Delivery & Shipping Policy

At Home Elements, we are committed to delivering high-quality furniture and home décor across New Zealand with reliable and efficient shipping options. Please review our delivery and shipping policy below.

 

Delivery Areas & Services

Auckland Metro (Within 30km Radius)

We offer a two-man white glove delivery service within a 30km radius from our showroom at 14 Botha Road, Penrose, Auckland.

  • Standard delivery timeframe: 3–7 business days (subject to stock availability and scheduling)

White Glove Service

Our White Glove Service includes:

  • In-home placement in your room of choice
  • Unpacking and basic assembly of eligible items
  • Removal of packaging materials

Additional charges may apply for:

  • Stair access
  • Difficult or restricted access
  • Additional handling requirements


Other Areas (Outside Auckland)

Orders outside Auckland are shipped via trusted third-party freight carriers.

  • Delivery timeframe: 5–14 business days (location dependent)
  • Delivery is typically to the ground floor or entrance only
  • Assembly and packaging removal are not included

 

Inspection Prior to Dispatch

All products are carefully inspected and confirmed to be in good condition prior to dispatch.

 

Freight & Transit Responsibility

For deliveries arranged by Home Elements using third-party freight carriers:

  • All products are thoroughly inspected and securely packaged prior to dispatch to ensure they leave our warehouse in good condition
  • Delivery services are carried out by independent third-party freight providers

While we will assist customers in coordinating delivery and, where applicable, lodging claims with the freight provider:

  • Home Elements is not responsible for damage caused during transit by third-party carriers, to the extent permitted by law
  • All transit-related claims are subject to the freight provider’s terms, conditions, and claims process

Customers acknowledge that once goods are collected by the freight carrier, handling is outside of our direct control.

Important Notice – Fragile Items

Please note:

  • It is industry standard that freight carriers do not provide insurance coverage for fragile items, including but not limited to marble, travertine, and glass
  • Natural stone products are heavy and inherently fragile, and may be susceptible to damage if mishandled during transit

Customers may request additional transit insurance prior to dispatch (where available).

By proceeding with shipping outside Auckland, the customer acknowledges and accepts these risks.


 

Shipping Costs

  • Shipping costs vary depending on location, size, and weight
  • Final shipping costs will be calculated at checkout or provided upon request

For multiple item purchases:

  • Combined shipping may be available
  • Please contact our team prior to placing your order to confirm eligibility

 

Delivery Conditions

Customers are responsible for ensuring:

  • The delivery address is accurate and accessible
  • Safe and adequate access (including doorways, lifts, and pathways)
  • Someone is available to receive the delivery

Failure to meet these conditions may result in:

  • Redelivery fees
  • Additional handling charges

If there are special delivery requirements (e.g. stairs, narrow access), please inform us in advance.

 

Damages & Reporting

We take great care in packaging and handling your order.

  • Any visible damage must be reported within 48 hours of delivery
  • Please provide photos and a clear description of the issue

Failure to notify within this timeframe may result in the claim being declined.

Delays

While we aim to meet all estimated delivery timeframes, delays may occur due to:

  • Shipping or port delays
  • Freight carrier scheduling
  • Unforeseen logistics issues

Home Elements is not liable for delays outside of our control.