FAQs
Let us answer your burning questions here.
Delivery
WHAT SHOULD I EXPECT?
Deliveries are usually between 9-5PM but if it's a particularly busy day, we may go outside of these hours and keep you in the loop throughout the day. Here’s what to expect on delivery day:
- When your goods are on board for delivery, you’ll receive a text message from our courier partner.
- We recommend keeping your phone handy, as the courier driver will call you 30 minutes before delivery.
- If you’re one of the first deliveries of the day, our drivers will notify you as they’re leaving the warehouse to give you as much notice as possible.
If you need to change delivery details, please don't hesitate to reach out to our delivery partner.
Our courier partner offers a ‘to the room' service, so please ensure you are home to accept delivery.
Do I need to be home to accept delivery?
Our courier partner will be delivering your Eva piece ‘to the room', so it's best that you are home to accept delivery to guide where you want your piece placed.
If you need to change delivery details, please don't hesitate to reach out.
IS DELIVERY A 'TO THE DOOR' OR 'TO THE ROOM' SERVICE?
Your product will be delivered directly into your room of choice. Simply let the driver know which room you'd like to have your Eva piece.
HOW CAN I TRACK MY ORDER?
You’ll be kept in the loop the whole way through. Customers will receive a text message from our couriers.
For smaller products such as sofa bed covers that are purchased separately, this will be shipped via New Zealand Post and you will receive a tracking link once dispatched.
HOW FAR IN ADVANCE CAN I ORDER?
At checkout, prior to payment you will be able to see your delivery options.
You can select a desired delivery date up to three (3) months in advance.
WHAT IF THERE'S AN ISSUE WITH MY DELIVERY?
Please contact our delivery support team via the contact details in your delivery confirmation email.
If you believe you’ve received the wrong product, you’re missing an item or something is damaged please contact us within 48 hours of receiving your Eva products.
HOW MANY BOXES COME WITH MY SOFA BED?
Your sofa bed will come in 4 boxes. Some of the larger ones can weigh a lot. We recommend arranging for someone to help you on the day!
What is the maximum weight the bed frame can withstand?
We’ve designed the Eva Timber Bed Frame to be light but incredibly durable. Your bed frame can withstand up to 450kg in weight.
What tools will I need to build my bed frame?
We’re proud to say you won’t need any tools to put together your bed frame! Each bed frame comes with a detailed instruction booklet or you can check out our assembly video here. With only a few screws and no tools, you’ll have your bed frame together in 5 minutes!
What colour is the bed frame?
As our bed frame is made from timber, each frame has its own unique wood grain. This may cause slight differences in colour and pattern. Variations in exact wood colour and grain are expected. The American Oak exterior gives your bed frame a high-quality finish that suits any aesthetic. Slight colour variations in timber do not constitute a fault.
Returns
What should I expect?
Eva can arrange for returns to be picked up by our courier at no extra cost. You will be refunded the cost of the product excluding the delivery fee. Simply ensure you keep your packaging to qualify.
How do I initiate a return?
We get it, sometimes things aren't a good fit. Simply email us at hello@evahome.co.nz within 14 days of receiving your Eva product, and we'll get your return process started. Easy peasy.
How long will my return take?
We will refund you as soon as we have received the product back at our warehouse. You will be refunded the cost of the product, excluding delivery fees.
The refund will be returned to the card or account that you used to purchase the product. The time for returns to be processed can vary based on product, location, and payment method.
How do I reschedule my return pick-up?
If you happen to miss your scheduled pick-up, please call the our couriers on +64 9 870 6922 or email eva@winningservices.co.nz.
How do I cancel my order?
If you find you have accidentally ordered the incorrect product or size, you may be able to cancel your order if the product has not been dispatched. Please contact our customer service team on hello@evahome.co.nz as soon as possible.
What if I am missing parts to return?
If there are missing pieces in your return, you will only be eligible for a partial refund up to 60% of your original order, pending return of all pieces. You are responsible for returning the remaining pieces at your own cost.
How do exchanges work?
If you'd like to exchange your Eva product, please contact customer support on hello@evahome.co.nz to request an exchange. Please ensure you have your original packaging.
What if I've damaged my product?
We only accept returned products that are in as-new condition. If your product is damaged or stained (and not covered by warranty), you will be ineligible for a return.
This means ensuring you have all the original pieces and that the fabric or timber is not damaged in any way. Your refund may be subject to an inspection when it returns to our warehouse.
Products
Eva Timber Bed Frame
Can I buy a bed frame without a headboard?
No. We are unable to offer the Timber Bed Frame without the headboard. However, if you prefer, you are welcome to remove it. This will not affect the bed frame nor it's structural integrity in any way.
