Frequently Asked Questions


Covid-19 Update - Mon, 31st Aug. 2020

  • Both the Auckland and Christchurch showrooms will be be OPEN at our regular hours, with strict Alert Level 2 social distancing rules.

For both stores:

  • Please use the Covid tracer app to scan in when you arrive.
  • Keep interactions with our staff at 1-2m distance
  • Maintain the recommended 2 metre distance between others whenever possible
  • Please wear masks as recommended
  • Please do not visit if you are visibly unwell, we may refuse entry in these cases

To support the overall success with keeping Covid-19 at bay, we prefer:

  • Order online for safe home delivery or pickup.
  • If you come to the store, please wear a mask.

We apologise for any inconvenience and thank you for your patience, kindness and support.


Customer Self Service Help Centre

Self service

We've set up a self service help centre with articles about our appliances and products that cover basic troubleshooting and common issues. We hope this resource will be helpful.

Please check the help centre when you are experiencing issues with our appliances, it may be an easy to solve problem. If you don't find a solution to your problem, please create a new support ticket and our team will help.

Go to help centre


FAQ Contents

  1. Product Information
  2. Payments
  3. Delivery Information
  4. Gift Vouchers
  5. Installations
  6. Miscellanous

Our Brands

Vogue

Vogue is a New Zealand Brand distributed and fully backed by Trade Depot Limited.

Vogue appliances include dishwashers, home laundry appliances, large cooking appliances, waste disposal units, microwaves and refrigeration appliances.

Our Vogue appliances are manufactured by major international manufacturers such as Midea Corporation, one of top 3 appliance manufacturers in the world and a Fortune 500 company. All units are manufactured to standard appliance sizes so you can expect that replacing your existing wall oven, cooktop, dishwasher or stove with a new Vogue unit will fit the same cutout or space.

Reliability and a long, low maintenance life are our primary guidelines when specifying, testing and selecting appliances under the Vogue brand. This is matched with modern styling, current trends and great performance to make sure that our range is always beautiful and efficient.

 

Midea [Mai’dia]

Established in 1968, Midea is a publicly listed and, since July 2016, Fortune 500 company that offers one of the most comprehensive ranges in the home appliance industry.

Midea is headquartered in Southern China but is a truly global company with over 100,000 employees and operations in more than 200 countries. The company has 21 production facilities and 260 logistics centres worldwide. After nearly 50 years of continued growth, Midea now generates annual global revenue of more than USD22 billion.

Midea’s brand promise is “to provide surprisingly-friendly solutions for the one who treasure those tiny moments at home” and recently launched its new motto: “Midea - make yourself at home”. Midea is implementing its strategy to continue as a highly dynamic enterprise, with the aspiration for consistent growth that is characteristic of a world-class business.

Learn more about Midea's Laundry division in this video:

Bravat

Bravat is the High-end brand of kitchen and bath products owned by Roman Dietsche, a German sanitaryware provider funded at Yr.1873. 
With German quality and stylish designs, Bravat products are popular in luxury hotels and commercial constructions around the world.

You can familiarise yourself with Bravat by watching this video:


Product Information

Why are you so cheap?

We buy in volume directly from the manufacturer so can pass the savings to you; we also work on tiny margins, our business is based on volumes.

 

Where do your products come from?

We buy from leading global manufacturers around the globe.

 

Why are some items sometimes out of stock?

We strive to maintain the availability of all items listed. However, due to the success of a particular item(s) or supply delays, it is possible that an item can be temporarily out of stock. Most times, we can provide ETA information on an out of stock item.

 

I wish to order an item that is out of stock

If the product has an ETA date, we can provide a pre-order service, contact our sales team on 09 636 1111. Please see our service hours at the top of the website.
 

Are prices the same online as they are in store?

In most cases, the prices you see for products online will be the same as the price of products in the store. We may occasionally run 'Online Only' offers which are deals exclusively available to our online shoppers. To get notified about these online and other deals and promotions, please subscribe to our newsletter. We also sell our products on Trade Me. From time to time, our Trade Me listing prices may also be part of exclusive Trade Me only promotions therefore may differ from showroom and website prices.

 

Where can I find the instruction manual for my products?

If applicable, our products come with a printed manual in the box. There will also be a MANUALS & DOCUMENTS section on the product page where you can download the available documentation in electronic formats.

