Frequently asked questions

The things people usually ask before they order. If your question is not here, email us and we will answer it.

Delivery

How long until my order arrives?

Allow 11 to 20 business days in total. That is 1 to 3 business days for us to handle your order, then 10 to 17 business days in transit, which covers international shipping, customs clearance and delivery by a New Zealand courier. The full breakdown is in our Shipping Policy.

Is shipping really free?

Yes. Every New Zealand order ships tracked and free, with no minimum spend and no rural surcharge.

Do you ship overseas?

Not at the moment. We deliver to New Zealand addresses only.

How do I track my order?

A tracking number is emailed to you within 24 hours of dispatch. You can follow it on our Order Tracking page. Tracking often shows no movement for a week or so while the parcel is in international transit. That is normal and it will update once it lands in New Zealand.

About us

Where is Oat Loft based?

We are based in Christchurch and deliver anywhere in New Zealand. Everything on the site is chosen by us, described with measurements and materials, and shipped tracked and free.

Do you have a shop I can visit?

No, we are online only. Having no showroom or shop floor keeps our costs down, and that shows in the prices.

Problems and returns

My item arrived faulty or damaged. What now?

Send us photos by email within 30 days of delivery and we will replace the item or refund you in full, whichever you prefer. In most cases you will not need to post anything back. See our Refund Policy for the detail.

What is your return policy?

You have 30 days from delivery to return an item for change of mind, with no restocking fee, as long as it is unused and still has its packaging and tags. Full details are in our Refund Policy.

Can I cancel my order?

Yes, within 24 hours of placing it. Email our customer service team with your order number as soon as you can and we will cancel it and refund you in full.

How do exchanges work?

Email us and we will arrange it. Keep in mind that an exchange ships from scratch, so the full delivery window starts again. A refund plus a fresh order is often quicker. There is more on this in our Refund Policy.

What if my item develops a fault?

If something goes wrong within 30 days of delivery, email us photos and we will replace it or refund you. Beyond that, you are still covered by the Consumer Guarantees Act, so get in touch and we will work it out. Details are in our Refund Policy.

Get in touch