Home > Customer Service
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Customer Service
Welcome to Madder & Rouge Online - we hope you enjoy visiting and using our website. If there is anything you are unsure about or need assistance with then please don't hesitate to contact us.
On this page you will find information about the following:
Our prices are in New Zealand Dollars NZ$ and all prices include GST.
Unless otherwise stated, prices do not include freight costs.
We reserve the right to change our prices without notice.
CLICK & CONTACTLESS COLLECTION
This is always available from our Auckland store. You can purchase online and often collect your items on the same day if we have contacted you to advise that they are available.
NEW ZEALAND NATIONWIDE DELIVERY *
Our $9.50 Standard Nationwide Delivery excludes delivery to Rural and 'Out of Town' addresses.
Rural & 'Out of Town' are delivery addresses the Courier Companies deem outside of the main town borders.
If you are unsure if you are a Rural or 'Out of Town' address, you can check at: www.addresscheck.co.nz
When we book a shipment with Aramex Couriers, their system automatically calculates if there is an additional 'Rural / Out of Town' delivery charge.
If this option has not been selected at Checkout we will email you with a link to pay the additional rural charges.
* Large Items - both our Standard and Rural delivery charges exclude large or bulky products. If an item does not qualify for our $9.50 and $17 nationwide delivery rate, it will be detailed on the item page. Contact us to discuss delivery cost options.
* Remote Locations - delivery to remote locations such as outlying islands may incur an additional charge. Contact us to discuss delivery cost options.
Whilst we have done all we can to ensure our website is up to date with delivery information, we do apologize if some items still have old delivery information. We are working to ensure all items both in stock and out of stock are correct.
TIMING - When we receive a standard order we try to process and pack that order within 1 to 3 days, and then contact the courier company for collection. For smaller sized parcels we may use NZ Post.
For orders placed by mid to late morning we are often able to pack and dispatch same day.
For custom made orders you will be notified of the timing when we receive the order.
We ship orders Monday – Friday as that’s when the couriers are working.
Courier Delivery Times Within New Zealand:
North Island orders should be delivered by Aramex Couriers within a day or so after they are collected from Madder & Rouge.
South Island and Rural Areas can expect orders to be delivered 2-3 working days after the order is collected from Madder & Rouge.
We are very flexible in regard to International shipping and can send Cushions as just the covers if required. Please contact us and we can advise the cost of the cushion cover without the feather inner.
For the International Shipping payment page please Click Here
We have created this page to allow customers to process a secure payment for customised orders.
If you have organised with us a special order that requires payment, you can make the payment via this page.
For further information and details please Click Here
We will advise you if there is an issue with wrapping your purchases (for products such as deckchairs etc).
If for any reason you are not satisfied with any product you have purchased on-line from Madder & Rouge, please return it to us in original and unused condition with the original packaging, & your receipt, within 7 days of delivery and we will replace it or refund the purchase price using the method you used for the initial purchase.
For Annie Sloan paint and finishing products the tins must not have been opened.
Please email us using the contact form and detail the reason you are returning the product. We will then email you back with a Returns Checklist.
Freight charges are not refundable unless the goods are faulty, in which case we will also refund you the cost of returning the goods to us.
Your right to privacy is very important to us. We want to ensure that your experience at Madder & Rouge is enjoyable, but also safe and secure and protects your privacy.
To enable us to offer you a service where enquiries and transactions are processed efficiently and with a high level of customer service, we may require your personal information such as: your name, your delivery address, your postal address, your email address, and your contact phone number(s).
This information will allow us to contact you via either email, or a contact phone number about an enquiry you may have, or the status of an order you would like to place, or have placed. This information will also allow us to send you either information you have requested, or products you have ordered, to your delivery or postal address via our designated courier company or postal company.
In all situations your personal information and order information that is retained by us is held securely with access only available to selected Madder & Rouge authorised personnel.
