frequently asked questions
- Ordering Online
- Gift cards
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
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 firstname.lastname@example.org 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 email@example.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 firstname.lastname@example.org 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.