If you’ve not purchased from Hawthorne before, you will need to first apply for a business account by filling in our online form to create an account. Click for account application

For retailers only: Once we have processed 4–5 orders, you will then be able to request a credit account with monthly billing.

You will need a trade account to login and purchase online. Please refer to the account application process above.

Items not currently in stock can be placed on backorder. Once the stock has arrived we will notify you before dispatching. Click “incoming stock” on products to view incoming stock and available quantities to backorder.

Yes. We have a minimum order value of$250. Orders below this amount will incur a $25 small order surcharge.

Yes, Hawthorne works with retailers and designers to create furniture exclusive for them based on minimum quantities and production lead times. Contact us to see how we can help with this.

Yes, definitely. One of the many advantages of partnering with Hawthorne is our ability to easily adapt an existing design to your specific needs, or we can even custom design furniture or homeware items exclusive for you.

No. We do not offer upholstery services. However, many of our collections are available in a range of stocked fabrics and finishes, with selected pieces also available for custom order, subject to minimum order quantities.

The Hawthorne showroom is open Monday – Friday from 9am–4pm (excluding public holidays). You are welcome to pop in any time the showroom is open.

Of course, our showroom has plenty of off street parking and is beautifully laid out to showcase a full range of furniture and décor including both new and original pieces, as well as outdoor furniture and planters.

Items in our showroom are unpriced, however our team are on hand to answer any questions.

Utilising our dedicated Dispatch Support Team and supply chain partners we normally dispatch an order the following business day. We work with a number of different freight providers, both nationally and internationally to ensure the best possible service.

• Courier items: Smaller items sent via courier take approximately 2–3 days, although this may vary slightly for residential or
  rural addresses.
• North Island freight: Larger freight items can take 1–5 working days depending on delivery schedules.
• South Island freight: Please allow 7-10 working days for South Island deliveries.

Once your order has dispatched you will automatically be sent a tracking link. If you have specific delivery requirements and timelines contact our Sales Support Team on 0800 88 22 11

No. We do not offer international shipping. Customers wishing to export products overseas will need to arrange their own freight and shipping services. We are happy to coordinate collection from our warehouse.

We want you to be completely satisfied with your Hawthorne purchase. Even if items are not being used straight away, we do require items to be checked prior to storing. If you need to return an item, please review the following:

• Change of mind returns: Products may be returned for a store credit within 7 days of delivery, provided items are unused, in their original packaging and in resaleable condition. Please note that return freight costs are at your expense and a 10% restocking fee will apply to all change of mind returns.
• Faulty or damaged items: If your item arrives faulty or damaged, please refer to our damages policy below. We will work with you to resolve the issue promptly.
• Sale items: We do not accept returns on sale items. All clearance purchases are final sale, with no returns, exchanges or refunds, and no holds or reservations apply.

To initiate a return, please contact our Sales Support Team on 0800 88 22 11 or email sales@hawthornegroup.co.nz with your order number, photos and reason for return.

We take great care in packaging and dispatching your order, however on occasion damage can occur in transit. It is important that any damage is reported to us as soon as possible.

All damage must be reported within 7 days of delivery. Claims made outside of this window will not be accepted as we cannot claim from our transport partners after this timeframe. Even if items are not being used straight away, we do require items to be checked prior to storing. When reporting damaged goods, please have the following information ready:

• Your order number
• The retailer or account you purchased through (if applicable)
• A description of the damage
• Clear photographs of the damaged item(s) and packaging – including the outer box and any visible damage to the carton

Please send this information to sales@hawthornegroup.co.nz or contact our Sales Support Team on 0800 88 22 11.
Once we have assessed your claim we will advise on the best course of action, which may include a replacement, credit, or repair.

Please do not dispose of the original packaging until your claim has been resolved.

We do not accept returns on sale items. All clearance purchases are final sale, with no returns, exchanges or refunds, and no holds or reservations apply.

If you purchased your Hawthorne product through one of our retail partners, your first point of contact for any enquiries, returns, or damage claims should be the retailer you purchased from.

If you are unsure who to contact, or your retailer is unable to assist, you’re welcome to reach out to the Hawthorne Group team directly with the following details:

• The name of the retailer you purchased from
• Your order or receipt number
• Date of purchase
• A description of your enquiry

Contact our Sales Support Team on 0800 88 22 11 or email sales@hawthornegroup.co.nz and we will do our best to help.

Our full product catalogue, live pricing, and stock availability are available online to approved trade account holders. Once your account has been set up and login access provided, you will be able to view all pricing directly through our website portal.

If you require assistance accessing your account or would like a copy of our latest catalogue, please contact our Sales Support Team on 0800 88 22 11 or email sales@hawthornegroup.co.nz.

Yes, we reward higher volume purchasing with tiered pricing. Discounts are applied based on order value and product category. Contact our Sales Support Team to discuss what pricing structure applies to your account.

Yes, recommended retail pricing is provided on our website. While retailers are free to set their own pricing, we do provide RRP guidance to help maintain consistency across stockists and protect the integrity of our products and the Hawthorne brand.

New accounts begin on cash payment terms. Once we have processed 4–5 orders you may apply for a credit account with monthly billing.

Overdue accounts may result in orders being placed on hold until the outstanding balance is resolved. If you are experiencing difficulty with payment, we encourage you to contact our accounts team as early as possible on 0800 88 22 11 so we can work with you on a solution.

