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FAQ

1. GENERAL FAQs

1) Are you an official IKEA store? 

No. Urban Sales is an importer of genuine IKEA from the Asian market and does not officially represent IKEA in New Zealand. This does not affect the quality of the product in any way, so the IKEA items you have come to love and trust will be the same when you purchase them from us as from anywhere else in the world.

 

2) Do you offer any warranty? 

Yes. Urban Sales abides by all regulations and requirements under the Consumer Guarantees Act.

We offer a 7-Day right of exchange or refund on all our products, so you can buy with confidence. We're pretty sure that you'll love all our products. But if not, you can return them within 7 days of the date on which you received the product for a full refund, minus shipping costs. 

All products purchased from UrbanSales are covered by a 12-month warranty against manufacturer defects. Any damage caused by improper use or incorrect care of a product is the sole responsibility of the user. The warranty does not include the replacement of an item due to normal wear and tear. 

To find out more details about our warranty, please visit here

 

3) Do you deliver outside of Auckland? 

Yes. All products can be shipped anywhere in New Zealand, including rural areas. 

We are partnered with third-party courier companies in New Zealand to deliver all goods via Track and Trace. Items will normally be delivered during working hours only. 

The delivery timeframes are usually 1-2 working days to Auckland, 2-3 working days to North Island, 3-5 working days to South Island. However, it can take up to 8 working days for rural or out of the way areas.

When your order is dispatched you will receive an email from us confirming this and advising you of your tracking number which will link to our courier’s web page so that you can keep an eye on progress.

If you wish to buy a bulk order of products from us, please contact us for a combined shipping rate.

For more information regarding our shipping policy, please visit here

 

4) How much do you charge for delivery? 

To calculate the shipping fees, just add products to your shopping cart, then go to the shopping cart page by clicking “View Cart”. In the ‘Ship to’ selection box, select your region for an estimate of the shipping costs. 

Note that if you live in an area that is considered by our third-party freight carriers as ‘rural’ or ‘semi-rural’, additional charges and/or delivery delays may apply. Any applicable shipping surcharge for rural delivery will be notified by email after checkout and full payment for this surcharge will be required before we can book the delivery service. We kindly ask that you correctly declare your address as rural or semi-rural in the final check box when providing your delivery address as this will speed up the process of dispatch.

 

5) Do you have a showroom where I can view products? 

Yes. Our showroom address is: Unit H, 38 Lunn Ave, Mt Wellington, Auckland.

Opening Hours: Monday to Saturday: 10:00am - 5:00pm

We love meeting our customers in person, so please do come and visit our showroom to view a selection of our products and get invaluable in-person information and service. 

Due to our extensive range of products, we can’t guarantee that the item you’re interested in is on display, so please either call ahead or check our website for the special “See in our Auckland showroom” label on the product listings.

 

6) Do you offer home furnishing service? 

Yes. Please visit home furnishing service, for more details.

 

7) There’s an item missing from my delivery, what do I do?

We aim to get every order 100% correct. However, mistakes do sometimes happen. Please inspect all goods upon receipt to ensure you received all the items you expected. 

In the event of a problem, please let us know by email to our team at customercare@urbansales.co.nz or call us at 09 570 9687 during business hours within 12 hours of receipt so that we can sort it out for you. 

 

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

Acceptance of delivery at your end acknowledges that everything is in order.

We’d like to make sure that when goods are delivered to our valued customers that nothing gets damaged or broken during transit, because that exciting ‘woo-hoo’ of opening up a package can quickly turn into ‘boo-hoo’ when something isn’t right.

That’s no fun.

So please check the package to ensure that your items inside are OK before signing for the delivery. Please do not accept the package if there is any signs of damage to the packaging which can be an indication of damage within. The courier company will return the package to us. 

We’ll be very sad to hear of anything going wrong. But if anything does happen to arrive damaged please let us know by email within 12 hours of receipt so that we can register your claim.

 

To find out how to report damaged goods on delivery, please visit  Warranty / Returns / Exchange / Damage

 

9) Do you take a custom order for IKEA products? 

Yes. All our IKEA range is sourced directly from IKEA overseas and you can pre-order any IKEA products with no minimum order value, including items not listed on our website.

We import IKEA products every week, so your order will arrive in Auckland usually within 6 weeks of placing your order.

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

 

For Commercial Bulk Orders: 

If you want to place a much larger customised order for commercial fit-outs,  such as IKEA kitchens, fit-outs for office, cafes, restaurants or retail stores, we can also help you with this.   You can email us at sale1@urbansales.co.nz and provide us with information on the products you wish to order and our sales consultant will get back to you with a quotation. For more information, please visit the 'IKEA Pre-order Buying Service' page. 

 

10) Are your IKEA products assembled?  

