FAQs
What's new
Why does the Città site look different?
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?
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?
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?
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?
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?
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?
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?
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
Delivery Cost
Delivery Cost
| Order Value | Cost | Delivery Times |
|
Under $200 |
$12 |
7–13 business days Allow an additional 5 days for deliveries to WA |
|
Over $200 |
FREE |
7–13 business days Allow an additional 5 days for deliveries to WA |
Furniture and Oversized Items: Delivery Cost
Furniture and Oversized Items: Delivery Cost
Furniture and oversized item delivery rates vary depending on your location and will be calculated at checkout.
Order processing
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.
Furniture and Oversized Items: Order Processing
Furniture and Oversized Items: Order Processing
Furniture and oversized item orders are processed and dispatched once a week, on Wednesday. Please allow 7-13 business days for delivery and 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.
If your order contains both furniture and homeware items, you may receive multiple deliveries as these are managed by separate delivery partners.
Delivery within Australia
Delivery within Australia
We are unable to ship to PO Box or parcel locker addresses. To avoid delays, ensure a residential or business street address is provided. For assistance, contact citta@citta.com.
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
International delivery
At this stage, we do not offer international shipping outside of New Zealand, Australia and the United States.
Delivery issues
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
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.
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.
Returns
Città Returns Form
Città Returns Form
How do I return an item?
How do I return an item?
The returns and refund process below only applies to products ordered online at au.citta.com.
Returns Process for Online Orders
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.
Returns Process for Furniture and Oversized Items
To return a furniture or oversized item, please contact citta@citta.com.
Please note that return addresses may vary depending on the product category. Furniture and oversized items may be returned to a different location than textiles and smaller homewares.
How long do I have to return an item?
How long do I have to return an item?
You can request a return within 14 days of receiving your order.
Can I return an item if I change my mind?
Can I return an item if I change my mind?
Yes. We accept change-of-mind returns on eligible items purchased online, provided they are returned unused, unwashed, unaltered, and in their original packaging with all tags attached.
Are there any items that cannot be returned?
Are there any items that cannot be returned?
Sale items cannot be returned for a refund, exchange, or store credit due to a change of mind. This does not affect your rights under the Consumer Guarantees Act for faulty products.
Do I have to pay for return shipping?
Do I have to pay for return shipping?
Yes. Return shipping costs for change-of-mind returns are the responsibility of the customer.
If you have received a faulty, damaged, or incorrect item, we will work with you to resolve the issue and provide return instructions where required.
Can I exchange an item?
Can I exchange an item?
Yes. When submitting your return request, you can indicate whether you would prefer an exchange, store credit, or refund on our form. Our team will confirm the available options once your return has been assessed.
How will I receive my refund?
How will I receive my refund?
Approved refunds will be processed back to the original payment method used to place the order.
Please allow a few business days for the refund to appear in your account once it has been processed.
Can I receive a store credit instead of a refund?
Can I receive a store credit instead of a refund?
Yes. If you choose a store credit, a digital voucher will be emailed to the address used when placing your order.
What if my item arrives damaged or faulty?
What if my item arrives damaged or faulty?
If you have received a faulty, damaged, or incorrect item, please contact our Customer Care team as soon as possible at citta@citta.com.
Please include:
- Your order number
- A description of the issue
- Photos of the fault, damage or incorrect item
Our team will assess the issue and provide instructions for returning the item where required.
What should I do if I receive the wrong item?
What should I do if I receive the wrong item?
Please contact our Customer Care team at citta@citta.com with your order number and a photo of the item received. We will arrange a resolution as quickly as possible.
Can I return the furniture?
Can I return the furniture?
Yes. To return a furniture or oversized item, please contact citta@citta.com.
Please note that return addresses may vary depending on the product category. Furniture and oversized items may be returned to a different location than textiles and smaller homewares.
Can I return an online order to a Città store?
Can I return an online order to a Città store?
No. Products purchased online must be returned through our online returns process. Please complete the online returns form and wait for return instructions from our Customer Care team.
Can a gift recipient return an item?
Can a gift recipient return an item?
Yes. Gift recipients may return eligible items for a store credit. To arrange a return, please contact our Customer Care team and provide either the order number or the email address of the original purchaser.
What if I purchased my item from another retailer?
What if I purchased my item from another retailer?
