FAQs

Delivery

Returns

General

Ordering Online

Click and Collect

Afterpay

Gift Cards

Warranty

Why does the Città site look different?

We’ve launched a brand new website. It's faster and more seamless, especially on mobile, with more payment options and richer product content. It also gives us the flexibility to keep improving and adding tools to help you find the right piece for your space.

Do I need to create a new account?

Yes, for security reasons, you’ll need to activate your account the first time you log in on the new site.

Why can’t I see my order history?

Order history from our previous website hasn’t been carried over. If you need help with a past order, get in touch and we can assist you.

Will my gift card or promo code still work?

Yes, gift cards and promo codes will work as expected on the new site. If you run into any issues, email us at citta@citta.com so we can assist you.

What is Shop Pay?

Shop Pay is an express checkout service that safely stores your payment details. It creates a faster, more secure shopping experience.

Do I have to use Shop Pay?

No, it’s completely optional. You can check out as normal using your preferred payment method.

I’ve used Shop Pay before, will it still work?

Yes, if you’ve used Shop Pay elsewhere, you can log in and use it here too.

Having trouble logging in or checking out?

If you run into any issues, email us at citta@citta.com and we’ll help you out.

Delivery cost

The delivery costs below excludes oversized products.

Order Value	Cost	Delivery Times
Under $200	$12	2–4 business days North Island 3–6 business days South Island Additional 2-3 days for rural deliveries
Over $200	FREE	2–4 business days North Island 3–6 business days South Island
Click & Collect	FREE	1 business day

Order processing

Orders are processed and packaged at our Auckland warehouse between the hours of 5:30am - 3pm. Orders placed during the weekend or public holidays will be processed the next business day.

During sale and holiday periods, processing of orders may be subject to delay. We ask you to allow a minimum of 2 business days for your order to be dispatched.

Once your order has been dispatched by our warehouse team, you will receive an email containing your tracking link.

If your order contains both furniture and homeware items, you may receive multiple deliveries as these are managed by separate delivery partners.

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 within New Zealand

Estimated courier times are 1-3 business days for North Island and 3-5 business days for South Island. Rural deliveries will take an extra 2-3 days. Please keep in mind this does not take into account order processing time.

Delivery within Australia

Please allow 7-13 business days for delivery to Australia, allow an extra 5 days for orders to WA. Please keep in mind the delivery timeframe applies to dispatched orders and does not include order processing.

International delivery

At this stage, we do not offer international shipping outside of New Zealand, Australia and the United States.

Oversized items delivery cost

Delivery charges for oversized items are based on postcode and product volume. Charges are displayed on both the product page and checkout page prior to payment.

Furniture deliveries

We currently only send furniture to New Zealand addresses.

Furniture orders have longer processing times as our warehouse team will quality check each furniture item before dispatching your order. Your furniture order will be processed between 2-4 business days at our Auckland warehouse.

Once your furniture delivery has been dispatched by our warehouse, you will receive a dispatch email containing a tracking link. You will also get a phone call from our furniture delivery provider a few days later so they can arrange delivery with you directly.

Furniture deliveries can take up to 10 business days, depending on where you are located. Our furniture carrier only delivers between Monday and Friday. If you have a specific delivery date and time or want to request a weekend delivery, please contact our customer service team before placing your order so we can make sure we can meet your requirements.

Our service promise is that we will remove all packaging and assemble the product where required. Please make sure someone is home during the day to receive the delivery.

Please do not accept the delivery if the furniture item is damaged. As soon as you discover the damage, please take photos and email them to citta@citta.com along with your order details. We will endeavour to get back to you as soon as possible.

Returns process

If you wish to return or exchange your online order, please view our returns process. You can return or exchange an item purchased through our online store within 14 business days (with the exception of sale items). 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.

Delivery issues

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 citta@citta.com with your order details and we’d be happy to look into it for you.

Gift wrapping

We currently do not have the facilities to gift wrap online orders. Although, all our online orders are sent packaged neatly in brown boxes or black compostable parcel bags and without any invoices.

Our stores offer beautiful gift wrapping free of charge, and our friendly team can help you find the perfect gift, too. Our team can arrange gift wrapping and delivery of the gift directly to the receiver for you. You can find our store contact details here.

If you intend on sending an order to a friend or family member, we recommend that you notify the receiver of the gift so they can expect delivery.

Città 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.citta.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 citta@citta.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.

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 citta@citta.com 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.

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 citta@citta.com 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.

Product availability

‘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 are looking for.

