What's the difference between Folders and other retailers. Simple. You won't talk to a computer or a foreign call centre. The people who run Folders actually own the company and their livelihood depends on giving you a great experience With us every reasonable request will be answered with a 'YES'.
Our head office, and only showroom, is located in Kaitaia. This is where our customer service centre and product experts are based and waiting to receive your call.
We typically deliver your order from our Kaitaia Service Centre for all small and medium sized products. For oversized items such as furniture and large appliances we generally arrange shipment direct from our local New Zealand supplier. This is the most cost effective and efficient method so we can keep freight rates and delivery times as low as possible.
We are a retailer of products from the most trusted selection of Australian, New Zealand, and international brands. While products are manufactured across many different countries, all the products sold by Folders are imported into New Zealand warehouses before being sold on to us, and then of course you.
No. We only sell brand new goods with a full manufacturer's warranty. We do not sell seconds or second hand goods.
Yes. This is in addition to the rights you have under New Zealand consumer law.
Yes we can. While we work hard to ensure our prices are competitive, if you see a product advertised by a reputable retailer cheaper elsewhere please take advantage of our Price Match Guarantee. Folders will match the price for brand new, identical, in-stock, products. (including delivery) In fact we really want to know as we hate to be beaten!
To match price the product must be:
- Identical and brand new in a box.
- Publicly advertised within the last 7 days.
- Available to the general public
- Currently in stock and available with the supplier.
We will not price match:
- Prices of memberships or reward groups
- Wholesale prices
- Written or verbal quotations
- Products from Agency brands (eg. Miele) - these prices are set by the manufacturer and are consistent throughout New Zealand.
We match the advertisers TOTAL price, including all fees and shipping costs. See our Price Policy for more details.
When placing an order online you can pay with most reputable credit cards, or Paypal. We also have a range of flexible Buy Now Pay Later options, including Humm, Laybuy, and Afterpay.
Yes, we have one showroom - in Kaitaia. For most of our customers this is a bit far away! However, by only having the one store our overheads are low and our aim is to find the right product for you without having to visit a showroom. Need help deciding? You can call or email our experts anytime during business hours. In fact we encourage it, even if it is just to talk to a real person and feel a little more confident that your needs will be met and the product delivered to your satisfaction. Promise you won't spend hours listening to soft music. We generally pick up straight away, or if not, simply leave a message and we guarantee to get straight back. YOU are important to us.
We deliver across the country so we probably deliver to you - as long as we have courier or truck access. Online orders can be shipped anywhere in New Zealand.However, the Chatham Islands, Great Barrier Island, and Stewart Island are a little more problematic. Please contact us in this case to see what we can do. We are certainly able to deliver to a freight forwarder arranged by the customer.
While you can place an order online from overseas, we are only able to delivery to valid New Zealand addresses and you will be required to provide both a New Zealand address and valid New Zealand contact details during the checkout process or alternatively give us a call.
It often depends what time of the day you order, where you live, and whether it is a courier pack, or a truck delivery. It can be overnight to normally 3-5 working days depending on the circumstances. We will always communicate with you keeping you fully informed.
Large delivery items
Most of our large sized orders will be sent direct from our suppliers. Delivery times for large items will depend on stock level and dispatch times at the supplier. If there is a stock issue our customer service will immediately contact you with expected delivery times, any alternatives we can offer, and if you do not wish to wait will arrange an immediate refund. In most cases there is no problem and you will receive email notification when your order has been processed and a call from our team will follow to confirm delivery. Bookings for delivery times are usually available within 3 working days from when our team calls you.
Small delivery items
Delivery times for small items are dependent on stock availability in store at the time of your order. Generally if its on our website it is available. If for any reason we do not have it in stock you will be immediately contacted with an expected delivery time. If you do not wish to wait an immediate refund will take place upon your instruction. n most instances the item will be in stock and our team will dispatch the item out to you on the next available courier. You will receive notification when your order has been processed and you will also receive an email when your order is dispatched via CourierPost to advise you that the item is on its way.
