COVID-19 UPDATE : We're at Level 2 and sending out orders as normal

Frequently Asked Questions

General Questions

Are you a New Zealand company?
Yes! We're 100% New Zealand owned and operated, based in Ashburton.
Do you have a physical store?
No, sorry, not at this stage. This is something we may look at in the future.
Are your products available for purchase anywhere else?
No, not at this stage.

Products & Stock Questions

The product I want is out of stock, can you tell me when its available again?
Yes. You can sign up to be notified by visiting the product page of the out of stock item you want and entering your email address in the 'Notify Me' box. You'll get an email as soon as more stock is added to the website.
Where do you get your products from?
We source our products from both local and overseas suppliers.

Account Questions

Do I need to create an account to make an order?
No, but we recommended it. Having an account means you can keep a record of all your orders, tracking information and everything you'll need if you want to return anything.
How do I create an account?
Visit the My Account page in the top menu of our website. Complete the fields under the heading Register and you're all done.
How do I check and update my account details?
You can check and update your details by logging into your My Account page.
I've forgotten my password, how do I reset it?
When you visit the My Account to log into your account you will find a link under the Log in button that says "Lost your password?". Click on this and follow the prompts. It will help you to re-set your password.
If you get stuck for any reason, please get in contact and we'll sort it for you.

Order Questions

How long will my order take to get to me?
Complete your order before 12pm, Monday - Friday, and we'll get it on the courier the same day. Once CourierPost have your parcel, we expect it to take 1-3 days to reach you.

During peak times of the year, like Christmas, CourierPost can become very busy. Please allow an extra few days for delivery during these times.
Can I cancel or change my order?
Yes. If you can contact us as quickly as possible, before we have packaged and dispatched your order then we are happy to make any changes or process a refund.
How can I track my order?
We'll supply you with a tracking code once your parcel is packed and ready for CourierPost to pick-up. Then you'll need to head to the CourierPost website, enter your tracking code and they will update you with your parcel location and status.
What can cause my order to be delayed?
During busy times of the year like Christmas, we can experience delays with courier deliveries. Please allow an extra few days for delivery during these times.

Payment Questions

What payment methods do you accept?
We accept all major credit and debt cards via Stripe. We also accept payment with Afterpay & Laybuy.
Bank transfer can be arranged upon special request.
How do I redeem a coupon code?
You'll be prompted during checkout to enter a coupon code if you have one. Once applied, you will see the discount take effect. If you have any problems with it not working, please get in touch via our contact page.
Why isn't my coupon code working?
There could be a number of reasons for a faulty coupon code. Send us a message through the contact page and we'll get it sorted asap.

Delivery Questions

What shipping methods do you offer?
We use CourierPost as our courier to ship around New Zealand. We have found them to be quick and reliable. We also offer pick-up in Ashburton (NZ) by prior arrangement only.
How much does shipping cost?
We have 2 parcel sizes (Small & Large). Each have a flat rate for Urban and another for Rural.

Small: $5.00 Urban / $9.00 Rural
Large: $8.00 Urban / $12.00 Rural

For more information about our parcel sizes and ordering multiple items, please visit our Shipping page.
How long will my order take to get to me?
Complete your order before 12pm, Monday - Friday, and we'll get it on the courier the same day. Once CourierPost have your parcel, we expect it to take 1-4 days to reach you.

During peak times of the year, like Christmas, CourierPost can become very busy. Please allow an extra few days for delivery during these times.
What can cause my order to be delayed?
During busy times of the year like Christmas, we can experience delays with courier deliveries. Please allow an extra few days for delivery during these times.
Where do you ship from?
We ship from Ashburton (NZ). All of our stock is here ready to be shipped.
Do you ship internationally?
Yes, by special request.
If you wish to purchase from outside of New Zealand, please contact us before placing an order.

Refund & Exchange Questions

Do you offer refunds or exchanges?
Yes. To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
For more information and to request a refund, visit our Returns page.
What is your returns policy?
Our full returns police can be found here.
How do I return unwanted items?
To complete your return, we require you to read through our Returns policy and complete our Request a Refund form at the bottom of the Returns page.
Will you refund the return shipping cost?
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
For our full Returns policy, visit our Returns page.

What our customers are saying:

"VERY good value for money. Good quality, posted quickly!"
"Very happy with the quality of the product and the speed of shipping. Thank you!"
"Really cool products, looks like the picture and my daughter absolutely loves them!"
"Everything is very cool! The fabric is excellent, very delicate. just like the picture."
ABOUT THE KIDS ROOM
We get a lot of joy out of finding the best products for your kids special space. From birth to school, playtime to bedtime, The Kids Room are specialists in high quality, affordable, bright and fun kids room decoration.
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