I’ve seen an item online, can I view it instore?

Yes, all items listed for sale online can be viewed instore. Some high value luxury items are stored at the back of the store or in timed safes and will require a request for viewing through store management when at store level.

I have seen an item online but it is no longer there?

Some of our most popular items sell out quickly, please check back soon as we add many new luxury items each week.

Can I layby an item that I’ve seen online?

Yes, you can layby any item seen online by completing the forms and paying a deposit. 

Is there a warranty on the item?

All jewellery and designer pieces come with an authenticity guarantee.

How do I use a discount code?

Please type your discount code into the coupon box on the cart page and click ‘Apply Coupon’. Please enter the code exactly as it appears in your email, e.g. using capital letters or numbers. If your code is not correctly entered on the cart page, we cannot apply the discount or credit afterwards, and you will be charged the full price for your order.

How much do I need as a deposit to layby an item?

10 month laybys require a 10% deposit.

What are the layby terms and conditions?

See our layby terms and conditions here.

How much is shipping?

Shipping costs for each item are advised on the checkout page and start at $10. Click and Collect is free.

Has my order been shipped?

As soon as your order is sent from our store, you will receive an email to confirm that it’s on its way. You can track your order on the courier services website, using the tracking number in the shipping email.

Can I track my order?

Your tracking number and a link to the courier service delivering your order can be found in your order shipping email.

If your item has not arrived, please contact the courier company and quote your shipping reference. If you have not received a shipping reference from us, please contact the store directly at contact@goldhouse.co.nz

How long will my order take to arrive?

We aim to process and ship all orders within 1-2 days. Please note during sales or promotional periods this may be slightly longer. Once the order has been dispatched by us, the courier service will advise you of their delivery schedule (usually 1-3 days after dispatch for metro orders).

How long will it take for my click and collect order to be ready at store level

Please allow 1-2 days for your order to be ready instore. You can always phone or email us to check if your order is ready for collection.

How do I return an online order?

If for any reason there is a fault with your online order, you can return it by taking it into our store. You can find our store location here. Please bring the receipt / order confirmation with you. Once we have confirmed your return, our warranty policy is repair, replace, credit note. 

If you are unable to return the item to the store, please contact the store direct. If faulty, seller shipping costs will be covered by Gold House.

I want to cancel/amend my order

You are unable to cancel or amend an order once you have placed it.

I have received an incorrect item

If you have received an incorrect item in your order, please let us know immediately by contacting the store at contact@goldhouse.co.nz

Terms and conditions
You will need a valid passport, flight number, departure date & time to apply. Duty Free purchases are not available online and must be completed in store.

Note, your transaction will be free of duty in New Zealand, however you may be charged import tax at your final destination, depending on the value of the product.
Allow a minimum of 2-3 business days for items to be shipped to collection point at Auckland airport.  
Who do I contact about my order?

If you need to contact us, please email the store directly at contact@goldhouse.co.nz and quote your order number. We aim to reply within 1-2 business days.