Thanks for your patience and kindness. We’re processing orders as fast as we can but please note some may take 7-12 days due to unprecedented demand.
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Can I still order online?

You sure can! And you can now shop our WHOLE range. Just choose contactless delivery or free contactless Click & Collect at the checkout.


Why are some items on your website still not available to order?

In Alert Level 3, it’s still really important to us that we only sell what we can supply. We have limited stock available of many items right now while we work to get our supply chain back up and running.

If you can’t order an item, it’s because we’re not as sure as we’d like to be that we can supply it in a timeframe we think is suitable. If you spot something like this on our website that you’d like to order anyway and are happy to wait for, just let us know.


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

If you have an outstanding order that you made pre-lockdown, we're prioritising the delivery or collection of your order during Alert Level 3. You’ll hear from us directly when we’re able to reschedule contactless delivery or collection of your order.

Be sure to keep an eye out here on our website for news and updates.

Contact us about your order >


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 >


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.


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 due to high order volumes and stock availability.

For the latest information our delivery timeframes, visit our Delivery page.


Can I use Click & Collect now?

You sure can! Click & Collect orders will be available at your local store during Alert Level 3, starting Tuesday 28 April. We've made Click & Collect contactless for the time being to keep us all safe.

Learn more about Contactless Click & Collect >


How much does Click & Collect cost?

All Click & Collect orders are FREE.


How does Click & Collect work during Alert Level 3? Can I enter stores to collect my order?

We've made Click & Collect contactless for the time being to keep us all safe. Collecting your Contactless Click & Collect orders from our stores will look a little different to what you might be used to. You can learn all about what to expect here.

Learn more about Contactless Click & Collect >


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

We're working hard to complete your orders as fast as we can but please note that there may be some delays due to high demand and stock availability in your area.

Your chosen store will contact you directly to organise a collection timeframe.

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

Yes! All in-home deliveries 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 >


Are installations available during Alert Level 3?

Yes. 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 >


Can we shop in-store at Alert Level 3?

No, sorry. For your health and safety, and that of our teams, in-store shopping and account payments is not available during Alert Level 3. You can count on us to let you know - we’re already looking forward to welcoming you back into our stores!


Are your teams wearing protective equipment?

Yes. Our stores are staying closed for shopping for the time being, but our store and delivery teams are still working under strict physical distancing and hygiene protocols.

This includes wearing the necessary Personal Protective Equipment (PPE), like face masks and gloves, as outlined by our Government.


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

Along with maintaining strict hygiene and physical distancing rules, and using the necessary PPE, our in-store and delivery teams are being partnered up during operating hours throughout Alert Level 3. The idea here is to limit the number of bubbles that are mixing while we’re in Alert Level 3, to keep our teams and their communities safe.

And wherever possible, our national support office team is working remotely and doing their bit to stop the spread of COVID-19


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.

If you'd like to cancel an online order, call us on 0800 764 847 with your order number as soon as you can. If you cancel your order before we dispatch it, we can provide you a full refund. If your order has already been dispatched, we're unable to cancel your order. Instead, please follow the returns process after your order arrives. Please note that your delivery fee may not be refunded in this situation.

Contact us about your order >


I have a gift card that expires soon. Will you still honour it if it expires before I can shop in-store?

Yes!


Can I order photos and other items from your Imaging Centre during Alert Level 3?

Yes. Online orders for our Imaging Centre are able to be collected contactlessly from your local store during Alert Level 3, starting Tuesday 28 April.


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 for in-store services so we can keep our teams, customers, and communities safe.


How long will you be closed for?

Our stores will remain closed for in-store services for the duration of Alert level 3 to keep us all safe.

We’re unable to confirm a date that we will be able to reopen at this stage, but you can count on us to let you know! Just keep an eye out here on our website or over on our Facebook page.


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

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.