• How do I return part of my order?
    Please refer to our Returns Policy
  • When will I get my refund?
    Please refer to our Returns Policy
  • How long does delivery take?
    Please refer to our Shipping Information
  • Can I change my delivery address or change /cancel my order if it hasn’t shipped yet
    Please refer to our Shipping Information
  • How do I track my order and delivery status?
    Please refer to our Shipping Information
  • How do I use my voucher code?
    Enter in the voucher number during the checkout process.
  • What happens to my voucher if I return my order or if part of my order is cancelled?
    Please refer to our Returns Policy
  • What if I cant find the product I’m looking for?
    Please refer to our Returns Policy
  • How much are shipping costs?
    Please refer to our Returns Policy
  • Can my delivery address be different to my billing address?
    Please refer to our Returns Policy
  • Can you ship outside of New Zealand?
    Please refer to our Returns Policy
  • How long after I receive my shipment confirmation email will I be able to track my order?
    Please refer to our Returns Policy
  • What do I do if my question isn’t covered here?
    Please refer to our Returns Policy
  • What is the return policy?
    Please refer to our Returns Policy
  • Can I exchange a product?
    Please refer to our Returns Policy
  • What should I do if my product arrives damaged or defective, or isn’t what I ordered?
    Please refer to our Returns Policy
  • Will you refund my shipping/delivery costs if I return my order?
    Please refer to our Returns Policy
  • I missed my delivery what now?
    Please refer to our Returns Policy
  • Nothing arrived where is my delivery?
    Please refer to our Returns Policy
  • Can I provide delivery instructions or allow the courier to leave my signature required order?
    Please refer to our Returns Policy
  • I ordered something on pre-order and something that’s in stock, what happens now?
    Please refer to our Returns Policy
  • Can I specify an exact delivery date and time?
    Please refer to our Returns Policy

  (03) 547 0770

  sales@4seasons.co.nz

Frequently Asked Questions

  • How long after I place my order will I receive a confirmation email?
    When you place your order, you’ll see a pop up box on your screen acknowledging your order / confirming payment has been accepted. This means your order has been sent to our team for processing. You’ll then receive an order confirmation via email when your order is processed, usually within 1 working day but if you place your order on weekends or public holidays, the confirmation will be sent on the first working day following this.
  • How do I get help with my online order or if I have an issue later on?
    We have a dedicated Online Shopping team at 4 Seasons’ Head Office in Nelson (Retail Links) to help you at every stage. Please refer to the FAQs section for specific support topics or Contact Us 9am-5pm, Monday to Friday. Please note that stores are not able to provide assistance or access information about online orders.
  • What if I can’t find the product I’m looking for or can’t Add it to Cart?
    The following products are available online: Broil King BBQs and accessories, outdoor furniture, selected Lethaby umbrellas. If there’s no Add to Cart button, it means the product is currently out of stock online. You can also use the Get a Quote button on the product page and choose the nearest shop to your location. They may have it in stock and be able to provide a cost for shipping it to you. All other products can be purchased in store only.
  • What do I do if my question isn’t covered here?
    Please refer to the footer section on any page for support or Contact Us

Please note that these FAQs apply to online shopping customers only. Each store has a delivery service for in store shoppers. Please contact your local store for pricing and other information.

  • Can you ship outside of New Zealand?
    No, we only ship within New Zealand. Please refer to our Shipping page for more information.
  • How much does shipping cost?
    Cost of shipping varies according to the size of the product, how many products are being ordered and where it’s being shipped to. Standard shipping ranges from $5 (accessories) – $89 (oversized) per item. Standard shipping is by a freight carrier or courier to driveway or door only (not inside or onto position). Note additional charges may apply for remote deliveries or for difficult deliveries like spa pools and fireplaces that require manpower for safety reasons. Please refer to our Shipping page for more information or Contact Us.
  • How long does delivery take?
    Many of our products are heavy and/or bulky and require delivery via a freight carrier. A guideline is 5 – 7 working days from the date of dispatch to most metro areas and up to 15 working days for rural or non-standard deliveries. We are unable to provide overnight shipping or guarantee delivery times of freight carriers. Please refer to our Shipping page for more information.
  • How do I track my order and delivery status?
    You will receive an email when your order is dispatched. If available from the freight carrier, tracking information will also be sent to you so you can track your order online using these details. If you are unable to track your order and it has not arrived within the timeframes on our Shipping page, simply Contact Us and have your order number handy.

These FAQs apply to all 4 Seasons store and online customers. If you need further assistance, contact your sales consultant / store or if you purchased online, contact the Online Shopping team using the Contact Us page details.

  • What is 4 Seasons’ policy for returns, exchanges and refunds?
    4 Seasons will fulfil its obligations under the Consumer Guarantees Act 1993 but does not allow change of mind refunds, exchanges or credit.
  • What should I do if my product arrives damaged or defective, or isn’t what I ordered?
    Please check your goods immediately upon getting them home or taking delivery (prior to the freight carrier or courier leaving). If you notice any missing items or any damage to the product(s), note the damage with the delivery person. Contact 4 Seasons within 24 hours.
  • What if my product has a manufacturing defect or issue?
    Email all of the following details to the store where you bought the product or to the Online Shopping team: proof of purchase, photos of the issue, the model or serial number on the product (spas, BBQs, fireplaces all have these) and a description of the issue. 4 Seasons can process a warranty claim or advise you on the best way to resolve the issue (spare parts, care advice). If the Consumer Guarantees Act applies, 4 Seasons will determine whether to repair, replace or refund the product for you. Note that no claims or decisions can be made until 4 Seasons has the information stated above.
  • What will I need to return goods for exchange, credit or refund?
    4 Seasons may agree to a change of mind return for exchange, credit or refund at their discretion. In this case, you will need to provide proof of purchase and return all products in unopened, original packaging. A restocking fee will apply to cover costs to 4 Seasons like return shipping and loss on resale of custom order products or damaged packaging.
  • Will you refund my shipping/delivery costs if I return my order?
    No. If a return is agreed to for change of mind scenarios, the original shipping or delivery costs cannot be refunded as the costs have been incurred.
  • How many days do I have to complete a product return agreed to by 4 Seasons?
    You have 14 calendar days to return the item from the date you received it.
  • What do I do if my question isn’t covered here?
    Please refer to our Returns Policy or Contact Us page