Privacy of our Email Lists. Individuals join our mailing lists and are added to our email database using the forms provided on this web site. We do not sell, rent, loan, trade, or lease the addresses on our lists to anyone. In addition, we configure our email software to refuse to divulge the email addresses of our list subscribers to anyone but authorised Madder and Rouge Limited staff, including other list subscribers.
Unsubscribe Policy. We strive to only send e-mail to those who want to receive it. If you would not like to receive future e-mails from us, please use the 'unsubscribe' link located at the bottom of our email communications.
Usage Information Collected By Our Website. Madder and Rouge does collect information about how people are using our website in order to improve the value and usability of our website and the materials available on the web site.
If you have any questions at all about our privacy policy, please email us.
Madder & Rouge Limited (“the company”) shall only supply goods to you (“the customer”) on the following terms and conditions unless we agree, in writing, to vary these terms and conditions prior to completion of your order. By proceeding to checkout, you are deemed to have accepted these terms.
1. Price
1.1 The company reserves the right to change its prices without notice.
1.2 Unless otherwise stated, prices do not include freight costs.
1.3 All prices are in New Zealand Dollars.
1.4 All prices include GST.
2. Payment & Delivery
2.1 Payment of the purchase price shall be made when an order is placed. The customer authorises the company to deduct the price and freight from the credit card or bank account nominated by the customer.
2.2 "Delivery" means the date upon which the customer collects the goods or the date the goods are physically delivered to the address nominated by the customer.
2.3 The company will endeavour to comply with all delivery dates agreed in writing but such dates will not be binding on the company.
2.4 The company uses a recognised New Zealand courier company to handle all New Zealand shipping, and will not deliver to PO Boxes.
2.5 All goods are fully trackable and insured until Delivery. You will be issued with a track and trace number when your order is shipped.
2.6 Rural delivery may incur an extra charge. If you live in a rural area, you must select that option in the checkout process to avoid delays with your order.
3. Limited Ranges
3.1 Prior to the supply of goods in limited ranges or goods made to order, the company may require a deposit from the customer.
3.2 The company will endeavour to comply with all orders of goods in limited ranges but such orders will not be binding on the company.
4. Disputes and Return of Products
4.1 No claim relating to goods will be considered unless made within seven (7) days of Delivery.
4.2 No goods will be accepted for return without the prior approval of the company.
4.3 All goods must be returned before a refund or replacement is issued.
4.4 All goods must be returned in original packaging and in resale condition. If you have altered the goods or damaged the goods in any way they will not be accepted for return (only items returned under warranty may contain minor wear and tear that in no way caused the product to be damaged).
4.5 All costs incurred in returning a product to the company are the responsibility of the customer.
4.6 If returning goods for a refund, please allow up to 3 business days for receipt of goods, plus an extra 3 business days for a refund to be credited to your card. The company will notify you as soon as your return has been received. Please note that, except if the item is faulty or incorrect, shipping is non-refundable.
5. Risk
5.1 All goods remain at the company’s risk until Delivery.
5.2 Delivery of the goods shall be deemed complete upon Delivery and/or when possession of the goods is given to a carrier, courier, or other bailee for purposes of transmission to the customer.
5.3 The time agreed for Delivery shall not be an essential term of these terms and conditions unless the customer gives written notice to the company making time of the essence.
6. Privacy Policy
6.1 Customer’s details required to create an account are used exclusively for the purpose of completing an order. The company will not sell, share or pass on your information to any third party in any form without your express permission.
6.2 All credit card transactions are processed by DPS and the company does not store credit card details in any form. When entering your credit card details on this website they are protected by a secure, encrypted connection to ensure they can not be intercepted by a third party.
6.3 From time to time the company may send out newsletters to inform customers of new products and specials. Subscription to this is voluntary and can be cancelled via your account menu at any time. Emails are handled by the company and not a third party.
7. Limitation of Liability
7.1 The company’s liability to the customer shall be limited to the replacement of any goods supplied to the customer.
7.2 The company shall not be liable for delay or failure to perform its obligations if the cause of delay or failure is beyond its control including suppliers not supplying their products or services on time.
