FAQs

 

What payment methods does Incy accept?

Incy accepts Visa and Mastercard

How can I make an Incy purchase?

Incy purchases can be made directly through this website or through one of our local stockists. 

Where can I see Incy products in person?

Incy is primarily an online retailer but many of our items can be viewed at our sister retail stores Hatch Baby & Child found at https://hatch.co.nz/pages/about-us

What does it mean if the product I want is only available for ‘Pre-Order’?

If an item has a ‘Pre Order’ button, it simply means that product is not currently in stock. Pre-order items can still be purchased and your
item will be allocated from our next container. The expected delivery date will be stated underneath the ‘Add To Cart’ button on the product page.


My order has 2 different Pre-Order dates Will they be delivered at the same time?

We will ship items as the come into stock. Please note additional shipping costs may apply and you may receive more than one shipment. 

Where can I find assembly instructions for my Incy product?

For those that have discarded the assembly instructions after swearing you wouldn’t need them again, we have conveniently popped a PDF of the
directions under each item on our website.

Will I have to assemble my order once it arrives?

Our items do come flat packed but don’t worry, you won’t need a degree to assemble them. All items come with a simple set of instructions for your
partner to totally disregard and a guarantee that you will still be friends after.

What happens if my item arrives damaged?

First of all, sorry that you item wasn’t received in perfect condition. In the rare event that this does happen, we want to make the process as simple
and as easy as possible for you. All we need is some images of the damaged items sent to incysupport@hatch.co.nz, a copy of your receipt, your name and contact details, (including phone number) and we can get the ball rolling on your return.

I have baby brain and forgot what I ordered, how can I check?

We get it and there is absolutely no judgement here at all.

To check what you ordered, you can search through your inbox for the order confirmation we sent you or you can simply log into your Incy account
online if you created one at checkout. If you opted to check out as a guest, send us an email Incyinteriors@hatch.co.nz at  and we will
happily remind you.

Where are Incy products manufactured?

Our products are quite the sightseers. They are manufactured abroad by our team of skilled and scrupulous artisans and then sail across the ocean to our New Zealand warehouse. Our metal products are crafted in Taiwan, our wooden products in Vietnam, and our mattresses in China.

Do Incy products meet New Zealand standard?

Incy’s number one priority is to have all products rigorously tested to ensure they meet Australian, New Zealand, Canadian, USA and European standards. All our cots meet Australian and New Zealand safety standards as/nzs 2172.2003. 

What does Authority to Leave (ATL) mean?

All online orders will be dispatched with ‘Authority to Leave’ at the time of purchase. Your parcel will be left at the front door of the property or a safe location around the property. 

Please be aware that on some occasions, if the delivery driver does not feel there is a safe location to leave the parcel unattended, they may leave a collection card and drop this at the most local depot for collection - this is completely up to the discretion of the driver.

Why no delivery to PO boxes or rural addresses?

Many of our items are large bulky items and unfortnately it then costs a fortune to deliver these items rurally. We find that even if you do live rurally, most people have to pop into an urban area at some stage for supplies anyway. It means we are able to keep freight costs to a minum where we can. So far we've found it impossible to squeeze furniture into a PO box, even if it does come slightly flat packed!

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