Frequently Asked Questions
What payment methods do you accept?
In any of our stores you can pay with Eftpos, Mastercard, Visa, American Express, or by direct bank deposit.
Is it possible to view products before purchase?
Showroom availability is shown on each product page, so you can see which pieces are in stock near you. You’re welcome to visit and view them in person.
What are you current lead times?
Delivery times vary by product. For items available on back-order or pre-order, we aim to show an estimated delivery time frame on the product page. Please note that timing can occasionally change while your order is being fulfilled. We’ll always keep you informed of any updates, though some freight and supply delays are beyond our control.
Can I edit or cancel my order?
Items that are in stock at the time of purchase can be exchanged or credited within 14 days of purchase. Please email shop@ecc.co.nz with your order number & exchange request.
Please note that credits can not be redeemable for purchases through our online store. Please contact shop@ecc.co.nz to complete a purchase using your store credit.
Please note that credits can not be redeemable for purchases through our online store. Please contact shop@ecc.co.nz to complete a purchase using your store credit.
Can I edit or cancel my indent order?
It is at the discretion of ECC to accept a return or exchange request for indent order items. Please contact shop@ecc.co.nz if you would like to return a product and we will do our best to accommodate your request.
Can I order ECC products from outside New Zealand?
You can order ECC products from anywhere, however we can only deliver them to New Zealand addresses.
Returns Policy
Returns for incorrectly ordered, surplus, or no longer required items will not be accepted.
Indent (special order) items are strictly non-cancellable, non-returnable, and non-refundable.
To start the return process, please fill out our returns form **here.** You are welcome to email us if you have any further questions at info@ecc.co.nz. We will endeavour to come back to you within 48 hours.
Once approved, goods must be returned in original condition, unused, and in original packaging with all relevant documentation. We reserve the right to decline any return that does not meet these requirements.
Returned items will be inspected upon receipt, and credits will only be processed once approved. These will be processed at our Head Office and will take up to seven days.
Credits are only issued for goods that are faulty or supplied in error by us.
Indent (special order) items are strictly non-cancellable, non-returnable, and non-refundable.
To start the return process, please fill out our returns form **here.** You are welcome to email us if you have any further questions at info@ecc.co.nz. We will endeavour to come back to you within 48 hours.
Once approved, goods must be returned in original condition, unused, and in original packaging with all relevant documentation. We reserve the right to decline any return that does not meet these requirements.
Returned items will be inspected upon receipt, and credits will only be processed once approved. These will be processed at our Head Office and will take up to seven days.
Credits are only issued for goods that are faulty or supplied in error by us.
How much does shipping cost?
We offer free delivery on small lighting and accessories purchased online (excluding Trudon products). Our larger items will automatically incur shipping charges based on dimensions, weight and your specified shipping destination.
How long will it take to receive my order?
Goods in stock will be shipped within 1-3 working days, and you will receive a dispatch confirmation and tracking number. For indent orders or goods not in stock, your approximate delivery date will be confirmed by one of our ECC team members. Please note, shipping and production delays can be outside of our control but we will ensure you are updated if anything changes.
What if I purchase multiple items with different lead times?
If your order includes items that are in stock and items that are on order, we’ll be in touch to discuss your preference. We can deliver the in-stock items now, or hold them so everything arrives together.
Do you ship internationally?
Unfortunately, we do not ship internationally.
Where do you ship from?
Orders are dispatched from our warehouse in Auckland, New Zealand.
Can I Click and Collect my order?
We are pleased to offer Click and Collect free of charge from any of our showrooms or our Auckland Warehouse. We will be in touch to confirm when your goods are ready for collection.
What shipping methods do you use?
We typically send orders with NZ Post, and use Mainfreight for deliveries to the South Island. You’re also welcome to collect your order from your nearest showroom or our Auckland warehouse.