Frequently Asked Questions
What fabrics can Simon James products be upholstered in?
Aside from the fabrics shown on our website, we have an extensive range of quality fabric and leather swatches at our showroom for you to view. We have a selection of fabrics we recommend for each design based on the sofa form, construction and cushion detailing. If there was a particular fabric type or colour you wanted, we can look at sourcing this through one of our fabric suppliers. Additionally, you can source and supply your own fabric, as long as it has been approved to work on the design you are considering by one of our sales consultants.
How can I look after my new furniture?
Simon James products are designed for longevity, however, all furniture requires specific care in relation to the materials and finishes used. More details on how to care for your Simon James furniture can be found on our care page.
Will the sun cause the fabric on my sofa to fade?
The likelihood of your fabric fading over time depends on the UV Blue Scale rating on the particular fabric you have chosen. Please note all fabrics will have some fading over time from sunlight, heat or harsh interior lighting. If your sofa is placed next to a window in full sun, we always recommend UV protection film on your windows. Please contact our sales team for further advice on selecting fabrics that suit your requirements.
Can Simon James products be customised?
Most of our designs come in a number of different sizes and modular options, allowing for multiple configurations suitable for most spaces. If none of these options suit your space requirements we can customise the dimensions of a design. Please note this may not be possible on all products. There is also an additional cost and longer lead time for this bespoke service. Please see our custom page for further information.
I am unsure what will work in my space, do you offer in-home visits?
Whether you are renovating, building or furnishing your Residential or Commercial space, we offer at-home consultations in the Auckland area. Please see our Consultations page for further information.
Where are Simon James products made?
All Simon James products are made in New Zealand. Our partner brands are made locally and worldwide.
Do you offer Laybuy or payment plans for furniture orders?
Made to order items purchased through our website are paid in full at the time of placing the order, unless they meet Laybuy price limits which will be listed on the product page. Alternatively, ordering in person or over the phone through our Furniture & Lighting showroom, we require a 40% deposit to begin an order and the remaining payable prior to delivery.
How long will it take for my furniture to be made?
Lead times are listed on the product pages and can vary during the year. We will contact you if the lead time is different from what is indicated online at the time of placing an order.
These lead times are subject to change through November / December; each year we have a pre-Christmas cut-off date to ensure delivery before the 24th of December. Please note our showroom and factory close for three weeks over the Christmas period and lead times for February and March will reflect this.
Can you store my order until I am ready for delivery?
Unfortunately we have limited storage space and are not able to hold orders longer than 4 weeks from completion. If you have an estimated installation date that you are working towards, please touch base with us and we will work to shift our production timeframes in order to deliver your order when you are ready to accept it.
I live out of Auckland, can I have my order delivered?
We can deliver anywhere in New Zealand. We work in partnership with a range of freight carriers to ensure safe and timely delivery. Please see our Shipping page for further information.
How long are my products under warranty?
Our warranties vary depending on type of product and brand. Simon James product warranties are listed on our care page. For our partner brands warranty information, please contact us.
How can I track my furniture order?
If your order is in production or being imported, please contact our sales team at email@example.com for updates on the progress of your order.
If your order has been dispatched, please see the tracking link you have been sent or for furniture freight you will be supplied waybill details with the carrier. You are welcome to contact them directly, quoting the waybill number. Otherwise, please do not hesitate to contact us to track the order for you.
Can I pick up my furniture or arrange my own freight?
We offer free collection of your furniture from our Auckland based warehouse, which is open Monday-Friday. Please select this option when confirming your order and we will contact you when the order is ready for pick up. For Saturday collection, we can arrange smaller items to be collected from our showroom, please contact us for this option.
For arranging your own freight, please touch base with us for dimensions and weight of the products, along with pick up information. Please note that our warranty only covers the items for damages with our freight partners.
I would like to edit my order, can I do this?
Please contact us within one business day of placing your order if you would like to make changes. After this time we may not be able to make changes or there may be fees incurred, however please do not hesitate to contact us and we will do our best to accommodate your request.
I would like to cancel or return my order, can I do this?
Made to order or imported products are made to your unique requirements and cannot be cancelled after one business day from placing the order.
In stock product can be returned within 14 days, for a credit or exchange. Please choose carefully as we do not refund for change of mind. Products must be returned unused, with all original packaging and we reserve the right to refuse a return if the product does not meet our requirements. Return shipping costs are the responsibility of the purchaser, unless the products received were damaged/faulty.
Do you work with trade?
We work with a variety of trade clients on both Commercial and Residential projects, from Architects and Interior Designers to Developers and Specifiers. Please contact us at firstname.lastname@example.org to set up your trade account.
How do I change my delivery address?
Please contact our team on 09 377 5556 or email@example.com to update our delivery details. If your order has already been dispatched there may be additional charges.
Do your products require assembly?
The majority of Simon James products are delivered as whole and complete items with no assembly required. There are a few exceptions to this and the information is noted on the product page, for example Halford Beds, Case Lap shelving and Cross Extension tables to name a few. Please reach out if you have any questions regarding assembly instructions or options for installation.
My furniture has arrived damaged, what do I do here?
Please contact us as soon as you are able on 09 377 5556 or firstname.lastname@example.org and we will work through a solution as quickly as we are able. We ask for understanding in these circumstances, as some damages can require rework or remakes. If you are able to note the products as damaged with the carrier when accepting the delivery, this is very much appreciated.
Do you ship your furniture internationally?
We can ship Simon James furniture internationally through our partner dealers and distribution network. We are currently unable to process international orders for Furniture & Lighting through our online store, so please contact us for a quote.
If you are interested in product from our partner brands, please see their websites for your local dealers or touch base with us and we can pass on your request.