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
Customs and tax fees
Customs and tax fees
Orders ship from our New Zealand warehouse, with products crafted by our global network of expert suppliers and manufacturers. The country of manufacture is listed under the ‘Product Details’ on each product page. Only a select number of products are locally made in New Zealand.
As imposed by the U.S. government, orders are subject to customs duties, taxes, or tariffs. Tariff rates vary based on the country of origin. These charges are determined by U.S. Customs and Border Protection (CBP) and are not retained by Città.
To ensure a fast and efficient delivery experience, we collect a Tariff Contribution at checkout equivalent to 10% of your order total. This amount is itemised at checkout and in your order confirmation. If the applicable tariff exceeds this contribution, Città pays the difference and absorbs this additional cost on your behalf.
By paying these taxes and tariffs directly to CBP on your behalf, we provide you with a single upfront cost with no additional customs charges or delays at the U.S. border.
Orders are shipped by DHL, our trusted U.S. delivery partner.
U.S. customs authorities may require an Employer Identification Number (EIN) for shipments valued at $2500 USD or more.
Order processing
Order processing
Orders are processed and packaged at our Auckland warehouse between the hours of 5:30am - 3pm NZT. Orders placed before 12pm Monday to Friday NZT will be processed within the same day. Orders placed after 12pm Monday to Friday NZT will be processed on the next business day. 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.
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 deliveries
Furniture deliveries
We currently only send furniture to New Zealand addresses.
International delivery
International delivery
At this stage, we do not offer international shipping outside of New Zealand, Australia and the United States. Only products available in your market can be sent to your country.
Returns process
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. Please keep in mind that our return address is New Zealand-based.
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
Returns process for online orders
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
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
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.
Refunds and credit notes
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 bechargedby your bank.
Gift exchanges and returns
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.
General
Payment methods
Payment methods
We accept payments via Mastercard, Visa, American Express, and PayPal. Please be advised that Maestro is not accepted for online transactions.
Product availability
Product availability
‘Sold Out’ products are no longer available in our online store.
Products that allow you to 'Notify Me' will be restocked and the restock dates are found on the product page. Click the 'Notify Me' button and fill out the form, this will send a notification to your inbox when the product becomes available.
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.
Commercial and wholesale
Commercial and wholesale
If you would like to enquire about becoming a stockist or would like to apply for a trade account, please fill out the contact us form and one of our friendly staff will be in touch shortly.
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.
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.
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”):
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
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.
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.