FAQs

Where is my order?

Your order status is updated via email, including tracking details upon dispatch. Please use this information to monitor your delivery.

How long will my order take to ship?

Delivery within 2-4 working days to most New Zealand destinations for orders with payment received before midday (NZST) on weekdays, excluding public holidays. Rural deliveries can take up to 2 working days longer. Please note, all delivery times are approximate.

Can I change the contents of my order?

Alterations to your order are possible within 24 hours of placement. Please reach out to our customer support team for prompt assistance.

What if my order is lost or stolen?

In case of lost or stolen orders, contact our customer service immediately. We will initiate a courier investigation and explore replacement or refund options as necessary.

What payment methods do you accept?

We accept all major credit and debit cards, including Visa, Mastercard, and American Express. Additionally, we also accept Apple Pay, Google Pay & Shop for your convenience.

Is my payment information secure?

We prioritize your security. All transactions are encrypted using SSL technology, and we do not store any of your payment information.

I'm having trouble with my payment. What should I do?

If you're experiencing issues with payment, please ensure that your card details are entered correctly, including the billing address. If the problem persists, contact your bank or reach out to our customer service team for further assistance.

Delivery

We offer free delivery on orders of NZD$200 or over throughout New Zealand.

For orders under NZD$200 your shipping will be calculated automatically at checkout.

Please note: We do not ship to PO Boxes as we require the signature of the recipient.

Delivery Time

Delivery within 2-4 working days to most New Zealand destinations for orders with payment received before midday (NZST) on weekdays, excluding public holidays. Rural deliveries can take up to 2 working days longer. Please note, all delivery times are approximate.

Dispatch

Your track and trace number will be emailed to you once your order has been dispatched.

What is your return policy?

If for any reason you are unhappy with any item, you can return it for a refund of your purchase price – provided the conditions below are met:

• item is returned within 30 days of purchase
• is unopened and unused
• is in its original condition and packaging
• for readymade curtains, this means the product cannot have been gathered
• includes all accessories
• is accompanied with a complete Returns Form - Download CurtainStudio Returns Form
• is securely wrapped and includes our delivery slip
• the return will be at your cost and risk

You must tell us by email message to online@curtainstudio.co.nz that you would like to return product, specifying exactly what product and when purchased, giving full details of the defect or other reason for return and attaching proof of postage. If you send product to us without prior contact, we may not be able to identify sufficient details to enable us to attend to your return promptly. Returned items are insured by CurtainStudio against damage or loss with proof of correct postage. CurtainStudio takes no responsibility for items lost in transit while being returned without proof of postage. If the process and information described above is not followed this may result in delays processing your return. If followed correctly, returned items will be processed within 10 working days from the day we receive your return.

Returning Online Purchases To Store

If you would like to return your item to your nearest CurtainStudio store we can offer a refund, exchange or a credit note which can only be used in-store.

Please bring in a completed Returns Form and the item for return in its original condition with all packaging, in a re-saleable condition. Curtains must not have been gathered, all blinds and tracks must be returned with all parts and instructions.

In-store Purchases

Learn more on our returns page.

How can I create an account?

You can create an account by clicking on the Profile Icon on our navigation, then follow the instructions to enter your personal information and create a password.

I forgot my password. What should I do?

If you've forgotten your password, please click on the 'Forgot Password' link on the login page. You'll be prompted to enter your email address, and we'll send you a link to reset your password.

How can I update my account information?

Log in to your account and navigate to the 'Account Settings' page. Here, you can update your personal information, shipping address, and payment methods.

Is my personal information secure?

We take data security seriously. We use advanced encryption and security measures to protect your personal information. We do not sell or share your information with third parties.

Do you offer a warranty on your products?

Yes, we stand by the quality of our products. Most items come with a one-year warranty covering manufacturing defects. Please refer to the product page for specific warranty details.

Do you have a physical store?

Yes, we do have physical locations. You can find our store locator on the website, which will provide you with the addresses and hours of our brick-and-mortar locations.

I have a question that is not listed here. How can I contact customer service?

We're here to help! You can reach our customer service team by clicking on Contact Us. Our team is ready to assist you with any questions or concerns you may have.