Where is the Timber Bed Frame Made?
Our fabulous design team is based in Melbourne and all of our products are made by our manufacturing partner in China to our strict specifications.
The manufacturer follows our careful code of conduct and has been certified by BSCI (you can read about here https://www.amfori.org/content/amfori-bsci) and SQP (you can read about it here https://qltysys.com/sqp/) . These are independent organisations who audit manufacturers to ensure ethical working conditions and social compliance. We also recently gained the prestigious B-Corp certification, you can read about on our blog here https://eva.com.au/blogs/eva/how-we-became-a-certified-b-corp.
Feel free to read our makers page here: https://eva.com.au/pages/meet-our-makers
So you can sleep easier, we source our timber materials from Forest Stewardship Council (FSC), a certified supplier who ensures sustainable forest management & restoration.
Are your materials sustainably sourced?
Yes. The Eva Timber Bed Frame is made from FSC certified materials to ensure the protection of our beautiful forests! The timber used in our bed frame is a combination of sturdy Birch plywood and American Oak Veneer. The Birch plywood is grown in Russia and the American Oak in North America.
How do I care for my bed frame?
We recommend keeping your bed frame away from direct sunlight and liquids. You can clean your bed frame with a clean, damp cloth to remove any dust.
Your bed frame is made from natural materials and does not like harsh cleaning products. The bedhead on your timber bed frame is designed to sit flush against the wall and will need to do so for longevity. Structure damage may occur over time if it is not supported by a solid surface.
If skirting boards do not allow for this, please email our friendly customer support team.
Is the bed frame non-toxic?
Yes.
Our bed frames use a combination of E0 and E1 glue which has one of the lowest amounts of formaldehyde for this kind of wood production. The bed frame is finished with eco-friendly Osmo oil to ensure the timber is protected from the inside out.
Osmo oil is made from a selection of food-grade natural oils and carnauba wax and is completely non-toxic as well as stain-resistant. We only use the highest quality, safe and low emitting materials in all Eva furniture.
What materials come with my bed frame?
Your bed frame will come in four boxes. Due to the high quality timber, the larger boxes are heavy and may require two people to move.
Check out our Eva Timber Bed Frame Tech Specs more information. All screws are 'hand screws' and do not require any Allen keys or tools.
Will my bed frame arrive with my mattress?
We know you’re excited to sleep soundly! If you've purchased these two products together, we will do our best to ensure your Eva Timber Bed Frame and Eva Mattress arrives as soon as possible! As your mattress is delivered with a different courier to your bed frame, we unfortunately cannot guarantee they will arrive on the same day.
Check out Delivery FAQ for more information.
Kino Storage Drawer
Can the Kino Storage Drawer be used on carpeted floors?
Yes, the Kino Storage Drawer can be used on both carpeted and hard floors. For the smoothest operation possible, please ensure that the carpet pile is no longer than 20mm.
Does the Kino Storage Drawer have adjustable feet for uneven floors?
Yes, the Kino Storage Drawer is equipped with adjustable feet to ensure stability on uneven floors. You can easily adjust the height of each foot to level the storage unit and maintain a stable and secure setup.
Can the Kino Storage Drawer be used without a bed frame?
The Kino Storage Drawer is specifically designed to integrate with our Timber Bed Frame. Using it with incompatible bed frames may result in improper support and stability. Stay in the family, friends!
Are the drawers of the Kino Storage Drawer soft-closing?
Yes, the Kino Storage Drawers are equipped with soft-closing mechanisms to ensure smooth and quiet operation.
Can I use my Kino Storage Drawer across all bed frame sizes?
The Timber Bed Frame version of the storage is compatible with the Queen and King sizes.
Where is the Kino Storage Drawer made?
Designed and engineered by our team in Melbourne, we work with our manufacturing partner in Hangzhou, China to make our Kino Storage Drawer to the highest quality.
What tools will I need to build my Kino Storage Drawer?
We’re proud to say you won’t need any big tools to put together your storage! All you will need is a small coin to attach the Queen/King/Double slat pieces to the drawer (all included in your order).
What is the warranty for the Kino Storage Drawer?
Our Kino Storage Drawers come with a 2-year structural warranty. For more information, please visit our Terms of Service.
What is the Kino Storage Drawer made of?
Our Kino Storage Drawer is made from high grade plywood with double layered veneer.
What are the dimensions of the Kino Storage Drawer?
Your Kino Storage Drawer dimensions is 87cm x 76cm x 22cm
How can I recycle the packaging of my Kino Storage Drawer?
