SHIPPING / PICK-UP POLICY

Most products have shipping options. However, if it shows only the Warehouse Pickup, that means it's hard to dispatch to our third-party courier company ARAMEX.
If you need shipping for any Warehouse Pickup only items, please enquiry before making an order. We'll try to find the best shipping fee for you.

Depending on our third-party courier, the shipping time frame may vary. Normally once the order is placed it will be dispatched to the courier company within 1-2 business days.
It usually takes 1-3 business days to Auckland, 2-3 working days to North Island, 3-5 business days to South Island. Courier company doesn't collect parcels on weekends and public holidays.


* High season (mid NOV - early JAN) update*
Delivery times may be affected by increased volumes. It may take additional 2-4 business days depending on your address. In some areas, it could be a couple of more weeks. We CAN NOT guarantee the exact time frame, especially during this high season.

We are not using NZPOST, but in some rural areas our shipping company hand over the item to NZPOST. There's nothing we can do about the shipping delays. It's out of our control.
We are not responsible for the delay that is occurred by the NZPOST.

We always choose a "signature required" when we book a courier, and some deliver just leave the item in front of the door and sign by themselves. It is also out of our control.

If your order arrives damaged, please report us with the following information within 24 hours of receiving the items.

• If you can clearly see the package has been damaged before you open, please DO NOT sign and take the parcels.
• Take a picture or the box and the damaged part before you open the package.
• Report us within 24 hours of receiving. Click here to claim damaged product
• If you can not check within 24 hours, please record all your open parcel processes and attach it to the damage claim form.

We cannot guarantee replacement or refund if you do not follow the guideline above.
We also don't accept claims in these situations:

• If you have signed for the packages and not noted the damage with the courier
• Claims after 24 hours of receiving the items.

Our customer service team will respond with the issue within 24 hours.

Some rural depots have their own different size limit. In this case, we'll contact you.

According to domestic standard courier company's maximum weight policy, all package over 25kg can not be shipped through our website.
* You can only choose  warehouse pick-up on the check-out page *

However, If you want to ship products over 25kg, please feel free to contact us. We'll answer back ASAP.

Mirror and glass products with frames can be shipped. We'll triple bubble wrap pack to reduce the risk.

Due to damage risk, we don't provide shipping options for full glass products such as glass cabinets. Only 20km from our shop in Westgate can choose the shipping option. Our friendly staff will deliver them in person.
If you are outside of 20km from the shop and still want shipping, you can arrange it by yourself. In this case, we can not cancel, refund or replace it even though the item is damaged when you receive it.

We offer both [Assembly + Warehouse pickup] and [Assembly + GAGU STAFF delivery]!
We able to provide [Assembly + GAGU STAFF delivery] service only within 20km from our shop in Westgate. You can check details on the Assembly / STAFF Delivery page.