1. Shopping
1.1. Can I buy products on the Home Direct website?
Yes, you can purchase products on the Home Direct website, using credit card. You can browse by category, brand or new products to see whether the product you would like to purchase is available.
1.2. How do I buy products online?
All you need to do is register online which will create a new account for you immediately. You will have a username and password to log onto our website to shop, check and track orders and browse our latest catalogue. Alternatively you can also contact our customer services team on 0800 466 334 or via e-mail on info@homedirect.co.nz and one of our great team members will get in contact with you to set up an account over the phone. To shop on line you will need a credit card.
Or check our location guide, you may qualify for our Home Direct Lifestyle Account, which allows you to purchase over the phone utilising our payment plan.
1.3. Do I have to join Home Direct to buy products online?
You do need to register with Home Direct to be able to shop online and enjoy great benefits such as faster and easier shopping, keep up to date on your order status and track orders that you have previously made. Simply register your new account online or contact our team to set up an account and start shopping.
1.4. Do I have to shop online or am I able to purchase from the mobile shops?
If you live within Home Direct mobile shopping areas, 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.
1.5. Can I take items that I have purchased from the mobile shops immediately?
Yes all products on the Mobile shop can be purchased and taken home with you.
1.6. How do I redeem my shopping vouchers?
Vouchers can be redeemed by calling the Home Direct Customer Services team on 0800 466 334 or on board Home Direct Mobile Shops.
1.7. Can I redeem my shopping vouchers for cash?
No, shopping vouchers cannot be redeemed for cash.
1.8. How long are the shopping vouchers valid for?
The vouchers are valid for 12 months.
1.9. Can I give the voucher to someone else as a gift? And what do I need to do?
Yes, if you would like to give your voucher as a gift to family or friends simply ring the call centre with their name and address and we will set up a special voucher account in their name and send them the vouchers to spend.
2. Delivery
2.1. How much will I be charged for delivery?
Home Direct customers purchasing through their lifestyle account enjoy free delivery.
All online purchases under 35kgs in weight are charged a set delivery fee:
$7.50 for North Island
$15.00 for the South Island
For larger items delivery costs will be confirmed on order application. We only deliver to the North and south Island, and unfortunately we do not deliver to Stewart Island, Chatham Islands or Great Barrier.
2.2. 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.
2.3. How are orders delivered?
Once your location details have been confirmed, we will endeavour 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.
3. Returns
3.1. 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 the amount of your credit. For larger items, please call on 0800 466 334 to arrange collection. A freight charge may apply.
3.2. 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 the amount of your credit. 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.
3.3. 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.
3.4. 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 and we will arrange a pick up of the product and get the correct item delivered to you.
3.5. 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.
3.6. 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.
4. Payment and Security
4.1. 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 unauthorised access by logging out each time you finish using the site, particularly if you are doing so from a public or shared computer.
4.2. How do I pay for my order? Which credit cards do you except?
You can pay for your order by credit or debit card, we currently accept Visa or MasterCard. You can also pay by cheque or if you are opening a Lifestyle Account please contact us on 0800 466 334 to set up an automatic payment or direct debit.
5. Customer Service
5.1. I need more help, how can I contact Customer Services?
You can contact our friendly customer services team on 0800 466 334 and they will be more than happy to assist you.
6. Registration. My Account, Forgotten Passwords
6.1. I have forgotten my password, what can I do?
If you have forgotten your password simply click on the “Forgot Password” button, enter your e-mail address and we will send an e-mail to your registered email address with a link to a page where you can change your password.
6.2. What is My Wish list?
Your wish list is a list of products that interest you and would like to purchase sometime in the future. This helps us with product selections for next catalogues or to inform you when special deals or promotions take place.
6.3. 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.
7. Models
7.1. 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.