Refund policy
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.
Change of Mind Policy
At Città, we want to ensure that you love your purchase. If something in your order is not quite right, you may return eligible items for a refund, exchange, or store credit within 14 days of receiving your order.
Items must be returned unused, unwashed, and unaltered, with all original packaging, tags, and accessories intact.
Original shipping costs will not be refunded unless the item was supplied incorrectly or is faulty. Return shipping costs are the responsibility of the customer unless the item was supplied incorrectly or is faulty.
Please note that return addresses are New Zealand based and may vary depending on the type of product being returned.
Faulty, Damaged or Incorrect Items
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.
Sale Items
Please choose sale items carefully, as we are unable to offer refunds, exchanges, or store credits for change-of-mind returns on sale products.
If you have received a sale item that is faulty, damaged, or incorrect, please refer to the Faulty, Damaged or Incorrect Items section above.
Refunds and Store Credits
Refunds will be processed back to the original payment method used for the purchase.
If you request a store credit, a digital voucher will be issued to the email address associated with the order.
We are not responsible for any fees that may be charged by your bank or payment provider.
Refunds and Store Credits
If you are purchasing a gift for someone, please let them know that the recipient may exchange or return the item for a store credit.
The recipient should contact our Customer Care team at citta@citta.com and provide either:
- The order number, or
- The email address of the original purchaser
Third-Party Purchases
If you wish to return a product purchased through a third party (including stockists, Airpoints Store, Flybuys, The Market, or other authorised retailers), you will need to contact the retailer from whom the purchase was made, as their returns policy will apply.