Frequently Asked Questions

Returns form

Click here for our returns form

Returns process for online orders

The returns process below only applies to products ordered online at www.cittadesign.com

To return your order:

1. Print out the returns form here.

2. Fill out the form and include it with your product return.

3. Post your return to the address below:

Città Online Return
18 Normanby Road
Mt Eden
Auckland 1024
New Zealand

You will be responsible for the item until it reaches us, as Città does not accept responsibility for items lost in transit while being returned. We recommend you use a courier that provides tracking and delivery to the door.

Our customer service team will advise you via email once we have received your goods. We will process your exchange or refund within 5 business days on receipt of your parcel.

Returning online orders to a Città retail store

All our retail stores will accept online returns and exchanges (excluding furniture). Please bring along your returns form when returning your order in-store. Furniture returns must be processed through our customer service team. Please contact us at shop@cittadesign.com or (09) 630 6177 to arrange a courier. The cost of return shipping will be your responsibility unless the item was incorrect or faulty.

Our stores are unable to process refunds as online order refunds must be completed at our support office. Our sales staff will notify the online customer service team of your return. Our customer service team will then process your refund the next business day.

Our stores can process exchanges in-store if they have the product in stock. If there is a price difference, you will be able to pay for the difference in-store. If the item you are exchanging is lower in price than your original order, our store will be able to load the price difference onto a gift card for you. Please give the store a call to make sure they have the product you need before visiting.

Change-of-mind return policy

At Città, we want to ensure that you love your purchase. If something in your parcel is not quite right, please send it back and we will exchange, credit, or refund your order according to your preference. You can return or exchange any item purchased through our online store within 14 business days of receipt of your order.

Items must be returned unused and unaltered with all original packaging intact. Original shipping costs will not be refunded unless the item was incorrect or faulty. The cost of return shipping will be your responsibility unless the item was incorrect or faulty. Please keep in mind that our return address is New Zealand-based.

Faulty or incorrect goods return policy

If you have received your parcel and realised a product is damaged or not what you ordered, please notify us immediately upon discovering the fault or error at shop@cittadesign.com. Our customer service team will get back to you with a resolution within 3 business days.

Once we receive the item, we will repair, replace, or refund the item. If the item is faulty or incorrect, we will cover the cost of return shipping and cover all shipping costs incurred in replacing the item.

Sale product return policy

Please choose sale items carefully, as we can’t return or exchange them due to a change of mind.

If you’ve received a sale item that’s faulty or not what you ordered, please read the ‘Faulty or incorrect goods returns’ section above.

Refunds and credit notes

Your refund will be processed back into the same account you used to make the purchase. Alternatively, if you have requested a credit note, a voucher will be issued to the email address you placed the order with. We are not responsible for any fees that might be charged by your bank.

Gift exchanges and returns

If you are purchasing a gift for someone, please let them know we are happy for the receiver to exchange or return the product for a credit note. The receiver should contact our customer service team at shop@cittadesign.com with the order number or the original purchaser’s email address.

Retail store return policy

Our retail store returns policy differs from our online return policy. Products purchased in-store can only be returned to a Città retail store. To learn more about our in-store returns policy, please contact your local store.

Third party returns

If you are wanting to return a product you have purchased from a third party (i.e. stockist, Airpoints, Flybuys, The Market), you will have to contact the relevant store that has processed your order.

How does Click & Collect work?

It's the best of both worlds. Buy online anytime, and pickup your goodies at one of our retail stores.

This free service is available from Citta stores within New Zealand.

1. Select items and add to cart

At checkout, tick the 'Click & Collect' box, and select the store you’d like to collect from.

2. We send the order to the store

Our warehouse team will process and dispatch your order to your preferred store. We’ll do our best to get it there in 3-5 business days.

3. We email you

Once your order arrives at your preferred store, you’ll be sent a “Your order’s waiting in store” email with your order details.

4. You collect your order

Pop in-store during opening hours. Please bring the “Your order’s waiting in store” email (either printed or on your smart device) and a photo ID (driver licence, passport, HANZ 18+ card or student ID).

Please note, we do not offer Click & Collect for oversized products. If you would like to pick up an oversized product in-store, please call your local store directly and our staff will assist you.

If you want to order and collect an item on the same day, please contact your preferred store directly.

Guest checkout

You do not need an account to purchase from our online store unless you are using a gift card. When checking out of your cart, make sure to select 'Guest Checkout'. For your security, we never store card payment details.

Customer online account

Creating an online account is great when you want to keep your address and order history details for future reference. We recommend that you create an account before adding items to your cart.

