Marston Moor offers multiple convenient options for receiving your purchased goods, whether you make your purchase online, in-store, or via phone:
- In-Store Pick-Up: You have the choice to pick up your order from either our Kaitaia store or the Auckland Collection Centre at no additional cost*. This option allows you to personally collect your items, ensuring a seamless and efficient process.
- Courier Delivery for Small Orders: For small orders, we provide reliable courier delivery services based on the size and weight of the package. This ensures that your items are safely transported to your desired location, providing convenience and peace of mind.
- Contracted Delivery Partners for Large Orders: For larger orders that require a truck for transportation, we collaborate with trusted delivery partners such as Mainfreight, Flyways, and other reputable providers. The choice of delivery partner depends on the specific product being delivered and the designated delivery location. This allows for efficient and secure delivery of your large orders.
Click & Collect Pick Ups
Our Click & Collect service offers a safe and convenient online shopping experience. You can place your order online and then collect it from either our Auckland Collection Warehouse or our Kaitaia store at a mutually agreed-upon time. This option ensures a seamless transition from online shopping to physically receiving your items.
*Please note that while our collection service is free, we may reserve the right to charge a stowage fee for uncollected in-stock items after 10 days, unless prior arrangements have been made.
At Marston Moor, we strive to provide you with a range of reliable and flexible options for receiving your purchased goods. Choose the method that best suits your needs and enjoy a hassle-free shopping experience with us.
Standard Delivery Service
When ordering a large item please ensure you provide a reliable phone number as the delivery driver will contact you with expected delivery time.
Once payment is received, we strive to ship your order within 1-5 working days. Our dedicated carriers will make every effort to provide you with advance notice of the delivery to your specified address, upon request and whenever feasible. During the delivery, the driver will be present at the drop-off location for a period of up to 10 minutes.
Town and Rural Deliveries
For large orders, we aim to deliver them directly to your specified address as a 'door-to-door' service, whenever possible. It is important to note that our carriers will contact you in advance to inform you of the anticipated delivery date and time. We kindly request that someone is available at the delivery location to accept and sign for the items. Prior to acceptance, please ensure that the items are in perfect condition and have not incurred any shipping damage. If there is damage do not accept delivery and contact us immediately on 0800 002 217.
Please be aware that certain remote areas may incur additional charges for delivery. While our system endeavours to provide accurate delivery costs, Marston Moor reserves the right to apply additional charges after the order has been placed. If such a situation arises, our customer services team will promptly contact you for approval before shipping the order.
In cases where heavy items need to be delivered to challenging locations, we kindly request that you arrange for one suitable person to assist with unloading, in addition to our driver. Our driver will gladly assist in placing the items in a safe and sheltered area, such as a carport or garage. However, please note that our drivers are unable to transport items into your premises. Please refer to the delivery exclusions outlined below**.
For small orders delivered by courier, a rural delivery surcharge will be applied at the checkout when you enter your address. In some instances, a rural delivery may be directed to your local town courier depot. Should this be the case, our customer services team will notify you prior to shipping.
At Marston Moor, we strive to provide a reliable and efficient delivery service. We appreciate your cooperation in ensuring a smooth and successful delivery process. If you have any questions or concerns regarding your delivery, please do not hesitate to contact our customer services team.
Requesting a Delivery Date
Due to our optimised logistics, we cannot guarantee deliveries for a specific date or time. You may request us to not deliver before a certain date.
Split shipments
Depending of stock location and whether your order has both large and small items we reserve the right to split your order into multiple shipments using differing carriers. For instance small items will be couriered whilst large items will be shipped by truck.
City Residential Area Deliveries
For city residential areas, we offer delivery to the driveway of your property. However, please note that certain conditions apply. Difficult driveways, unfinished sites, some remote rural areas, and multilevel apartments/dwellings may be excluded from this service. Please contact our customer services on 0800 002 217 if you believe you may be affected.
Size of Goods
When ordering large items such as dining tables, and other large furniture items, it is crucial to ensure that they can fit through your main door or entrance. We cannot accept responsibility if the item cannot be carried into your premises due to size limitations.
Goods Inspection on Delivery
It is of utmost importance that a person is present to unpack and inspect the delivered goods upon arrival. Please sign for the goods only after confirming they are in good condition and free from any breakages or damage. We strongly advise opening the packages immediately and inspecting the items for any signs of damage or defects.
If you accept the delivery without a person present, your ability to claim for transport damage or loss may be reduced. However, this does not affect your rights to claim for faults in manufacturing, etc. Please refrain from signing "undamaged" unless you are fully satisfied with the condition of the items in your order regarding breakages, damages, or defects.
In Case of Damage
We urge you to check your items for any damages BEFORE signing for them. If immediate inspection is not possible, please examine the items within 24 hours of receipt or as soon as possible. If your order has been delivered by our own Marston Moor delivery service, you can arrange a return or replacement directly with the driver.
For orders delivered by our partner carriers, please indicate any damaged goods on the proof of delivery document and then contact our customer service team on 0800 002 217 to initiate a return or replacement claim.
Delivery Exclusions
Please be aware that our standard deliveries do not include special delivery services such as express deliveries (same day), carrying items up any stairs, placement within your home, unpacking and assembly, box/pallet removal, installation, more than 10 minutes on site, or after-hours deliveries.
Our standard delivery service entails delivering your items door-to-door. However, sometimes our contracted drivers may agree to help move your items to a safe location on your property, provided it can be done safely without causing damage. In this case customers acknowledge that any issues or damages arising from them are the responsibility of the customer. We strongly recommend arranging assistance to move the ordered items into your home to ensure a smooth delivery experience.