To dispose of your packaging, you can add the cardboard to your recycling or compost bin.
The recycled soft plastic can be recycled wherever you dispose of soft plastics. From here, the plastic will be given a new life and kept out of the landfill.
Please note, you'll be required to keep all original packaging in the event of a return. So best to hold tight just in case.
How do I care for my Kino Storage Drawer?
Our Kino Storage Drawer is made of high grade plywood and is very durable. We recommend keeping your Kino Storage Drawer away from direct sunlight and liquids. You can clean your storage drawer with a clean, damp cloth to remove any dust.
Your Kino Storage Drawer is made from natural materials and does not like harsh cleaning products.
How do I assemble the Kino Storage Drawer?
Your Kino Storage Drawer comes assembled out of the box! All you need to do is integrate it into your Timber Bed Frame, and depending on which size you have you will use different attachments to complete the installation.
Visit our Assembly Page to watch the assembly video.
Slideaway Sofa Bed
Are the covers removable?
Yes, they are both removable and machine-washable which means easy cleaning to keep your sofa looking as-good-as-new for the years to come.
What size bed does the sofa slide out to?
The Slideaway Sofa Bed turns into a standard double mattress. There's also a day bed mode which can be achieved by adding the cushions back onto the sofa when it is fully slid out.
How much weight can the Slideaway Sofa Bed Withstand?
The Slideaway Sofa Bed has been designed to be lightweight but incredibly strong & durable.
Your sofa bed weighs approximately 105kg in total & can withstand up to 300kg in weight.
Where do you deliver the Slideaway Sofa Bed?
Our Slideaway Sofa Bed is available for delivery in Auckland and Christchurch. See the full list of regions here.
How do I assemble the Slideaway Sofa Bed?
You can watch the assembly video or visit our Assembly and Care page. Top tip: Make sure you put your covers on your cushions as they are inflating to make it easier to assemble!
How do I care for my Slideaway Sofa Bed?
Our fabric is hardwearing and easy to clean, a simple vacuuming to remove dust and dirt on a regular basis will help keep it looking clean and crisp. The covers are also machine washable, if a more thorough clean is needed.
If you spill any liquid on your sofa bed, simply wipe it up quickly with an absorbent cloth or paper towel. Avoid using any harsh cleaners as they may cause fabric discolouration.
What tools do I need to build my Slideaway Sofa Bed?
We’re proud to say you won’t need any tools to put together your sofa bed! Each box comes with a QR code that you can scan taking you straight to the assembly instructions and videos. You will find the QR code on the back of our brand brochure or on the bottom of the box, or you can check out our assembly page.
How can I recycle the packaging?
To dispose of your packaging, you can add the cardboard to your recycling or compost bin.
Please note, you are required to keep the boxes and packaging in the event that you wish to return your product. If you do not, you will be requested to source your own packaging (such as bubble wrap or plastic) to protect the sofa bed when you return it to us to ensure it is in ‘as new’ condition.
How do I make my sofa bed slide out faster?
You can always apply beeswax to the sections where the base meets the frame. This makes it slide as fast as you need it.
How can I adjust the comfort of the back cushions?
All of our back cushions have direct access to the cushion fill, which means you're able to remove or add as much or as little fill as you like. This means you can adjust the comfort to your liking at any time. Here's a video:
Warranty
What is the warranty?
The Slideaway Sofa Bed comes with a 5-year limited structural warranty on our frame, 2-year fabric limited warranty and 2-year limited warranty on all other soft furnishings and components.
For more information, please visit our Terms of Service.
What do I do if I think I have a product fault?
If you're having issues with an Eva product and believe it may be the result of a product fault, please contact our Customer Support Team. You can reach us at hello@evahome.co.nz.
You'll initially be asked to include the following via email:
- Order Number
- Contact Details
- A description of why you believe your product is defective
- Images/videos demonstrating the fault
- An image of the product's batch number
We'll work through the faults investigation process with you from here.
Lucky Dip
Are you a 'Bot'?
Boop boop beep boop beepity boop boop beep.
Just kidding.
We are a bunch of real, helpful humans. Just send us a message if you're having trouble finding what you need. We're here to help! Beepity boop.
Do you have a showroom?
We're just online for now. This allows us to reduce our overheads and pass on our savings straight to you, our customer, while still using high quality materials and designing all our products in-house.
We are continuously exploring pop up and other events opportunities, so be sure to sign up to our newsletter to stay in touch of any news!
Sandy sells sea shells by the sea shore?!
The shells she sells are surely sea shells. So if she sells shells on the sea shore, I'm sure she sells seashore shells. Also, Slideaway.