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How do I know what colour traffic light setting my local store is operating under?

Good question. You can search for your local traffic light setting on the Unite Against COVID-19 website using the traffic light map. We'll also have signs on our door so you know exactly what you have to do when you visit us under any traffic light setting.

My local store is in a Red traffic light region. Are you still open? Can I shop in-store?

Yes, we’re open – pop in and see us. Just be sure to sign-in using the COVID Tracer app, sanitise and wear a mask.

Under the Red traffic light setting, there are store capacity limits meaning we can only have a certain number of customers in-store at any one time. No stress though – our teams will take care of this. We’ll make sure we never exceed our customer capacity limit. Keeping our customers and teams safe is extremely important to us.

My local store is in an Orange traffic light region. Are you still open? Can I shop in-store?

Yes, we sure are. When you come to see us, please remember to sign-in using the COVID Tracer app, sanitise and wear a mask.

Similar to the Red traffic light setting, under the Orange traffic light, we have store capacity limits. Again, we’ll take care of this so no need to worry.

Under the Orange or Red traffic light settings, will I have to queue to enter a store?

It's unlikely you'll need to wait to visit us in-store, but under the Orange and Red traffic light settings, we’re taking steps to monitor the number of people in-store. You'll only have to queue if the number of people in a store at any one time is above our capacity limit. This limit is different for each store and is based on store size. If we reach our limit in any of our stores, we'll admit customers on a one-out, one-in basis.

What's the major difference between the Red, Orange and Green traffic light settings when I shop at one of your stores?

It's pretty similar across the settings. In Red, Orange and Green, all customers must scan in using the COVID Tracer app or sign-in sheet and sanitise their hands before entering our stores.

The only difference is that in the Green setting, masks are no longer mandatory.

Will I need a My Vaccine Pass to shop at one of your stores?

No, you don’t need a My Vaccine Pass to shop at any of our stores. Just remember to sign-in and sanitise before heading in-store. Masks must also be worn during the Orange and Red traffic light settings.

Should the Government’s position on the use of My Vaccine Pass for the retail sector change, rest assured, we’ll take appropriate action.

Why aren’t you using My Vaccine Pass?

At the moment, My Vaccine Pass has not been mandated for the retail sector, provided businesses operate within the limits outlined under the traffic light system. We’ll continue to take the lead from the Government where My Vaccine Pass is concerned.

Do I still need to scan in using the COVID Tracer app when we’re at the Green traffic light setting?

Yes – you must sign-in using the COVID Tracer app. This goes for all colours of the traffic light system – Red, Orange and Green. If you’ve left your phone at home, please sign-in using the sign-in sheet.

What health and safety precautions are you taking under the traffic light system?

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

High contact surfaces (like EFTPOS machines, door handles, etc.) are regularly and thoroughly cleaned.

Our team members all wear masks and frequently sanitise their hands using alcohol-based hand sanitisers. We’ve also set up hand sanitiser stations in-store for our customers to use.

Can I still shop online?

Absolutely. You can shop online just as before. Just bear in mind that there might be some delays if you’re in a Red traffic light region.

Can I use Click & Collect if my region is at the Orange or Red traffic light setting?

You sure can. Click & Collect orders are available at your local store during at all stages of the traffic light system – whether that be Red, Orange or Green. Be sure to wait until you receive an email that confirms your order is ready for collection before visiting us to collect your order. Find out more about Click & Collect.

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 >.

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.

Are installations available during the Orange or Red traffic light settings?

Yes, we're able to install across all levels of the traffic light setting - whether that's Red, Orange or Green.

All installations will be contactless, and will follow guidance from our Government on hygiene and physical distancing protocols to keep us all safe.

Learn more about our safe in-home deliveries and installation

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’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.

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

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

Not at the moment but watch this space.

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.

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.

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!

Who can use Laybuy?

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

How do I sign up?

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

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.