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 us at eva@winningservices.co.nz.
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 on eva@winningservices.co.nz.
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 at eva@winningservices.co.nz.
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!
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.
Product
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, but we're hoping one day we can have a place of our own for you to come visit. Fingers crossed!
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.