At TSB Living, we want our customers to enjoy shopping with us and come back for more! For which we have the below commitment:
Motto - Great quality products, unbeatable price range and exceptional customer centricity
Warranty - All our products come with a minimum of 1 year return to base warranty ( unless specified otherwise on the advert)
Reply times - We aim to deal with all customer sales and support queries within 1-2 business days ( unless a delay is specified)
Shipping - Products are shipped the next working day for delivery within 1-3 working days for courier parcels and 3-7 working days for large freight.
Viewing and pick up locations – We have our showroom/ distribution centers based in AKL , WLG and CHCH showcasing a range of products and to deliver your parcels effectively and to service our customers promptly. Please refer to our https://www.tsbliving.co.nz/pages/contact
Combining discounts - Promotions ( including the signup discount code) can not be combined, unless specifically stated. The TSB signup code will not expire and can not be used on items on sale.
At TSB Living we strive to ensure that you have a pleasant trade - if you are not satisfied for any reason, we will do our best to get things fixed really quickly. We will meet all our obligations under the Consumer Guarantees Act and Fair Trading Act.
How can I pay?
At TSB Living we want to be as flexible as possible so you can get what you need when you need it, for which we have a variety of payment options to consider.
All locations take cash, EFTPOS and credit cards (credit cards attract a 2% terminal fee)
Afterpay - can be done online or instore at all locations, link to see how afterpay works –
Genoapay – can be done online or in store at all locations, link to see how genopay works –
Gem visa - We offer GEM visa interest free periods depending on purchase amount - $250 and over 6 months interest free and any purchases over $900 will get 12 months interest free.
Winz quotes - We also offer Work and Income quotes on all our items. Just reach out to our team to get a quote and guide you through the process. Please note that we can dispatch goods after the payment is cleared and on spotting the original Notice of credit.
Bank transfer – You can pay with online banking for your order and pick up once the payment has cleared, please refer to your purchase confirmation/invoice/payment instructions for our bank account number.
Bulk buys – For a bulk order, please contact us on firstname.lastname@example.org and we can get back to you with the best quote.
- Layby – We do layby with a 30% initial deposit and 6 weeks to pay the rest of the amount, 10% cancellation fees Please contact us for more details.
- Alipay – We accept Alipay in store at all our branches.
Where can I pick up my product from?
We have three pick up / viewing locations in NZ.
Auckland - 80 Springs road, East Tamaki, Auckland.
Christchurch – 78 Treffers Road, Wigram, Christchurch
Wellington – 1-9 Bell Road South , Gracefield, Lower hutt.
For store details/timing please check https://www.tsbliving.co.nz/pages/contact
We have contracted warehouses in Hamilton and Tauranga- Pick up viewing is not available in these locations
Can I view the product I am looking at online?
Yes, you can view most of the products listed online at our Auckland, Christchurch and Wellington distribution centers. We try our best to have most of our products on display, but sometimes this may not be possible due to space restrictions in which case best is to give us a call to find out if the product you are looking for is on display, If not, we may open a box for you to have a look at the color/material of the product at the store (which may not be made up as such and may take 10-15 min or longer)
How can I pick up my product?
Very simple! Buy the product online and come in to one of our stores for pick up. You can pay online or in store by any one of the means suggested in our how can I pay page.
You can also buy the product in store and pick up straight away.For Pick up locations and details please check link https://www.tsbliving.co.nz/pages/contact
Ideally the whole process should take anywhere between 10-15 min, in rare occasions it may take 20-30 min.
You need not call to book an appointment for pick up.
Your purchase will be reserved for 4 weeks (for pick up) ,failure to pick up within the stipulated timeframe , we have the right to resell the product and refund amount paid (if any)
Have a delivery/tracking question?
Courier parcels – We use Courier post for small-medium parcels. They have an extensive network and parcels are usually delivered overnight throughout North Island and within 1-3 working days throughout South Island (if your product has been dispatched from Christchurch , delivery should be within 1-3 working days for small parcels), Rural deliveries take up to 5 working days. In order to track your courier post parcel please follow instructions on the link https://www.courierpost.co.nz/track/track-and-trace/.
Large freight – We use various nationwide bulk freight carriers to ensure we have a vast coverage throughout NZ. Usual delivery timeframe for large freight is 3-7 working days. RD addresses may take 7- 10 working days.
Please note we do use other carriers in the lower north Island and South Island, so please contact us the carrier with the reference number provided as some transport companies do not have live tracking.