Depends on the product and your location. The freight cost will be provided on the product page of our website. For small items we combine delivery costs wherever possible. Items such as large appliances there is a standard charge of $89 for each item. For more information go to Local delivery or Nationwide.
If we receive small item orders by 11.00am we often courier it same day. It can depend on our customer service workload so if it is urgent please let us know and we will see if we can bump you up the queue!
We deliver during business hours. With large appliances the freight company will generally call to confirm the time. Any concerns please contact us.
We will keep you fully updated. For large appliances our drivers will be in contact to confirm time on the day.
Contact us immediately. We will always endeavour to meet your needs but we need time to reschedule so give us at least 1-2 days notice.
Please call if you need to change delivery. In most instances we will not charge extra but we cannot guarantee not to do this.
Yes, someone can accept your delivery if you are unable to do so but please notify us. so everything runs smoothly.
At the moment we can only offer this service in, and around, Kaitaia where we deliver in our own trucks and can arrange an electrician, builder, or plumbers as required. Nationwide deliveries we can only offer delivery to door at this stage.
No problem. Contact our customer service
Yes. If you are local, or happy to drive up to Kaitaia. You will receive notice of when your order has been processed and when it is available to pick up. You will not be charged a delivery fee. Products may only be picked up from Folders upon presentation of valid New Zealand photographic ID and an order number. Please ensure that the person you have named to pick-up the order shows one of the following forms of ID:
• New Zealand Driver's licence
• 18+ card
We use CourierPost for small item deliveries; once you have received email notification that your order has been dispatched and you have been supplied with a tracking number, you are able to track your parcel via the track and trace section of the courier post website: www.courierpost.co.nz
For large item deliveries, you will be contacted by our team to pre-arrange a time for delivery once your order is processed and your item is in-stock with them. To make changes to your delivery time or for updates on product lead times, please contact us on 0800 156 678 during normal business hours.
If your product has not been dispatched we can cancel your order and arrange a full refund. Alternatively, if you wish to change the product to something else before dispatch, we can change your order and you will pay the difference if the new item is more expensive or we will refund you the difference if it is cheaper. Just contact us and we will get the changes underway!
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.
We will contact you immediately with estimated time of arrival (ETA). We can also offer you an alternative if available. If neither these options are suitable we will arrange a full refund upon your instruction.
You will receive an email confirmation that a refund has been processed. The funds can take the banks up to 3-5 working days to return to the account you initially paid with.
Please report any damage to our customer service team immediately. If your item was damaged between leaving the Folders 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 accepted 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.
If the item has not been unboxed and packaging remains intact we will accept the return and can either replace the item with the correct one or provide a refund once the item has been returned and assessed to be in good condition. The cost of return freight is the customers responsibility.
Please arrange with Folders to return the item for testing. If we confirm that the item was damaged before leaving the Folders warehouse, or was faulty out of the box, your item will be repaired or replaced by Folders free of charge. A refund may also be offered in some circumstances.
If your item did not arrive the first thing to do is contact us, and we’ll initiate an investigation. 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. This can take a while as we are at the mercy of the courier company but we will pursue it vigorously.
Regrettably, neither Folders nor the courier company are able to refund or replace items that have been lost, damaged or stolen after being delivered to your property.
Provided the item is unopened and in mint condition we’ll replace the item with the correct one or provide a full refund. To receive your replacement or refund you must return the original item to Folders. 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.
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. Folders is fully committed to protecting your rights under the Consumer Guarantees Act. If you have any questions please contact us.
Please contact our customer service or the manufacturer directly. It is best, or most efficient, that a direct contact between yourself and the manufacturer's service department is arranged so they can assess the fault with you and organise the appropriate solution.
Please contact our team at Folders and we will chase it up with the manufacturer.