Products that allow you to 'Enquire now' will be restocked and the restock dates are found on the product page. Click the 'Enquire now' button and fill out the form, this will send a notification to our stores to get in contact with you regarding the product you are interested in. Our stores will be in contact with you within 2 business days.

All items in our online store are from our current collection. If the item/s you are looking for is not displayed, it may be from a previous collection. Any remaining stock from past collections is sold through our Città Outlet stores in Auckland and Christchurch. Please email citta@citta.com with the product you are after and our customer services team can let you know if we still have the product in stock.

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 citta@citta.com with the details you need.

Custom furniture

Custom furniture orders can only be placed through our retail stores. If you do not live nearby one of our retail stores, please call the store closest to you and our retail staff will be able to assist you over the phone.

Production time for our custom furniture range (including sofas, armchairs and ottomans) can be between 4-16 weeks. Our custom furniture is made locally and manufacture time is dependent on fabric availability. Our sales staff will discuss availability with you during the ordering process. We require a 50% deposit for all custom orders upon placing the order. The remaining 50% will be expected to be paid once your order is ready for delivery.

Commercial and wholesale

Bring your project to life with Città’s dedicated commercial service. We can provide customised fit-out solutions for hospitality, retail, and office spaces. We also work with select, eligible stockists. To enquire about our commercial or wholesale services, please fill in the contact us form.

Careers

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@citta.com.

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 citta@citta.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 citta@citta.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 citta@citta.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.

Pre-orders and product notifications

At this stage, we do not have the functionality to process online pre-orders or product notification emails. Please contact your nearest Città store and they will be able to place a pre-order on your behalf. Our stores have the capabilities to send orders directly to customers. Alternatively, contact citta@citta.com and we will be able to assist.

Payment methods

We accept payments via Mastercard, Visa, and American Express. Please be advised that Maestro and True Rewards are not accepted for online transactions. Afterpay is available for eligible purchases made both online and in-store; however, it cannot be used for the purchase of gift cards. True Rewards may only be redeemed for in-store purchases.

Customs and tax fees

Your order may be subject to custom and/or tax fees, depending on your local regulations. Any associated charges must be paid by the recipient. Città is not responsible for and will not reimburse any related fees.

How does Click & Collect work?

It's the best of both worlds. Buy online anytime, and pickup your goodies at one of our retail stores.

This free service is available from Citta stores within New Zealand.

1. Select items

Check the product page for each item to confirm stock availability at your preferred store.

2. Add to cart

Select “Pick up” as your delivery method, and choose your collection location.

3. We prepare your order

Your preferred store will process your order. This usually takes 1-2 business days.

4. We email you

Once your order is ready to be collected, you’ll be sent a “Your order is ready for pickup” email with your order details.

5. You collect your order

Pop in-store during opening hours. Please bring the “Your order is ready for pickup” email (either printed or on your smart device) and a photo ID (driver licence, passport, HANZ 18+ card or student ID).

Is Click & Collect available for oversized products?

Yes, Click & Collect is available for oversized products.

To arrange pickup, check the product page to confirm stock availability at your preferred store. Then, add the item to your cart, proceed to checkout, select “Pick up” as your delivery method, and choose your collection location.

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. Their maximum spend limit is $2000.

Is Afterpay available for in store purchases?

Città stores accept Afterpay as a payment option at checkout, however it is currently not available at Città Essentials stores.

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, Afterpay 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.

Redeeming gift cards

All gift cards can be redeemed online at citta.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 citta@citta.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 NZL is selected, your gift card can be redeemed online with delivery to New Zealand addresses, or redeemed in any Città store (including Città Outlets). If AUS is selected, your gift card can be redeemed online with delivery to Australian addresses only.

Purchasing a physical gift card

If you would like to purchase a physical gift card, please contact one of our New Zealand retail stores. Our retail stores will be able to take payment over the phone and have the physical gift cards sent directly to the recipient. Physical gift cards are not available to Australian customers.

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 citta@citta.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”):

Type of Warranty	Residential	Commercial
Structural warranty for sofas and lounge chairs	10 years	5 years
Upholstery warranty for sofas and lounge chairs	1 year	1 year
Structural warranty for other furniture	3 years	3 years
Structural warranty for lighting	2 years	2 years
Structural warranty for accessories	1 year	1 year
Textiles warranty	1 year	1 year
Rugs warranty	2 years	1 year

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.

Consumer Guarantees Act

If the Customer is a “consumer” with the meaning under the Consumer Guarantees Act 1993, and any of the terms of this Warranty are in conflict with mandatory provisions under that Act, such provisions of the Act shall apply in precedence over such terms of this Warranty.

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