7.3 Any links provided on this website are purely for research purposes only. The company in no way controls the content of any external site and will in no way be held liable for any loss and/or damage received from those linked sites.
7.4 The guarantees contained in the Consumer Guarantees Act 1993 are excluded where the customer acquires goods from the company for the purposes of a business in terms of sections 2 and 43 of the Consumer Guarantees Act 1993.
8. Miscellaneous
8.1 Failure by the company to enforce any of these terms and conditions shall not be deemed to be a waiver of any of the rights or obligations the company has under these terms and conditions.
8.2 If any provision of these terms and conditions shall be invalid, void or illegal or unenforceable, the validity, existence, legality and enforceability of the remaining provisions shall not be affected, prejudiced or impaired.
8.3 The Laws of New Zealand govern our trading and the customer agrees with the company to submit to the non-exclusive jurisdiction of the Courts of New Zealand and agree that any legal proceedings may be heard in those Courts.
8.4 The copyright in all images and designs used on this site is owned by either the company or one of the company’s partners. No images, content or information may be copied or re-used in any form without the company’s prior permission. This includes linking to images on this website directly from your site.
8.5 The company reserves the right to update these terms and conditions from time to time.
On this page you will find information about the following:
- OUR PRICING
- DELIVERY INFORMATION - NEW ZEALAND
- INTERNATIONAL SHIPPING
- CUSTOMISED PAYMENT PAGE
- GIFT WRAPPING
- OUR RETURNS POLICY
- OUR PRIVACY POLICY
- OUR TERMS AND CONDITIONS OF SALE
OUR PRICING
We are a New Zealand business based in Auckland New Zealand.Our prices are in New Zealand Dollars NZ$ and all prices include GST.
Unless otherwise stated, prices do not include freight costs.
We reserve the right to change our prices without notice.
DELIVERY INFORMATION - NEW ZEALAND
CLICK & CONTACTLESS COLLECTION
This is always available from our Auckland store. You can purchase online and often collect your items on the same day if we have contacted you to advise that they are available.
NEW ZEALAND NATIONWIDE DELIVERY *
- Standard Nationwide Delivery $9.50
(excludes rural or 'out of town' delivery addresses)
- Rural & 'Out of Town' Nationwide Delivery - flat rate $17
Our $9.50 Standard Nationwide Delivery excludes delivery to Rural and 'Out of Town' addresses.
Rural & 'Out of Town' are delivery addresses the Courier Companies deem outside of the main town borders.
If you are unsure if you are a Rural or 'Out of Town' address, you can check at: www.addresscheck.co.nz
When we book a shipment with Aramex Couriers, their system automatically calculates if there is an additional 'Rural / Out of Town' delivery charge.
If this option has not been selected at Checkout we will email you with a link to pay the additional rural charges.
* Large Items - both our Standard and Rural delivery charges exclude large or bulky products. If an item does not qualify for our $9.50 and $17 nationwide delivery rate, it will be detailed on the item page. Contact us to discuss delivery cost options.
* Remote Locations - delivery to remote locations such as outlying islands may incur an additional charge. Contact us to discuss delivery cost options.
Whilst we have done all we can to ensure our website is up to date with delivery information, we do apologize if some items still have old delivery information. We are working to ensure all items both in stock and out of stock are correct.
TIMING - When we receive a standard order we try to process and pack that order within 1 to 3 days, and then contact the courier company for collection. For smaller sized parcels we may use NZ Post.
For orders placed by mid to late morning we are often able to pack and dispatch same day.
For custom made orders you will be notified of the timing when we receive the order.
We ship orders Monday – Friday as that’s when the couriers are working.
Courier Delivery Times Within New Zealand:
North Island orders should be delivered by Aramex Couriers within a day or so after they are collected from Madder & Rouge.
