frequently asked questions
- Gift cards
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.
Estimated courier times are 1-3 working days for North Island New Zealand, 3-5 working days for South Island New Zealand, and 3-5 working days for Australia. Rural deliveries will take an extra 1-2 days. International shipping times will vary. Furniture orders can take up to 10 days, dependent on where you are located. All orders are dispatched from Auckland.
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 that 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 may 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.
Production time for our custom furniture range (including sofas, armchairs and ottomans) 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 furniture piece 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 product where required. You should not accept delivery if the sofa/furniture item is damaged.
If your order contains both furniture and homeware items you may receive multiple deliveries as these are managed by separate delivery partners.
Città and our delivery partners 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 for orders more than $100 is free of charge (excluding furniture items).
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, furniture delivery is not available outside of New Zealand, and our furniture items are not available for Click & 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 firstname.lastname@example.org 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 email@example.com and we’ll take care of it as smoothly as possible.