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Shop online for selected essential items and we'll deliver them to your door. Our stores will remain temporarily closed. Need a hand? We’re here to help >
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Why are you closing?

We’re proud of our Government’s response to COVID-19 and we give them our full support as they work to protect our communities.

Our stores will remain closed for the duration of Alert level 4 which requires non-essential services to close.


Are all of your stores closing?

We’re doing our bit to unite against COVID-19 and save lives. For now, all stores are temporarily closed so we can keep our teams, customers, and communities safe.


How long will you be closed for?

Our stores will remain closed for the duration of Alert level 4 which requires non-essential services to close.

We’re unable to confirm a date that we will be able to reopen at this stage.


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.


Can I still use Click and Collect?

While our locations are temporarily closed during Alert level 4, we’re sorry to say that Click and Collect will be unavailable.


Can I still order online?

You can shop online for selected essential items for your home and family and we’ll deliver them to your door.

When it comes to our selected range of essential items, we’re taking lead from the Government and the Ministry of Business, Innovation, and Employment on what items fit the bill.

If you need refrigeration, cooking, or laundry appliances, computers and tablets for work or learning, home office essentials, heating, or nursery products, we’ve got you covered. And if our Government starts to find that more products are essential, we'll do our best to supply them, too

Non-essential items will continue to be unavailable until Alert Level 4 is lifted and non-essential services are able to reopen.

You’re welcome to keep browsing these items until we start accepting online orders again though! Just save your favourites to your Wishlist so they’re nice and handy to add to your cart when normal online shopping is available again.


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

Our stores are temporarily closed while our teams stay safe and unite against COVID-19.

If you have an outstanding order, we'll be prioritising the delivery of your order once we're able to reopen after Alert Level 4 is lifted.

Here's what we can do for you now:

1. Deliver your order when we reopen: If you're happy to wait for your order to be delivered once we reopen, great! Delivery of your order will be prioritised once we can reopen. If you'd like to go ahead with this option, you don't need to do anything at all. You'll hear from us again directly once we're able to reschedule your delivery.

2. Cancel your order: If you'd like to cancel your order and receive a refund, please let us know. To this, either reply to your order confirmation email we sent you, send us a message here on our website, or call us on 0800 764 847 - just remember to have your order number handy.

Thanks so much for your support and patience during this difficult time.

Contact us about your order >


When will my order be delivered?

Outstanding orders for essential items

If you have an outstanding order for essential items and we've confirmed we're able to complete your order, you can expect your order to be delivered within 7-14 days after receiving your order dispatch email.

Once we have organised delivery, we send you an email with those details.

  • For small items, we’ll courier your order to you via NZ Post and email you the tracking details
  • For large items, we’ll contact you directly to organise a time to make a contactless delivery to your door

All of our deliveries are now contactless to keep you and our teams safe.

Outstanding orders for non-essential items

If you have an outstanding order for non-essential items, we'll be prioritising the delivery of your order once we're able to reopen after Alert Level 4 is lifted. 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.

Be sure to keep an eye on our website and our Facebook page for news and updates throughout Alert Level 4.

Have a question about your order? Contact us > (P.S. Remember to have your order number handy!)


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 >


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
  • 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 the COVID-19 Alert Level 4 lockdown 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 – and in particular, what stock we have available in the limited locations we’re able to fulfil orders from, our Colombo Street store and our Christchurch Distribution Centre.

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 >


I ordered something from my local store before the lockdown and I haven’t received it yet. Can I cancel my order and get a refund?

If you ordered a product in-store before the lockdown started, and it’s NOT an essential item, we’re unable to cancel and refund your order until the lockdown is lifted. We’re really sorry for any inconvenience this might cause.

On the other hand, if you ordered a product in-store before the lockdown started, and it IS an essential item, we’re doing our best to contact you directly and organise delivery of your order. You order delivery timeframe will vary depending on essential item stock availability. We appreciate your patience while we work to support our communities’ essential needs during this time of unprecedented demand.


How do I return something for a refund during the lockdown?

We’re sorry to say we’re unable to accept returns during our temporary closure. We’ll be here to help once we’re able to reopen, though!

Keep an eye out here on our website or our Facebook page for news and updates.


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 >


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 COVID-19 Alert Level 4. This is due to Smiths City not meeting the requirements of an essential service. You can count on us to help once we're able to reopen, 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.

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 during Alert Level 4. 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 >


I usually make my account payments at my local store. How can I do this during the lockdown?

The good news is we’ve got a few options for you! You can continue making payments on your EasyCard or finance contracts and accounts by internet banking or phone banking directly to our bank account:

Account Name: Smiths City (Southern) Ltd
Account Number: 12-3244-0006330-04
Bank: ASB Bank Limited
Reference: Your account number

We're sorry to say we're unable to accept payments by cheque during Alert Level 4.

Contact us for 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.

I have been told by phone / email / text that Smiths City has changed their bank. Is this correct?

Yes. We are transitioning from ANZ to ASB. We have been in touch with customers who have manually set up payments to ask that they update their payment records. Our new bank details are:

Account Name: Smiths City (Southern) Ltd

Account Number: 12-3244-0006330-04

Bank: ASB Bank Limited


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

What is GoldCare?

GoldCare is our extended warranty package that is available when you purchase any appliances and furniture products. GoldCare is available in-store only and can be purchased within 12 months of your original purchase to still take effect.

Do you offer laybys?

Yes, layby is available in-stores.

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.