Returns & Exchanges
We understand the importance of choosing perfect pieces to create a beautiful and comfortable home. If the product you purchased wasn't right once you got it home, our easy returns and exchange policy can help. Most products, including those purchased during promotional periods, are eligible for a full refund.
Outlet and permanently marked down products don't qualify for refunds but can be exchanged for items of equal value or returned for store credit. When you complete the returns form, you can specify whether you prefer a refund or an exchange.
Download the returns form.
Terms and conditions
- Returns must be made to us in original condition with packaging intact and within 30 days of receipt.
- You must provide a valid proof of purchase.
- Online purchases can be sent to us using our returns form, or taken to one of our stores.
- Refunds will be issued to your credit, debit or eftpos card. We do not refund purchases with cash.
- For hygiene reasons, we cannot accept returns or exchanges of duvet inners, mattress toppers or pillow inners, so please choose carefully.
- Where the exchange of a product is less than you originally paid, a store credit will be issued to you for the difference. This store credit expires after 12 months.
- Permanently marked down products or products purchased from the ‘Outlet’ page on our website are eligible for an exchange or a store credit but not a full refund.
Returns Address
Wallace Cotton Returns
2-4 Parkway Drive
Rosedale
Auckland 0632
Returns & Exchanges FAQs
Am I able to return items that were purchased from the Outlet, or permanently marked down?
There are no refunds on items purchased in-store that have been permanently marked down, eg: clearance items or product purchased from our outlet store. These products can be exchanged for another item, if returned in original condition with all packaging and proof of purchase. Store credit can also be offered.
Am I able to return items that were purchased that were part of a promotion?
From time to time, we have promotions where our products may be sold at a reduced price for a limited time, eg: 20% off storewide sale. Items purchased during these promotions can be returned for a full refund, exchange or store credit if the products are returned unused and in a re-saleable condition.
Can I return duvet inners, mattress toppers or pillows?
For hygiene reasons we cannot accept returns or exchanges on duvet inners, pillow inners and mattress toppers, so please choose carefully.
What can I do if my item is faulty?
Faulty items will be exchanged or refunded within a reasonable timeframe, with proof of purchase as above.
Can I return my online order to one of your stores?
Yes you can. Our friendly retail teams can refund* or exchange your online purchase. Have your account details or invoice number handy as proof of purchase for a quick exchange
Can I return my furniture purchase for a refund or credit if I change my mind?
All furniture pieces sold are a final sale and cannot be returned for a refund or credit for change of mind, so please choose carefully. In the instance that your item is faulty please contact our Customer Service team directly to discuss further.