If your item has been dispatched with self freight please contact Syed on 0223155638 or email at email@example.com
Depot Collection – We can organize delivery to a collection depot closest to you from where you can organize pick up to save some $, please contact us and we can assist with this.
Large freight area coverage
Please note the below points:
General shipping terms
We do not deliver to PO boxes and RD deliveries may attract additional charges.
Please provide your contact number for deliveries without delays
Delivery will be to the nearest drop off point only
We do not do two person deliveries, so if you have a special request please let us know in advance and we can try to arrange this for you. ( may attract additional charge)
Most shipping fees are available under product descriptions, if you require a bulk delivery quote please contact us and we can come back to you with combined postage charges. Click here contact us page https://www.tsbliving.co.nz/pages/contact
Getting your products delivered to you on time is important to us and we will try our best to achieve it, however since we use third party carriers, we are unable to guarantee deliveries on a specific time.
My item has arrived damaged, what do I do?
If an item has arrived damaged please do not sign for the delivery( or note on the docket that arrived damaged) / if left without signature in both cases please notify us within 3 working days along with a reference number and photos
A replacement will be arranged for you as soon as possible.
Do not assemble or use a damaged item as this may void warranty and / or carrier claims along with additional labor/ hardware charge.
By signing for the delivery you are accepting that you have received the goods in good condition
My item has not arrived within the stipulated timeframe or arrived partially?
Please contact us – link to the contact page https://www.tsbliving.co.nz/pages/contact with your reference/ invoice number and we should be able to get back to you within 1-2 business days with an update.
In some rare occasion, freight may be lost in transit, please give us 5 business days time to investigate before we send out a replacement to you.
If we are notified that your item is damaged / lost in transit, we will send out a replacement straight away.
I am not happy with my purchase. What do I do?
We want our customers to be 100% satisfied with their purchase, but we understand that sometimes a product may not meet your requirements , for which we do accept change of mind returns, subject to the below conditions:
- Please contact us https://www.tsbliving.co.nz/pages/contact within 5 days of purchase with the invoice/reference number to notify us of the return.
- The item should be unused and in original packaging. Returns will be inspected on return to ensure it is in original unused condition incl packaging and accessories. If we find that the product cannot be sold as brand new, we have the right to reject the return or charge a 15% restocking fee.
- If the item was shipped to you, the original shipping and return shipping will be at buyers cost. We are able to arrange return shipping for you which will be deducted from the original amount paid.
- Please note that we do not accept change of mind returns of mattresses, toppers and related products for hygiene reasons. Please ensure you choose these items carefully prior to purchase.
Since most of our furniture is flat packed, we recommend not assembling the product if not sure it goes with your décor. Once assembled, we cannot return the product as a change of mind.
- Please note we do not organize pickups from RD addresses, if you live in an RD address, you may have to drop the product at the nearest courier depot for collection or provide us with a non-rd address for
- A refund / store credit / replacement will be supplied based on the resolution reached between the customer and ourselves only after the product has been returned back to us.
My product is faulty. How do I claim warranty?
Most of our products come with a minimum of 1 year return to base warranty on them. If you identify that your product is faulty please contact us with a photo/video of the issue along with your reference/invoice number and we should get back to you with an update within 1-2 business days. If it is a technical query it may take up to 5 working days as we may consult with our suppliers for effective resolution of the matter.
TSB Living may elect to repair / replace the item depending on the nature of the fault.
We may require for the item to be returned to our closest branch to be assessed further and if technical support is needed, it may take up to 10 working days.
Where possible we may offer parts/ partial refunds to aid the items operations/usage.
Please note we do not organize pickups from RD addresses, if you live in an RD address, you may have to drop the product at the nearest courier depot for collection or provide us with a non-rd address for collection.
Products purchased must be used for personal / household use (non-commercial) for warranty purposes.
Warranty does not cover general wear and tear caused by useAccidents or failure to follow care instructions.
Any modifications made to our products will void the warranty.
The warranty is valid from the date of purchase for 12 months and is applicable to the original purchaser of the product. (unless otherwise specified)
Warranty cannot be transferred and will be to the purchaser named on the invoice
- Where a product requires specialized installation such as an electrician or plumber, installers details and invoice may be requested for warranty purposes
- Ride on cars come with a 6 months battery warranty only.
I am waiting for a refund of my purchase.
Ideally refunds are processed within 2-3 business days once acknowledged by our staff in writing. Refunds will only be processed using the same mode of payment which was accepted at the time of purchase.Refunds will be processed once the item has been returned back to us either via couriers or by the customer’s directly.