FAQs. General Information
How is the shipping fee calculated?
Our shipping fees are calculated based on the weight, size, address, and service availability. We work hard with national freight companies to keep it reasonable, so that more customers can enjoy our products. If you are located in Metro Melbourne – we can offer a self-pick up option from our local Bayswater North warehouse.
Do you have a showroom where I can view your products?
You can visit us by appointment in the south eastern suburbs of Melbourne. Please check our address. If you decide to buy our products in store, the order will still be needed to be placed online yet you can collect them on the spot!
How will I receive my order?
We will deliver your order to your door or you could choose the self-pick up option which can be activated if you call us on 1300 97 1288 .
Once your order has been placed, we will send you a confirmation email, the administration team will take 2-3 days to process your order (we only dispatch every Monday, Wednesday and Friday) and then organise the shipping. Should you choose delivery or self-pick up, we will send you a follow up email after processing with details of your tracking or instructions on pick up.
Are my personal information and payment details secure?
Yes, we meet applicable regulations and PCI DSS (Payment Card Industry Data Security Standards). Please see T&Cs for more about security.
Why can’t I access my account?
You can opt in to open an account at check-out. Newsletter subscription is to join the mailing list not to open an account. Attempts to sign-in without a user account will be locked out for security reasons.
Do you Match Prices?
Price matching is decided on a case by case basis. Contact Us as we may need a screenshot of the competitor’s advertised price for the identical product. We will investigate and let you know whether a price match can be authorised.
Please be aware of the following guidelines:
- We do not match items on clearance;
- The product must be in stock and available for purchase on the competitor website;
- We do not match shipping costs.
What types of payment do you accept?
We accept Mastercard, Visa, American Express and debit cards issued in Australia. We also accept payments through PayPal and Afterpay. Please contact us if you’d like to use bank transfer (EFT).
Where can I enter my Coupon Or Voucher Code?
You may enter a coupon or voucher code in three different places:
- Payment section of checkout
- Review section of checkout
What if the item I want is Out Of Stock?
We strive to maintain product availability of all items listed in our website, however due to the success of a particular product or supply delays, it is possible that an item can be temporarily out of stock.
Please contact us for an estimated date for the product to be back in stock. You may still place an online order if it allows for a backorder, which can take up to 16 weeks. Or, if we cannot meet your need, we will arrange a store credit or refund for the order placed.
Can I change or cancel an order?
We are not able to add items to your order. If you wish to purchase more items, we kindly ask you to place another order.
If you wish to cancel an order, you may receive a coupon code as the store credit or a full refund to your original payment method (per your preference). We cannot refund the delivery fee if the shipping has been booked nor the administration fee which is 5% of the order or $10 (whichever is greater).
The administration fee is needed to recover any fees charge by thrid parties, for example shipping and payment service providers.
For more information on returns and exchanges, please see T&Cs.
Can I see my past orders history?
Do you offer trade program for bulk orders?
Yes, please feel free to contact us to discuss about discount for trade accounts and bulk orders.
Where do you deliver to?
We only ship to physical addresses in Australia, excluding PO Box and some remote or difficult to access areas (islands for instance).
Driver will only unload at the ground level for furniture delivery.
If shipping cost cannot be calculated, it may need to be quoted on a Price on Application basis.
What delivery time frame options are available?
Economy shipping will be available by default for furniture items.
Estimated delivery time frame:
- Economy: dispatch in 2-3 working days, plus time to transport 4-12 working days
How do I track my order?
Once the shipment is booked, you will receive an email notification directly from the shipping company with tracking details. In some cases, the online tracking could take 24-48 hours to update accurately.
You can contact the shipping company directly and quote your tracking number. They may provide you with more accurate tracking information over the phone. Please feel free to contact us if you have any questions.
Do I need to be home for delivery, any "Authority to Leave" option?
Someone needs to be home to sign as we cannot leave the goods unattended.
The courier company will contact the customer directly to arrange a suitable time. If no one at home to receive the order when the delivery is attempted, the driver will leave a card. Please contact the number on the card soon. Fees may apply if the order is to be re-delivered. But you may be able to pick up from the depot.
Driver will only unload at the ground level for furniture items delivery.
What if product is missing or damaged in transit, any insurance cover?
We cover the costs of transit insurance. If item found to be damaged or lost in transit, please inform us immediately with colored photos/videos of broken packaging box, close-up details, and the whole of the product to our support email: firstname.lastname@example.org.
We will deliver a replacement to you as soon as possible. If the item is out of stock, we may place a back order, or provide a full refund.
Can I arrange my own freight company, or pick up my order?
Yes, you can pick up by yourself or arrange your own courier/freight company to collect your order. Please ensure your vehicle or the freight provider is appropriate to transport bulky goods. Please contact us prior to arrange the pick up.
What's your return policy, can I return an item?
If you change your mind you may return the product within 14 days of the date of delivery, provided that you pay the return shipping fee, and the product is:
- returned in its original condition;
- in its original unopened and sealed packaging; and
- accompanied by proof of purchase.
However, we cannot accept return of “Made to Order”, Customised items, or items marked as “Clearance” or any form of Display Items.
All change of mind returns will receive a store credit (coupon code) minus any shipping costs to return the item back to our warehouse.
What if I receive a defect or damaged product?
If the item arrives to you in a damaged condition and if it is the clear result of damaged packaging, you should take photos or video showing the detail of damage, refuse to accept the delivery and contact us immediately.
If an item is found to be damaged/faulty after it has been received by you, please take photos or video clearly showing the damage/fault and contact us by replying order confirmation email, within 2 business days of receiving your delivery.
The type of resolutions we offer will depend upon the circumstances. We will work collaboratively with you to find an outcome that you’re happy with. For example we may arrange to:
- suggest a self repair (with an offer of compensation/rebate to you)
- arrange a repair by a local tradesperson in your area (with an offer of compensation/rebate to you)
- offer a partial credit voucher or refund, if the item is agreed to be still in an acceptable condition
- arrange for the product to be returned to us with a free replacement (subject to availability)
- a full refund in the case of an unavailable replacement to be offered
If we ask you to return the product to us, we will pay for the cost of the return. We’ll arrange a replacement shipping.
Is there Warranty and what does it cover?
Our products carry a 1-year factory warranty unless differently stated on the product page. Warranty period commences from the date that goods are received.
The warranty covers the replacement or repair of any product having a manufacturing or material defect that is not the result of normal wear and tear, or a natural characteristic of the material used. The warranty does not cover damage or faults caused by customer use.
The warranty is not transferable. Warranty does not apply to goods that have been altered by the user in any way. For more information please see T&Cs.