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Explore the Urban Sales Help Centre for quick answers on delivery, returns, warranties, and product support. Get expert guidance and easy self-service help 24/7.

Urban Sales Help Centre | FAQs, Delivery, Returns & Product Support

I’ve placed an order-what’s next?

Can I add or remove items after placing an order?

Can I hold my order from being shipped?

I can't check out / I can't enter my delivery address

Can I use multiple payment methods for one order?

Can I use a discount or promo code?

Can I pay via Afterpay, ZipPay, bank transfer, etc.?

What currencies do you accept?

When will I be charged?

What is 3D Secure?

How do I know if my item is on sale?

Orders & Checkout

How do I work out shipping costs?

How much is shipping?

What happens if my item is on backorder or pre-order?

Do you offer free, express, or overnight shipping?

When will my order be shipped?

How long will delivery take?

Will all items arrive at the same time?

Why is my order shipped separately?

What happens if I buy from a local partner?

Can I nominate a delivery date and time?

Can I add delivery instructions or authority to leave?

Do you ship to PO boxes or parcel lockers?

Do you ship internationally?

Do you deliver outside of Auckland?

What delivery services or couriers do you use?

Can I arrange my own courier?

Why is my order arriving in multiple deliveries?

What are normal delivery hours?

Can I change my delivery address after placing an order?

What should I do if my delivery is damaged?

If I return a delivered item, will my shipping fees be refunded?

What if I’m not home when my delivery arrives?

Will I pay extra for deliveries to rural areas?

What if my item is oversized?

What is your Delivery Point Policy?

Can I ship highly fragile items?

Shipping & Delivery

How do I track my order or replacement?

My tracking number doesn’t work or looks incorrect

The tracking says delivered, but I haven’t received it.

Why is my item delayed or past the ETA?

What does "Leaves warehouse" mean?

How do I contact the courier?

Who is responsible if my package is lost or stolen after delivery?

Tracking & Support

Can I click & collect every product?

Where do I pick up my order?

When will I know my order is ready for pickup?

Can I go to the store or warehouse before I receive my Ready to Collect email?

Do I need to book a pickup?

How do I book a pickup?

What are the pickup hours?

How do the pickup time slots work?

What’s the pickup procedure?

Can I pay for my order when I collect?

Can I pick up with a different vehicle?

Can someone else collect my order?

Click & Collect

Where is your showroom?

What are the showroom hours?

Is every product on display?

How can I contact the showroom?

Can I purchase and pick up in-store, or do I need to order online?

Can I pick up my online order directly from the showroom?

Do I need to bring anything when picking up in-store?

Is there parking at the showroom?

Can I see sale or clearance items in-store?

Can I test or try out products in the showroom?

How do I know what’s on display in your showroom?

Can I request to view a product in person even if it’s not on display?

Our Showroom

What is your returns policy?

How do I return an order?

Can I return for a change of mind?

Can I exchange instead of return?

How long do I have to return an item?

Can I drop off a return at the showroom?

What return costs apply (especially with free shipping)?

Can I return showroom clearance, seconds, or part of a bundle?

Can I return if I’ve used the product or lost the packaging?

Can I return to your head office or via my own courier?

Will I receive a refund?

How long does it take to process a refund once approved?

How do I check if a product is returnable?

What warranty do you offer?

What if my product arrives damaged?

What if my product develops a fault within warranty?

Can I cancel my order?

Are there any products you don’t accept returns on?

What happens if I return a product with damaged packaging after the 7-day window?

What refund applies if I return an assembled or partially assembled product?

What if I return a product without its original packaging?

What if the returned product is used, altered, or missing parts?

How long does inspection of a returned item take?

What if my order was customised?

What are my responsibilities when returning a product?

What do I do if I receive an incorrectly described or faulty item?

Are there any time limits for reporting damaged items?

Can I keep an item with a minor fault and get compensation?

Returns & Exchanges

My item arrived damaged or faulty - what do I do?

What should I do with the damaged item?

What are my options if my item is damaged or faulty?

There’s a hole/scratch/dent-is it a manufacturing defect?

Do I need to return the damaged or faulty item?

I received the wrong item / an item is missing / parts are missing.

How do I report a damaged or faulty item?

Why do I need to complete a Warranty?

Where do I find the Warranty?

What happens after submitting the form?

My form isn’t working - what do I do?

What if my item is too big to transport?

Damaged, Faulty Or Missing Items

Can I get more information about a product?

Do you offer assembly or customisation services?

How do I find out when a product is back in stock?

Can I search by brand or browse new arrivals?

Do you offer styling advice?

Can I view items in a showroom?

Product Information & Availability

Do your products come fully assembled?

I misplaced my assembly instructions, can I get another copy?

Do you have an assembly service?

Where is assembly service available?

How long does assembly usually take?

Can I be reimbursed for third-party assembly costs?

What should I do if a part is missing or damaged during assembly?

Are your pre-assembled items ready to use?

What tools will I need to assemble flat-pack items?

Do screws need pre-drilled holes?

How do I care for my furniture?

Can I disassemble my furniture for moving?

Is there a weight limit for shelves or furniture items?

Can I modify or alter the furniture?

How do I protect my floors when moving furniture?

How do I care for fabric upholstery?

Can I use fabric protectors or sprays?

Do you recommend professional cleaning?

Assembly & Care Instructions

Can we view clearance items online or only in-store?

Can I see floor model clearance items in-store?

What are warehouse clearance, seconds, imperfect items, and floor model clearance?

Why are these items heavily discounted?

Can I return, exchange, or get a refund for these items?

Can I get assistance with delivery of clearance items?

Can I reserve an item?

How do I know if an item is a clearance or imperfect product?

Are there warranties on these clearance items?

How can I be sure of the product’s condition before buying?

Can I purchase in-store and arrange pickup for another day?

How do I purchase warehouse clearance, seconds, imperfect items, and floor model clearance?

Are these items still covered under consumer guarantees?

Can I inspect the items in person before purchase?

Do clearance items come with original packaging?

In Store Clearance

How can I get in touch with you?

What are your business hours?

Where are you located?

Can I visit your showroom?

Do you offer live chat?

How do I track my order?

Where can I find updates or news?

Is parking available at your showroom?

Do you have a returns desk?

Contact, Location & General Information

What payment methods do you accept?

How do I pay an outstanding balance?

Do you offer finance options?

The promotion has ended—can I still get the same discount from yesterday’s sale?

All articles

Categories

Orders & Checkout

Shipping & Delivery

Tracking & Support

Click & Collect

Our Showroom

Returns & Exchanges

Damaged, Faulty Or Missing Items

Product Information & Availability

Assembly & Care Instructions

In Store Clearance

Contact, Location & General Information

Payments, Promotions & Discounts

Website, Account & Privacy