Find a Store
My Account

general

If you cannot find the answer you are looking for please contact us
When will my order be delivered?

We're doing our best to deliver your order as fast as possible, but please be aware that there may be some delays.

If you have an outstanding order, we'll be prioritising the delivery of your order as soon as we can. We can’t confirm what date that will be at this stage, but you’ll hear from us directly when we’re able to reschedule delivery of your order.

Can I use Click & Collect now?

You sure can. We've made Click & Collect extra safe in-store for the time being to keep us all safe.

Be sure to wait until you receive an email that confirms your order is ready for collection before visiting us to collect your order.

Learn more about Click & Collect >


Are your deliveries still contactless at Alert Level 3?

Protecting the health and well-being of our customers and our teams is our top priority, and we’re shipping orders with that as our main focus.

Courier deliveries will stay contactless and be left at your door. For large item deliveries, we’ll coordinate directly with you to make sure there’s always a 2 metre distance between you and our delivery team.

Thanks for your patience and understanding while we work to keep us all safe.

How will I know when your stores are opening again?

You can count on us to let you know - we’re already looking forward to welcoming you back into our stores!

Just keep an eye out here on our website and over on our Facebook page. And if you haven’t already, sign up to receive our emails to make sure you’re one of the first to hear the news.

I made an order before the lockdown but I haven’t received it. What’s happening?

If you have an outstanding order, we'll be prioritising the delivery of your order as soon as we can. If your order is for an essential item, we’ll be doing our best to get that to you as soon we can. If your order is for non-essential items, we’ll be able to deliver this safely once Alert Level 4 restrictions are lifted.

Can I cancel my order?

We’ll do our best to support you during this difficult time. If you have an order you’d like to cancel, send us a message here on our website - just be sure to include your order number.

Contact us about your order >


I’ve received my order but it’s damaged or not working properly. Can you help?

Firstly, we’re sorry to hear your order doesn’t appear to be up to scratch! We’ll do as much as we can to help while we’re in lockdown, but there’s a chance we’ll need to wait until we’re able to reopen before we can resolve any issues.

To get started, send us a message with a description of the affected product and the issue you’re experiencing here on our website.

Contact us about your order >

What health and safety precautions are you taking for your staff?

The health and safety of our teams is a top priority for us. We're maintaining increased hygiene and safe physical distances, and using PPE where necessary, to keep our teams and their communities safe.

And wherever possible, our national support office team is working remotely and doing their bit to keep our communities safe.


How do I return something for a refund during Alert Level 3?

We’re sorry to say we’re unable to accept returns for refunds or exchanges during our temporary closure under Alert Level 3 and 4. We’ll be here to help once we’re able to reopen at Alert Level 2, though!

For extra peace of mind right now, we've temporarily extended our Change of Mind Policy from 7 days to 14 days, which begins at Alert Level 2 instead of the date of your purchase. This is on the condition that the product is returned in its original condition with packaging and invoice. This temporary extension will apply for the duration of Alert Level 3 and 4.

For more information, see our Returns Policy >


How much does Click & Collect cost?

All Click & Collect orders are FREE.


How long will it take for my Click & Collect order to be ready to pick up?

We're always working hard to complete your orders as fast as we can but please note that there may be some delays. Your chosen store will contact you directly to confirm when your order is ready to be collected.

Find out more about Click & Collect >.


Can you deliver furniture and other large items into my home safely during Alert Level 3?

Yes, for regions in Alert Level 3 or lower only. All in-home deliveries will be contactless, and will follow guidance from our Government and our hygiene and physical distancing protocols.

Large item deliveries are also available in regions in Alert Level 4, but for essential items only. Non-essentials will be delivered once your region moves to Alert Level 3.

Learn more about in-home deliveries in Alert Level 3

Are installations available during Alert Level 3?

Yes, for regions in Alert level 3 or lower only. All installations will be contactless, and will follow guidance from our Government and our hygiene and physical distancing protocols to keep us all safe.

Learn more about our safe in-home deliveries and installation


What counts as an essential item?

We're taking lead from the Government and the Ministry of Business, Innovation, and Employment on what items fit the bill.

If you need items described below, we’ve got you covered:

  • Refrigeration appliances
  • Cooking appliances
  • Laundry appliances
  • Computers, tablets, and accessories for work or learning
  • Home office essentials
  • Heating
  • Bedding
  • TV and audio
  • Nursery products

And if our Government starts to find that more products are essential for Kiwis to stay safe and well, we'll do our best to supply them, too.