Yes, all orders are issued with a full GST invoice. Invoices are automatically generated and sent to your registered email address upon dispatch. You can also access your invoice history through your online account portal at any time.

Minimum order quantities vary depending on the product and whether the item is a standard stock line or a custom or exclusive order.

• Standard stock items: No minimum order quantity applies. You can order as few or as many units as required.
• Custom or exclusive items: MOQs apply and will be confirmed at the time of quoting, depending on the product, materials and production requirements.

Contact our Sales Support Team to discuss MOQs for specific products or custom projects.

Yes, we are able to drop ship on behalf of retailers in many cases. Orders can be dispatched directly to your customer’s address. Please discuss your drop shipping requirements with our Sales Support Team when placing your order.

Yes, samples can be arranged across many of our product lines at an additional cost. Sample availability, pricing, and lead times vary depending on the product.

We also encourage clients to visit our showroom, where the majority of our collections can be viewed in person before committing to a larger order. Seeing materials, finishes, scale, and comfort firsthand often helps make the selection process easier and more confident.

To discuss sample options or specific project requirements, please contact our Sales Support Team on 0800 88 22 11 or email sales@hawthornegroup.co.nz

When you place a backorder, our team will notify you as soon as the stock arrives and before it is dispatched.

We also display incoming stock and estimated arrival dates directly on each product page across our website, making it easy to track upcoming availability while planning projects or orders.

If you need further updates on a specific item, our Sales Support Team is always available to assist.

Items are packaged for safe transit and wholesale handling. Packaging is practical and designed to protect products during freight rather than for retail display.

If you have specific packaging requirements – such as retail-ready presentation, unbranded outer cartons for drop shipping, or project-specific handling requests – please discuss these with our team at the time of ordering.

On some occasions, we can also offer custom branding applied to packaging at the time of order, depending on product type, quantities, and lead times.

Lead times for custom and made-to-order pieces vary depending on the complexity of the design, materials required and current production schedules. As a guide, most custom orders require a lead time of 12–16 weeks, however this will be confirmed with you at the time of quoting.

We recommend discussing your timelines with us as early as possible to avoid any delays, particularly for project or seasonal deadlines.

Due to the nature of custom and made-to-order production, cancellations may not be possible once an order has entered production. In some cases a partial or full cancellation fee may apply.

If you need to cancel or amend a custom order, please contact our Sales Support Team as soon as possible on 0800 88 22 11 or email sales@hawthornegroup.co.nz. We will advise on what options are available depending on the stage of production.

Yes, Hawthorne products are covered by a manufacturer’s warranty against defects in materials and workmanship. Warranty periods vary by product category.

Warranty does not cover fair wear and tear, damage caused by misuse or improper care, or damage resulting from transit after the 7-day reporting window. If you believe a product has a warranty defect, please contact our Sales Support Team with your order number and photographs of the issue.

Sales Support Team on request. We recommend sharing the relevant care information with your customers at the point of sale to help maintain the longevity and appearance of each product.

Please note that warranty claims do not cover fair wear and tear, damage caused by misuse or improper care, or transit damage reported outside the 7-day notification period. If you believe a product has a manufacturing or warranty defect, please contact our Sales Support Team with your order number and clear photographs of the issue for assessment.

Some items require partial assembly. Where this is the case, assembly instructions are included with the product. If you require assembly documentation in advance – for example, to share with customers or for display purposes – please contact our team and we can supply this separately.

Yes, our in-house marketing team can supply a range of support materials to approved stockists, including product imagery, copy, brand assets and in some cases physical point-of-sale materials. Get in touch with our team at marketing@hawthornegroup.co.nz to discuss what is available for your store or channel.

We encourage all retailers and trade partners to represent our products accurately across their websites, social channels, and marketing material. This includes using current product imagery, correct specifications, finishes, dimensions, and approved product descriptions wherever possible.

Accurate representation helps maintain consistency across the market, reduces customer confusion, and ensures end users have the clearest understanding of the product before purchase. Our team is available to assist with up-to-date assets, imagery, and product information when required.

Trade account holders receive regular updates on new arrivals, upcoming collections and product launches via email. Make sure your contact details are up to date on your account so you don’t miss out. You can also speak with our Sales Support Team or visit our showroom to see new products as they arrive.

No, we do not currently exhibit at trade shows. Instead, we hold regular events, launches, and trade-focused gatherings within our showroom environment. Our showroom is accessible five days a week, allowing designers, retailers, and trade clients to experience collections in person, explore materials and finishes, and discuss upcoming projects directly with our team.

Internet ordering and security is of utmost concern to us. We will ensure your credit card details and personal information are safe. We will never sell, trade or give your personal information to anyone.

All transactions are completed with the highest level of encryption security available, so you can order with complete confidence.

If for any reason you do not feel comfortable entering your credit card information online, please feel free to phone or email your order to us. For more information, please view our Privacy Policy.

We regularly supply set designers, art directors, stylists, and film/television productions with specific pieces for projects and shoots. All items supplied are available for purchase and are not provided as a free loan service.

If we don’t have what you need readily available, and timelines allow, we can also work with you to source suitable pieces for your production or project.

Definitely. We have an in-house marketing team who are more than happy to supply you with any images and copy you require.