DELIVERY

How much is shipping?


Shipping is FREE on orders over $399. For orders under this threshold: North Island (non-rural) $29.00, South Island (non-rural) $45.00


PLEASE NOTE our free delivery excludes commercial orders.


Do you deliver to rural, RD or non standard delivery locations for free?


We DO NOT offer free delivery to rural / RD addresses, please provide an alternative address for delivery.


If your delivery address falls outside our carriers normal delivery zones there will be an extra freight charge, this is typically remote parts of New Zealand. Please contact Cintesi on 07 577 6138 or via email here if you have any questions regarding your delivery location.


Does someone need to be home to accept delivery?


We recommend having your order sent to your work address if being at home during business hours is not an option. However, you can request for your items to be left in a safe location at your risk.


Cintesi's preferred carriers will require a signature/receivers name as proof of receipt – if you have requested goods to be left the driver will sign for this.


In rare cases where the driver cannot get hold of the receiver the items will be returned to Cintesi Tauranga and you will be liable for any additional freight charges.


Does the freight fee include insurance?


Yes, freight costs include full insurance.


Does the free freight policy include delivery past ground level?


No. Our free freight policy includes delivery the ground floor or a loading dock only. Should you wish to have your item delivered to past ground level you will need to contact Cintesi on 07 577 6138 and we can provide you with a quote.


How do I track my order?


As soon as your order has been dispatched we will send you an email to confirm that it's on the way. This email will also have your tracking number, so it's really important that the email address is entered correctly when the order is placed.


How long will my order take to arrive?


Cintesi will aim to dispatch in stock items within 48-72hrs of receiving full payment – these timeframes can be significantly altered in peak times.


Typical delivery times expected are:

    • 2 – 3 business days for North Island main centres,
    • 3 – 5 business days for general North Island,
    • 5 – 7 business days for South Island.

Please note these delivery timeframes are an indication and will alter at peak freight times (Nov – Jan). These timeframes start from the day the item/s is dispatched from Cintesi.


Can I request a specific delivery date?


If you wish to delay delivery or you require a specific delivery date, please email your order number to customer service or call us on 07 577 6138.


Please note there may be a charge for deliveries required on specific date.


Do you include free shipping with trade discounts and commercial orders?


Free delivery does not apply to orders with trade discounts or some commercial orders.


How much is delivery for a commercial order?


We offer New Zealand wide freight for all products in our range. We will provide the freight pricing as part of the quote provided for trade discounts and commercial pricing.


For any questions please call us on 07 577 6138 or email us.


Can you ship to my country?


Cintesi is a New Zealand based business and we only offer shipping within New Zealand.


If I choose to click and collect how long will it take for my order to arrive?


We aim to have your order ready in Tauranga within 1-3 working days, Auckland please allow 3-5 working days.


As soon as your order is ready for collection our team will be in contact.


Shopping

How do I change details on my Cintesi online account?


Once you have signed up, you'll be able to log into My Account anytime you want. This is where you go if you want to change your password, email address, delivery information and card details.


If you haven't visited us in a while its worth checking My Account to make sure all your details are up to date.


I have a business account with Cintesi, is this the same as an online account?


No, if you hold a business account with Cintesi, this is not related to our online accounts. For quotes, orders and any other queries please contact us on 07 577 6138 or via email.


Do I need to create an online account to shop with you?


No, new customers are able to checkout as a guest when shopping with Cintesi Online.


We do recommend setting up an account as it will allow you to order without having to fill in your details every time you shop with us. Plus it will give you benefits such as order tracking, regular newsletters.


You can sign up right now, or start shopping straight away and set your account up when you check out, whichever suits you best.


Just follow the simple steps on screen and remember to have your payment and address details on hand.


When will I be charged?


As soon as you place your order on Cintesi.co.nz your credit card will be charged.


Can I pay for my order upon delivery?


Unfortunately we are unable to offer payment upon delivery as our preferred carriers are not equipped to receive payments.


As such full payment is required before your order is dispatched.