Being able to help Kiwis access essentials for their homes and family during Alert Level 4 means a lot to us, and we’re taking it seriously. For us, that means making sure we’re only selling essential products that we’re able to supply.

Along with being approved by our Government, our list of essential items is based on what items we have in stock.

If you find an essential item on our website is out of stock, we’re doing our best to get these back in stock – and if we can’t do that, we’re looking for similar alternatives. We’re also working hard to offer more choices within our Essential Items range. We really appreciate your patience while we do this.

Shop our Essential Items now


How will I know when your stores are opening again?

You can count on us to let you know - we’re already looking forward to welcoming you back into our stores!

Just keep an eye out here on our website, over on our Facebook page, and if you haven’t already, sign up to receive our emails to make sure you’re one of the first to hear the news.


I’ve received my order but it's damaged or not working properly. Can you help?

Firstly, we’re sorry to hear your order doesn’t appear to be up to scratch! We’ll do as much as we can to help while we’re in Alert Level 3, but there’s a chance we’ll need to wait until we’re able to reopen in Alert Level 2 before we can resolve any issues.

To get started, send us a message with a description of the affected product and the issue you’re experiencing here on our website.

Contact us about your order >


I need help to organise repairs for something I bought from Smiths City. Can you help?

We're sorry to say we're unable to help with product repairs during our temporary closure under Alert Level 3 and 4. You can count on us to help once we're able to reopen at Alert Level 2, though!

Just send us a message using our Contact form, including your contact details and affected product details, and we'll get back in touch to schedule your repair as soon as we're able to reopen at Alert Level 2.

Quick tip: Be sure to select 'Repair Request' as your enquiry type when you send your message.

Contact us about a repair request >


I’m worried about how I’ll make payments on my account at the moment. Can you help?

If your personal circumstances have changed due to COVID-19 and you're struggling to make your account payments, let us know. We have options to help get you through this difficult time, and our Credit team is standing by to help.

Learn more about how we can help with your finance and accounts >


How are credit applications processed?

When you make an application for credit in a Smiths City store or Online, your application will be sent through to the Smiths City Finance Credit Control team who will assess your information. We include a process called Credit Scoring as part of that process. Each application is assessed by a QFE accredited member of staff.

Can I pay with my EasyCard online?

Yes. The process is the same as if you were paying with a credit or debit card but you need to log in so that we know who you are.

Can I review my EasyCard account and pay my balance online?

Not at the moment but watch this space.

I want to change how I get my statements, how do I do that?

That’s easy, you can call our contact centre on 0800 764 847 or send an email to MyStatement@SmithsCityFinance.co.nz

How do I sign up?

Just continue to checkout and select Laybuy as your payment option or visit laybuy.com to create your account.

Who can use Laybuy?

Any NZ resident over 18 with a current debit or credit card.

How is my limit approved?

Your limit is assigned through our instant credit check upon sign up. If you don't have a credit score, Laybuy will assign you with $120. No extra information about you is required!

Is there anything else I should know?

A late fee of $10 will be applied to your account 24 hours after a missed payment. You can also spend more than your assigned limit, the excess will be added to your first payment.

If I dial the 0800 SMITHS (764847) number, does that put me through to my local branch?

Not straight away no, you will reach our contact centre first, who are more than happy to help with a variety of information including account balances and booking deliveries. If there is something they can’t help you with, they will put you through to the correct department at the store you need.

What finance products can I use to pay for my shopping?

At Smiths City we offer three types of finance through Smiths City Finance: EasyCard, Lifestyle and a Fixed Instalment option. For more details please visit smithscityfinance.co.nz

Do you offer laybys?

Yes, layby is available in-store.

Can I buy a gift card online?

Yes, Gift Cards are available for purchase online here.

I am getting married soon does Smiths City offer a registry service?

We’re working on an online solution that you can share with your friends and family but our stores are more than happy to help you create your list. In addition, we are happy to provide a giftcard that people can put money on if that works better.

Do you offer a delivery service?

Yes! When you’ve made your purchase online or instore one of our very nice Contact Centre staff will be in touch about delivery.

You send me too many promotions, I want to unsubscribe. How do I do that?

We’re sorry to hear that. Please contact us with your details so that we can update your profile. The next time you receive an email from us simply click the unsubscribe option at the base of the email. Make sure that you do this for any emails you receive just in case we’ve got a couple of email addresses for you. You can re-subscribe at any time through the website or our contact centre.