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Covid-19 Updates

Updated Date: 22nd September 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. 

 

WE ARE NOW SELLING ALL PRODUCTS AND OFFERING CONTACTLESS PICKUP OR SHIPPING.

 

SHOP ONLINE

Under Level-3 our business is now permitted to sell all items (versus Essential-only items in Level-4) as long as they are sold online. Level-3 allows us also to offer ‘contactless pickup’, or continue delivery by courier. Please note that there will possibly be some delays in delivery, as we start sending out a backlog of Non-Essential orders we collated over Level-4, plus the general increase in courier demand.

 

SHOWROOM CLOSED

We regret to advise that our showroom will continue to be closed during the current Level-3 Covid-19 lockdown, until further notice.

 

We do love having our customers come to visit the showroom, but if you planned to visit in the coming days to shop or browse, please consider viewing our range online instead and making a purchase through the online store.

 

Our showroom sales team will work from home during Level-3, if you have any questions related to product inquiries and sales, feel free to call us at 09-570 9687 (press 1) or (020) 4015 3175, or email either iken@urbansales.co.nz or cindy@urbansales.co.nz.

 

CONTACTLESS PICKUP ONLY

Contactless pickup is again mandatory and may extend based on situational changes. Contactless pickup hours are Mon-Sat 9:30 am-5:30 pm.

 

You will be able to arrange for contactless pickup of your purchased items from our warehouse dispatch center during the Level-3 restrictions. We will send you an email with a ‘pickup booking link’ once your order is available for pickup. 

 

Please note, we will NOT accept pickups that have not been booked in our system, and will have to turn away any unscheduled pickups in order to help facilitate a safe contactless pickup system.

 

For details please check our Contactless Pickup Policy (Level3).

 

CONTACTLESS PICKUP PROCEDURE:

All pickups must be contactless as by law in an effort to prevent the spread of Covid-19. This means:

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

• Please park your vehicle in any of our marked car parks opposite the Warehouse entry, and scan the COVID-19 QR code found on the fence next to your car park.

• 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.

• Please stay in your vehicle during the loading process to help limit any spread of COVID-19.

• Our staff will remain at least 2 meters 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 as a precautionary measure.

 

CUSTOMER SERVICE 

Our wonderful and dedicated Customer Service team is operating 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 this Level-3 phase, our warehouse, dispatch team and couriers will be operating under social distancing restrictions. This may cause 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 once 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 1.5m distance, and avoid physical contact (e.g. no hand-shaking). We encourage our customers to do the same, consciously stand at least 1.5m apart from the people around you.

 

• WEARING FACE MASKS

Some of the frontline staff who may be in close contact with many people may choose to wear face masks. Wearing face masks doesn’t mean our staff members are sick or unwell. We do this to be proactive in protecting customers, as well as keeping ourselves and our families safe, and thus reducing the risk of infection. Your understanding is greatly appreciated.

 

• CONTACTLESS DELIVERY  

Contactless delivery: Our courier/delivery partners such as Fliway and Transfervan have adopted contactless delivery – this means that drivers will remain two 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.