How can we help?
Find answers to common questions below. If you’re unable to find what you’re looking for, please contact us.
We are wholesale suppliers to soft furnishing and textile retailers nationwide.
Although we don’t have a standalone store, our products are available to purchase at a large number of retailers throughout New Zealand and Australia. While they may not have the entire Furtex range on their shop floor, as one of our stockists, they have access to our full collection and will be able to give you expert advice.
Our Trade Showroom is located in Kingsland, Auckland and is open to Trade and Wholesale stockists by appointment.
Our Customer Services team is available weekdays from 8am-5pm. You can email us on firstname.lastname@example.org or freephone us on 080333 456. Alternatively, get in touch with your sales representative.
All our products are covered by a 12 month manufacturer's warranty. If you need to make a claim, please contact us and we will guide you through the process.
REQUEST A RETURN
To log in to the Furtex site you will need to be a registered stockist.
If you are already a registered stockist with us, and don’t have a login, or have forgotten your login details, please contact our customer care team using the below button, and we will help reset your account.
If you wish to become a stockist with us, please fill in our Trade & Stockist Application and a member of our team will be in touch. Trade applications are open to retailers and design professionals where sales or interior design is a primary part of their business.
Yes, we do offer an appro service for our rug samples. We allow you to keep samples for up to 2 weeks before returning them to us. We will cover the cost of freighting samples to you, and the return freight will need to be organised and covered by you. Please ensure you request a Return Authority Reference from us before returning your sample/s to ensure we can match it up when it has been received.
Please note that we don’t offer a drop ship (direct to client) option for appro orders.
If you wish to appro any of our other products, please contact us at email@example.com or via the below form, to discuss your request.
Due to sunlight and dampness factors, we recommend only using our specified In & Outdoor ranges for outdoor areas. These products have been specifically designed to withstand exposure to elements. Our sunlight in New Zealand and Australia is incredibly strong and will degrade fibres and cause fading in products not designed for outdoor use.
To ensure product longevity, we recommend bringing the products inside when not in use. Our In & Outdoor floor rugs can be cleaned by shaking them out or washing them with a garden hose or damp cloth and warm soapy water. Hang outside to dry.
We offer a made-to-measure service on most of our beautiful floor rugs. Although we carry an extensive range of standard floor rug sizes, we understand that certain projects may require unique dimensions. Our experts are ready to assist and guide you through the process.
We have comprehensive care and cleaning instructions for our floor rug fibre types. Please visit our Care & Cleaning page for details.
Rug underlay not only prevents rugs slipping or creeping but can also prolong the life of a rug by stopping the rug becoming misshapen. Other benefits include providing extra underfoot cushioning and preventing abrasion on timber or delicate flooring. Our Rug Master underlay is made in Germany to high quality standards and is free from harmful substances.
Our Rug Master is pre-cut to fit most basic floor rug sizes. In the case of extra-large or round rugs, a small amount of cutting may be required.
Loose fibres occur with most new rugs, and this is a normal characteristic, particularly with products made from natural fibres. It is caused by some of the outside fibres or yarn bundles becoming detached during early wear stages. Careful, gentle vacuuming (with low level suction along the grain of the pile) will hasten the removal of any loose fibres. Avoid using a turbo or brush head when vacuuming as this will create matting on shaggy rugs, fluffing on tufted and flatweave rugs, and damage to handmade floor rugs. As the rug settles, shedding will diminish.
Due to the handwoven nature of our floor rugs, you may notice that loops or ends of yarns pop up occasionally. These ends of yarn are known as ‘pop ups’ – they are not considered a fault and are easily fixed. Follow the link below to watch our quick video tutorial on how to manage pop-ups.
We can certainly quote on shipping worldwide. Please contact us at firstname.lastname@example.org with the details, and we'll be happy to provide a quote for you.
We aim to have your order picked, packed, and dispatched within two working days. General delivery times are as follows:
North Island – 2 to 4 days
South Island – 4 to 6 days
Rural delivery – add an extra day to the above
Metro Melbourne – 2 to 4 working days
Rest of Australia – 4 to 6 working days
Please note that these our estimated delivery times under normal circumstances. We will endeavour to inform you if lead times differ from the above at the point when you place your order.
LOG IN to track your order.
Yes, please follow the link below to view our Returns & Exchanges page.
END USERS - Furtex is a wholesale company. If you have purchased a Furtex branded product and wish to return it for any reason, it is best to contact the retailer where you purchased the item, and they will take you through the standard return's procedure. Also be sure to view our CARE & MAINTENANCE guide which includes helpful information on the nature of our products, how they are manufactured, and some useful tips on how to care for them.