FAQs

When will I receive my order?

We will process and dispatch your order as promptly as possible within standard business hours. Orders placed before 12pm Monday to Friday will be processed within the same day, orders placed after 12pm Monday to Friday or anytime Saturday or Sunday will be processed on the next business day. 

Courier times are 1-3 working days for New Zealand and 3-5 working days for Australia, international shipping times will vary. Please note that courier delivery times are estimated and do not include processing and dispatch. You will receive an email confirming that your order has been shipped which will include your tracking number. When supplying a delivery address where possible use a physical address where there will be someone present to receive your delivery between 9am – 5pm weekdays.

If your order contains a combination of wall art, bespoke items and home accessories for example, you may receive multiple deliveries as these are managed by separate delivery partners.

Number 25 or Courier Post are not held responsible if a parcel is stolen, lost or damaged after your parcel is delivered to your physical address. Our insurance covers the item only up to the point of delivery. 

What are the delivery charges?

In New Zealand, our standard shipping fee is free excluding bespoke or larger items. Outside of New Zealand, our flat rate shipping is $35 NZD. 

Do you deliver internationally?

Yes we do.
 
What can I do if my order doesn’t arrive within the expected timeframe?

If you haven’t received your parcel after the expected delivery time, please check its progress via the tracking link in your order confirmation email. If you can’t find your tracking link or there’s a delay or problem with the shipping, please email [email protected] with your order details and we’d be happy to look into it for you.

I have received an order that’s not mine, what should I do?

Sorry! We are humans and mistakes happen very occasionally where you might receive an order that’s not meant for you. If this happens, please email us at [email protected] and we’ll take care of it as smoothly as possible.
 
I don’t want to create an account, can I still buy online?

The good news is that you don’t need an account to buy from our online store. To buy from our online store, add purchases to the shopping cart and go through to the checkout. Fill in your details and complete the transaction. Once you’ve placed your order, you’ll be asked if you’d like to add a password and create an account using the order details. This will keep your address and order history details for future reference. For your security, we never store card payment details. For future visits you will be able to login by clicking the link at the top of the page, or sign in at the checkout.
 
Do you offer gift wrapping?

Unfortunately we don’t have the facilities to gift wrap online orders. 
 
Can I use multiple discount codes on one order?

Sorry, we can only process one discount code per order.
 
How can I change the details on an order that has already been placed?

To update your postal address or email address against a recent order, please email [email protected] with your order number and let us know the changes you need to make. We’ll do our best to make these changes for you, depending on the status of your order – but once a package leaves our warehouse we can’t change the delivery address or its delivery date.
 
Can I pre-order products online?

Sorry, not at this stage but it’s in the pipeline – hopefully by the end of September. 
 
Can I change or cancel my order once it has been placed?

Please check your online order carefully before submitting it. Unfortunately our website can’t add, remove or cancel individual items or an entire order once it’s been placed. If you have placed an order in error please contact us immediately on [email protected] and we’ll be able to help you out.
 
How can I stock Number 25 products in my store?

If you’d like to enquire about becoming a stockist, please contact our sales team on s[email protected]
 
How can I work for Number 25?

Drop an email to [email protected] with your CV and why you think you would be a good fit
 
Where can I find more product information, including dimensions?

First, click on the ‘dimensions’ drop down on each product page, just under the description.
If the information you’re looking for is not displayed, please feel free to email us at [email protected] with the details you need. 
Can I use multiple Gift Voucher codes on one order?

Yes, we can process multiple Gift Voucher codes on one order. 
 
Where can I redeem my gift card?

All gift cards can be redeemed online at Number25.  
 
How do I use a gift card online?

Redeem your gift card against an order by entering the unique code in the ‘Gift Card Payment’ section during checkout. Gift cards are valid for 6 months from date of issue. We know that time flies, and you may forget to use your gift card before it expires. If this happens, please get in touch as soon as you can and we’ll try to help. If you don’t use the full value of your gift card in one order, you can use the balance by entering the same code with a future order. 
How does Laybuy work?

1. Simply select Pay by Laybuy at checkout.
2. Returning customers only need to confirm the order to complete the purchase.
3. New customers can sign up at checkout and start using Laybuy today.
4. Your order is processed immediately and your payment schedule is established.
5. Only a sixth is due today and the rest is split over 5 weekly automatic payments on the day of the original purchase.

Please note that Laybuy cannot be used to purchase gift cards.
 
Who can use Laybuy?

Laybuy is available to any individuals that live in New Zealand and are at least 18 years old. However, before you can use Laybuy you need to provide your full name, residential address, email address and your mobile number for the credit check/verification. You will also need to provide your New Zealand debit or credit card details so that the amounts can be deducted for your purchase.
 
How is my limit approved?

Your limit is assigned through Laybuy’s built in system to include including an instant credit reference check via a third party provider, Centrix.
 
Can I exceed my approved limit?

You can shop and spend more than your limit if you have a sufficient balance on your debit or credit card to complete the purchase.
However, if you exceed your limit this will change the way in which you will be required to make payments to Laybuy as the excess must be paid at the time of your first instalment.
For example, if you have a limit of $120 and want to purchase an item for $200, your designated debit or credit card will be charged $80 on the date of purchase. That is, the $80 “limit excess” and your payments for the next 5 weeks will be $24 per week.
 
Can I use Laybuy to purchase sale items?

Yes, you can. 
 
How do I return my order?

Our standard returns policy applies. Once the item has been received by us, we refund the full amount to Laybuy and if applicable all future payments for that order will be cancelled. If you have already made one or more payments, the instalments paid will be refunded to the credit/debit card that you used to place the order. Once notified by us, Laybuy will process the refund immediately and send you an email to confirm that the refund has been applied. The bank may take 5-7 business days to process this amount.
 
Are there any other fees?

If you have not made the payment before the due date, and the automatic payment fails, Laybuy will give you a further 24 hours to pay. Failing to meet this, you will incur a late payment fee of $10 and a further $10 late fee if the payment is not made within 7 days (as stated in the Laybuy Terms and Conditions).

For full Laybuy FAQs visit laybuy.com/faq
Can I return an item?

If something in your parcel is not quite right (it happens sometimes) please send it back, and we’ll exchange it or refund the price. You can return or exchange any item purchased through our online store within 14 working days (with the exception of sale items), please note that our return delivery address is New Zealand based. You must process your request for a return within 7 days from when your order was placed, or contact us within 3 business days of receiving the item at [email protected] to communicate your intention to return or exchange. 

Items must be returned unused and unaltered with all original packaging intact. Original shipping costs will not be refunded unless the item was incorrect or faulty. The cost of return shipping will be your responsibility unless the item was incorrect or faulty. You will be responsible for the item until it reaches us. We will advise you via email once we have received your goods.

Damaged, faulty or just the wrong thing?

If something in your parcel is damaged or not what you ordered please send it back, and we’ll exchange it or refund the price. Any faulty or incorrect product may be returned or exchanged within 14 working days. You must process your request for a return within 7 days from when your order was placed, or please contact us immediately upon discovering the fault or error at [email protected]

Once we receive the item we will repair, replace or refund the item within 5 working days. If the item is faulty or incorrect we will cover the cost of return shipping and cover all shipping costs incurred in replacing the item. We will advise you via email once we have received your goods.
 
Can I return sale items?

If you’ve received a sale item that’s faulty or not what you ordered, please follow the general returns process. Please choose sale items carefully, as we can’t return or exchange them if you change your mind.