 

Can I pick my online order up from a Trade Depot Showroom?

Yes, we operate a contact-free store pickup service which means you can order online and pick up at our Showrooms:

Please note that currently we limit pickups to orders over $200.

  1. Shop online and place your order. If your order is eligible for the pickup option (equal or more than $200) you can choose to pick up from our Auckland or Christchurch store.
  2. A confirmation email sent at time of order approval stating that you may come to collect your items. If it is an urgent order, please contact us to have this processed asap.
  3. a) AUCKLAND PICKUP: Please park at DOOR THREE COLLECTIONS.
    b) CHRISTCHURCH PICKUP: Please park at the ENTRANCE DOOR.

Do you have other stores?

Please check our Trade Depot Stores page for a list of all our stores and showrooms. Of course, we can ship your order anywhere in New Zealand as well.


Payment

What payment methods do you accept online

Our secure online checkout accepts Visa, Gem Visa, Mastercard and Q-Card. Alternatively, you can use Paypal as your method of payment. For your security, your credit card information is not collected or held by this website.

You can also pay by bank transfer during checkout. Just select the Online Banking payment option when placing your order. Supported banks are: ANZ, ASB, BNZ, Kiwibank, Westpac, TSB.

If you wish to 'buy now and pay later', then we offer options with Afterpay, LayBuy and Zip. You'll need to have an account with one of these online payment providers and your account details ready during the checkout.

Using your Gem Visa automatically provides you with 6 months interest free on purchases over $250.

Using your Q-Card automatically provides you with 3 months interest free deferred payments on any purchase.

Afterpay provides you with 4 equal interest free fortnightly payments.

LayBuy provides you with 6 equal interest free weekly payments.

Zip provides you with 4 equal interest free fornightly payments.

Please see our finance page for our full finance options.

 

What payment methods do you accept in your physical store? Do you offer any finance options?

We offer the following payment options in our stores:

  • EFTPOS
  • Credit Card - Master Card and VISA
  • Q-Card
  • Gem Card
  • Afterpay
  • LayBuy
  • Zip
  • 6-48 months hire purchase via Finance Now

We offer flexible interest free payment terms with GEM Visa or Q-Card. Please see our finance page for our full finance terms and options.

Q CardGEM Visa

Do you offer long term finance online?

Yes we offer long term finance with Q-Card.

  • Make sure your purchase is over $199.
  • Use our Qcard long term finance button checkout option and press "Place Order".
  • Select your desired term.
  • Enter your current Q-Card details and complete the transaction.

Online long term finance with GEM is coming soon.

 

Will I get a discount?

Our aim is to provide Kiwis with the best value home improvement products at incredible prices with great backing and service. That's why our prices are already low and extremely affordable. Very occasionally, we run promotions and sales events where you can grab really amazing bargains. Feel free to subscribe to our newsletter to receive updates about new products, our brands and promotions.

 

Does Trade Depot offer lay-by?

Trade Depot does not offer a traditional layby service, however, we offer Afterpay on our website, in-store and on our TradeMe auctions and LayBuy and Zip to our online and in-store customers. Please see above for other finance options.

 

Can I order products over the phone?

Yes. Contact our Sales/Admin team on 09 636 1111. Please note our hours over holiday periods may vary so please check our Stores page for details. Please see our service hours at the top of the website.

 

Why am I being contacted about my credit card?

We have comprehensive automated fraud checking in place however, occasionally, our fraud scoring feedback indicates that a manual reference check should be performed. In these cases we will contact you to verify the details you supplied when you placed your order.

 

Why can't I see the Afterpay payment option in the checkout?

Afterpay has a limit of $1500 per transaction. If you have a cart over this value, you will not see the Afterpay option. You can either split your order into multiple orders under $1500 or use an alternative payment method. Please note that it is likely that you also have an overall spending limit with Afterpay.


Delivery Information

 

How can I track my order?

If your order is being delivered, you would have received an email with your order tracking link or you can track it on this page. If you follow the carrier tracking links, with Mainfreight you can even set up automated tracking notifications via SMS or emails

How long will delivery take?

Due to our order volumes, we currently cannot guarantee specific delivery times, however we aim to be as expedient as possible. Please check our usual delivery times on our Delivery and Returns page for more up to date delivery details.

 

Can you deliver today?

