculate delivery charges on receipt of your enquiry or order.
3. Delivery
3.1. How much will I be charged for delivery?
For Home Direct customers who are purchasing through their Lifestyle Account delivery is free of charge.
For HP products, delivery costs will be confirmed on order application. We only deliver to the North and South Island's on New Zealand, unfortunately we do not deliver to Stewart Island, Chatham Islands or Great Barrier.
3.2. When will I receive my order?
As a basic rule of thumb allow 3 working days, for products less than 35Kg.
Delivery for larger items will be provided on request.
For greater detail refer to Shipping and Returns.
3.3. How are orders delivered?
Once your location details have been confirmed, we will endeavor to complete the delivery within 3 working days using a reputable courier or freight company. The location must be registered with New Zealand Post. We will contact you to arrange a delivery time and you must ensure someone is present at the location to accept delivery of the goods at that time.
4. Returns
4.1. Can I return a product that I have bought online?
If you change your mind about a purchase we’re happy for you to return it to us within 10 days of purchase and as long as the product is in its original condition.
For smaller items, simply fill in a returns form, which you will receive with your order, and attach the easy return shipping label to your returns parcel. Take the parcel to you local post shop and mail back to us. You will pay no postage up front. A flat fee of $4.95 will be deducted from your credit card or if purchased using your Lifestyle Account, from your Lifestyle Account balance. For larger items, please call on 0800 466 334 to arrange collection. A freight charge may apply.
4.2. How do I return a product?
For smaller items, simply fill in a returns form, which you will receive with your order, and attach the easy return shipping label to your returns parcel. Take the parcel to you local post shop to mail back to us. You will pay no postage up front. A flat fee of $4.95 will be deducted from your credit card or if you purchased using your Lifestyle Account, from your account balance. For larger items, please call on 0800 466 334 to arrange collection. A freight charge may apply.
If you are returning an item or items with a combined actual weight or volumetric weight of greater than 25kg then you will need to contact us for confirmation on the method of returning the items.
4.3. Will I get a refund for the products that I return?
If you change your mind about a purchase we’re happy for you to return it to us within 10 days of purchase and as long as the product is in its original condition.
4.4. I have received the wrong product, what should I do?
If you have received the wrong product please contact our customer services team on 0800 446 334 or email info@homedirect.co.nz we will arrange a pickup of the product and get the correct item delivered to you.
4.5. My product has been damaged during delivery, what can I do?
If the goods are damaged in transit we will arrange for a replacement item or for the product to be fixed. Please contact us and we will take care of it for you. Call 0800 446 334 or email info@homedirect.co.nz
4.6. The product I received was faulty what can I do?
In the unlikely event of a faulty product, drop us an e-mail on info@homedirect.co.nz or ring us on 0800 466 334 and we will arrange pick up and no cost to you and have the product fixed or replaced.
5. Payment and Security
5.1. Is it safe to shop online?
We want you to have a safe and secure shopping experience online. You can help to protect your details from unauthorized access by logging out each time you finish using the site, particularly if you are doing so from a public or shared computer.
5.2. How do I pay for my order? Which credit cards do you except?
To Shop online you will be using your Lifestyle Account simply, Log-In using your normal "Customer Number" and "Account Password", then choose products by placing in your "Shopping Cart", then clicking "Check-Out"
You can pay for your order by credit or debit card, when you are shopping over the phone, we currently accept Visa or MasterCard. You can also pay by cheque, simply phone through your order, then send in your cheque, your purchase will be sent to you once your cheque has cleared. (When shopping using Cheque or Credit Card the 10% online discount does not apply).
6. Customer Service
6.1. I need more help, how can I contact Customer Services?
You can contact our friendly customer services team on 0800 466 334 or email info@homedirect.co.nz and they will be more than happy to assist you.
