FAQ

1. GENERAL FAQs

 

1) Are you affiliated with IKEA store? 

No, we are not the affiliate with IKEA store. We carry genuine IKEA furnitures that are imported from IKEA stores overseas.

 

 

2) Do you offer any warranty? 

We offer 7-Day Money Back Guarantee on all our products, so you can buy with confidence.   We're pretty sure you'll love our products. If not, return within 7 days from the date your received the product for a full refund (less shipping costs) 

We also offer 12 months warranty covering manufacturer defects. Any damage caused by improper use or care of product is the responsibility of the user. Warranty does not include replacement for normal wear and tear.

 

 

3) Do you ship items to other cities? 

Yes we can. All products can be shipped New Zealand nationwide, including rural areas. 

We partner with Toll New Zealand to deliver the goods via Track and Trace. The item will normally be delivered during working hours only. Please note that we do not do the actual delivery by ourselves. 

Delivery timeframe is usually 1-2 working days Auckland,  2-3 working days North island or 3-4 working days South Island.  

You will receive an automatic email from our system with tracking when you order is picked up by Toll Courier to help you track you order. 

If you are buying a large number of products from us, please contact us for discount combined shipping rate.

For more infomration regarding our shipping policy, please visit here

 

 

4) Do you ship NZ nationwide? and How much do you charge for delivery? 

Yes we ship NZ nationwide!  To calculate the shipping fees, just add the products to your shopping cart, then go to your shopping cart page, choose your "region" and click on "Get a quote", you will see the shipping costs on your order.  Simple as that! 

 

 

5) Do you have a store or show room? 

Sorry we don't have any store or showroom, the reason we can offer our customer the best lowest price is because we are online only to keep the costs low.   For IKEA products, they are in flatpack, you are welcome to see the material of the flatpack parts. 

For some products, such as urbana flexi-futons range, you can view them in our warehouse.  Viewing is strictly by appointment, you must contact us before you come. 

 

 

6) I have received an incorrect item items in my order, what do I do? 

We aim to get every order 100% correct however mistakes do happens.  

You need to inspect the goods on arrival.  The customer has to inform us within three working days after receiving the item.  If you have any questions, just email our team at info [at] urbansales.co.nz and we will sort it out for you. 

 

 

 

7) The items are damaged when arrived, what do I do?

You must open the packages and inspect the products on date of arrival.  If you see any damages on your order, and your order is delivered by Toll, you must email us with the photos of damage within 24 hours after the date you received the items.    

 

When items are damaged during transit, normally we will claim the damaged item from Toll.  Bound by the Toll’s claim policy, we must email Toll about the damage to the goods within 48 hours after delivery.   If you email us late after 24 hours and it’s outside the claim period when we notify toll, we will refuse to replace or refund the damaged item.  
 

If you want to contact Toll directly regarding your damanged items, please email Toll Claim Dept tnaklclaims@tollgroup.com

 

 

8) Do you take custom order for IKEA products? 

Yes we do.   All our IKEA range are sourced directly from IKEA overseas and you can pre-order any IKEA products with no minimum order value.  

 

You can also pre-order any IKEA products with us that are not listed on our website. We import IKEA products on regular basis so your order will be arrived in Auckland with our next container shipment.

 

You can see the pre-order schedule is on our home page or on the "Pre-order Service" page. 

 

For Commercial Bulk Orders: 

If you want to bring much larger customised order for ommercial fitouts,  such as an Ikea kitchen, fit-outs for office, cafes, restaurants, model, retail stores, we can also help you with this.   You can email us and provide us with the product information you want to order and our team can get back to you with a quotation asap. 

 

For more information, please visit "IKEA Pre-order Buying Service" page. 

 

 

 

9) Is your IKEA products assembled?  

All Ikea products supplied by Urban Sales are not assembled.  All our products include simple step by step instruction on how to assemble.  

We also offer an assembly service in Auckland only.  The cost is 10% of the purchase price within a minimum fee of $50. 

 

 

 

10) Can I pick up my order from your Auckland distribution centre? 

You can only pick up the products mark as "In stock".  

For example:  

Product with availability "In Stock" products means you can pick up from our warehouse, in Penrose Auckland.  

Product with availability "Ship in 3-4 days, no pick-up", it means you can't pick up from our warehouse, the products can only be shipped to your delivery address. 

Product with availability "Pre-Order Now", this means you can pre-order the products now and the product will arrive with our next container shipment in Auckland, once stock arrives in our Auckland warehouse then you can arrange pick up for your order. 
 

Note:  Pickup is strictly by appointment. 

Please email us at info[at]urbansales.co.nz to confirm a date and time for when you will be coming to pick up at our warehouse in Penrose.

 

 

 

11) What is your return policy? 

We offer 7-Day Money Back Guarantee on all our products, so you can buy with confidence. We're pretty sure you'll love our products, if not, return within 7 days from the date your received the product for a full refund (less shipping costs) 

 

All returns must be approved and authorized by us before an arranged return is executed. 

