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Frequently Asked Questions


  • Delivery
  • General
  • Gift Cards
  • Laybuy
  • Returns
  • Stores


What are the delivery charges?

In New Zealand the delivery charge is a flat rate of $5 and for purchases over $100, delivery is free. In Australia the delivery charge is a flat rate of $10 and for purchases over $100, delivery is free.
When will I receive my order?

We will process and dispatch your order as promptly as possible within standard business hours. Orders placed before 12pm Monday to Friday will be processed within the same day, orders placed after 12pm Monday to Friday or anytime Saturday or Sunday will be processed on the next business day.
Courier times are 1-3 working days for New Zealand and 3-5 working days for Australia, international shipping times will vary. Please note that courier delivery times are estimated and do not include processing and dispatch. You will receive an email confirming that your order has been shipped which will include your tracking number. When supplying a delivery address where possible use a physical address where there will be someone present to receive your delivery between 9am - 5pm weekdays.

Please note that Città or Courier Post are not held responsible if a parcel is stolen, lost or damaged after your parcel is delivered to your physical address. Our insurance covers the item only up to the point of delivery.
Do you deliver internationally?

At this stage we do not offer international shipping outside of New Zealand and Australia.
What can I do if my order doesn't arrive within the expected timeframe?

If you haven’t received your parcel after the expected delivery time, please check its progress via the tracking link in your order confirmation email. If you can’t find your tracking link or there’s a delay or problem with the shipping, please email with your order details and we’d be happy to look into it for you.
I have received an order that’s not mine, what should I do?

Sorry! We are humans and mistakes happen very occasionally where you might receive an order that’s not meant for you. If this happens, please email us at and we’ll take care of it as smoothly as possible.


Why are some items unavailable to purchase online?

Items that are large or difficult to send, such as furniture, can’t be purchased online due to variable freight costs. If you’d like to purchase something large or heavy, please call or visit the team at your nearest Città store for a delivery quote.
The item I would like says it is sold in store only, where can I buy it?

You can purchase these items from your nearest Città store or stockist. If what you’re looking for isn’t in stock in the store nearest you, most stores are happy to order it in, just ask one of the team.
The item I would like is sold out, will you be getting more in stock?

‘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’re looking for.
The item I'm looking for is not online, where can I find it?

All items in our online store are from our current collection. If the item you’re looking for is not displayed it may be one from a previous collection. Any remaining stock from past collections is sold through our Città Outlet stores in Auckland and Christchurch.
I don't want to create an account, can I still buy online?

The good news is that you don’t need an account to buy from our online store.

To buy from our online store, add purchases to the shopping cart and go through to the checkout. Fill in your details and complete the transaction.

Once you’ve placed your order, you’ll be asked if you’d like to add a password and create an account using the order details. This will keep your address and order history details for future reference. For your security, we never store card payment details. For future visits you will be able to login by clicking the link at the top of the page, or sign in at the checkout.
Do you offer gift wrapping?

Unfortunately we don’t have the facilities to gift wrap online orders. Our stores offer beautiful gift wrapping free of charge. And our friendly team can help you find the perfect gift, too.
Can I use multiple discount codes on one order?

Sorry, we can only process one discount code per order.
How can I change the details on an order that has already been placed?

To update your postal address or email address against a recent order, please email 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 – but once a package leaves our warehouse we can’t change the delivery address or its delivery date.
Can I pre-order products online?

Sorry, not at this stage. If you’d like to pre-order an item that is ‘Coming Soon’ then please contact your nearest Città store and they’ll be able to help you out.
Can I change or cancel my order once it has been placed?

Please check your online order carefully before submitting it. Unfortunately our website can’t add, remove or cancel individual items or an entire order once it’s been placed. If you have placed an order in error please contact us immediately on and we'll be able to help you out.
How can I stock Città products in my store?

If you’d like to enquire about becoming a stockist, please contact our sales team on
How can I work for Città?

You can browse current vacancies and register interest for any future roles on our Careers page on this website. We advertise most vacancies through Facebook, Instagram and Seek, so follow us to see any new opportunities as they come up.
Do you take on interns?

Yes we do. You can submit an application for an internship through our Careers page on this website.
Where can I find more product information, including dimensions?

First, click on the 'dimensions' drop down on each product page, just under the description.
If the information you’re looking for is not displayed, please feel free to email us at with the details you need.

Gift Cards

Can I use multiple Gift Voucher codes on one order?

Yes, we can process multiple Gift Voucher codes on one order.
Where can I redeem my gift card?

All gift cards can be redeemed online at or in any Città store. Gift cards cannot be redeemed at Città Outlets or stockists of Città products.
How do I use a gift card online?

Redeem your gift card against an order by entering the unique code in the ‘Gift Card Payment’ section during checkout. Gift cards are valid for 6 months from 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.


Who can use Laybuy?

Laybuy is available to any individuals that live in New Zealand and are at least 18 years old. However, before you can use Laybuy 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 New Zealand debit or credit card details so that the amounts can be deducted for your purchase.
How is my limit approved?

Your limit is assigned through Laybuy's built in system to include including an instant credit reference check via a third party provider, Centrix.
Can I exceed my approved limit?

You can shop and spend more than your limit if you have a sufficient balance on your debit or credit card to complete the purchase.
However, if you exceed your limit this will change the way in which you will be required to make payments to Laybuy as the excess must be paid at the time of your first instalment.
For example, if you have a limit of $120 and want to purchase an item for $200, your designated debit or credit card will be charged $80 on the date of purchase. That is, the $80 "limit excess" and your payments for the next 5 weeks will be $24 per week.
Is Laybuy available for in store purchases?

At this stage unfortunately Laybuy is not available in Città stores, but we are working towards making this available in the future.
Can I use Laybuy on 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 Laybuy payments for the item directly with Laybuy.
How do I return my order?

Our standard returns policy apply. Once the item has been received by us, we refund the full amount to Laybuy 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, Laybuy 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, Laybuy will give you a further 24 hours to pay. Failing to meet this, you will incur a late payment fee of $10 and a further $10 late fee if the payment is not made within 7 days (as stated in the Laybuy Terms and Conditions).

For full Laybuy FAQs visit


Can I return an item?

If something in your parcel is not quite right (it happens sometimes) please send it back, and we'll exchange it or refund the price. You can return or exchange any item purchased through our online store within 14 working days (with the exception of sale items). You must process your request for a return within 7 days from when your order was placed, or contact us within 3 business days of receiving the item at to communicate your intention to return or exchange.

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. You will be responsible for the item until it reaches us. Returns or exchanges cannot be processed through our physical stores unless specified by our customer services team. We will advise you via email once we have received your goods.

Damaged, faulty or just the wrong thing?

If something in your parcel is damaged or not what you ordered please send it back, and we’ll exchange it or refund the price. Any faulty or incorrect product may be returned or exchanged within 14 working days. You must process your request for a return within 7 days from when your order was placed, or please contact us immediately upon discovering the fault or error at

Once we receive the item we will repair, replace or refund the item within 5 working days. 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. Returns or exchanges cannot be processed through our physical stores unless specified by our customer services team. We will advise you via email once we have received your goods.

Can I return sale items?

If you’ve received a sale item that’s faulty or not what you ordered, please follow the general returns process. Please choose sale items carefully, as we can’t return or exchange them for change of mind.


Where can I find my nearest stockist or store?

To find a stockist or store near you please visit our Città stores page