FAQ

What should I do if the order doesn't arrive?

Contact customer services on 06 831 0150 (International +64 6 831 0150). We will establish if your order has been picked and packed, and whether it has been delivered with a POD (Proof of Delivery). In the worst case scenario, we will urgently pick, pack and deliver your order again.
 

 
Do you have a physical store I can visit?

We have a showroom based in Napier, trade customers only can make an appointment to view .We also have many reps on the road available to visit you in your place of business and show you sample products. We also attend the three major trade shows each year in Auckland and Christchurch.

 
How long does it take for my order to arrive?

All orders normally take 5 to 7 working days. These times may vary seasonally, in particular during the Christmas rush. We recommend you place your Christmas order in early December if possible to ensure timely delivery.
 

How can I track my order?

All orders can be tracked by calling Customer Services on 06 831 0150 (International +64 6 831 0150).
 

Can I change my order once it is submitted?

Providing your order hasn't been picked, packed, and despatched, it can be altered easily.

When is my payment due?

All accounts are due on the 20th of the following month.
 

Do you offer 3RD party / Drop Shipping / Rural ?

Yes, but there are strict conditions of carriage. Customer/Receiver must inspect items before signing, if the carrier will not wait then they should not sign. This will enable us to lodge a claim.

For clarity with drop-shipped items, if they are signed as received in good condition then any claim will be declined unless it is a manufacturing fault which is covered. This also applies if your client advises our carriers to leave the goods at their address without inspection.

Rural deliveries will incur additional charges. Furthermore, we very are limited in this capacity. Once handed over from our carrier (NZ Couriers) & onboard with rural courier that carriage is deemed complete, meaning we cannot claim for any breakages or claims. Unfortunately the cost will be solely your own to replace any damaged rural items.

I am not a wholesale customer. Can I still order products from Rembrandt?

No. You must be a company registered retailer with a GST number. We do not supply members of the public. Click here if you would like to apply to become an account holder.

 
For all other enquiries please call Customer Services on 06 831 0150 (International +64 6 831 0150).