Frequently Asked Questions
Are you open at Alert Level 3?
Yes we are, but only for contactless deliveries, and phone orders. Our Click & Collect service is temporarily unavailable due to high demand. We will resume Click & Collect when we have processed all existing orders.
Our branches are not currently open to the public.
What do I need to do when coming in store to pick up an order?
Please ensure you do not enter the branch carpark unless you have placed an order and have a confirmed collection time scheduled. Ensure you are wearing a mask and scan the Covid Tracker QR code provided. We are asking all customers to remain in their vehicles and follow the instructions in the carpark signage to let our team know you there. Once we have placed your products in the bay next to you and our team member has returned to the store, you can leave your vehicle to load your products into your car.
What if I need help putting heavy products into my car?
Please try and bring someone with you who can help you load your vehicle. We have strict health and safety processes in place to avoid as much contact as possible. However if you do need help, please let a team member know and we'll do our best to help you.
What do I do if I can't get through to place a phone order?
We have limited phone lines at each store so it may be difficult to get through to a team member if we experience an increased volume. Please email your order with your name and contact number to your local branch and we'll call you back to process payment as soon as possible. Click here to find your local stores contact details
Will you accept Sure to Grow Guarantee returns during Level 3?
What do I do if I want to cancel my order?
Please phone or email the store that your order was placed with and give them your order number, reason for cancellation and we will do our best to intercept your order before it is processed. It may take up to 5 working days for credits or refunds to be processed.
Do you accept cash payments?
No, all orders must be paid for before you enter the store to collect your order. We accept all major credit cards and can process payments securely over the phone or via our website.
How long will my order take to be delivered?
Please allow at least 5 working days for deliveries. Our freight partners are experiencing extreme delays so we will delver as many orders via our local branch teams as we can to ensure the best quality of our plants arrive to you as quickly as possible.
For the safety of our customers and staff, and in line with Level 3, all deliveries are made contactless. Delivery staff will deliver all items including heavy items at the front of the property and we are unfortunately unable to take extra delivery instructions at this stage.
Drivers are not permitted on property - deliveries are fully contactless.
Do you provide a Click & Collect service?
Our Click & Collect service is temporarily unavailable due to high demand. We will resume Click & Collect when we have processed all existing orders.
What happens if part of my order is not in stock at my selected Click & Collect store?
To ensure we have your order ready as quickly as possible, our plant experts will be substituting any out of stock products with similar alternatives that are available at your chosen store. If there are no like for like alternatives in stock, we will provide a full refund for unavailable product.
How much is your Click & Collect service?
Absolutely free.
How long will it take to process my order?
We are currently experiencing unprecedented demand for our Click and Collect service in Level 3. Please be patient and allow up to 3 days for us to process your order. If any items need to be transferred from another Kings store, it may take a little longer. Please know we're doing everything we can to have your order ready as soon as possible.
How will I know when my order is ready to collect?
You will receive a confirmation email when your order has been processed and is ready to pick up. During Alert Level 3 we ask that you don't arrive at the store until we have contacted you to arrange a scheduled collection time.
What days/times can I pick up my order from store?
We will have scheduled collection times 7 days a week between 9am - 5pm.
What do I need to bring with me when collecting my order?
Please bring a valid ID and a copy of your order with you as you will need your order number and list of products to check your order is correct.
Where do I go when collecting my order?
During Alert Level 3, please drive into the carpark (follow the arrows) and park in one of the numbered Click & Collect parking bays. There will be instructions on a sign to text your number plate, name and order number to the store who will bring a trolley of your order out to you. Please do not get out of your car until our staff have walked away.
What happens if I change my mind after placing an order?
Call or email your local store and let them know what you would like to change with your order. We may not always be able to accommodate your change of mind before your order has been processed, but we will try our best.
What if I am not satisfied with a product when collecting my order?
During Alert Level 3, please stay in your car and call the number on the instruction sign in your parking bay to speak to a staff member. Please do not enter the branch under any circumstances.
How long will you hold my order for if I am unable to collect it when its ready?
We will hold your order for you for a maximum of 14 days. If we are unable to contact you to arrange a suitable collection time your order will be cancelled, and the product returned to the store to sell.
How long will it take for my order to be delivered?
Please allow up to 5 working days for delivery.
To avoid orders sitting with our courier for more than 48 hours, we will only dispatch plants between Monday and Thursday afternoon. This is to minimize the time plants are with a courier and to help ensure our stock is of a sufficiently high quality when it arrives.
If delays are due to product being unavailable, we will contact you to offer an alternative, or give you the option of a refund.
In most circumstances, we aim to deliver all of your products at once. However, we may at times need to dispatch your items on separate couriers to ensure healthy plants arrive at your door. All of the tracking numbers will be emailed to you when the plant is picked up by the courier.
How much does shipping cost?
Standard Delivery by area:
Auckland Region $7
Auckland Outer Region $10
Rest of North Island $15
South Island By Custom Quote only
Small items only $5 nationwide delivery
Bulk item surcharge $3 per item
Store delivery surcharge for large items $5 per item
The area is defined by your postcode, which you can enter in the checkout pages to confirm your proposed shipping costs before confirming your order. For bulk order shipping quotes, please email our online team info@kings.co.nz
For more information on shipping, please click here.
