Orders
Do you offer installation to my area?
If installation is available in your area then the option will appear at the checkout for you to select.Where is my order?
If it’s been longer then the advised delivery time, please reach out to our team on 0800 002 120 or by starting a live chat with one of our sales representatives.How can I tell if a product is in stock?
By checking the message that appears on the right hand side of the product page. If you’re unsure whether a product is available or not then please reach out to our team via live chat to confirm the ETA.I've got a promo code. Where do I enter it?
You can enter your promo code at the bottom of the checkout page, or in the checkout itself.How do I buy a Gift Card?
Talk to our Livechat team to arrange the purchase of a gift card to be used online.What do I do if I receive a faulty item in my order?
Please contact us via customerservice@jonesfamilybusiness.co.nz. or give us a phone call and we will discuss options over the phone.
Delivery
How do I know when my order will be delivered?
The customer services team at Kitchen Things will be in touch following your order placement to organise the best possible date of delivery. Our team will work hard to ensure that your delivery is as convenient as possible.What if I am not at home when my order is delivered?
The customer services team at Kitchen Things will be in touch following an attempted delivery and organise the best time for a re-delivery. Our team will work hard to ensure that your delivery is as convenient as possible.What should I do if my delivery information changes?
The customer services team at Kitchen Things will be in touch following your order placement to organise the best possible date of delivery. Our team will work hard to ensure that your delivery is as convenient as possible.What is the cost of delivery?
Delivery costs can vary based on location and the products you are getting delivered. More information can be found here.Do I have to pay duties or taxes on international orders?
We’ll keep you updated via email when we complete your order, and include a tracking number so you can follow its journey right to your door.
Returns
How do I return my online order by courier?
If you have already been approved for a return or refund, we can certainly get this organized with our Jones Services Delivery Team or Freight Team to arrange collection free of charge to you, please email us at contactus@jonesfamilybusiness.co.nz
If I request a refund do I get the total amount back?
It depends, if your order has been unboxed and opened then a 20% restocking fee will be charged due to covering the return fees to the supplier. Please contact us if you have any questions about this process.Will my refund include courier charges?
It is case by case basis and so this will be reviewed and confirmed when a decision has been made and you’ll be informed accordingly, for any concerns please email contactus@jonesfamilybusiness.co.nz or call 0800 002 120
How long will it take for my return to be processed?
Your claim has been forwarded onto our returns team which could take up to 1-2 business days from point of contact for review or an update.If you have not heard anything within this time frame please email contactus@jonesfamilybusiness.co.nz