How do I make payment via direct deposit?


You will find all the account details for Cintesi on the copy of your invoice. Please ensure you include the following information: * Contact Name * Document Number


If you have not yet received a copy of your invoice please email accounts.


How do I use the promo code?


Please type your promo code into the promo code box on the first page of the cart (my bag). Then press the APPLY CODE button.


Please check your discount code has been applied before pressing the next step button. If your code is not correctly applied at this stage, we can credit the difference, please contact us via email here.


Can I order an item that is not in stock?


Yes, if the item is showing out of stock on our website you can process the order just as you normally would.


The new shipment date will show on the product page of the item you have purchased. You can find out more about out of stock items here.


I want to amend/cancel my order


We're really quick at picking, packing, and processing your order to make sure you receive it ASAP. This means you have a short period to contact us with any changes; we will happily amend/cancel any order which has not yet left us.


If your order has left us, you will liable for freight both ways (as per our returns policy). Read more about our Returns Policy.


TECHNICAL


I have not received an order confirmation email from you


If you do not receive a confirmation within 12 hours of placing your order we recommend you check your Junk folder, in case our emails are going in there.


If this is not the case, then the incorrect email address may have been entered on the order. Please check your account details to ensure your email address is spelt correctly and it's your valid email address.


If you are still unable to work out why you are not receiving a confirmation email then please email Customer Support and we will look into this for you.



Is it safe to use my credit card online?


When you enter your personal information on our website we use Secure Sockets Layer (SSL) technology to protect your information as it is transmitted to us.


Where an online retailer uses SSL technology, at the checkout the online retailer serves and your PC encrypts everything that you enter into your computer, such as credit card details, billing and delivery address. When it is encrypted, generally other computers are unable to make sense of it, therefore keeping the information private while it is being transmitted.



I can’t log into my account


When you want to shop with us or access your account, we ask you to sign in. If you find that your email address or password is not recognised, please make sure you are using the same email address and password that you used when you registered with us.


If you can't remember your password, just type your email address in to the 'Forgot Your Password?' box on the My Account page, and we'll send you an email to reset your password.


You can change your password, main email address or any of your other details at any time just by signing in to My Account.



RETURNS


What is your in store returns policy?


At Cintesi we aim to provide you with quality products at all times, however if you have purchased an item from Cintesi and believe it to be faulty, the below conditions apply. Faulty items should be returned and can either be replaced or refunded.


If for any reason you're not happy with any of the items, you can return them by taking them into either our Tauranga or Auckland showrooms within 14 days of purchase.


Returned items must be in new, unused condition, with all the packaging. We can either provide a full refund on the item(s), or exchange them for another style, size or colour that you may prefer.


We will refuse returns of items where it's obvious that the above conditions have not been met.



What is your online returns policy?


As above with you in store policy, if you have purchased an item from Cintesi and believe it to be faulty, the below conditions apply. For faulty/damaged items these can either be replaced or refunded. Please contact customer service via email or on 07 5776138. Please note you will be asked to send photos of the damaged items.


If for any reason you're not happy with any of the items, you can return them within 14 days of receiving. Please contact Cintesi via email or 07 577 6138, we will arrange collection with our carriers. Please note you will be liable for freight both ways for a change of mind purchase, your reimbursement will be less this freight.


Returned items must be in new, unused condition, with all the packaging. We can either provide a full refund on the item(s), or exchange them for another style, size or colour that you may prefer.


We will refuse returns of items where it's obvious that the above conditions have not been met.


See our full Returns Policy here.



When will I receive my refund?


Once the goods have been returned to Cintesi and inspected, we will process the communicated refund.


You will receive and email to let you know you have been refunded, however, this can take up to 5 days to show in your account.



I have received the incorrect item


We're so sorry you have received an incorrect item in your order, let us know straight away by contacting our Customer support team on 07 577 6138 or via email. We aim to reply to you within 24hrs.


Will my refund include shipping charges?


No sorry, shipping charges on returns are not refundable.