Frequently Asked Questions
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. To register, please fill out our trade application here.
Do you offer Laybuy, Afterpay or payment plans?
We have Laybuy and Afterpay options on most fashion and homeware products. Simply add your order to cart then proceed to the checkout to select your preferred payment option. Made to order items purchased through our website are paid in full at the time of placing the order, unless they meet Laybuy and Afterpay price limits which will be listed on the product page.
Alternatively, you may order with us directly. We require a 40% deposit for furniture & lighting products and 50% deposit on fashion, homeware and accessories to place the order and the remaining payable prior to delivery. To enquire directly, please email email@example.com.
Do you ship your products internationally?
Yes, we ship fashion and homeware items locally and internationally, with the exception of perfumes.
Simon James furniture can be shipped internationally through our partner dealers and distribution network. We are currently unable to process international orders for Furniture & Lighting. If you are interested in products from our partner brands, please see their websites for your local dealers or touch base with us and we can pass on your request.
How can I track my order?
A tracking link will be auto-generated and sent to you when your order is ready for dispatch.
If your furniture & lighting order is in production or being imported, please contact our us at firstname.lastname@example.org for updates on the progress of your order. When your order is ready, we will be in touch to arrange freight delivery. Waybill details will be supplied shall you wish to get in touch with the carrier.
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 at email@example.com and we will do our best to accommodate your request.
I would like to cancel or return my order, can I do this?
In stock product can be returned within 14 days, for a credit or exchange. Made to order or imported furniture & lighting products are made to your unique requirements and cannot be cancelled after one business day from placing the order. Please choose carefully as we do not refund for change of mind. Please see our returns page for more 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 site visits for projects?
Whether you are renovating, building or furnishing your Residential or Commercial space, we offer consultations in the Auckland area. Please get touch with us on our consultations page for further information.
Can Simon James furniture be customised?
Most of our furniture designs come in a variety of sizes and modular options, allowing for multiple configurations suitable for most spaces. If you find our options do not suit your space requirements, we may be able to make custom adjustments to suit your needs. Please see our custom page for further information.
What fabrics can Simon James products be upholstered in?
Aside from the selection of fabric recommendations online, we have an extensive range of quality fabric and leather swatches at our showroom for you to view. Our fabric recommendations are based on the form, construction and type of use. If there is a particular fabric type or colour you want, 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 reviewed by our team.
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. Our dedicated sales team will be able to advise on selecting fabrics that suit your requirements.
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 be in touch if the lead time is different from what is indicated online at the time of placing the 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 holiday period and lead times for February and March will reflect this.
Do your products require assembly?
The majority of our furniture pieces 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 pages, e.g. Halford Bed, Case Lap shelving and Cross Extending table. Assembly instructions will be supplied with the order upon delivery. We can offer assembly assistance for areas in Auckland, please get in touch with us if you require this.
Can you store my furniture 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.
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. Saturday collection may be available at our showroom for smaller orders, please arrange with us prior to dispatch.
If you wish to arrange 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.
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 get in touch with us.
My furniture has arrived damaged, what do I do here?
Please contact us as soon this occurs 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.