Frequently Asked Questions
Shipping & Delivery
How much is shipping within New Zealand?
Shipping is free on orders over $250.
For orders under $250, a flat rate of $7 applies for standard courier delivery (with signature) to all NZ addresses.
How long will delivery take?
For New Zealand orders, delivery usually takes 1–4 business days from the time you place your order.
If your order is urgent, let us know—depending on your location, we may be able to offer a low-cost expedited option.
For extremely urgent Auckland deliveries, we can arrange same-day courier—just contact us for a quote.
Can I track my order?
Yes—all orders are sent with tracked delivery. We'll email you tracking details as soon as your order is dispatched.
If you haven't received tracking info, or have any concerns, please get in touch.
Do you ship to PO boxes?
Unfortunately we cannot deliver to PO boxes or Parcel Lockers.
International Orders
Do you ship internationally?
Yes, we do! International shipping rates are calculated at checkout for most items.
If you don't see a shipping rate—or if the item is showing as unavailable—please contact us for a quote.
Note: not all rugs can be shipped internationally. We're happy to advise on what's possible for your location.
How long does international delivery take?
Delivery times vary depending on destination. Contact us for an estimated timeframe for your order.
Are duties and taxes included in the shipping cost?
No—shipping rates do not include taxes or import duties that may apply at your destination.
Can I choose a tracked or signature-required international option?
Yes. If you select NZ Post Economy Tracked, please note this does not include a signature and travels at your risk. We recommend choosing a signature-required option where possible.
Product Information
Are your colours true to what's shown online?
We do our best to ensure our product images are as accurate as possible, but colours may vary depending on your screen settings.
If you'd like to see more photos of a product, please get in touch—we're happy to help.
Are your rugs ethically made?
Yes. At Ink & Brayer, we work exclusively with trusted suppliers who prioritise ethical manufacturing, fair working conditions, and responsible sourcing. Many of our manufacturers are aligned with organisations such as Care & Fair, GoodWeave, and Sedex, helping to ensure ongoing ethical practices throughout their production processes.
Can I request a custom size in a rug?
Absolutely. Contact us for a quote.
Samples
How do I request a rug sample?
You can order a rug sample directly via this page. We recommend checking if your chosen sample is in stock—feel free to call us if you're unsure or would like help choosing something suitable for your space.
A $50 deposit applies, which is fully refunded when the samples are returned.
How long can I keep the sample?
As soon as you're finished with it, please return it—ASAP is ideal, as we have a limited supply of samples.
We'll usually follow up after a week or two if we haven't heard from you.
Do I pay for return shipping on samples?
We use a shared-shipping model: we cover the cost of sending samples to you, and you cover the return shipping cost.
We don't currently provide return shipping labels.
Order Issues & Returns
What if my item arrives damaged?
We take great care in packing orders, but if something arrives damaged or faulty, please contact us as soon as possible.
Take photos of the item and packaging and send them to us—we'll arrange a replacement and cover any associated costs, including return shipping if required.
What if there's a fault with my item?
If a fault occurs due to our mishandling or a product issue, we'll organise a courier to collect it and cover the return shipping.
The item will be replaced, or in some cases, refunded.
Do you accept change-of-mind returns?
Please refer to our Returns Policy for details on change-of-mind returns, eligibility, restocking fees, and non-returnable items.
Can I change or cancel my order after placing it?
Contact us as soon as possible—if the item hasn't shipped, we may be able to help.
General Enquiries
Do you offer gift wrapping or messages?
In some cases, yes. Get in touch and let us know the product you'd like to gift for more information.
Do you have a showroom I can visit?
Yes! We have recently opened a Design Studio in Mt Eden, Auckland. For more information and to book an appointment, click here.
Bren is also available for appointments via Zoom or phone if you are not Auckland-based.