How can I change my delivery address?
Please get in contact with us via email at info@kings.co.nz if you need to change the delivery address of your order.
How can I track my order?
Once your order has been collected and scanned with the courier, you will start to receive automated track and trace emails.
You can track all of your items by either clicking the link in the email, or by using the Courier post website and entering the tracking number– https://www.nzpost.co.nz/courierpost
What should I do if I have not received my tracking information?
In the instance that you have not received the automated tracking emails, please email our online team at info@kings.co.nz who will be able to provide this for you.
I have only received part of my online order, where is the rest?
In most circumstances, we will endeavour to deliver all your products at once. However, we may at times need to dispatch your items on separate couriers to ensure healthy plants arrive at your door.
In the instance where your order exceeds 20kg, your order will be split into separate packages. This is to ensure the health and safety of the courier team when handling bulky items.
Once your order has been collected and scanned with the courier, you will start to receive automated track and trace emails.
You can track all of your items by either clicking the link in the email, or by using the Courier post website and entering the tracking number– https://www.nzpost.co.nz/courierpost
I received an email stating my parcel has been delivered but I have not received it, what should I do?
In the instance that you have received an automated email stating that your parcel has been delivered, but you in fact have ‘not’ received your item, you can call our online team on 0800PLANTS or email your query to info@kings.co.nz
Alternatively, you can also contact Courier Post who will be able to track your item:
Courier Post 0800 268 743 press 1 to track a parcel.
All of our plants and products are covered under our Sure to Grow and Delivery guarantees, so we will be able to help you if anything has gone wrong with your plants/ products.
I will not be home to receive my order, what should I do?
All of our plants are shipped without signature and will be delivered to the address supplied.
You can advise us of any delivery instructions, but please note the couriers do not offer courtesy calls on delivery.
What happens if my plant is damaged in transit?
Kings Plant Barn stands by the quality of all our products and we only pick and pack the best plants available in store for online orders. Sometimes however, plants do get damaged in transit, so our 7-day free return policy covers you if anything goes wrong.
If your plant or product is damaged during transit we will cover the cost of the return item.
You will be given the option of a replacement product in the first instance, and if this is unavailable a full refund for the unsatisfactory product will be issued within 5 working days.
For more information on our returns policy, click here.
Do you deliver to the South Island?
Yes we are able to deliver to the South Island.
For a shipping quote, please email your full couriering address and details for the plant you would like to purchase to info@kings.co.nz
Do you ship internationally?
Shipping is only available to addresses within New Zealand.
Does my local branch do deliveries?
Yes they do, however due to high demand online and phone orders are temporarily unavailable until Saturday 16th October.
How do I contact my local branch?
You can contact your local branch by calling 0800 PLANTS, or by emailing directly.
Click here for a list of branch contacts.
What are your opening hours?
During Alert Level 3, we are only open for contactless deliveries, phone orders. However, our Click & Collect service is temporarily unavailable due to high demand. We will resume Click & Collect when we have processed all existing orders.
Our branches are not currently open to the public.
What is the Sure to Grow Guarantee?
Our Sure to Grow Guarantee is if all else fails and your plant doesn’t thrive as it should, we will gladly offer you a free replacement plant to try again. It’s our way of encouraging you to never give up and to help you experience the joy of growing a healthy and happy plant.
For more information on our Sure to Grow Guarantee click here
Am I able to return a product?
Kings Plant Barn stands by the quality of all our products and we only pick and pack the best plants available in store for online orders. Sometimes however, plants do get damaged in transit, so our 7-day free return policy covers you if anything goes wrong.
If your plant or product is damaged during transit we will cover the cost of the return item.
You will be given the option of a replacement product in the first instance, and if this is unavailable a full refund for the unsatisfactory product will be issued within 5 working days.
For more information on our returns policy, click here.
How do I return a product?
In the instance where you need to return a product, this can either be done instore, or by emailing us at info@kings.co.nz where our online customer services team will organise the return service with the courier.
What happens if my plant is damaged in transit?
Kings Plant Barn stands by the quality of all our products and we only pick and pack the best plants available in store for online orders. Sometimes however, plants do get damaged in transit, so our 7-day free return policy covers you if anything goes wrong.
If your plant or product is damaged during transit we will cover the cost of the return item.
You will be given the option of a replacement product in the first instance, and if this is unavailable a full refund for the unsatisfactory product will be issued within 5 working days.
Are online orders covered by the Sure To Grow Guarantee?
Yes, for online orders, a photo of the original plant must be provided to info@kings.co.nz for assessment before a replacement plant or alternative will be offered.
Couriering costs for the replacement plants are not covered under the Sure to Grow Guarantee and shipping costs will apply.
For further details on our Sure to Grow policy, click here.
How can I change my delivery address?
Please get in contact with us via email at info@kings.co.nz if you need to change the delivery address of your order.
How do I contact the online customer services team?
Our online customer services team is available Monday to Friday 9am to 4pm.
