FAQs
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PAYMENT
How can I make a payment for my order?
Bank Transfer - To make a bank transfer payment, please use the following bank details.
Bank: Westpac
Account Number: 03-0823-0715111-00
Name: Morgan Retail Ltd
Reference Number: Use your La-Z-Boy account number
Payment Over the Phone - To make your payment via phone (Card Payment), please call us on 0800 529 269, during business hours.
Please note that all payments made over the phone will incur a 2% surcharge fee.
In-store Payment - To make a payment in-store, visit your local La-Z-Boy store and the friendly team in-store will be able to assist you with payment.
Credit Card Payments will incur a 2% surcharge.
Click here to find your local store.
If you have any questions, please reach out to our Customer Care Team, who will be happy to help.
Phone: 0800 529 269
Email: customercare@morgan.co.nz
Hours: Monday to Friday, 9am – 5pm
ORDERS
What should I expect once I've placed an order with La-Z-Boy online or corporate store?
Once you have completed your order, the Customer Care Team will ensure you are updated on the progress of your order. For any queries, the Customer Care Team are available by phone during standard business hours (0800 529 269), and email (retailcustomercare@morgan.co.nz). Once we are ready to deliver your order, one of our team will be in contact to arrange delivery or collection of your goods.
If you have made a La-Z-Boy purchase at any of our La-Z-Boy retailers or stockists, please contact them directly to check your order status. See our store location details here.
How do I know the progress of my order?
When initially ordering your product, you will be advised of the estimated delivery date, and we work closely with our suppliers to have your order completed by this date. Our Customer Care Team aims to update all customers within two weeks of their estimated due date with a progress report. We will also be in contact if the delivery can be completed sooner, or if there are any unforeseen delays.
If you have made a La-Z-Boy purchase at any of our La-Z-Boy stores, please contact them directly to check your order status. See our store location details here.
I have a question about a current order?
For any enquiries click here, or contact our Customer Care Team on 0800 529 269. Or contact the La-Z-Boy stockists from whom you placed your order.
Can I place an order outside of New Zealand?
No, this website and range is only available for customers in New Zealand. We do not currently offer sales/delivery internationally.
May I pick up my furniture instead of paying for a delivery charge?
Discuss this with the La-Z-Boy store or stockist from which you bought the product.
Information about the sales order can be found in our general terms and conditions here.
PRODUCT
Is what you have on your website your entire range?
No, we only have a selected range of our most popular La-Z-Boy furniture on our website. Visit your nearest store and talk to our friendly team for more information about our entire range.
Where do I find my Care Label or Serial Number?
The care label can be found on the underside of your furniture. Additionally, a copy of the care label is included with the product alongside the warranty card. Refer to the diagram below to find your product information, including the Serial number, Model name, and Cover Name.
I would like to customize or modify a piece of La-Z-Boy furniture. Can you tell me how?
La-Z-Boy does not provide customisation for its designs. Nevertheless, we do offer various additional options for some designs. You can view these options by clicking on the design you like and selecting the “Add Options and Upgrades”. See Options or Upgrades information here; Make it Yours, or please contact a La-Z-Boy store for more information.
I have a recliner. How can I remove the back from it to make it easier to move or transport?
This information and a diagram are listed in the operating instructions that accompany each La-Z-Boy product. You can also view how to remove and install a La-Z-Boy back by watching the video in this link to our YouTube channel.
Can I order a swatch from you?
Please contact your local La-Z-Boy store directly for assistance.
To find your local store, click this link here.
When ordering a recliner, can I request to have the handle located on the left side instead of on the right?
Many of our recliners can be ordered with the handle on the left side. This option would have to be a custom order since all of our recliners are manufactured with the handles on the right. To do this, please go in store. Find your closest store here.
Do you offer furniture for people with special needs?