IKEA flat-pack furniture requires assembly. All IKEA products provided by Urban Sales come with step-by-step, clear instructions so you can assemble the item at home. However, if you need a hand, we can help you to assemble your goods for you for an extra fee. Please refer to the assembly service page for more details 

 

Other IKEA goods are pre-assembled or shipped as a complete unit.

 

11) Can I pick up my order from your Auckland warehouse? 

Yes. However, you can only pick up the product marked as "In stock". We accept Eftpos/credit card/cash on pickup. 

 

Our showroom and warehouse are in the same building. The address is Unit H, 38 Lunn Ave, Mt Wellington, Auckland (behind the Fine Wine Delivery Company).

Pickups are available from Monday to Saturday, 10:00am-5:00pm. 

If the product has the availability status "Pre-Order Now", this means you can pre-order the products now and the product will arrive within about 6 weeks from your confirmed order in Auckland. Once stock arrives in our Auckland warehouse then you can arrange to pick up for your order. 

Please go to our showroom first with your order number, our sales will process your order and give you a pickup form;  When your order is ready, you can drive to the warehouse at the back with your pickup form, our warehouse staff will help load your order to your car. 

 

12) What is your return policy? 

All returns must be accompanied by a 'Return Form’, which will be emailed to you.

For all exchanges or refunds within 7 days, the goods must be returned in their original packaging materials, cartons and boxes unless specifically advised, and they must be complete with all parts and accessories, in a resellable and brand new condition, and in their original layout. We reserve the right to reject any returned items which do not meet our return requirements.

Goods that have been assembled, used, altered or not in the original packaging will not be accepted for full refund, under this circumstance, a 20% restocking fee will be applied and this will be deducted from your refund. Goods that have been assembled are only accepted for return subject to inspection.

For goods to be accepted for a full refund, they must be returned in the original packaging and both the goods and packaging must be in resellable condition. 

It is the buyer's responsibility to ensure that the return of faulty goods are adequately packaged in order to ensure that they are not damaged during return transit.

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

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

 

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

When you have returned a 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.  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.

 

14) How can you offer such a competitive low price? 

Being a retailer that sells predominantly online, we are able to provide 24-hour 7-day service at a substantially lower cost than traditional bricks and mortar retailers. This saves the cost of rent, wages, and distribution overheads. We pass that advantage on to you by offering the products at more competitive prices, all your round. You can enjoy the thrill of getting exactly what you want at a bargain price, any time of the year.

 

15) How do I track my orders?

When your order is dispatched you will receive an email from us confirming this and advising you of your tracking number which will link to our courier’s web page so that you can keep an eye on progress.

 

16) What if my furniture doesn't fit? 

Before you make your final purchase decision, please measure your door openings, hallways, stairways, and the area or room where your new furniture will be placed. If you are still not sure, we will be happy to come to your home to measure and make sure your furniture will fit (a service fee may apply). Furniture that needs to be returned because it cannot be placed into the designated space will be subject to restocking fees. 

 

To find out more about our return policy, please visit here.

 

2. PRE-ORDERS FAQ 

 

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

You can see the pre-order schedule 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 quickly as possible. Please understand that many things could delay your order, for example, customs inspection, container x-rays, bad weather, etc. If we know there will be a delay, we will email you with an 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 a message with the title "Cancel Order". 

We are unable to offer a refund once your pre-order items have been purchased by our sourcing team. 

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

For full-customised orders, such as customised kitchens, wardrobes, or fit-outs, the orders cannot be cancelled and are not refundable if the purchase order has been processed with our suppliers. 

 

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

There are two ways you can do this: 

i) Simply place another order via our website.  

OR

ii) Email our team at info@urbansales.co.nz and our team will add any new items to your original invoice and recalculate the shipping fees for you.  Your updated invoice will then be emailed to you. 

 

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

This usually happens when the product you ordered is marked as "In stock" but later it's found to be out of stock. This could happen when our warehouse staff go to pick your item and find it to be out of stock or damaged – we do our best to ensure this never happens, but it is possible.

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

 

3. PAYMENT

 

1) How can I pay for my order?

We accept payment by credit card (Visa or Mastercard) via PayPal, Zip (PartPay), or by direct bank transfer for online orders.

 

2) What kinds of payment do you take at pickup? 

We accept Eftpos, Cash, Credit Card, AliPay & WeChat Pay on pickup. 

Zip (PartPay) is accepted as well if the order amount is from $300 to $1000.

 

3) What's your bank account details? 

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

Account Name: Freedom Trades Ltd

Account Number: 38-9016-0346410-01 (KIWIBANK)

Payment Reference: Your Order ID

Note: It may take until the next working day 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? 

No. Our website supports guest check out.  However, registering with us helps speed up the ordering process for the next time you order and it allows you to keep track of your orders.  

 

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

You will receive a GST invoice for all orders placed at Urban Sales.