Frequently Asked Questions
Afterpay
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.
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
Delivery
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 North Island New
Zealand, 3-5 South Island New Zealand and 3-5 working days for Australia,
international shipping times will vary. Rural deliveries will take an extra 1-2
days. Please note courier delivery times are estimated and do not include
processing and dispatch.
You will receive an email confirming 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.
Delivery times will increase during sale periods. Our team
will work as quickly as possible to keep to the times above, but please be
understanding of the increased volume of orders.
Please note the production time for our Eve and Hem Sofa
ranges can be between 8-10 weeks. These are made locally, and manufacture time
is dependent on fabric availability. We will be in touch to confirm the
availability and delivery of your new sofa upon receipt of your order. On your
agreed delivery date, the team will touch base again 30 minutes before delivery
to confirm they’re on their way. Our service promise is that we will remove all
packaging and assemble products where required.
Furniture orders can take up to 10 days for delivery
depending on where you are located. All orders are dispatched from Auckland.
If your order contains both furniture and homeware items you
may receive multiple deliveries as these are managed by separate delivery
partners.
Città or any carrier/courier used by Città 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.
What are the delivery charges?
In New Zealand the delivery charge for online orders (excluding furniture items) is $5. In Australia the delivery charge is $10. Delivery charges for furniture items are based on postcode and product volume, charges are displayed on both the product page and checkout page prior to payment.
Please note that furniture delivery is not available outside of New Zealand, and that our furniture items are not available for click and collect from our Città stores.
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
shop@cittadesign.com 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
shop@cittadesign.com and we’ll take care of it as smoothly as possible.
General
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
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 – 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
shop@cittadesign.com 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
sales@cittadesign.com.
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
shop@cittadesign.com 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
cittadesign.com
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.
Laybuy
How does Laybuy work?
1. Simply select Pay by Laybuy 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 Laybuy today.
4. Your order is processed immediately and your payment schedule is established.
5. Only a sixth is due today and the rest is split over 5 weekly automatic payments on the day of the original purchase.
Please note that Laybuy cannot be used to purchase gift cards.
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 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 applies. Once the item has been received by us, we refund the full amount to Laybuy 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, 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
laybuy.com/faq