La-Z-Boy offers a wide range of furniture styles designed to cater to the needs of our customers. Among our offerings is an electric lift chair which can be easily controlled by a hand-held device. This chair facilitates sitting down, standing up, reclining, and adjusting the footrest, making it particularly advantageous for individuals with mobility challenges. To explore further, see our power lift chairs or our Health & Wellness collection. For further information regarding our lift chairs, please contact the nearest La-Z-Boy retailer.
I have a wall saver (glideaway) recliner, can I put a swivel base on it?
The mechanism design of this type of recliner prevents the installation of a swivel base on a glideaway recliner. However, the swivel base option can be placed on a Rocker Recliner, but incurs an additional charge. It is important to note that swivel bases can only be fitted to standard and large Rocker Recliners.
Why is my fabric "pilling"?
Pilling is a natural occurrence that is common in most woven fabrics. It is the result of regular daily use and not considered a fault. Pilling is most successfully removed with battery-operated pilling tools. De-pilling only removes loose surface fibres and does not affect fabric performance. You can find more information on pilling by reviewing our Care Guide.
Can I purchase fabric meterage from you?
Yes, you can. The minimum length is 1 metre. Speak to your local La-Z-Boy store.
Why does my furniture look creased after my recent delivery?
Immediately after delivery, you may notice compression or padding on cushions, or creases in the leather or fabric. This is completely natural and will rectify itself within the first 2-3 months of usage.
Why has my power recliner stopped operating?
Please view the power recliner tips in our Care Guide.
My recliner/sofa feels firmer than the one on display. Has the wrong cushioning been used?
When you first use your new lounge suite, sofa, or recliner, it may feel firmer than what you recall in-store. Breaking in of foam is normal, and you will find the foam will soften and then stabilise over time and use. To learn more, see our Care Guide.
The leather on the seats of my La-Z-Boy furniture has started to look a little stretched or loose. Is it faulty?
La-Z-Boy uses 100% genuine cowhide leather, meaning a certain amount of stretching is perfectly natural and guarantees that your La-Z-Boy leather is genuine. To learn more, see our Care Guide.
My handle is too short to reach; do they come in different sizes?
A longer handle is available and can be fitted or replaced. Please contact your La-Z-Boy store for assistance.
To find your local store, click this link: https://www.la-z-boy.co.nz/storelocator.
I don’t want my recliner to rock; is this possible?
Yes, “stop the rock” wedges can be fitted to the rocking recliners to stop it from rocking. Please contact your La-Z-Boy store for assistance.
To find your local store, click this link here.
Why aren’t the seams on my reclining sofa in alignment?
When you have a reclining sofa, it is impossible to ensure that the seams will always be aligned. As our sofas are constructed with moving parts, this can cause the seams to move out of alignment. An easy solution to this is to manipulate the fabric/leather with your hand, which will allow you to realign the seams.
Can the medication I’m taking damage the leather/fabric on my product?
Please see our Care Guide which explains the impact of certain medications on the longevity of leather/fabric coverings.
Do you offer arm and headrest covers?
Yes, a selection of our recliner models include arm and headrest covers as standard. Additionally, you can buy cut length fabric for a fee.Please note that these are not pre-fitted. For more information, visit your nearest store and talk to our friendly team.
To find your local store, click this link here.
The footrest makes a loud clunk when I lower it - will I break it?
This is a typical feature of the mechanism during disengagement. You may hear a clunking noise, which is completely normal. This sound occurs as the lever disengages from the 16-position ratchet and does not indicate any issues.
My furniture is not comfortable. May I exchange it?
An exchange or refund option would need to be addressed with the La-Z-Boy store from whom you purchased your product.
My handle has come loose. What can I do?
From time to time the comfort selector handle can work loose. To tighten, use a size 3/16 inch Allen key and turn the grub screw in the handle clockwise until tight.
The back of my chair is squeaking. What can I do?
The back on a La-Z-Boy recliner needs to be locked in place properly. Please see instructions provided for directions. This is the most common reason for a squeaking back. If the back continues to squeak after following the instructions, please contact the store from which the chair was purchased.
