FAQs

Where are you based?  

We are an online store based in Auckland, New Zealand

What shall I do if I need to speak with you?

We have an online chat portal on our website which we aim to respond to within the hour, alternatively drop us an email or call us on 021 2390656 (09:00-5:30 Mon-Fri)

Where can I see your products? 

Whilst we are an online store only and don't have a showroom, many of our products can be seen at various wholesale showrooms in New Zealand. Let us know what product you are interested in and we will see if there is a showroom near you to view it

Do you have items in stock in Auckland?

Most of our products are sent directly from our suppliers warehouses in New Zealand who are all very good at getting orders out quickly. We do have some products in stock but if you are looking for something in particularly that doesn't appear in stock, please drop us a quick email.

Are your products genuine? 

YES! We deal with a number of official suppliers of designer products in New Zealand who have the distributorship in NZ for many international brands. 

Is your website secure for online purchases?

YES! All payments go through a secure website portal via Shopify Payments - we don't have access to any of your credit card details

I have an idea for a piece of furniture but can't see what I want, do you offer custom made pieces?

Absolutely! We work with a number of manufacturers around New Zealand that are happy to custom make a specific headboards, furniture pieces or soft furnishings - we would LOVE to talk to you about a design idea you have.

What should I do if my product arrives damaged?

Please check all items when they arrive and email us immediately if there is any damage. If you find any unreasonable fault with any of our products, please email us as soon as possible at relax@mysanctuary.co.nz and we will walk you through the next steps. 

How much does it cost to ship an item?

Please see our shipping page with information on our freight options

How long does it take to ship an item?

Unless otherwise stated, we ask that our customers allow up to 7 business days for deliveries. Usually it won't take any where near that, especially in Auckland, however we are at the mercy of our couriers so have added a little extra time to account for any delivery issues.

Do you ship overseas?

Please contact us direct at relax@mysanctuary.co.nz for a quote

Do you do discounts? 

As an online store, we strive to give our customers the best price possible which is why you will see many of our products are really competitive compared to others. We can do bigger discounts for larger orders, particularly when purchasing whole bathroom lots. Happy to give you a quote, just drop us an email and we will see what we can do to help. Please also check out our "clearance" section where discontinued items go on sale.

Can you help me find pieces that complement my existing decor?

We would love to help you. We have access to thousands of products and not everything is on our website. If you have a particular colour scheme or design style in mind, let us know and we can put together some ideas for you.

Do you have any ideas for wedding gifts?

Oooh yes! One of our favourites are our customisable Egyptian Cotton bed linen that can be monogrammed with couples initals or an emblem that is special to them. Here is an example but happy to work with any design you may have. 

Another favourite are our Bamboo Towel Sets, 700gsm of cotton and bamboo for a silky, soft feel - available here in lots of colours. 

Do you offer wholesale?

We are happy to talk to you about any My Sanctuary branded products where we can offer a wholesale price. However, for most of our products we are resellers for other wholesalers but watch this space as we grow the My Sanctuary branded range. 

How do I become a supplier to My Sanctuary?

If you have a product that you would like us to sell, please contact us at relax@mysanctuary.co.nz and we would love to chat with you