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    Frequently Asked Questions

    Account & Password

    I'm a Farmers Club customer but this is my first time shopping online, how do I create a password?
    You need to go to the Forgot Password page and enter your Farmers Club number (not your email address) and we will set you up with a password.

    How can I change my email address?
    If your email address has changed or you’ve never supplied one you will need to email or call our Contact Centre to update it.

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    Contact

    How can I contact Farmers?
    Email or phone the Contact Centre on 0800 327 637. We are available from 7am to 6pm Monday to Wednesday, 7am to 9pm Thursday to Friday, and 9am to 6pm on the weekend.

    Alternatively locate your local store using the Store Locator.


    How can I contact the Farmers Support Centre?
    Private Bag 94060, Manukau 2241 or 21 Laidlaw Way, Flat Bush, Auckland 2016

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    Online Shopping

    How do I change my password?

    Visit the Forgotten Password page to retrieve a forgotten password. If you’ve never shopped online before (but you’re a Farmers Club member) then you will need to enter your Farmers Club number (not your email address).

    Visit the Account page to change your password.


    Which browsers can I use to view farmers.co.nz?
    The website is compatible with the latest versions of Safari, Firefox, Chrome and Internet Explorer. We recommend Google Chrome, download the latest version

    How do I report an error on the website?
    Thanks for letting us know, you can notify us here

    How do I receive Farmers Club points if I checked out as a guest?
    Please contact us. Please provide your order number, club card number. We will then add the points from your online purchase to your Farmers Club account.

    How can I track my order?
    When we dispatch your item/s we will send you an email with a link to track your order. Alternatively if you logged in when your purchased your item/s you can login online and track your order from your profile page.

    How much will it cost to deliver my item/s?
    The cost of delivery is determined on the size of the items in your order and the delivery location. The cost of delivery will display on the checkout page.

    Why is a product out of stock online?
    When a product is on the website but out of stock online it means that you can buy it in some stores. You can check availability on the product page to see which stores have stock. In many cases we will be restockng the online store so check back.

    I have a question regarding my order, who can I contact?
    Email or phone the Contact Centre on 0800 327 637. We are available from 7am to 10pm every day. 

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    Products

    Are size charts available online? 
    Relevant product pages have a link to the Size Chart next to the Select Size dropdown menu.

    I'm looking for a specific item. How do I search for it online? 
    You can enter the name of the product in the search box in the top right corner or you can use the navigation bar at the top of the page to find the correct category.

    Do you have a gift registry?
    No, we do not currently offer a gift registry, but we do offer a wishlist for Farmers Club members.

    What warranty do you offer?
    Warranties vary between products. If the article purchased is faulty, Farmers will meet their obligation to provide a remedy under the Consumer Guarantees Act. Some products do offer extended warranties; these are included on the relevant product pages.

    Why is the colour of the product on the website picture different to the product?
    We try our best to ensure the colour in the image is an accurate representation of the colour of the product, but it can appear slightly different depending on the screen you are viewing it on.

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    Stores

    How can I find or contact my local store?
    Farmers has stores nationwide. Use our Store Locator to find your local store.

    How do I find out if a product is sold in my local store?
    When viewing a product online use the Check in Store tool to see which stores in your region have stock. 

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    Payment

    Does Farmers offer lay-by?
    Farmers does not offer a 'lay-by' service.

    What payment methods do you accept in your physical stores?
    Farmers Finance Card, Farmers Gift Cards, EFTPOS, major credit cards, cash, ASB True Rewards, QCard, and vouchers from shopping centres with a Farmers store. We don’t accept cheques.

    What payment methods do you accept online?
    Farmers Finance Card, MasterCard, Visa, Amex, QCard and Farmers Gift Cards (only those purchased in Farmers stores or at farmers.co.nz)

    Can I order products over the phone?
    We do not take phone orders.

     

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    Farmers Gift Cards

    What is a Gift Card?
    Gift Cards look like a credit card but work like a gift voucher. Instead of having a credit balance like a credit card, Gift Cards work with a positive balance. A Farmers Gift Card can be used to pay for purchases at farmers.co.nz or at any Farmers store.

    Where can I buy a Farmers Gift Card?
    You can buy Gift Cards at farmers.co.nz and in all Farmers stores.

