TERMS & CONDITIONS
These terms and conditions govern your use of The Porcelain Lounge online store. By placing an order, you agree to and are bound by these terms.
We guarantee that all products sold are free from manufacturing faults and defects for a period of time from the date of original delivery. (This period of time differs between brands, please contact us for specific information). In the event that a product is proven to be defective, you are entitled to the restoration of the goods through exchange or replacement, whichever is decided as being the most efficient and effective remedy.
It should also be noted that the guarantee does not cover:
— Any breakage caused by negligent and/or improper use of the goods
— Changes caused by normal wear and tear
— Any damage caused by lack of and/or erroneous maintenance
— Any damage due to an accident or force
— Degradation of finish caused by environmental factors
If you have a Warranty Claim please contact The Porcelain Lounge by telephone or email and you will be contacted by a member of our team within 48 Hours.
09 524 4973
04 473 1262
Product Care Suggestions
The Porcelain Lounge sources a variety of quality brands from all over the world. Naturally, each brand and each product has a specific set of care instructions to ensure longevity and maintenance. Please follow the care instructions that come with your product. If you have any questions, please contact us.
2. PRICE OF GOODS
The Porcelain Lounge is a New Zealand based business and all transactions are billed in New Zealand dollars.
The price you pay for the goods will be the price specified on the website. If you are outside of New Zealand this is relevant to the daily exchange rate as provided by xe.com at the time of the purchase.
The Porcelain Lounge prices are subject to variation without notice. The price payable for the goods shall be the price applicable on the date the goods are confirmed as ordered.
All our prices reflect the international market for our products, so you can be sure you are buying at a competitive price.
3. SHIPPING & DELIVERY
We offer flat rate shipping within New Zealand. Your purchase is dispatched from our Auckland Head Office, and delivery is handled by Courier Post.
As soon as you place an order with The Porcelain Lounge you will receive an email confirmation. Once the order has been processed, you will receive another email confirming dispatch as well as the relevant details for tracking your delivery.
Depending on your location, delivery will be within five (5) to ten (10) business days for items in stock. Delivery to remote areas may take longer but our aim is to deliver to you as quickly as possible.
Please make sure that the shipping address and contact details are correct as we’re unable to redirect orders once they are on their way to you. The delivery address must be an address within New Zealand and cannot be a PO Box or Freight Forwarding Location.
Before we can dispatch your purchases, we may need to confirm your details with your card issuer. We will do our best to keep delays to a minimum.
The Porcelain Lounge offers flat rate international shipping determined by your delivery country. The Porcelain Lounge uses DHL for international orders – this is the tracked express shipping method. Please note this is subject to change for each order. If your item(s) exceed the weight and/or size limit of the flat rate shipping, there will be additional payment required. We will notify you of this via email or phone prior to packing your order.
You are liable for any international import duties, customs & local sales taxes levied by the country you are shipping to. These taxes and duties may need to be paid in order to release your order from customs on arrival into your country.
Prior to dispatch, The Porcelain Lounge carefully and thoroughly packs the item in the brand’s original packaging, and adds additional safety measures to minimize damage during transit. If your item arrives in less than perfect condition, please contact us.
Here at The Porcelain Lounge, we can offer duty free prices for all our non-resident customers returning overseas. If you are travelling abroad, and wish to purchase at duty free, please contact us.
4. RETURNS & EXCHANGES
Here at The Porcelain Lounge, we want our customers to be completely satisfied with their purchase. We recommend you immediately inspect any goods that we deliver to you or that you collect from one of our stores. Please ensure you are completely satisfied with the goods, including that the goods are of acceptable quality, and match the description we have provided to you.
Online Shopping Policy
We reserve the right to accept or reject orders placed with us. If we reject an order, we will let you know why within 5 business days and refund any money that you have paid us. Although we make every effort to keep sufficient stock of items listed on the website, occasionally we encounter unforeseen supply problems or sell out of certain products and sizes due to unexpected demand. If we are out of stock of an item that you have ordered, we will aim to restock the item to meet your order, and will let you know the expected time frame for delivery.
Change of Mind
Please choose carefully as refunds are not provided where you have simply changed your mind or made a wrong selection. We recommend you carefully preview any orders before adding them to your shopping cart and proceeding with your order.
Goods Damaged in Transit
If any goods arrive damaged, please contact us as soon as possible. The Porcelain Lounge will arrange to have the damaged goods returned to our nearest store. We will either arrange for a replacement of the goods or refund the price to you. Damaged goods must be returned in the condition received by you with all original packaging, accessories and/or manuals.
Refunds will be made by The Porcelain Lounge via the method of payment you used to make your online purchase. Refunds will be processed as soon as the goods have arrived into our head office and have gone through inspection.
Any orders you wish to return must first be confirmed eligible for return by The Porcelain Lounge. Please contact us with your purchase number, and reason for return. Once we deem the item is eligible for return, we will provide you with a return number for processing at our head office. Please note, we will only accept items for return if they are in perfect condition with original packaging, accessories, and/or manuals.
Orders may be returned using any method of your choice, at your expense. We recommend a trackable and insured service. Make sure to include the returns form included in your package, and mail your return to the address below:
The Porcelain Lounge
2/319 Remuera Road,
Consumer Guarantee Breaches
Where The Porcelain Lounge considers the goods to have breached a consumer guarantee, any shipping costs to return the goods to The Porcelain Lounge will be at The Porcelain Lounge’s cost. For further information about the New Zealand Consumer Guarantees Act, please visit https://www.consumerprotection.govt.nz
We are committed to protecting our customer’s privacy. The Porcelain Lounge will never distribute any personal information to third parties under any circumstance, including those who subscribe to our mailing list. Personal Information is only gathered with your informed consent. Where you have provided personal information, it will only be used for the stated purpose. Payment information is not retained by The Porcelain Lounge following the completion of the purchase. The Porcelain Lounge does not take responsibility for any payment details sent via phone, email, or any platform other than via Payment Express.
6. SECURITY & ENCRYPTION
The Porcelain Lounge uses Payment Express to process payment. Payment Express are PCI DSS compliant at processor level and all sensitive information is encrypted with the 3DES protocol. For further information on Payment Express E-commerce security & encryption here: https://www.paymentexpress.com/security-ecommerce.
7. CONTACTING US
+64 (9) 524 4973 The Porcelain Lounge
10/319 Remuera Road,