If your purchase was made through a stockist, Airpoints Store, Flybuys, The Market, or another authorised retailer, you will need to contact that retailer directly, as their returns policy will apply.
How long does it take to process a return?
How long does it take to process a return?
Once your returned item has been received and inspected, we aim to process refunds, exchanges, and store credits within 5 business days.
For more information please see our Returns and Refund Policy.
General
Product information and assembly instructions
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.
Product availability
Product availability
‘Sold Out’ products are no longer available in our online store. Stock may still be available at Città stores or stockists. 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.
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.
Commercial and wholesale
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
Careers
Our head office is in Auckland, New Zealand.
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.
Ordering online
Guest checkout
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
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
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
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.
We are unable to ship to PO Box or parcel locker addresses. To avoid delays, ensure a residential or business street address is provided. For assistance, contact citta@citta.com.
Customs and tax fees
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.
As per Australian Border Force regulations, goods with a declared or assessed value over $1000AUD are unable to be to be delivered by Australia Post unless an Import Declaration is made, and all applicable duties and taxes are paid in full. For more information, please visit the Australian Border Force website.
Updating your delivery address
Updating your delivery address
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 online, however it cannot be used for the purchase of gift cards.
Pre-orders and product notifications
Pre-orders and product notifications
At this stage, we do not have the functionality to process online pre-orders or product notification emails. Please use the 'Enquire Now' functionality on the product page, this will send a notification to our team to get in contact with you regarding the product you are interested in.
Afterpay
How does Afterpay work?
How does Afterpay work?
When you use Afterpay, you pay for your items in 4 instalments over 6 weeks, without incurring any interest. To use Afterpay, add items to your shopping cart then select Afterpay from the available payment options. You pay for the first instalment of 25% at the time of purchase, and the remaining three instalments will be automatically deducted from your nominated debit or credit card over the following six weeks.
Afterpay is available online and in stores. To shop online, select Afterpay as your payment method at the checkout. You’ll be redirected to Afterpay to login or create your account. To shop in-store, you’ll need to download the Afterpay app and set up the Afterpay Card. You can add it to your digital wallet via the ‘In-store tab’ in the app. Then when you’re shopping in-store, just tap to pay with Apple Pay, Google Pay or Samsung Pay.
Please note that Afterpay cannot be used to purchase gift cards.
How do I set up an Afterpay account?
How do I set up an Afterpay account?
1. Add your items to your shopping cart.
2. Select Afterpay as your payment method at the checkout.
3. You’ll be redirected to Afterpay to login or create your account.
4. Your payment schedule will be displayed.
5. Track your payments, check available spend limits, and make early payments in the Afterpay app.
Requirements for setting up an Afterpay account
Requirements for setting up an Afterpay account
- Live in Australia or New Zealand
- Be over 18 years of age
- Have an Australian/New Zealand debit or credit card
- Have a valid and verifiable email address and mobile number
- Have a valid and verifiable email address and mobile number
- Be capable of entering into a legally binding contract
- Credit checks apply
For full terms and conditions visit www.afterpay.com/terms
Can I use Afterpay to purchase sale items?
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?
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?
Are there any other fees?
Afterpay caps late fees to help keep costs manageable for customers who miss a payment. Late fees will never exceed 25% of the order total or $68 per order, whichever is lower.
- For orders under $40: A one-time late fee of up to 25% of the order total applies
- For orders of $40 or more: A $10 late fee is charged when a payment is missed. If the outstanding amount remains unpaid after seven days, an additional $7 late fee applies . This is the same for all late payments until the 25% cap or $68 amount is reached. To remain within the cap, we may charge partial amounts of the $10 and $7 fees.
You can check your General Terms for other late fees caps that may apply.
Afterpay is committed to doing everything they can to help you not miss a payment, including sending you payment reminders and offering options to reschedule upcoming payment dates.
Afterpay is designed to be completely different to traditional credit products that charge interest, so that customers are never in a situation of high compounding interest and revolving debt.
For full Afterpay FAQs visit Afterpay help.
Late fees, eligibility criteria and T&Cs apply. Afterpay Australia Pty Ltd Australian Credit Licence 527911.
Gift Cards
Redeeming gift cards
Redeeming gift cards
All gift cards can be redeemed online at citta.com. 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
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
Purchasing a physical gift card
Physical gift cards are not available to Australian customers.
Gift card balance
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 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.
Warranty
Città Warranty
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
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
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
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
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.