The back will not go on straight. What can I do?
The back on a La-Z-Boy recliner needs to be locked in place properly. Please see instructions provided for directions to lock the back in properly. Click on this link to watch an instructional video on our YouTube channel.
The cushions for my furniture have flattened. Is this covered under the warranty?
With use, you may notice the leather or fabric upholstery becomes less taut on the surface. This known as puddling or comfort creases and is a natural result of the upholstery stretching. This is not considered a warranty issue. To learn more, see our Warranty & Care Guide.
FURNITURE CARE
How do I care for my new La-Z-Boy?
To learn more, see our Warranty & Care Guide.
How do I look after my fabric lounge suite or recliner?
The life of a fabric lounge suite is lengthened if regular dusting, vacuuming and cleaning occurs. You can choose to have your fabric furniture treated with Super Shield which forms an invisible barrier in and around the fabric fibre, preventing spills and soil from being absorbed into the fabric and possibly causing permanent staining and damage. For more information on Super Shield please click on the link below. We also stock a range of cleaning and care products in store for more information, see in store or call our Customer Care Team on 0800 529 269.
Please note that all fabrics will fade depending upon the environment that they are in, however, our trained sales staff can provide direction and advice on which fabric compositions and colours are less susceptible to fading. This biggest issue with fading is managing the process. Regular rotation of cushions, adequate window covering or tinting and even the rotation of furniture around the room can certainly limit fading. Once again, our sales staffs are happy to help with advice.
Cleaning Advice - Determine the type of fabric and recommended cleaning code. You’ll find this information on the care label attached to the furniture, either underneath the footrest, or on the dust cover underneath your furniture. Use a low suction vacuum weekly to remove any accumulated dirt or dust. Keep the product away from direct sunlight to prevent fading. Clean spills and stains as soon as possible. Gently scrape any excess off the surface of the fabric. Do not scrub the area, as this can create a noticeable difference in the texture of the fabric. Gently dab the spill, taking care not to saturate the fabric. Apply fabric cleaners strictly according to the instructions. Always test cleaners on an inconspicuous area before using. Recommended cleaning products can be purchased from your La-Z-Boy store and are available at point of purchase. Be aware of sharp edges on clothing and accessories, as these can damage your furniture.
Pilling - Pilling is a natural occurrence that is common in most woven fabrics. Pilling is a result of regular daily use and is not considered a manufacturing fault. Pilling is most successfully removed with battery operated pilling tools. De-pilling only removes loose surface fibres and does not affect fabric performance.
How do I clean my fabric?
To successfully clean fabric, it is important to determine the type of fabric and the recommended cleaning code. This information can be found on the care label attached to the underside of your furniture. To learn more, click here to read our Care Guide.
How do I look after my leather lounge suite or recliner?
Leather is a natural product that needs to be cared for in order to maintain. At least once a week wipe with a slightly damp, clean and dye fast cloth to remove dust and grime.
At La-Z-Boy, we stock a range of leather cleaning and care products and our trained sales staff can provide direction and advice. For long term care, it is recommended that you use approved protector-conditioner and cleaner as a guide line each 250mm bottle will last 1 year with regular cleaning of your leather suite every 3-4 months with specialised products. For more information on the products we recommended, see innearest store or call our Customer Care Team at 0800 529 269. For leather care tips, please click here.
Cleaning Advice - Leather is one of the most beautiful and durable upholstery materials in the world and needs to be cared for correctly. Your leather furniture should be dusted weekly with a soft, damp cloth and dried thoroughly. Clean and condition the entire leather surface 3-4 times per year, with our recommended leather cleaning kit. Leather cleaning kits are available for purchase at all La-Z-Boy stores and our trained sales staff can provide direction and advice. Pay particular attention to body contact areas when cleaning, as the build up from naturally occurring body oils and perspiration, hair and body products may cause damage to the leather. Keep out of direct sunlight as fading and cracking can occur. Be aware of sharp edges on clothing and accessories, as these can damage your furniture.