Please contact us for information on how to send your item back. We reserve the right to not accept any unauthorised returns.
 

For 7 day money back guarantee returns, the goods must be returned in original packaging materials, cartons and boxes unless specifically advised, and complete with all parts and accessories, under resalable brand new condition, and in original layout.  Please note we do not accept any returns if the package has been opened or the item has been bolted or assembled.  We reserve the rights to reject returned items which do not meet our return requirements.
 

For faulty returns, it is the buyer's responsibility to ensure the goods are adequately packaged to ensure that they are not damaged during return transit. 
 

Unless goods are returned due to incorrect description or faulty or defective on arrival, or damaged in transit (within 7 days upon delivery), goods must be returned at buyer's expense using registered post. 
 

All returned parcels must be sent via registered track and trace post as we cannot be responsible for items being lost or damaged in the mail on the way back to us.

 


 

12) I've returned my products to you, how long will it take for you to refund to my bank account? 

When you have return the product, you need to email us and let us know the tracking number and provide your bank account details.  You must contact us before you return any products back to base. 


Please allow 7 working days for your parcel to reach us, and a further 3-4 working days for your account to be credited. Please note that some banks may take slightly longer to process your refund.

 

 

13) How can you offer such competitive low price? 

Glad you asked, we love answering this question!

Being a retailer that sells predominantly online we are able to provide a 24-hour 7-days a week service at a substantially lower cost base than traditional bricks and mortar retailers who have to operate many physical stores with high rents, wages and distribution overheads.   Because we don't have these overheads we do not need to charge the same high margins they require in order to sustain their businesses. And that's why we can offer amazing prices on an ever-increasing range of quality products and brands, so you can enjoy the thrill of getting exactly what you want at a bargain price.

 

 

14) How do I track my orders?

Once your order has been shipped from our warehouse we also send you an email that includes a tracking number.

You can also track your order by going to the Courier Post website and entering your tracking number

 

 


 

 

2. PRE-ORDERS FAQ 

 

1) What is the ETA (estimate time of arrival) for my pre-orders? 

You can see the pre-order schedule is on our home page or on the "Pre-order Service" page. 

It usually takes 4~5 weeks from the closing order date for the stock container to arrive in Auckland.  

 

We understand it's important that you get your products as quick as possible.  Please understand that many things could delay your order, for examples, custom inspection, container x-rays, bad weather etc.  If we know there is a delay, we will post the delay notice on our "Pre-Order Service" page and will email you with the updated delivery time.  

 

 

2) Can I cancel my pre-order?   

If you want to cancel your order, you need to email us as soon as possible after you have placed your order with email title "Cancel Order". 

We are not able to refund to you once your pre-order items have been purchased by our sourcing team. 

If your order is not purchased, then we will refund full amount to you, less credit card transaction fees 3.9% and 3% service handling fees of the total purchase price. 

 

 

3) I want to add more items to my order list, how do I do that? 

There are two ways to do this: 

1) Simply place another order via our website.  

OR

2) Email our team info [at] urbansales.co.nz and for the additional items you want to purchase and quantity, our team will add new items to your original invoice and recalculate the shipping fees for you.  Your updated invoice will be emailed to you. 

 

 

4) Some products are missing from my order, what do I do? 

We aim to get every order 100% correct however mistakes do happens.  

No worries,  just email our team at info [at] urbansales.co.nz and we will sort it out for you.

 

 

5) You confirmed my order, but I received an email saying one of the items is out of stock. Why is this? 

The usually happens when product you ordered marked as "In stock" and later it's found out of stock.  This could happen when our warehouse staff goes to pick your item and they found this item may be out of stock or damaged - this does not happen often though. 

If one item in your order is out of stock and we can't back order it anymore within reasonable timeframe, then we will remove the item from your order and will notify you as soon as we find out this.   We will still ship the remaining orders to you and refund you the amount for the out of stock item.

 

 

 


 

3. PAYMENT

 

1) What forms of payment do you accept? 

We accept paypal, credit card and bank transfer or cash on pickup. 

 

 

2) Can I pay you Eftpos on pickup? 

Sorry we only accept cash on pickup. 

 

 

3) What's your bank account details? 

PAYMENT: Please deposit full payment (including shipping) into the following bank account: 

Account Name: Freedom Trades Ltd

Account Number: 38-9016-0346410-00 (KIWIBANK)

Payment Reference: Your Order ID

 

Note: It may take overnight for us to see your payment in our bank account due to bank clearance times.

 

 

4) Do I need to register an account before I purchase? 

Not necessary, we support guest check out as well.  However, registering with us helps speed up the ordering process for you next time when you order and allows you to keep track of your orders.  

 

 

5) My items are for business purposes, how do I get a GST receipt? 

No worries, our company is GST registered company, you will get a GST invoice for all your order placed with Urban Sales.