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DELIVERY, PICK UP & RETURNS
We make free deliveries throughout New Zealand with orders to the value of $99 dollars or more. For purchases below $99 we charge a flat rate of $7.50.
If you need your order in a hurry we will attempt to get them to you as fast as possible. If we can only partially fill your order we will email you to ask whether you would like us to ship the items that we have available and the balance later or hold the order to send all items together.
We will generally ship orders of in stock items, placed before 12pm, the same day; or after that time, during normal business hours the next day. You should allow 2-5 days for large items (e.g.office furniture & business machines). It is not usually possible for us to arrange delivery on a weekend or statutory holiday.
Where normal delivery is likely to be delayed by more than five days we will email or call you to advise and arrange a convenient delivery date. Some products do have longer lead times; when this is the case we will always contact you promptly and advise a delivery time.
Picking up an order
If you live in New Zealand, orders placed online can be picked up in person from Marston Moor’s retail store, located at 74 Commerce Street, Kaitaia, 0410.
How to Order
To place a pickup order online, add items to your trolley as normal then proceed to the checkout. In the “Shipping Method” section, click the “Pick Up” button. There is no delivery fee for pickup orders.
Not all products are held in stock, so to avoid disappointment, place your order online and wait for us to notify you that your order is ready before coming to pickup. If your item is in stock you will be notified shortly after placing your order.
Normal Opening Hours
Our pickup hours are between 8.30am and 5.00pm Monday to Friday, and 8:30am to 7pm on Saturday. Pickups are not available on Sundays or public holidays.
The vast majority of orders at Marston Moor are delivered without issue, but understandably from time-to-time things go wrong and you may need to arrange a return. This page should help you determine what's covered.
The item I received is not the item I ordered
Provided the item is unopened and in mint condition we’ll replace the item or provide a full refund. To receive your replacement or refund you must return the original item to Marston Moor. You will be provided with a no-cost return-addressed courier satchel (or similar) and process your refund or replacement within 2–3 days of receiving your item.
The item I ordered was damaged in transit
If your item was damaged between leaving the Marston Moor warehouse and arriving at your delivery address, you will receive a full refund or replacement. Courier Post will collect the damaged parcel from your address, along with the original packaging, and once the damage has been verified your return will be processed. This process can take up to one week. Please note that for your claim to be accept you must retain the original packaging for your item(s), and the original packaging material used to deliver your order e.g. the courier satchel or delivery box.
The item I ordered arrived faulty or didn’t work as intended
Please arrange with Marston Moor to return the item for testing. If we confirm that the item was damaged before leaving the Marston Moor warehouse, or was faulty out of the box, your item will be repaired or replaced by Marston Moor free of charge. A refund may also be offered in some circumstances.
The item I ordered did not arrive
If your item did not arrive the first thing to do is contact us, and we'll organise.
If the “track and trace” on your order indicates that it has been delivered, but you’re unable to find it, we will start an investigation with the courier on your behalf.
Regrettably, neither Marston Moor nor the courier company are able to refund or replace items that have been lost, damaged or stolen after being delivered to your property.
I've changed my mind and no longer want the item I ordered
Change of mind returns can be processed as long as the item is unopened and in mint condition. The shipping for the return will also be at the cost of the buyer. Once we have the item in hand we will have our Returns Team assess the item and if everything checks out OK you will receive a refund of the returned goods only.
I've had my item for a while, but it no longer works as described
We will assist where possible with the repair or replacement of faulty items. Where appropriate, we are also happy to work with our suppliers on your behalf or provide you with the contact information for the right people to speak to.