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Help and Support

Frequently requested help topics


Help and Support
  1. My account

  2. Registration
  3. Updating your details
  4. Email subscriptions
  5. Reviewing orders
  6. Personal information policy
  1. Buying Online

  2. Placing an order
  3. Viewing an order
  4. Changing an order
  5. Tracking your order
  6. Returns and Refunds
  1. Delivery info

  2. Freight charges
  3. Delivery times
  4. Where's my order?
  5. Can I pick up in-store?
  6. Damaged goods
  1. Payment and Product info

  2. Online payment options
  3. Product availability
  4. Finance options
  5. Warranty info
  6. Product Care
         

 

 

 

 

 


Tip - Can't find what you're looking for? Try our FAQ's page as well.

My account

Registering on the site

You can register before or during the shopping cart process. If you are new to the site, you can create an account using the link at the top of the page. We will ask you for some simple information (no credit card required at this stage) and also ask you whether you would like to subscribe to our regular updates and promotional emails.

Updating your details

Once you have created an account with us you can sign in and change your details at any time. Simply sign into the site and click the user name link at the top of the page. You'll be taken to the 'my account' page where you can update your profile, review current and past orders and manage your subscriptions.

Email Subscriptions

We will only send you emails if you have subscribed to our updates. You can manage your subscription status at any time in the 'my account' area. There will also be an unsubscribe link in any emails sent where you can easily manage the information we send to you.

Reviewing Orders

Whilst shopping with us you can review what's in your shopping cart at any time. Simply click on the shopping cart icon at the top of the page and you can view what you have added. You can also view current and past orders in the 'my account' page

Personal Information Policy

Your personal privacy is important to us. We retain your personal profile information to facilitate ease of use throughout this website. All information is held and saved according to the provisions of the New Zealand Privacy Act 1993 (“Privacy Act”). You should not share your login details with anyone and must keep this information secure. Harvey Norman does not retain any of your credit card details used in transactions made on this website. All credit card transactions are processed by Transaction Network Services (TNS) and offer robust levels of security for your protection. For our full Privacy Policy please click here.

Buying Online

Placing an order

We've made shopping online even easier! All you have to do is add items to your cart as you browse through the site. Once you have chosen what you need, you simply proceed to the Checkout stage where we will ask you to confirm the details of your order. We'll also take you through the delivery options where you can choose to either pick up at a store near you or have your items shipped to your home or workplace. The last stage of the process is paying for your items via credit card or your Visa Debit card. Once your order is complete - we'll send you a confirmation email detailing your order.

Viewing an order

You can view an order throughout the shopping process and change it accordingly. Once the order is placed and payment is made - it cannot be edited or changed. You can however view the order (and any past orders) in the account section of your profile by clicking the user name link at the top of the page.

Changing or cancelling an order

Once an order has been accepted and payment made it cannot be changed. Depending on whether the order has been processed and shipped by the store, you may be able to cancel the order by calling us on 0800 088 144 or completing the contact us form. Please note - we will always do our best to accomodate your request but you may be liable for additional freight costs to return any items purchased in error. For our full returns policy please click here.

Tracking your order

We use two methods of delivery. For most small to medium items, our carriers will be PBT couriers. Once your item has been shipped, you will receive a notification email with the shipping reference number. All PBT deliveries can be tracked and traced here.

If you have ordered large bulky items, they will be shipped by our in-store carriers. Due to varying delivery dates and times with certain furniture and bedding items, your local store will contact you within 24 hours of receiving your order to arrange delivery. If you require an update on your order status - please contact your local store directly or call us on 0800 088 144

Full details on Delivery can be found here

Returns and Refunds

We understand there will be occasions where you may be sent an incorrect item or the goods sent may be faulty. We stand by the products we sell and will gladly refund your purchase or replace the goods subject to the provisions of our Returns Policy. If you encounter a problem with a product, please contact the store that shipped the order (detailed on your copy of the invoice) or call us on 0800 088 144. We will arrange to pick up the item if it was our error and return it to the originating store.

Faulty Goods - If you receive a product that appears faulty at time of delivery, subject to the nature of the fault and inspection by the store that dispatched your order, the store will arrange the replacement, repair or a refund for the item.

