FAQ

FAQ

What is your policy on sale items? | 

All our VIP discount sales (via newsletters) and/or Facebook sales are surprises but we can honour discounts for orders placed prior to the sale (up to 3 days), you will need to get in contact with us for a store credit. We do not take rain checks. Items bought on sale are not able to be returned or exchanged. So please choose carefully. Of course if the product is faulty we will replace or refund your money (if the product is out of stock). Any discount applied does not come off shipping prices.

Can I pay for an online order via bank deposit? |

You absolutely can! Please select this payment option at checkout. 

Do you offer laybys? |

At this stage, unfortunately Father Rabbit does not offer laybys.

How does the free shipping offer work? | 

Free shipping when you spend over $75 within New Zealand and $150 Australia. Please note, bulky items may be excluded from this offer. The description will outline if the product does not qualify for free shipping and we will contact you with a freight quote after you place your order.

When will I receive my order? |

We will process and dispatch your order as quickly as possible within standard business hours. Processing may take up to 3 working days at the most. Once your order has been processed we offer a next working day courier service between major cities and towns across New Zealand. This is a guide only and both rural and South Island addresses will likely take an extra working day. This service is subject to processing time and product availability - we will always advise if there is an expected delay.

Can I use a PO BOX for my delivery address? |

Yes absolutely! Please enter your PO BOX address at checkout. Please note, we can only offer this service for New Zealand delivery addresses. 

Do I have to be at home to sign for my parcel? |

We send all parcels via a non-signature required service meaning that the courier has the authority to leave the parcel somewhere safe until you get home. Please let us know if you'd like your parcel put somewhere in particular by filling in the special instructions section of your order at checkout. 

Is there a way to organise a Saturday delivery for my order? |

We can certainly help you with this. Please get in touch with us at info@fatherrabbit.com for pricing and services.

Can I arrange overnight shipping for my South Island order? |

We can certainly help you with this. Please get in touch with us at info@fatherrabbit.com for pricing and services.

How do I track my order? |

Once the courier has picked up your order from Father Rabbit HQ, you'll be emailed a tracking number so that you can follow the journey of your parcel.

What happens and I receive an order that's not mine? | 

We're so sorry that this has happened to your order. We're only a small team and sometimes mistakes do happen. Please get in touch with us at info@fatherrabbit.com and we'll take care of you and your order. 

How can I return or exchange an item? | 

Father Rabbit takes great pride in the products offered and the delivery methods used. If for any reason you are not happy please contact him as soon as possible. For a return to be processed, Father Rabbit needs to be notified within 14 days of your order. This excludes food, skincare, personal care items and items on sale. Clothing and footwear must be unwashed, unworn and with original tags and packaging. Items bought on sale can not be returned or exchanged. Please choose carefully.

If your item is faulty, the fault will be assessed by the Father Rabbit team and either repaired, replaced or refunded. Should the replacement item be out of stock we will either offer a store credit, an exchange for another item, or a refund.

If you're sending an online order back to us, we recommend using a tracked service as Father Rabbit cannot take responsibility for lost packages. Until your return is received by Father Rabbit, it is your responsibility. You will have received a returns form in your online order, please use this when sending back any items so we know who it's from. If you do not have your form handy, you can download it here

You'll be notified via email that your return has been processed at our Head Office. Please allow 3 working days for a return to be processed from the time that your return is received. All items will be inspected upon return. In the unlikely event that an item is returned to us in an unsuitable condition, we may have to send it back to you.

The cost of delivery for returns is not refundable. A further delivery charge will be required for sending out all exchanges. All returns are at the discretion of Father Rabbit.

Is it safe to order online? | 

We accept DPS, Paypal and bank deposit payments. Father Rabbit uses the DPS Payment Express Payment Gateway for its online credit card transactions.  This is a very easy credit card processing service for customers, especially those customers purchasing from another country for delivery in New Zealand as Paypal sometimes has issues if you are in one country and sending to another. 

DPS processes online credit card transactions securely for thousands of merchants globally, providing a safe and secure online payment service. Payments are processed in real-time. Father Rabbit does not have access to your full card number, this credit card payment is secured by DPS. DPS have bank grade security. All transaction details are stored in their PCI-DSS compliant Data CentreDPS Payment Express Software is certified with over 200 banks globally. Please v
isit www.paymentexpress.com for more info on online credit card payments. The option to pay via a bank deposit is for our New Zealand customers only. You will be sent by email our bank account details to make payment into our account once you place your order. Your purchase will be sent when we can see the money in our bank account. Sometimes this can take a couple of days between banks.

All prices are in New Zealand Dollars and Father Rabbit Limited charges your credit card in New Zealand dollars.  You can view different currency prices by changing to another currency in the footer of the website.  You can choose USD, Euro, GBP or AUD. If you live outside New Zealand, and have a foreign currency credit card, the New Zealand amount will be charged to your card  using your provider's current exchange rates.   Please remember that buy/sell exchange rates can be different depending on when your credit card provider processes the transaction, so the amount that appears on your credit card statement may be slightly different to the converted invoiced amount. Credit card companies may also charge international payment fees and/or commission for selling you foreign currency. Please contact your credit card provider directly for their terms and conditions.

Can I return an item that was made to order? |
Products which are made to individual customer specifications, this includes our sofas, peg hooks and our steel bed bases, which have to be ordered specifically for a customer cannot be cancelled or returned if the customer decides the customer no longer wants the products.

What is your privacy policy? | 

We are committed to protecting your privacy. We will only use the information that we collect about you lawfully and you will not receive marketing emails from us just because you have placed an order in the past.  Unless you want to receive our newsletter of course! You'll also be asked if you want to sign up if you place an order. Click here to sign up. We will not e-mail you in the future unless you have given us your consent or it is directly relevant to an order you have placed. Any information collected by Paypal for the strict intention of processing your order and will not be used for any other purpose, nor will they be disclosed to a third party. As Paypal processes all payments, we have no access to any credit card numbers or bank details at any point.