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FAQ

 

1. GENERAL FAQs

 

1) Are you affiliated with IKEA store? 

No, we are not affiliated with IKEA stores. We carry genuine IKEA furniture that is imported from IKEA stores overseas.

 

2) Do you offer any warranty? 

We offer a 7-Day money back guarantee on all of our products, so you can buy with confidence. We're pretty sure you'll love our products. If not, you can return any products within 7 days of the date you received them for a full refund (minus shipping costs). 

We also offer a 12-month warranty covering any 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 a replacement for instances of normal wear and tear.

 

3) Do you ship items to other cities? 

Yes, we do. 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) Do you ship NZ nationwide? and How much do you charge for delivery? 

Yes, we ship nationwide within New Zealand!  To calculate the shipping fees, just add products to your shopping cart, then go to the shopping cart page, click on "Estimate shipping fees", choose your "region" and click on "Get a quote". You will then see the shipping costs on your order.  It really is as simple as that! 

 

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

Yes, we have a showroom in Mt Wellington, Auckland. 

Showroom Address: Unit H, 38 Lunn Ave, Mt Wellington, Auckland 

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

We love meeting our customers in person! You are welcome to come and visit our showroom, speak to us and look at our products. Due to our extensive range, we can’t guarantee that the product you require is on display. Therefore, to get the most out of your valuable time we suggest emailing or phoning us to ask about the product(s) you wish to view.

For more details click to visit our showroom

 

6) Do you offer home furnishing service? 

yes, we do, please visit this page,  home furnishing servicefor more details.

 

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

We aim to get every order 100% correct. However, mistakes do sometimes happen. You must inspect all goods upon receipt.

In the event of a problem, you must inform us within three working days of receiving the item(s).

If you have any questions, just email our team at info@urbansales.co.nz and we will sort it out for you.

 

 

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

You must inspect each product including inside of the package upon arrival (although the package looks ok from outside). Tearing, ripping, holes, fork hoist holes, compression to the outer packaging at the time of delivery are all indications of possible damage or loss within. When this is noted at delivery an endorsement of “Damage/Loss” must be written clearly on the Consignment Note at that time. Acceptance by the signator without"Damage/Loss" confirms that all goods indicated were received in good condition. An Endorsement of “STI” (Subject to Inspection), “STC” (Subject to Check or Said to Contain) are not accepted terminologies for damage/s or loss.

PLEASE DO NOT ACCEPT any damaged products. Please report to us within 12 hours from delivery with photos that shows damaged item. No claims will be accepted if you report us after 12 hours from delivery or if it is accepted by the signatory without"Damage/Loss". We do NOT cover any damage or loss on the item if you give the authorization to courier for drop off, or POD (delivery receipt) is signed for clean.

For more details click to Warranty / Returns / Exchange / Damage
 

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

Yes, we do. All our IKEA range is 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 which are not listed on our website. We import IKEA products every week, so your order will arrive in Auckland with our next container shipment.

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 customized order for commercial fit-outs,  such as an Ikea kitchen, 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 product you wish to order and our sales consultant will get back to you with a quotation ASAP. For more information, please visit the 'IKEA Pre-order Buying Service' page. 

 

 

10) Are your IKEA products assembled?  

Most of IKEA Flat pack furniture requires assembly. All IKEA products provided by Urban Sales comes with step-by-step, simple and clear instruction so you can assemble it by yourself. 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 

 

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

Yes, you can. You can only pick up the products mark as "In stock". You can directly pick up from our warehouse; 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-5:00 pm. 

If the product has the 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 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? 

Urban Sales require item returns to be approved and authorized by us before an arranged return is executed.

Please contact us for information on how to return an item. We reserve the right to not accept any unauthorized returns. Returns must be accompanied by a 'Return Form’, which will be emailed to the buyer upon notification of the problem. For 7 day money back guarantee returns, the goods must be returned in their original packaging, cartons, and boxes unless specifically advised, and complete with all parts and accessories, in a resaleable, brand new condition, and in their original layout. We reserve the right to reject returned items which do not meet our return requirements.

For any faulty items, it is the buyer's responsibility to ensure that the goods are adequately packaged before returning them 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 upon delivery), goods must be returned at the 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.


 

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 back to our 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.

 

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

We’re glad you asked! We love answering this question!

Being a retailer that sells predominantly online, we are able to provide 24-hour 7-day 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.

 

15) How do I track my orders?

Yes. 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.*

 

 


 

 

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 post the delay notice on our "Pre-order Service page and 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. 

 

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

There are two ways you can do this: 

1) Simply place another order via our website.  

OR

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

We aim to get every order 100% correct. However, mistakes do sometimes happen.  

No worries,  just email our team at info@urbansales.co.nz and we will sort it all 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? 

This usually happens when the product you ordered is marked as "In stock" and 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 must stress that this does not happen very often. 

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 Paypal, credit card (Visa/Mastercard), Zip (PartPay), or by direct bank transfer for online orders.

 

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

We accept Eftpos, Cash, Credit Card on pickup. 

Zip (PartPay) is acceptable 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? 

Not necessarily, because we support guest check out as well.  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? 

No worries, our company is a GST registered company. You will receive a GST invoice for all orders placed at Urban Sales.