    How can I find my Farmers Gift Card balance?
    You can check your balance on the Gift Card page here.

    What can I buy with a Farmers Gift Card?
    Gift Cards can be used to pay for purchases at farmers.co.nz and any physical Farmers store (or Stevens counter within a Farmers store) with the exception of Goldmark. Gift Cards cannot be used to make payments on any Farmers Finance Card or Fixed Installment account. 

    If I want something that costs more than my Gift Card, can I use more than one Gift Card or other forms of payment?
    Yes. If your purchase is more than the amount available on your gift card, you can make up the full amount with any other type of payment accepted in our stores. For example: Farmers Finance Card, cash, credit card, another gift card or EFTPOS.

    Can I add more value on to my Gift Card?
    No, once a gift card has been purchased, the value on it cannot be increased.

    Does my Gift Card balance expire?
    The balance on a Gift Card will automatically expire two years after the date of issue which is on the back of the Gift Card.

    What should I do if my Gift Card is damaged, lost or stolen?
    Unfortunately, if your Gift Card is lost or stolen we are unable to replace or refund it. You are responsible for the safe keeping of your gift card at all times. Once a gift card has been purchased you should treat it like cash. If your card is damaged, please take it into a store and have it checked by one of our Customer Service team members. It is important that you read and understand the Gift Card Terms and Conditions (see below).

    Can I return or refund a Gift Card?
    Gift cards cannot be returned or refunded.

    Can I make a corporate or bulk Gift Card order?
    Farmers Corporate Services can supply Farmers Gift Cards for your corporate incentive, reward, loyalty, and promotional needs. You can use the Farmers Gift Card as incentives or give them as gifts to your valued staff, suppliers and clients.

    To use our corporate or bulk Gift Card order service, you must order a minimum of 10 Gift Cards or have a minimum order value of $1000. For more information, please email corporategiftcards@farmers.co.nz

    What are the Gift Card Terms and Conditions?
    Gift Cards have no value until activated at time of purchase. Gift Cards are issued by The Farmers Trading Company Limited. Gift Cards can be used for the purchase of goods at any Farmers store (including Stevens counters in Farmers stores) with the exception of Goldmark. It may not be returned, redeemed for cash or used as payment on any Farmers Finance Card or Fixed Instalment account. Any unused value on the Gift Card expires 2 years after date of issue. To use, simply present the Gift Card for full or part payment of goods at the time of purchase. The amount of any purchase will be deducted from the Gift Card.

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    Farmers Club

    Where can I use my Farmers Club card?

    At any Farmers store, including our online store on any transaction.

    How do I earn points?

    You’ll receive points automatically when you use your card in store or online.

    What if I forget my card in store?

    It’s easy, give our sales assistant your phone number and you’ll still earn points. You’ll need to present your card to use a $20 voucher.

    What if I lose my card?

    You can collect a new one in store any time, or you can have one sent to you by ordering one online.

    How can I find out how many points or $20 vouchers I have?

    On your receipt in store, via regular email updates, or you can sign in to Farmers Club online.

    I haven’t received an email with my Rewards and benefits. What do I do?

    Ask a sales assistant to check that we have your correct email address and permission to email you.

    How do I get my $20 voucher?

    Any vouchers you earn will be stored on your Farmers Club card, so simply swipe it in store during your purchase.

    Where can I spend my $20 voucher?

    In any Farmers Store on any item except Goldmark, Stevens and Gift Cards. Unfortunately you cannot redeem vouchers online at the moment, but we are working on it! You need to use the whole $20 in your transaction.

    Does my $20 voucher expire?

    You have 6 months to use your voucher before it expires.

    I had points and now I have 0. Where did they go?

    Points start at zero at the beginning of each season and are then totalled at the end of each season when we calculate which Rewards you’ve earned.

    How do I change my details?

    Ask a sales assistant in store, log in online or contact our customer services team; email farmersclub@farmers.co.nz or call 0800 327 637

    Does the Farmers Club card replace my Farmers Finance Card?

    No. Farmers Club and Farmers Finance are separate. Farmers Club card is a loyalty card only.

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    Returns

    What's your refund policy?