7. Signing-In. My Account, Forgotten Passwords
7.1. I have forgotten my password, what can I do?
If you are a current Home Direct Customer, who would like to shop using your Lifestyle Account, please call us on 0800 466 334 and we will help you reset your password.
If are not a Home Direct Customer, but have previously registered to redeem Home Direct Gift Cards simply click sign in, enter your email address under Gift Card Redemption and click forgotten password.
7.2. I tried logging in using my email address why didn’t it work:
If your email address did not work as your user name, that means we do not have your email address linked to your Home Direct Lifestyle Account. Therefore you can either log in using your Customer Number or ring us on 0800 466 334 and we will load your email address to your account.
7.3 What if I change my address and Phone Number?
Please let us know either by emailing info@homedirect.co.nz or on free phone 0800 466 334 . If you have a Lifestyle, Lay-By or HP Account with Home Direct you must advise us in writing within 7 days of any change of address or telephone number.
8. Models
8.1. What if the model I ordered is not available?
If you search the categories section of the website, this only shows products that are in stock.
Sometimes with HP and Lay-by where there is a time delay between order and delivery (particularly if we have had a new catalogue release in between), the exact model the you have ordered may no longer be available for sale, we will do our best to provide you with a replacement model with comparable or better features at no extra cost. We will contact you to discuss the provision of the alternative product, if you do not wish to receive the alternative product, we will refund the purchase price without interest.
9.Shipping & Returns
9.1. Delivery:
For your security and protection against fraud, we will only deliver goods to your confirmed address. You can expect delivery overnight in Auckland, within 2-3 outside Auckland and 5 days for rural areas, for all product under 35kgs.
For larger items delivery times will be confirmed on application info@homedirect.co.nz
When you have paid off your Lay-By or Hire- Purchase deposit we will contact you to make sure the address we have is correct. Once your address is confirmed, we will deliver your order. Some larger items have a longer delivery time, sometimes up to 15 working days. Some furniture items are made to order and therefore you should allow six weeks for delivery.
9.2. Delivery Charges:
For product purchased using your Lifestyle account, the purchase will be delivered free of charge. We use New Zealand’s biggest and most reputable freight companies for speedy safe delivery. For larger products, Home Direct will individually calculate delivery charges on receipt of your enquiry or order.
9.3. Change Your Mind?
If you change your mind about a purchase we’re happy for you to return it to us within 10 days of purchase as long as the product is in its original condition.
For smaller items, simply fill in a returns form, which you will receive with your order, and attach the easy return shipping label to your returns parcel. Take the parcel to you local post shop to mail back to us. You will pay no postage up front. A flat fee of $4.95 will be deducted from the amount of your credit. For larger items, please call on 0800 466 334 to arrange collection. A freight charge may apply.
8.4. Faulty Product?
In the unlikely event of a faulty product, drop us an email on info@homedirect.co.nz or ring on 0800 466 334 and we will arrange pick up at no cost to you.
9.Shopping on the Mobile Shops
9.1. Do I have to shop online or am I able to purchase from the mobile shops?
You do not need to purchase online, you can certainly purchase products from our mobile shops. Simply contact us and we will arrange an appointment for a Mobile Shop to come to you. We have mobile Shops in Auckland, Gisbourne, Whangarei, Kaitaia, Hamilton, Napier, New Plymouth, Palmerston North, Wanganui, Rotorua, Wellington, Masterton, Christchurch, and Timaru
9.2. Can I take items that I have purchased from the mobile shops immediately?
All products on the Mobile Shop can be purchased and taken home with you, if you are a current Home Direct Customer with an established Home Direct Lifestyle Account.
If you are setting up a new Home Direct Lifestyle Account you will be able to purchase products from the mobile shop immediately if: you have photo ID with you and are over 27years of age. If you are under 27 years of age, you will need to wait until your automatic payment has been set up, and your first weekly or fortnightly payment has been received by Home Direct.
9.3. Am I charged for the Mobile Shops coming to me?
No our mobile shop coming to your home is a free service.