To create an account, you will need to verify your email address using a verification code that will be sent to your personal email during the account set-up. Without completing this step, your account will not activate. If you are having difficulties with setting up your account, please email us at shop@cittadesign.com.

Cancelling your online order

Please check your online order carefully before submitting it. Unfortunately, our website cannot add, remove or cancel individual items or an entire order once it has been placed. If you have placed an order in error, please contact us immediately at shop@cittadesign.com and we will be able to help you out.

Updating your delivery address

To update your postal address against a recent order, please email shop@cittadesign.com with your order number and let us know the changes you need to make. We’ll do our best to make these changes for you, depending on the status of your order. Once a package leaves our warehouse, we are unable to change the delivery address or its delivery date.

Pre-orders and product notifications

At this stage, we do not have the functionality to process online pre-orders or product notification emails. Please contact your nearest Città store and they will be able to place a pre-order on your behalf. Our stores have the capabilities to send orders directly to customers.

How does Afterpay work?

1. Simply select Pay by Afterpay as your payment option at checkout.
2. Returning customers only need to confirm the order to complete the purchase.
3. New customers can sign up at checkout and start using Afterpay today.
4. Your order is processed immediately and your payment schedule is established. 
5. Afterpay splits your payments over four equal instalments due every fortnight. Nominate the card you want to use and automatic payments are scheduled for you.

Please note that Afterpay cannot be used to purchase gift cards.

Who can use Afterpay?

Afterpay is available to any individuals that live in Australia or New Zealand and are at least 18 years old. However, before you can use Afterpay you need to provide your full name, residential address, email address and your mobile number for the credit check/verification. You will also need to provide your Australian or NZ debit or credit card details so that the amounts can be deducted for your purchase

Does Afterpay have a spend limit?

Afterpay does not approve 100% of orders, as they are committed to ensuring they support responsible spending.

When determining which orders to approve, their automated system considers a number of different factors. As an example, the longer you have been a customer with Afterpay and the more orders you have successfully repaid, the more likely you will be able to spend more. Their maximum spend limit is $2000.

Is Afterpay available for in store purchases?

Città stores accept Afterpay as a payment option at checkout, however it is currently not available at Città Essentials stores.

Can I use Afterpay to purchase sale items?

Yes, you can, but please be aware, if you wish to return the item, all Sale items are only eligible for store credit. Città will credit you the full amount for your return, but you will need to continue to complete your Afterpay payments for the item directly with Afterpay.

How do I return my order?

Our standard returns policy applies. Once the item has been received by us, we refund the full amount to Afterpay and if applicable all future payments for that order will be cancelled. If you have already made one or more payments, the instalments paid will be refunded to the credit/debit card that you used to place the order. Once notified by us, Afterbuy will process the refund immediately and send you an email to confirm that the refund has been applied. The bank may take 5-7 business days to process this amount.

Are there any other fees?

If you have not made the payment before the due date, and the automatic payment fails, you have until 11pm (AEDT in the summer months and AEST in the winter months) the following day to make payment. After 11pm the following day, if that payment has not been made, you will incur a late payment fee of $10 and a further late fee of $7 if the payment is not made within 7 days (as stated in the Afterpay Terms). 

For full Afterpay FAQs visit Afterpay help

Redeeming gift cards

All gift cards can be redeemed online at cittadesign.com or in any Città store. Gift cards cannot be redeemed at stockists of Città products. We can process multiple gift card codes on one order.

To redeem your gift card online, you must create an account. We recommend that you create your account and log in first before adding items to cart to make the process smoother. Once you reach the very end of the checkout process, it will ask you for payment—there will be a gift card payment option. Please enter your gift card number and online pin code. If you do not know your online pin code, please send an email to shop@cittadesign.com with your gift card number and we will get back to you with an online pin code.

Please do not enter your gift card number in the promo code field as it will not work.

Purchasing a digital gift card

To purchase a digital gift card that will be sent via email click here. Gift cards can be emailed instantly, or you can schedule the delivery to surprise them on a chosen date.

When purchasing a gift card online, please ensure you are navigating our website in the country in which you intend the gift card will be spent (top right-hand corner). If NZL is selected, your gift card can be redeemed online with delivery to New Zealand addresses, or redeemed in any Città store (including Città Outlets). If AUS is selected, your gift card can be redeemed online with delivery to Australian addresses only.

Purchasing a physical gift card

If you would like to purchase a physical gift card, please contact one of our New Zealand retail stores. Our retail stores will be able to take payment over the phone and have the physical gift cards sent directly to the recipient. Physical gift cards are not available to Australian customers.