    Refund Policy for Online Purchases
    Please choose carefully as we do not refund unless your items are faulty. We are happy to exchange your items at any of our physical stores, (excluding beds, furniture, whiteware & electronics) within 14 days of the date you received your order, with proof of purchase, providing the items are in their original condition.

    If you cannot get to one of our physical stores, you can post any item purchased online (excluding beds, furniture, whiteware, electronics & dangerous goods) back to us within 14 days of receiving your order, free of charge using the returns label provided and we will provide you with a gift card for the purchase price of the returned item/s. Unfortunately we are unable to provide an exchange for items returned to our online store.

    If the items are faulty, we will meet our obligations under the Consumer Guarantees Act to provide a remedy. 

    Refund Policy for Store Purchases
    Please choose carefully as we do not refund unless your items are faulty. We are happy to exchange your items at any of our physical stores, (excluding beds, furniture, whiteware & electronics) within 14 days of the date you received your item, with proof of purchase, providing the items are in their original condition.

    Can I return a gift I received? 
    You can exchange a gift (excluding beds, furniture, whiteware, and electronics) providing you return it within 14 days of the date you received your item and you have the original receipt, or within two months if you have a gift exchange receipt from the gift-giver.

    Can I exchange an item? 
    We are happy to exchange your goods (excluding beds, furniture, whiteware, and electronics), within 14 days of you receiving your item, with proof of purchase, providing the goods are in their original condition.

    How do I return an item?
    Goods bought online can be returned by post or in any physical Farmers store. Goods bought in store can be returned to any Farmers store. Find out more about how to return an item

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    Delivery

    Which products can be delivered to my home?
    Purchases made online are delivered to your home, plus large items purchased in store -whiteware, beds, furniture and selected electronics (a fee applies).

    How long will delivery take?
    At the time of purchase, we will let you know approximately when the order will arrive. The Farmers Home Delivery Service team will contact you in advance if the order cannot be delivered in full at the time approximated.

    What do I need to provide to Farmers?
    - Any special directions to help us locate your home easily.
    - Advise us of any difficulties our delivery team are likely to encounter, i.e. steep driveways, restricted access, animals etc.
    - Be available to take delivery on the agreed date or make arrangements for a representative to accept the delivery on your behalf.
    - We regret that we cannot arrange existing furniture within your home so it is best to have the room ready where the goods are to be situated.
    - Apartment buildings:  Delivery will only be completed to an apartment if there is a service lift.  If not, the delivery will be to the address only.
    - Furniture that needs to be delivered over a balcony:  Delivery cannot be completed over the balcony, our drivers can deliver to your home but other arrangements will need to be made to lift over the balcony.

    Can you assemble/disassemble my furniture?
    Minor assembling of furniture will be carried out if required - this will include attaching legs and head boards to beds (when purchased together) but excludes major assembly and electrical connections.

    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) you must notify Farmers within 24 hours of delivery.

    How long can you hold my delivery for?
    We can arrange to have your goods delivered any time, however after a date has been set, we can only hold your goods for a maximum of 7 days after the due delivery date at our distribution centre.

    Is there a delivery fee?
    We will let you know the delivery fee at the time of purchase.

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    Careers

    You can find the answer to all your career questions as well as our latest vacancies and contact details on our Farmers Careers website.

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    Wishlist

    Farmers Club members can create their own Wishlist. This is ideal for reviewing your purchase options, creating a shopping list, or emailing it to your other half as a birthday present hint.

    How can I create a Wishlist?
    Log in and then when you are on a product page simply click Add to Wishlist (under the image gallery) to add that product.

    How can I share my wishlist?
    Log in and then select My Account at the top of any page. Select Wishlist in the lefthand navigation to see all the products you've added. From here you can print your Wishlist or email it to friends.

    Why has a product disappeared from my wishlist?
    If a product is no longer available it will be removed from your wishlist. 

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    Community

    Which charities does Farmers support?
    You can find information about all the charities we support and our latest charity events on our Supporting our Community page. 

    Can you support our charity or sponsor me?
    We get many requests for sponsorship. You can find information about the current charities we support and how you can get involved here.

    What events are coming up at my store?
    View all upcoming events here.

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    Farmers Finance Card

    Learn more about Farmers Finance Card.

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