We outsource all of our deliveries to 3rd party couriers and, due to our order volumes, we currently cannot provide same day delivery as a service. If you are in Auckland, depending on our current delivery schedule, we can sometimes arrange same day delivery for orders placed in our Onehunga (AKL) showroom if the items are in stock. Please make sure you ask your sales person, however please note that we make no guarantees.

 

Can I get my order delivered on a certain date?

Due to our optimised logistics, we cannot offer or guarantee deliveries for a specific date or time. You may request us to not deliver before a certain date but please note that, if we need to store your order for more than 5 days from the date of purchase, you will incur our standard storage fee of $10 (inc. GST) per each day over 5 days. Please see our Delivery and Returns policies for details.

 

I was promised delivery for a specific date but the order did not arrive on the requested date?

Our sales staff don't have the authority to promise delivery dates. As stated above, we cannot guarantee deliveries for specific dates.

 

What happens if the goods are damaged when I open them up?

Carefully inspect the product(s) before signing the driver's delivery note. Should any damage be found after signing for the products due to the item being concealed (i.e. not obvious due to packaging) please try to notify Trade Depot within 24 hours of delivery. This does not reduce or limit your ability to claim for reasonable faults that may occur after this time. This does not eliminate your ability to claim for damage not noticed until after this time. You can send your images to [email protected].

 

I have a question regarding my order, who can I contact?

Before contacting us, please check the other FAQs here. If you still need to contact us, you can email our customer service team or contact us via our live chat on the website. Please ensure that you mention your sales order number or your contact phone number used when placing the order so we can locate your information and respond quickly. Please see our service hours at the top of the website.


Gift Vouchers

How can I purchase a Trade Depot gift voucher?

You can purchase gift vouchers on our website by searching for 'gift voucher' or navigating to the gift voucher category by clicking one of our voucher banners or the banner under the Current Promos menu. We sell a variety of voucher denominations so you can choose the desired amount. You simply select if you wish to send the voucher to someone or yourself and fill out the fields as appropriate. Then you add to cart and check out as you would with any purchase. We will send an email with a new voucher code and printable voucher to you or your specified email address once the order is placed. Please note that vouchers are only activated once your payment is completed.
At present, you cannot purchase vouchers at the sales counters in our stores, however you can use the store computer to purchase your voucher from our website and get it delivered to your email inbox. Please ask our sales staff for assistance.

 

How can I redeem my Trade Depot gift voucher?

You can redeem your voucher for online purchases as well as in store. If you're purchasing online, you will see a field marked "Enter gift voucher code". Please enter your voucher code and click on the "APPLY GIFT VOUCHER" button. If your voucher is valid and has a balance, your balance will be applied to your order. If your voucher balance is insufficient to cover the whole order amount, you will need to pay the remaining balance using one of the available payment methods. Otherwise, you simply place your order and you're done. The order amount will be taken off your voucher balance and you can spend the remaining balance for another purchase.
If you are in one of our stores, simply present your voucher code to your sales person and they will do the rest.

 

Can I redeem my gift voucher in your stores?

Yes you can. Simply present your voucher code to your sales person and they will do the rest.

 

How can I check my gift voucher balance?

You can check your balance on our website or you can ask one of our sales personell in store to check it for you. We also provide public computers in our showrooms where you can check your balance on the Gift Voucher Balance page

 

I've received a Trade Depot gift voucher but it's not working when I apply it?

Gift vouchers are sent when an order is placed however, they are activated by our system once we have received payment for the voucher. Sometimes it can take some time to verify a payment. Credit Card and Paypal payments are usually verified quickly. The Bank Transfer method may take a few minutes to be verified. If, for some reason, the payment fails or is not completed, then the voucher will remain in a 'Pending' status and cannot be used. If you have received a voucher from someone else, please check with them first to make sure that they have completed the payment. If so, then please contact us so we can check your voucher. Vouchers can also expire, so please make sure to check your expiry date.

 

How long are gift vouchers valid for?

Gift vouchers are valid for 730 days (nearly 2 years) from the date of purchase. We reserve the right to extend your voucher under certain circumstances so please contact us if you have an expired voucher and we will see what we can do.

 

Can I use a gift voucher to purchase another gift voucher?

Sorry, but it is not possible to use your gift voucher to purchase another gift voucher. Vouchers can only be used to purchase items from our product range. If you attempt to use your voucher with a cart that contains a new voucher, you will receive an error message.

