Frequently Asked Questions

Can you deliver outside of New Zealand? 

No.  We are currently only able to offer delivery within New Zealand.

 

How much are your courier fees?

Our courier rates are:

Christchurch City $6.00 (this includes Rolleston, Leeston, Kaiapoi, Rangiora and Lyttelton)

South Island $8.50

North Island $11.50

(Because we are based in Christchurch we are able to offer our local customers cheaper courier rates than our out of town customers.)

Note: When you place your order you will be asked to select the appropriate courier option. Please make this selection carefully as we may not ship your order until the correct payment has been received.

Delivery Times:

Please allow 3-4 working days to the North Island and 2-3 working days within the South Island.

More about courier charges.

In almost all cases we charge one courier fee per order. The fee is currently determined by where you live, and not necessarily by how much you order.  (For example we charge the same amount to ship one packet of product as we do to ship a box with 4 packets of product).  Some furniture items have an additional freight charge. Any additional charges are clearly indicated in the descriptions of the relevant products. 

Because our courier fee is charged on a per order basis, we do place some limits on how much product can be purchased in a single order.  As a general guidline we will ship 1 carton of product (usually 3-4 packets) for our courier charge.  You may need to place your requirements as 2 orders.  It is unlikely however that a customer who is ordering product for personal use will reach these limits.  If we receive an exceptionally large order, we reserve the right to request that an additional freight charge be paid.  If you have any concerns about this we encourage you to contact us to discuss freight costs ahead of placing your order.

 

How do I pay for my order?

Payment is made when you place your order.   We currently offer 2 payment options:

  1. by credit or debit card,
  2. by direct credit payment from your account to ours using our Account2Account payment facility.

 

Do you offer a discreet delivery service? 

Yes.  When you select your preferred delivery option at the checkout, we offer you the choice of Normal or  Discreet packaging. 

Small orders are always wrapped in plain packaging but for larger orders we reuse cardboard boxes and these will be wrapped with plain brown paper if you choose the Discreet option.

 

Can I place my order by phone or email?

No. The online store can only accept orders that are placed through its website.  

 

Can you supply in bulk?

No. The online store is not currently able to process bulk orders.

 

Your website doesn’t have the product I want.  Can you help me find it? 

Yes. Our online store only displays a small portion of the product that Nurse Maude has available for sale. The chances are that if  there is something you need, we either have it available, or we may be able to help you to find it elsewhere.

 

I live in Christchurch. Can I pick up my order in person?

Yes. When you place your order online you can choose to have your parcel held at our Health and Mobility Shop at 285 Wairakei Road, Christchurch for you to collect.

In most cases your order will be ready for pick up AFTER 3pm on the NEXT WORKING DAY (Monday to Friday) after you place your order.

Like most shops the Health & Mobility Shop has busy times so if you are picking up your order please be aware that there is no dedicated pick up counter and customers are served in turn.

The shop hours are 8.30am - 4.30pm, Monday to Friday.  Mornings are often the best time for pick up if you are in a hurry.

 

Can I get a refund if there is something wrong with the goods I have purchased?

Yes.  Nurse Maude sells products in good faith and stands by its responsibilities under the Consumer Guarantees Act.   If there is something wrong with the product or if we have made a mistake, we will take whatever steps are necessary to fix the problem. 

We reserve the right to request that the original goods be returned to us (in their original condition) before we send replacements.

Please note that we are currently unable to refund directly back to a customer’s credit card.  Any refund owing will be paid into the original purchaser's nominated bank account. 

 

Can I get a refund if I change my mind or if I no longer need the product?

No.  Please choose products carefully as we will not refund or exchange goods if you change your mind, or if the item you purchased is no longer required.

 

If goods are faulty, or they are not what I ordered, how do I go about returning them to you?

Please contact us straight away if there is a problem with the items you have received. We can then discuss the best way to resolve the problem.

The return of faulty or incorrect items must be made within 28 days of purchase, and proof of purchase must be included with any product being returned.  

If we agree that items need to be returned, you can either post or courier them to us, or you can drop them off in person at our Wairakei Road shop in Christchurch.  If you choose to return items to our Christchurch store, you need to be aware that the shop staff can only accept the return and will not be able to provide an immediate refund.  Any refund owing will be arranged by our Online shop staff and paid into the original purchaser's nominated bank account.