Delivery & Returns

We aim to dispatch your items the same or following day of your order once payment is received in full (unless it is a pre-ordered item).

Delivery time is usually 2-3 working days from dispatch, unless to a rural address. If you require an urgent delivery we will happily organise this. You are also welcome to collect your order within Auckland if you wish.
Email us at info@urbanhome.co.nz to arrange.

Important note: When your order is delivered, please check that there is no sign of damage before you sign for it. If any damage has occurred in transit and you sign for it, we are not liable to replace the item. A signed delivery is entirely at your own risk. If you feel that the packaging and item appears damaged, please inform the driver. If it is not appropriate to open and check the item at the time of delivery, you can record “S.T.I.” (Subject To Inspection) with your signature then notify us as soon as possible if any damage is found.

Target delivery times after items are dispatched
North Island: 2-3 days
South Island: 3-4 working days
Rural or island areas: add an extra 1-2 days
Australia: allow 2-6 days

Costs
We offer FREE Shipping within New Zealand when you spend a minimum of $50. This excludes larger, heavy furniture items, which are a $25 flat rate delivery.
For orders less than $50 we offer $6.00 flat rate shipping.

Other delivery charges:
Australia: from $15.00 (small-medium items)
Please note that we cannot ship furniture items outside of NZ.

Signature Required
All of our deliveries require a signature so please select an address where there is likely to be someone to sign, confirming that the item has arrived in expected condition with no damage. Otherwise a calling card will be left for you.
We usually use Post Haste Couriers and your order can be easily tracked if it has not been received within a reasonable time period.

Any signature on delivery means that the item has arrived to you in expected, undamaged condition and we are not liable for damages.

International Deliveries
If you require delivery outside of New Zealand, we are happy to organise this. Please contact us at info@urbanhome.co.nz for rates.

Returns Policy
We understand that sometimes when you make a purchase online it may not be exactly what you expected. Therefore we accept returns for a credit or exchange within 7 days of purchase if the goods are completely un-used, in original packaging with any tags still attached. You will need to notify us by email at info@urbanhome.co.nz so that we can let you know how to return the item to us. If we are completely satisfied that the item is in the same condition as when we sent it to you we will happily exchange the item for you or credit the purchase price, less all freight costs.
We do not accept returns on sale or clearance items.

Urban Home reserves the right to refuse the return if the goods are shown to be used or damaged in any way. We take no responsibility for damage that has occurred in transit.

We thoroughly check all our items before they leave us but if you feel an item is faulty please contact us and we will arrange a replacement where possible. If a replacement is not possible, we will arrange a full refund.