South Island and Rural Areas can expect orders to be delivered 2-3 working days after the order is collected from Madder & Rouge.
INTERNATIONAL SHIPPING
We are happy to send to any International destination. Please email us and advise what you are interested in and your full delivery address including the Post Code. We will then get a quote and let you know the shipping costs. You can then pay for your International Shipping on-line as part of your order.We are very flexible in regard to International shipping and can send Cushions as just the covers if required. Please contact us and we can advise the cost of the cushion cover without the feather inner.
For the International Shipping payment page please Click Here
CUSTOMISED PAYMENT PAGE
We have created this page to allow customers to process a secure payment for customised orders.If you have organised with us a special order that requires payment, you can make the payment via this page.
For further information and details please Click Here
GIFT WRAPPING
We offer complimentary Gift Wrapping for most of our products. If you would like your purchase to be gift wrapped please request this during the checkout process. There is an area for delivery instructions, comments or gift message.We will advise you if there is an issue with wrapping your purchases (for products such as deckchairs etc).
OUR RETURNS POLICY
If for any reason you are not satisfied with any product you have purchased on-line from Madder & Rouge, please return it to us in original and unused condition with the original packaging, & your receipt, within 7 days of delivery and we will replace it or refund the purchase price using the method you used for the initial purchase.For Annie Sloan paint and finishing products the tins must not have been opened.
Please email us using the contact form and detail the reason you are returning the product. We will then email you back with a Returns Checklist.
Freight charges are not refundable unless the goods are faulty, in which case we will also refund you the cost of returning the goods to us.
OUR PRIVACY POLICY
We will never sell, lease, give or provide your information to any other third party.Your right to privacy is very important to us. We want to ensure that your experience at Madder & Rouge is enjoyable, but also safe and secure and protects your privacy.
To enable us to offer you a service where enquiries and transactions are processed efficiently and with a high level of customer service, we may require your personal information such as: your name, your delivery address, your postal address, your email address, and your contact phone number(s).
This information will allow us to contact you via either email, or a contact phone number about an enquiry you may have, or the status of an order you would like to place, or have placed. This information will also allow us to send you either information you have requested, or products you have ordered, to your delivery or postal address via our designated courier company or postal company.
In all situations your personal information and order information that is retained by us is held securely with access only available to selected Madder & Rouge authorised personnel.
Privacy of our Email Lists. Individuals join our mailing lists and are added to our email database using the forms provided on this web site. We do not sell, rent, loan, trade, or lease the addresses on our lists to anyone. In addition, we configure our email software to refuse to divulge the email addresses of our list subscribers to anyone but authorised Madder and Rouge Limited staff, including other list subscribers.
Unsubscribe Policy. We strive to only send e-mail to those who want to receive it. If you would not like to receive future e-mails from us, please use the 'unsubscribe' link located at the bottom of our email communications.
Usage Information Collected By Our Website. Madder and Rouge does collect information about how people are using our website in order to improve the value and usability of our website and the materials available on the web site.
If you have any questions at all about our privacy policy, please email us.
OUR TERMS & CONDITIONS
Madder & Rouge Limited - Terms and Conditions of TradeMadder & Rouge Limited (“the company”) shall only supply goods to you (“the customer”) on the following terms and conditions unless we agree, in writing, to vary these terms and conditions prior to completion of your order. By proceeding to checkout, you are deemed to have accepted these terms.
1. Price
1.1 The company reserves the right to change its prices without notice.
1.2 Unless otherwise stated, prices do not include freight costs.
1.3 All prices are in New Zealand Dollars.
1.4 All prices include GST.
2. Payment & Delivery
2.1 Payment of the purchase price shall be made when an order is placed. The customer authorises the company to deduct the price and freight from the credit card or bank account nominated by the customer.
2.2 "Delivery" means the date upon which the customer collects the goods or the date the goods are physically delivered to the address nominated by the customer.
2.3 The company will endeavour to comply with all delivery dates agreed in writing but such dates will not be binding on the company.