For Spots and Spills - Blot excess liquid immediately with a clean, absorbent cloth or sponge. Dry with a clean towel and allow to air dry. Please do not use solvents, saddle soap, shoe cleaners or harsh chemicals on any leather surface. For minor or slight scratches on the surface, use a chamois or clean finger to gently buff the scratch. Butter, oil or grease spills should be wiped with a clean, dry cloth. The spot should dissipate into the leather in time.
A note about medications - If leather furniture is used constantly by individuals on some medications, including but not limited to, any type of chemotherapy, blood pressure and heart medications and oil based vitamins, extra care should be taken to protect leather surfaces in this instance from direct skin contact as the chemistry in these medications can cause a reaction and damage the leather finish. Headrest covers and arm protectors are advisable.
With the correct care and regular cleaning, your leather product will give you years of trouble-free enjoyment. As leather is a natural product, there may be variations in grain and texture. Vein and scar marks may also be visible. None of these are cause for concern - they only add to the authenticity and natural characteristics of leather. There are many different types of leather finishes available, and each has a specific cleaning procedure. Please refer to the care label instructions located either underneath the footrest or on the dust cover underneath your furniture before cleaning. If you do have any questions about the correct cleaning procedure, please contact our Customer Care Team on , or contact your nearest La-Z-Boy Store.
WARRANTY
What is the guarantee or warranty on my furniture?
We pride ourselves on the quality of our furniture and each of our manufacturers has a specific warranty for each particular product. For information on your furniture’s warranty please contact our Customer Care Team on 0800 529 269. We will always ensure your rights are met under the Consumer Guarantees Act 1993. Or read more Warranty & Care Guide.
The retailer is going to charge me to replace the mechanism on my recliner. Isn't this covered under my lifetime warranty?
It depends on when you purchased your recliner and what style it is as to whether that mechanism is covered under what warranty.
To review warranty information, please click here.
FABRIC SUPERSHIELD - TREATMENT PLAN
What is the Fabric Supershield Treatment Plan?
Let us take the worry out of any mishaps. With our 5-year Fabric Supershield Treatment Plan, you can sit back and relax on your new furniture knowing that you are protected from:
Accidental Stains:
- Food
- Drinks
- Blood
- Lipstick
- Pen/Ink Marks
- Water
- Nail Polish
The 2 key factors are:
1. Provision of the Pelle Fabric Stain Protection Kit
Fabric lounge suites and dining chairs sold with the 5 year accidental stain cover will receive the Pelle fabric care kit. It contains the Pelle fabric spot cleaner which allows customers to attend to small spills as and when required. It also contains the easy to use Pelle Fabric Protector which customers are to apply immediately upon receipt of their fabric suite or dining chairs.s sold with the 5-year accidental stain cover will receive the Pelle fabric care kit. It contains:
This following video link shows how to apply the protectant to fabric suites and dining chairs using the easy to use spray bottle. This stain protectant is a water based solution made from components such as chromium complex, fatty acid derivatives and organic alcohols. The protector is a breakthrough in water based fabric protection and we believe there are no safer or more effective water-based products in the new
This formulation is safe, non-toxic and non-hazardous with no compromise in effectiveness or repellency. There are no fluorocarbons used in the Pelle Fabric protector – Fluorocarbon chemistry is the main base for most fabric protectors currently on the market and it is these compounds that were found to be destroying the ozone layer.
2. Accidental Stain Cover
Once customers apply the Pelle stain protectant, they will be covered against the occurrence of accidental staining such as red wine, lip stick, food spillage, nail polish (coverage is outlined on the Supershield certificate).
If a stain occurs – customers are to contact Furniture Solutions NZ Ltd. on 0800 342 372 and advise staff of the stain details (date/time of the accident and what caused the stain).
Staff will arrange for an agent to go to the customer’s home and remove the stain at no cost to the customer (as per the terms and conditions outlined on the treatment certificate).
