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.

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.

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.

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.

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. 

Products that allow you to 'Notify Me' will be restocked and the restock dates are found on the product page. Click the 'Notify Me' button and fill out the form, this will send a notification to your inbox when the product becomes available.

Commercial and wholesale

If you would like to enquire about becoming a stockist or would like to apply for a trade account, please fill out the contact us form and one of our friendly staff will be in touch shortly.

Careers

Our head office is in Auckland, New Zealand.

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.

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 USA is selected, your gift card can be redeemed online with delivery to United States addresses. If NZL is selected, your gift card can be redeemed online with delivery to New Zealand addresses only.

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.

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.