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Covid-19 Updates

Updated Date: 14h December 2021.

To all our customers


Kia ora!

We hope that you and your family are keeping well and safe during this time ❤️

Here at UrbanSales, we believe that your home is where you should feel safest and most comfortable. We’re here to help Kiwis create inspiring homes, live better, and have happier lives in the homes they love. That includes the health and safety of the entire UrbanSales community, you, our valued customers, and our team members. 


SHOWROOM OPEN

We are very happy to advise that our showroom is now open under the Orange Light Stage of the COVID-19 Protection Framework.


We love having our customers come to visit us at the showroom, and in order to provide a safe experience for our customers and staff alike, we are employing strict public health measures. Please observe these meaures, we will have a limit on the number of customers in the store at any one time, plus the use of face coverings, NZ COVID Tracer QR code, and social distancing will be required.


You can still continue to view our range online instead and make a purchase through the online store if you prefer.


SHOP ONLINE

Under the COVID-19 Protection Framework. our business is selling all items and continues to offer ‘contactless pickup’ or delivery by courier. Please note that there will be some delays in delivery, as we continue to work through high order volumes that have created a backlog, plus the general increase in courier demand that is resulting in longer than normal delivery times.


CONTACTLESS PICKUP

We continue to offer contactless pickup. Contactless pickup hours are Mon-Sat 9:30 am-5:30 pm.

• Our warehouse staff will have prepared your order before your arrival.

• Please park your vehicle in any of our marked car parks in front of our Showroom, close to the "Click & Collect" Sign.

• Our staff will use your vehicle plate number to identify you, so please make sure you drive the vehicle you confirmed with us in prior communication.

• Make space in the backseat and/or boot of your vehicle for staff to load the products in.

• Our staff will remain at least 1 meter from customers at all times. For contactless pickup, we will not require any signature.

• Please stay home if unwell to stop any spread of COVID-19.

• We ask our customers to please wear face masks during their contactless pickup, as do our staff, per current regulation.

For details please check our Contactless Pickup Policy.


CUSTOMER SERVICE 

Our wonderful and dedicated Customer Service team is continuing to operate from the safety of their homes and are ready to help you from Mon-Sat 10 am-5 pm. Feel free to call us at 09-570 9687 or email us at customercare@urbansales.co.nz. You can also reach us via online chat during said business hours.


POSSIBLE DELIVERY DELAY

During the Orange Light Stage of the COVID-19 Protection Framework, our warehouse, dispatch team, and couriers will continue to operate under some social distancing restrictions plus are trying to clear the past lockdown backlog of orders. There may be a delay in the delivery of your items purchased online. Please accept our apologies if this is the case, and we appreciate your understanding at this time.


RETURNS

We have extended our return policy to a 30-Day money-back guarantee in consideration of the possible difficulty to send the item back during the lockdown.


DAMAGES

If you have received your order with damages during the lockdown, please notify us immediately. Kindly send an email within 24 hours from delivery with photos showing the damage to your item. We will do our best to resolve the issue while the lockdown is in place. In the event that we would need to wait until the lockdown is lifted, please bear with us. But rest assured, communications and updates will be sent via email or SMS regarding the said matter.


We believe each of us has an important part to play to reduce the spread of COVID-19.  Though times like this will eventually pass, it is important that we stay positive, remember to smile, be supportive and kind to one another.  We will get through this together.   


We thank you for your ongoing support.  As always, we’re fully committed to giving you an excellent experience with 100% worry-free service to create your inspiring homes. Stay safe and rest assured we will keep you updated on any changes that we need to make during the coming days at UrbanSales.


Kia Kaha and we look forward to seeing your smiles soon,

Love from UrbanSales Team



What you can expect from us now that we have reopened:

We'll continue to exercise the same precautions that were in place ahead of the lockdown, or modify as directed by the Ministry of Health:

• EXTRA CLEANING

We've increased the level and frequency of cleaning contact surfaces in our showroom, especially on high touch surfaces such as EFTPOS terminals, counters, door handles etc.  

 

• INCREASED HYGIENE STANDARDS

  • Our staff regularly wash their hands with anti-microbial hand wash.  

  • We have trained all our staff members on good washing techniques and coached them on how to increase hygiene standards.    

  • We’ll also ensure that you’re able to sanitise your hands when you visit our showroom.  

 

• HEALTH AND SAFETY FOR EVERYONE

Your safety is paramount, so if any of our staff members feel unwell, they will remain at home.  We do need your help to keep our workplace safe for you and our staff too.  If you feel unwell, have any of the flu-like symptoms, or have travelled overseas in the last 14 days, please refrain from visiting the store.     


• NZ COVID TRACER QR CODES

We strongly encourage you to scan our NZ COVID Tracer QR Code poster on our Showroom front door each time you visit our Showroom. We aim to keep our workplace safe for you, our staff and community at large too.

 

• KEEP SAFE, SOCIAL DISTANCING

All our staff are asked to keep a strict minimum 2m distance, and avoid physical contact (e.g. no hand-shaking). We encourage our customers to do the same, consciously stand at least 2m apart from the people around you.

 

• WEARING FACE MASKS

Our staff will be wearing face masks, as per the Ministry of Health's requirement under this current COVID Alert Level and ask our customers to do so whether entering our showroom or picking up purchases from our warehouse. Your understanding is greatly appreciated.


• CONTACTLESS DELIVERY  

Contactless delivery: Our courier/delivery partners such as Fliway and Transfervan are providing contactless delivery – this means that drivers will remain 2 metres away from other people at all times. They will not take signatures. If you are there, they will ask you for your full name as proof of delivery. If not there at the time, they will leave you a card, and return your freight to their depot.