AFTER SALES SERVICE
If my furniture needs service or replacement parts, who should I contact?
If your furniture requires service assistance or replacement parts, please contact La-Z-Boy store. Or for a listing of all authorized La-Z-Boy stockists, visit store locator. Please have your product identification tag/care label, with your product details on hand. You will find this stapled below your furniture, either under the footrest or underneath your sofa.
My La-Z-Boy retailer has placed an order for furniture or parts? Can I check the status?
Please contact the La-Z-Boy store from whom you placed your order. They will be able to assist you in determining when to expect your replacement part(s) or new furniture.
If I have a question regarding billing or financing, who should I contact?
Please be sure to contact the La-Z-Boy store or retailer from whom you made your purchase. Since our stockists/retailers establish their own policies and procedures regarding the terms of the sale, billing, financing, etc., any questions regarding the sale of your furniture should be directed to them.
May I pick up my furniture instead of paying for a delivery charge?
Discuss this with the La-Z-Boy store or stockist in which you purchased the product from.
Will you remove my old sofa?
Discuss this with the La-Z-Boy store or stockist in which you purchased the product from.
Does La-Z-Boy offer reupholstering services?
La-Z-Boy does not offer re-upholstering services. For assistance please contact the La-Z-Boy store you purchased your product from, and they will provide you with details for a local upholsterer.
What if after I receive my new furniture, I decide it doesn’t coordinate with my home décor as well as I thought it would. May I exchange it?
In the unlikely event that you purchase a piece of furniture and find that it does not coordinate with your home decor, please contact your La-Z-Boy store for assistance.
Our stockists establish their own policies regarding exchanges and refunds, so be sure to inquire as to what those policies state before you purchase.
SALES AND PROMOTIONS
When does your current promotion end?
If I have purchased furniture and notice that the item(s) have since gone on sale, may I receive the sale price?
This would be the decision of the store or stockist. Normally the retailer's sale prices do not take effect until the day of the sale, so any price adjustment(s) would be at the store’s discretion.
Do you offer any finance options?
Please discuss these with your local La-Z-Boy stockist. Since these retailers establish their own policies and procedures regarding the terms of the sale, billing, financing, etc., any questions regarding the finance should please be directed to them.
For more information on our current finance offers, pop into your nearest store.
Do you do gift vouchers?
We can provide gift voucher for any nominated amount. Either call our Customer Care Team on 0800 529 269, or visit your closest store, and our helpful staff will assist you.
STORE LOCATIONS
Do you have factory or clearance outlets?
Yes, we have temporary Outlet stores. Please see our store location pages for more information.
What is the difference between a corporate La-Z-Boy store and other La-Z-Boy retailer/licensee?
Morgan Group currently manages and operates 11 corporate stores, providing a world-class La-Z-Boy shopping experience with welcoming and expert staff. These stores have the support of a national customer care team.
In addition to these corporate stores, La-Z-Boy is also stocked by our wholesale partners, to over 20 local furniture operators. These stockists are authorised La-Z-Boy retailers who deliver a fantastic, localised shopping experience and can be trusted as your local La-Z-Boy expert.
Here is a link to view all our corporate stores and stockists.
Where can I view your product range?
You may view, test-drive and buy our furniture by visiting one of more than 35 La-Z-Boy stores and stockists.
To find your local store, click this link here.
DELIVERY AND SHIPPING
What can you expect from us?
Honesty and integrity. We will provide you with accurate lead times with the manufacturing and shipping information we have on hand, so you can make an informed decision before placing your order.
Great customer service. We will continue to deliver speedy responses to your queries, directly via phone and email.
What is the delivery fee for my online order?
$129, including GST, and subject to our delivery terms and conditions.
What does the “estimated availability” date mean?
At our best ability we have calculated the availability of your products based on the post-code you have entered.
For full delivery and shipping terms and conditions, please see here.
If your question isn’t answered, click here to make an enquiry or contact our Customer Care Team on 0800 529 269.