If you would like an update on the status of your order, please call us on 0800 PLANTS (752687) as we are making more staff available to help you with your phone queries.
I didn’t receive a confirmation email, who should I contact?
First, please check your SPAM or JUNK folder. Should you not receive confirmation of your order, you can contact us either via email on info@kings.co.nz or call us on 0800PLANTS. We will be able to email you a confirmation and check the status of your order.
I’m looking for a plant that is not listed online – can you help me?
If you are looking for a specific plant that is not listed online, you can make contact with our online customer services team who may be able to source the plant on your behalf.
You can either email the details to our online customer services team at info@kings.co.nz or call on 0800PLANTS.
Do you have waiting lists?
There are a number of special order plants that are only available to those on the waiting list due to short supply.
You can be added to the waiting list by contacting your local branch, or by emailing info@kings.co.nz
Is my Wonderful Wednesday discount available online?
Yes, make sure you have set up your Kings Garden Club account with your wonderful Wednesday discount. You can do this by either showing your Gold Card to a Kings member in store, or by emailing a copy of your Gold Card to info@kings.co.nz.
Are online orders covered by the Sure To Grow Guarantee?
Yes, for online orders, a photo of the original plant must be provided to info@kings.co.nz for assessment before a replacement plant or alternative will be offered.
Couriering costs for the replacement plants are not covered under the Sure to Grow Guarantee and shipping costs will apply.
For further details on our Sure to Grow policy, click here.
I would like to send a last-minute gift; can you help me?
Please make contact with our Kings online customer services team who will be able to give you plant options and possible urgent delivery timeframes and costs info@kings.co.nz.
You can also send a personalised gift message that will be printed onto a card on your behalf.
Do you offer bulk order discounts?
For all bulk enquiries, please email our online customer services team at info@kings.co.nz
I would like a copy of the GST receipt for my records, who should I contact?
You can either email us at info@kings.co.nz or call on 0800PLANTS and our team will be able to email you a GST receipt.
I am a landscaper, can I set up a Kings Plant Barn account?
Yes, you can email our online team at info@kings.co.nz and they will be able to forward you the account application
How do I reset my password?
You can reset your password by clicking the ‘Forgot your password’ link in the login section. Find the login page here.
If you do not receive a password reset email, please first check your SPAM or JUNK folder. The email will be sent from Kings Plant Barn. If the link in your "reset password" email didn't work, it may have expired as the link is only valid for 60 minutes. You will need to request a new "password reset" email after 60 minutes.
I am having trouble signing into my account, can you help?
If you have an existing account with us but are unable to login, please click the 'Forgot your password' button at login and enter your email address. This will send you an email to create a new password. All customers will need to create a new password when shopping on our new website for the first time. If you do not recieve a "password reset email" after following all the instructions in the "How do I reset my password" question above, you may need to create a new account.
I did not receive a password reset email, why?
If you have checked your SPAM and junk folder and did not receive an email, your account may no longer be valid. If you haven't shopped with us for more than 3 years, please create a new account here.
How can I get help from the Kings Plant Doctor?
Kings Plant Barn offers a free Plant Doctor service to help diagnose and treat your common plant issues.
You can contact our Plant Doctor by emailing photos and a description of your plant to: plantdoctor@kings.co.nz
For further tips and helpful plant information, you can visit the Plant Doctor website: www.plantdoctor.co.nz
Can I purchase gift vouchers online?
Yes, Kings Plant Barn gift cards and e-gift cards can be purchased online here.
Kings Plant Barn paper gift vouchers can only be purchased and redeemed instore.
I’ve lost my Kings Gift Voucher, what can I do?
As the Kings Plant Barn paper vouchers are accepted at all garden centres nationwide (not just at Kings Plant Barn) unfortunately we are unable to cancel or replace lost gift vouchers.
Kings Plant Barn gift cards can be replaced only if they have been applied to your Garden Club account.
Where can I use my Kings Gift Vouchers?
Kings Plant Barn paper vouchers purchased instore can be used instore only at garden centres nationwide. You can ring your local plant centre to check they accept the vouchers.
Kings Plant Barn gift cards and e-gift cards can be used both online or instore at any Kings Plant Barn store.
Can I use my Kings Garden Club points online?
Yes, your rewarded Garden Club points can be used to purchase online. Your Garden Club dollar balance will be displayed at checkout as a payment option.
Earn a $10 Garden Club loyalty balance for every 300 Garden Club points on your account.
For more information on the Kings Garden Club click here.
How do I check my Kings Garden Club points?
You can check how many Garden Club points you have within your 'Account' section when you are logged in online.
You can also check instore by asking our staff at the checkout.
For more information on the Kings Garden Club click here.
How many points do I need to get a Kings Garden Club voucher?
For every dollar spent you receive a point towards your Garden Club account.
Once you have reached 300 points you will receive a $10 voucher to use in store.
For more information on the Kings Garden Club click here.
When will I get my Loyalty points?
Online - your loyalty points will only be applied to your account after your order is dispatched or collected instore. This means there may be a slight to delay for these to be applied to your account for online orders.
Instore - your loyalty points will apply instantly to your Garden Club account once you've made a purchase instore.