Get in Touch
We are here to help with any questions about your order, our products, or our store. Whether you have a query before buying or need support after your order arrives, we are happy to hear from you.
Contact Details
Email: support@fernhouse.co.nz
This is our primary contact method and the fastest way to get a response.
Address:
FernHouse NZ
Kumeu, Auckland
New Zealand
Response Times
We aim to respond to all enquiries within 24 to 48 hours, Monday to Friday. Enquiries received over the weekend or on public holidays will be responded to on the next business day.
Order Enquiries
If you are contacting us about an existing order, please include your order number in your email. This helps us locate your order quickly and respond to you faster.
Returns and Refunds
If you would like to return an item or request a refund, please see our Returns and Refunds Policy for full details before getting in touch. When emailing us about a return, please include your order number and photos of the item where relevant.
Complaints and External Contacts
We take all feedback seriously and will do our best to resolve any concern directly. If you are not satisfied with our response, you may contact the following organisations:
- Commerce Commission: For concerns about misleading conduct or consumer rights, visit comcom.govt.nz
- NZ Privacy Commissioner: For privacy-related concerns, visit privacy.org.nz