FAQ

How long will my furnishings take to be made?

Pre-Covid, as a general rule it was taking around 4 working weeks to complete your order. Now, due to the volume of work within the wider industry coupled with some supply chain delays with fabrics, the overall lead-time is around 10 weeks. If it is finished sooner it will be despatched sooner. Further delays to this lead-time are usually only caused by some fabrics being held in stock overseas. I will inform you of this at the time of ordering. 

What if I measure incorrectly?

If the measurements or other specifications you supply are incorrect you will have to pay for any alteration or replacement (including freight). However, through my thorough pre-order process and contact with you this is highly unlikely to occur. In nearly 700 orders I have had only two mistakes - one mine and one my customer's.

What if McKenzie House makes a mistake?

If the goods are not made to the size or specifications that you supplied I will alter or replace the item/s in question at my cost (including freight). 

Are your products guaranteed?

Yes, all of the products available through McKenzie House are covered by a comprehensive guarantee. See Guarantee page for more details.

We live in a remote part of NZ. Can you deliver to us?

Yes, definitely. My suppliers and I use a network of couriers and freight specialists that ensure your parcel can be delivered to even the most remote parts of the country – it just takes a bit longer (but I'm sure you're used to that already, right?).

What if my parcel arrives damaged?

Every precaution is taken to ensure that your parcel arrives safely. However, accidents do happen from time to time. If your parcel is visibly damaged upon delivery you need to write “damaged on arrival” on the consignment note when you sign for the parcel. You also need to notify me within 48 hours following delivery so that I can work with the freight company to ensure a quick resolution to the issue.

If you discover previously unseen damage after you’ve unwrapped the parcel please contact me as soon as possible. 

Can you make items not listed on your website?

Yes, we can. Please just email me with your requirements and I will let you know if it's possible and how much it will cost.

Do I have to use one of your fabrics or can I supply my own?

You are more than welcome to send me your own fabric. Unlike many companies I do not charge a surcharge for manufacturing in your own fabric. 

What if I don’t like what I ordered – can I return it?

No, fabrics and furnishings ordered from this website are all custom made or cut to order so they are not returnable. Your payment can't be refunded simply because you have changed your mind or you don’t like what you ordered.

I've ordered several things from your website. Will they all arrive together?

Not necessarily. If the different products come from various suppliers they will be shipped separately and will arrive at different times. This ensures you will receive items as soon as they are ready rather than holding back an entire order for any product/s that might be delayed.

Can't see your question above?

Email me - I'm always happy to help.