Gift card balance

To check your gift card balance, click here. You will need your gift card number and online pin. If you do not know your online pin code, please send an email to shop@cittadesign.com with your gift card number and we will get back to you with an online pin code.

Gift card expiry

Gift cards are valid for 12 months from the date of issue. We know that time flies, and you may forget to use your gift card before it expires. If this happens, please get in touch as soon as you can, and we’ll try to help. If you don’t use the full value of your gift card in one order, you can use the balance by entering the same code with a future order.

Product information and assembly instructions

Product information and assembly instructions can be found on the product page under the product description. Click on the file link next to the ‘Product Specifications PDF’ or ‘Assembly Instructions PDF’ and the file will automatically download.

If the information you’re looking for is not displayed, feel free to email us at shop@cittadesign.com with the details you need.

Product availability

‘Sold Out’ products are no longer available in our online store. Stock may still be available at Città stores or stockists. Please contact your nearest store to check if they still have what you are looking for.

Products that allow you to 'Enquire now' will be restocked and the restock dates are found on the product page. Click the 'Enquire now' button and fill out the form, this will send a notification to our stores to get in contact with you regarding the product you are interested in. Our stores will be in contact with you within 2 business days.

All items in our online store are from our current collection. If the item/s you are looking for is not displayed, it may be from a previous collection. Any remaining stock from past collections is sold through our Città Outlet stores in Auckland and Christchurch. Please email shop@cittadesign.com with the product you are after and our customer services team can let you know if we still have the product in stock.

Custom furniture

Custom furniture orders can only be placed through our retail stores. If you do not live nearby one of our retail stores, please call the store closest to you and our retail staff will be able to assist you over the phone.

Production time for our custom furniture range (including sofas, armchairs and ottomans) can be between 4-16 weeks. Our custom furniture is made locally and manufacture time is dependent on fabric availability. Our sales staff will discuss availability with you during the ordering process. We require a 50% deposit for all custom orders upon placing the order. The remaining 50% will be expected to be paid once your order is ready for delivery.

Commercial and wholesale

Bring your project to life with Città’s dedicated commercial service. We can provide customised fit-out solutions for hospitality, retail, and office spaces. We also work with select, eligible stockists. To enquire about our commercial or wholesale services, please fill in the contact us form.

Careers

Visit our careers page to learn more about working at Città and our available opportunities. For further enquiries, get in touch via email at careers@cittadesign.com.

Città Warranty

Città Limited (“The Company”) warrants that its Products are free from manufacturing defects in materials and workmanship for the periods specified below from the date of purchase (the “Warranty Period”) by the original customer (“the Customer”):

Warranty terms and conditions

The Warranty is available only for flaws and defects in materials and the workmanship in respect of the Product, subject to the following exceptions:

This Warranty does not apply to defects, damage, failure or loss resulting from:

• improper use or incorrect handling or modification of the Products (e.g. treatment of fabrics with chemical agents);

• non-compliance with our care instruction and instructions for use;

• prolonged exposure to unsuitable environmental conditions (climate, humidity, chemicals, direct sunlight);

• normal wear and tear;

• natural variations in wood grain, leather, stone, natural materials; surface pilling of fabric and textiles

• natural variation in powder costing

• damage from sharp objects or imprinting caused by writing products

• modification or improper maintenance or repair

• Force majeure, including but not limited to floods, earthquakes, fires and lightning

The 2 year Warranty for Rugs, in addition to the above exclusions, does not cover:

• shedding, which can be caused by vacuuming a Rug at a low power mode, or

• colour and texture changes due to the use of natural fibres, exposure to direct sunlight and heat

Damage During Transit

The Company is not responsible for damage to Products which occurs in transit. Damages in transit shall be notified to the responsible carrier in writing immediately after receipt of the Products and the Company should also be informed.  It is important that the Customer does not sign for the receipt of the Product until it has checked the product has been delivered without damage.

Remedy for products covered by Warranty

The Company’s liability under this Warranty is limited as follows:

• If any Products prove to be defective, the Company will, in its own discretion, either rectify the defect or deliver a comparable replacement Product (or replacement Product part). Delivery of a replacement Product does not result in a renewal or extension of the Warranty Period.

• If repair or replacement is commercially impracticable, the Company may grant the Customer a refund or price reduction for the defective Products.

• Only the Customer who originally purchased a new Product from the Company may make claims under this Warranty and this Warranty does not extend to any subsequent owner of a Product.

Consumer Guarantees Act

If the Customer is a “consumer” with the meaning under the Consumer Guarantees Act 1993, and any of the terms of this Warranty are in conflict with mandatory provisions under that Act, such provisions of the Act shall apply in precedence over such terms of this Warranty.