2.4 The company uses a recognised New Zealand courier company to handle all New Zealand shipping, and will not deliver to PO Boxes.
2.5 All goods are fully trackable and insured until Delivery. You will be issued with a track and trace number when your order is shipped.
2.6 Rural delivery may incur an extra charge. If you live in a rural area, you must select that option in the checkout process to avoid delays with your order.
3. Limited Ranges
3.1 Prior to the supply of goods in limited ranges or goods made to order, the company may require a deposit from the customer.
3.2 The company will endeavour to comply with all orders of goods in limited ranges but such orders will not be binding on the company.
4. Disputes and Return of Products
4.1 No claim relating to goods will be considered unless made within seven (7) days of Delivery.
4.2 No goods will be accepted for return without the prior approval of the company.
4.3 All goods must be returned before a refund or replacement is issued.
4.4 All goods must be returned in original packaging and in resale condition. If you have altered the goods or damaged the goods in any way they will not be accepted for return (only items returned under warranty may contain minor wear and tear that in no way caused the product to be damaged).
4.5 All costs incurred in returning a product to the company are the responsibility of the customer.
4.6 If returning goods for a refund, please allow up to 3 business days for receipt of goods, plus an extra 3 business days for a refund to be credited to your card. The company will notify you as soon as your return has been received. Please note that, except if the item is faulty or incorrect, shipping is non-refundable.
5. Risk
5.1 All goods remain at the company’s risk until Delivery.
5.2 Delivery of the goods shall be deemed complete upon Delivery and/or when possession of the goods is given to a carrier, courier, or other bailee for purposes of transmission to the customer.
5.3 The time agreed for Delivery shall not be an essential term of these terms and conditions unless the customer gives written notice to the company making time of the essence.
6. Privacy Policy
6.1 Customer’s details required to create an account are used exclusively for the purpose of completing an order. The company will not sell, share or pass on your information to any third party in any form without your express permission.
6.2 All credit card transactions are processed by DPS and the company does not store credit card details in any form. When entering your credit card details on this website they are protected by a secure, encrypted connection to ensure they can not be intercepted by a third party.
6.3 From time to time the company may send out newsletters to inform customers of new products and specials. Subscription to this is voluntary and can be cancelled via your account menu at any time. Emails are handled by the company and not a third party.
7. Limitation of Liability
7.1 The company’s liability to the customer shall be limited to the replacement of any goods supplied to the customer.
7.2 The company shall not be liable for delay or failure to perform its obligations if the cause of delay or failure is beyond its control including suppliers not supplying their products or services on time.
7.3 Any links provided on this website are purely for research purposes only. The company in no way controls the content of any external site and will in no way be held liable for any loss and/or damage received from those linked sites.
7.4 The guarantees contained in the Consumer Guarantees Act 1993 are excluded where the customer acquires goods from the company for the purposes of a business in terms of sections 2 and 43 of the Consumer Guarantees Act 1993.
8. Miscellaneous
8.1 Failure by the company to enforce any of these terms and conditions shall not be deemed to be a waiver of any of the rights or obligations the company has under these terms and conditions.
8.2 If any provision of these terms and conditions shall be invalid, void or illegal or unenforceable, the validity, existence, legality and enforceability of the remaining provisions shall not be affected, prejudiced or impaired.
8.3 The Laws of New Zealand govern our trading and the customer agrees with the company to submit to the non-exclusive jurisdiction of the Courts of New Zealand and agree that any legal proceedings may be heard in those Courts.
8.4 The copyright in all images and designs used on this site is owned by either the company or one of the company’s partners. No images, content or information may be copied or re-used in any form without the company’s prior permission. This includes linking to images on this website directly from your site.
8.5 The company reserves the right to update these terms and conditions from time to time.
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Contact UsOur Shop Opening Hours:
Madder & Rouge 25 Teed Street, Newmarket 1023 Auckland New Zealand 09 522 1062 home@madderandrouge.co.nz  
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