Room by Room packages

How long will it take before I receive my Room by Room package?

Delivery normally occurs within 2-3 weeks depending on where we are sending your package. We will send you an email once your package has been despatched so you can keep an eye out for it.

Why does it take 3 weeks for my Room by Room package?


Your package goes through a number of stages here at Room by Room. We review your design answers and work through the best finishes and materials to work in with your style and what you want to achieve. We then get these samples delivered to Room by Room. We co-design your solution based on the information you provided and the package you have ordered. We compile any schedules required and samples ready to send out to you. We’ll let you know via email as soon as your order has shipped. This email will include information on the delivery method, delivery date estimate and a delivery tracking code (where applicable). We will certainly do everything we can to ensure your package is delivered as quickly as we can.

I don’t like the design, what do I do?


The Room by Room process has been specifically designed to incorporate the style that works for you and your space. This information is collected from you when you complete the design review questionnaire. With every package we allow 1 round of alterations. Given the process that has been undertaken, we would consider any changes would be in the lines of: colour changes, moving around furniture, and variations to fabric selections.
Room by Room is a professional design service; qualified interior designers will be working on your rooms to give you professional and educated advice. Room by Room has been design to provide you a cost effective and simplified solution to help assist you with your interior renovations.

I’ve changed my mind about the style I wish to go with, what do I do?


For example: you wanted a minimalist scheme but have now decided you would country chic scheme. If Room by Room has finished the co-design process then you will need to purchase a new room package.
If we are part way through the process there is a chance we can stop at the stage we are at, email support@roombyroom.co and we can let you know.


Shipping & delivery

How long will it take before I receive my product?
If you are ordering furniture/items from your Room by Room package, the estimated delivery time frames will have been included on your furniture schedule in this package. Delivery times also vary depending on the products you’ve ordered and your delivery address.


I am ordering furniture, will they be shipped together?
Wherever possible we’ll ship your items together. However, if you order products with vastly different lead times we will consult with your to find out your ideal solution.


How much does shipping and delivery cost?
For any of the Room by Room design packages the shipping cost included.
For furniture and other products, shipping and delivery costs vary depending on what you buy and where you live. It is our main objective to provide you the best value and most reliable shipping and delivery. Please note Room by Room does not make money from shipping charges and we’re always working towards reducing shipping costs.


Do you deliver to Australia & New Zealand?
Yes we sure do. Room by Room packages can be delivered any where that post or a courier can reach. We do not take any responsibility for items that cannot be successfully delivered due to inaccessibility – for example apartment buildings without adequate locations for the size of your package delivery.
For products and furniture there may be difficulties in the very remote areas but we will let you know if there are any difficulties. By all means, if you do live in a remote area, send us an email support@roombyroom.co and we can let you know if there are likely to be any issues.


Can I have my items delivered to my workplace?
Yes of course. The Room by Room packages can be sent anywhere you like. If you wish to have your order shipped to your work address, please specify your company name and be very specific about the address details such as unit numbers, or “level” where delivery is to a multi-storey office building. We do not take any responsibility for items that cannot be successfully delivered due to inaccessibility or work place policy that prevents deliveries.
For larger furniture items we recommend that you get these sent to your home to prevent you needing to ship items twice.

Can I have my items delivered to a PO Box?
No, unfortunately not unless you are in a very remote location. To arrange this, you will need email support@roombyroom.co.

Do you deliver internationally?
We currently ship to both New Zealand and Australia.


Payments

What payment methods do you accept?
We accept payment by Visa, MasterCard, and PayPal.

All prices displayed on our web site are in New Zealand dollars and include applicable taxes.
For the Australian buyers, you will receive a small discount off the purchase price due to the foreign exchange rate.

How will purchases appear on my credit card statement?
Purchases will be listed on your credit card statement as ROOMBYROOM. These will be listed once only, an itemised invoice will be emailed to you.

Are my credit card details saved for next time?
No we don’t. For the sake of your security and privacy we do not keep these details.


Returns

I want to return an product – how do I do that?
The Room by Room design packages are not returnable. Once you receive your design package the time has already been spent on bringing together your solution. However as part of any Room by Room package, each package allows for you to provide feedback what has been provided and it includes 2 rounds of alterations to the design.
As part of the Room by Room design packages we provide fabric samples and product sizes so you can check whether the recommendation will suit your space and your style. However if you do change your mind or it’s not quite right, we can take returns anytime within 30 days of your receipt of the goods. Once the returned item is received, we’ll give you a credit on future purchases or a monetary refund of the purchase price (less the initial delivery charge), you let us know which you prefer.
To help us process your return quickly:
1. Email us support@roombyroom.co to let us know what you are returning and whether you would like a refund or credit. Be sure to include the following info in your email: your name, your order number & your RoombyRoom customer ID.
On receipt of your email we will let you know the delivery address for your return.
Returned items must be returned in the condition you received them, and in the original packaging. The goods must be unused.
You will be responsible for return shipping costs. We understand with larger furniture items this may not be easy to organise. When you let us know about your return, we can give you the details of our delivery company so you can use them.
Your refund will be processed and applied to your credit card as soon as possible after the receipt of your returned goods in original condition. With credit card companies there can be delays of up to 10 business days after the credit is applied.
If you chose to take a store credit immediately, this is available for use as soon as we have the products returned back to Room by Room. We will email you to let you know as soon it is ready for use.


Faulty/Damages

My item is faulty/damaged, what do I do?
That’s no good! In order for us to deal with the damage/faulty item promptly with our delivery company and suppliers, we request that you email the following details: your name, your order number, your RoombyRoom ID and a photo to support@roombyroom.co Be sure to let us know whether you would like a refund or store credit. For any damaged or faulty items the shipping will be credited back to you in full.
 


Unsubscribe

Too many emails?
We understand if your inbox is simply getting too clogged, you have the choice to unsubscribe at any time on the bottom of any newsletter. Or alternatively simple send us an email support@roombyroom.co with ‘unsubscribe’ in the subject and we will attend to that for you. Please be aware that if you unsubscribe from these newsletters you will no longer be receiving the fantastic discounts and deals that will be offered through our VIP room email newsletter.


Safety & Security

How do I know my transactions are secure?
Your security is super important to us and you having a great experience with Room by Room is one of our main objectives. You can rest assured that when you purchase through Room by Room your transactions are processed through a secure server that uses a high level on encryption. We certainly suggest you ensure your browser and security software is also up to date.


Contacting us

I want to deal with a real person – how do I get in touch?
You already are! We are on an online solution so all communication is online. You can make contact by emailing support@roombyroom.co
To find out more about the team, check out our about us page
To find out more about RoombyRoom, please refer to our Terms and Conditions.