 

Are vouchers the same as coupons?

No, voucher are different from coupons and you cannot put a voucher code in the coupon field or vice versa. Coupons can be for specific promotions whereas vouchers always have a monetary value. Also, vouchers can be used multiple times until the balance is 0 when they become inactive.


Installations

Do you offer installation services?

Yes, we offer installation services on a range of appliances. These services are available in select cities. Please see below.

For which products do you offer installation services?

We offer installation services for the following appliances and products:

  • Wall Ovens
  • Freestanding Ovens
  • Electric Cooktops (induction and vitro-ceramic or hot plate)
  • Gas Stoves and Cooktops
  • Fridges
  • Dishwashers
  • Laundry Appliances
  • Gas Water Heaters (LPG and NG)
  • Heat Pumps

 

Where do you offer installation services?

We offer installation services in select main centres. Service availability also varies depending on the type of product.

Find our is your location is in our coverage by browsing to a product that we install and use our installation service checker on the product detail page. Simple tap on "Check your area" and enter your post code to check if your address is in our service area and select the desired option. See below how this looks on the product page:

  1. Installation Services
  2. Check Post Code for Installation Service
  3. If installation service is available in your post code area:
    Installation Service is Available
  4. If installation service is unavailable in your post code area:
    Installation Service is Unavailable

How can I order your installation service?

You can order our installation service by:

  1. Purchasing one or more items that we can install in one of our showrooms. Just ask our friendly staff to explain the process and pricing and check if your address is in our service area.
  2. When purchasing online, you can make use of our installation service checker on the product detail page under the price. Simple tap on "Check your area" and enter your post code to check if your address is in our service area and select the desired option. Please see above for how this looks.

What happens once I order your installation service?

Our team will be notified of your installation request when they check and accept your order into our system. Once we dispatch your order or you pick your order up, we will notify our appropriate area installer to book an appointment at a suitable time with you.

Why am I being charged more than your advertised installation price?

Our installation price is based on a uncomplicated and straightforward installation that requires no additional materials or alterations to your space. If our installer encounters more complex situations, they will let you know if there will be additional charges to install your unit.

Can you take away my old unit?

Yes, for a small charge, we can collect your old unit and recycle it. Please select this service option when purchasing the item.

If you purchase the removal service, please make sure that your old unit is fully disconnected from power, water and gas and ready to be removed. Gas disconnections should be undertaken by a licensed gas fitter. Old wall mounted clothes dryers must be taken off the wall.


Miscellaneous

How does your 'Subscribe & Win' competition work?

When you first subscribe to our weekly newsletters, you are automatically entered into a draw to win a $100 Trade Depot gift voucher. For each month, the voucher draw is undertaken on the first business day of the following month. To be eligible to win, you need to be an active subscriber at the time of the draw. The drawn winner is notified by email and asked to accept the voucher. We issue the voucher once the winner has accepted the prize. If we do not receive a reply within 48 hours of the notice email, we reserve the right to re-draw a new winner.
The gift voucher can be used in our Trade Depot stores or online. Please see the Gift Voucher FAQ section above for details. The prize vouchers are valid for 1 month from the day they were issued to the winner. Please note that you cannot use your gift voucher to purchase another voucher.

 

What are the terms for the MIDEA "Buy 1 Get 1 Half Price" promotion?

  • Promotion discounts the cheapest unit (or units) in the cart at 50% off the base unit price without installation.
  • Promotion does not discount price including installation. Full installation price is to be paid on top of the discounted unit price.
  • Promotion does not discount shipping cost.
  • Promotion is not available for trade accounts.

 

I received an Email / TXT message with a coupon code, what do I do?

From time to time, we issue coupon code that we send via email or SMS. If you have received a coupon code you can use it for a single purchase on our website by entering the coupon code at the checkout.

  • To use the code, add items to your cart, proceed to the checkout and copy and paste or type the code where is says: "Enter coupon code here", then tap or click Apply.
  • If the code is valid, it will be applied and a discount shown.
  • Please note that if the code has expired or has been used already, you will get an "Coupon code xyz123 is not valid" message. If you believe this to be in error, please contact us and we will check your coupon code.
  • You cannot redeem a coupon at our physical store's point of sale, it is available only for online purchases.
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