Delivery Info

Freight Charges

Freight charges are calculated by the combination of the weight and size of your item and the distance between the shipping address nominated by you and the distance to your closest Harvey Norman store. This is done automatically as you progress through the checkout process and you will be advised of the total cost before committing to the purchase. You can nominate to pick up the items from your local Harvey Norman store or we can ship to your work or home address. Check out the delivery page for a full list of charges and information. Please note, if you have special delivery instructions, note those on your order or contact us with your details. There may be additional charges for special delivery requirements.

Delivery Times

Our stores ship items Monday to Friday with regular pick up & drop off cycles by our carriers. All deliveries require a signature to ensure the security of the item. Please make sure someone is available to receive your package(s) and advise us of any special delivery details in the notes section of your order. Deliveries are made during normal business hours and if we cannot obtain a signature from the recipient, a calling card will be left by our courier drivers.

Delivery times are subject to stock availability, the weight and dimensions of the item and also the distance between your nominated shipping address and the store shipping your order. Click here for more information

Delivery:

Shipping address up to 50kms from store 2-3 business days
Shipping address 51-100kms from store 2-3 business days
Shipping address over 100kms from store 3-5 business days or by arrangement
   

Where's my order?

If you haven't received your order within the timeframes detailed above you can check on the progress of your delivery using the track and trace tools or call us on 0800 088 144. We will verify the status of your order and folllow up with the nominated store on your behalf.

 

Can I pick up in store?Look out for our in-store signage

Yes you can. With 35 stores Nationwide, there will be a Harvey Norman store within driving distance for most New Zealanders. If you are not within easy driving distance, you have the option of selecting delivery in the Checkout process. Look out for the in-store signage pointing you to the online pick up stations.

Please note: when picking up in store, you will need to bring the following:

  • A copy of your order confirmation email
  • Photo ID
  • The Credit Card or Debit VISA card used for payment of your order.

 

 

Damaged or Lost Goods

If your goods arrive damaged or get lost in transit, contact us immediately on discovery of the damage or loss and at all times within 24 hours of receiving your order. You can lodge a damaged or lost goods claim by calling us on 0800 088 144 or e-mailing us here.

 

Payment and Product Info

Online Payment Options

Currently we take VISA, VISA Debit Cards, VISA Pressie Cards, Mastercard and American Express as forms of payment for online transactions. We do not accept EFTPOS, Direct Funds Transfer or other forms of wire transfer services. Unfortunately we cannot accept gift vouchers or store credit for online purchases.

 Product Availability

We make it a priority to stock products online that we can fulfill across the country but there may be occasions where the popularity of a product, promotion or special price means it sells out faster than our systems update. Products offered on the website may vary from our retail stores and in some cases may only be available online. This also applies to pricing on some promotions where 'online only' pricing may apply.

Generally, if the product is available to be purchased online it will have an 'add to cart' button. When a product is no longer available to 'add to cart' it means it may have sold out, be temporarily out of stock or be on backorder. You can still add the product to your wish list and purchase when the item comes back into stock. Most items are available to buy online. If the product is not available online, it may be available in store.

Harvey Norman does not guarantee the availability of any specific product at any time.

Limit per person

We may limit some promotions and product quantities purchased per person, per household or per order. These restrictions include orders placed from the same user account, credit card, and sometimes even orders that use the same billing and/or shipping address. We reserve the right to limit quantities sold, including the right to limit or prohibit sales to dealers.

Finance Options

Harvey Norman are well known for its great interest free deals and finance offered through GEM Visa. We also offer Flexirent, a great way to access the latest technology on a budget you can afford.

 

 Warranty Info

Most of our products come with a manufacturer's warranty. The details will be specific to each product and will vary with some manufacturers offering more than 12 months. Where this is not the case, you can opt to purchase Product Care to provide you additional piece of mind and extended coverage.

 

 Product Care

Product Care can be purchased to cover you if you experience a major failure of your goods. You are entitled to the goods being repaired, replaced or having your money refunded depending on the option you choose. Click here for more information on Product Care, including how to make a claim.

   
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