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urbansales

<p>We partner with trusted New Zealand couriers including Onsend, Fliway, KiwiExpress, and Posthaste to ensure safe, trackable delivery of your order.</p>

What delivery services or couriers do you use?

Shipping & Delivery

I’ve placed an order, what’s next?

Can I cancel or amend my order?

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? What if I forgot?

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

What currencies do you accept?

When will I be charged?

How do I know if my item is on sale?

My gift card is lost or hasn’t arrived, what do I do?

Orders & Checkout

What are pre-order products?

What is a Backorder

What does ETA mean?

Why should I pre-order?

I’m ordering in-stock and pre-order items - how will my delivery work?

What’s the timeframe on pre-orders?

I made a pre-order but want to cancel - can I?

My pre-order is late - what should I do?

Pre-Orders & Backorder

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?

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?

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 is your Delivery Point Policy?

Can I ship highly fragile items?

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?

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 showroom 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?

What happens after submitting the Contact Form for damage?

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?

Do I have to follow the manual exactly?

I’ve got leftover parts - is that normal?

What if I damage the product during assembly?

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

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?

What delivery services or couriers do you use?Updated 3 hours ago