FREQUENTLY ASKED QUESTIONS
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 7 days), you will need to get in contact with us for a store credit.
Discount available on product immediately available. No gift wrapping. No returns or exchanges unless product is faulty.
Any discount applied does not come off shipping prices.
Yes we do, through LayBuy. Click here to find out more about this service. Please note, LayBuy is not set up like a traditional layby service. LayBuy lets you receive your purchase now and spreads the total cost of your purchase over 6 weekly automatic interest free payments. To pay with LayBuy you require a LayBuy account. Please visit the LayBuy website to set up an account and to see full terms and conditions.
LayBuy is the only layby type service that Father Rabbit provides. LayBuy is available in store and online.
You absolutely can! We use a service called Account2Account. Account2Account uses your online bank account to make the transfer automatically into our bank account. This is a secure way of paying us, without needing a credit or debit card, that allows us to dispatch your order ASAP rather than waiting for a manual bank transfer to be processed.
Orders do NOT leave the general store until Father Rabbit has approved the Standard Of Wrapping. These parcels give us a telling glimpse into the psyche of our rabbit - they’re all lovingly wrapped… but to very strict standards. He’s tough, but with good intentions.
Select on the cart page if you would like our beautiful gift wrapping, free of charge.
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.
Please note, if you paid for your order via our Laybuy service, you may need to allow 2 additional working days for your refund to be processed. This is so Father Rabbit can get in touch with the Laybuy team to arrange the refund. Once we have confirmed that LayBuy will refund you, LayBuy will process the payment back onto your debit or credit card linked to your Laybuy account and they will adjust or cancel your payment schedule as necessary. This payment is subject to Laybuy's processing times. We cannot process any exchanges for items purchased on LayBuy.
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.
Our in store returns policy is different to our online returns policy because often our online customers do not have the opportunity to feel or see the colour of a product before making the decision to purchase it; often the way a piece feels or looks is crucial when adding it your home.
For all in store purchases, please note the following:
Father Rabbit will happily exchange or credit purchases made within 14 days and with a valid proof of purchase. This excludes food, skincare, personal care items and items on sale. Clothing & footwear must be unwashed, unworn and with original tags and packaging.
If an item is advertised for sale at a particular price either on the Father Rabbit website or in store, Father Rabbit reserves the right to let our customers know that there has been a mistake and the item is actually more expensive than advertised. Father Rabbit does not have to sell the item for the advertised price in the event that it is a genuine mistake. This is in compliance with the Fair Trading Act 1986. The Act protects the consumer against being mislead or treated unfairly by retailers. It also protects retailers when genuine mishaps occur with pricing errors.
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.
We accept DPS and bank deposit payments. Father Rabbit uses the DPS Payment Express Payment Gateway for its online credit card transactions.
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 visit 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. 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.
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.