Stock Availability
- Stock availability shown on our website is for your reference only. While we strive to provide the most accurate and timely stock information on our website, on some occasions it’s possible that an item you have ordered may be out of stock. If this occur and your order was placed on “back order”, we will notify you to either a full refund or to wait on the arrival of new stock.
Shipping
- Most orders are shipped directly from our warehouse by regular courier delivery partners. Delivery charges apply.
- When your items leave the warehouse, you’ll get a email with a tracking link. Tracking updates can take up to 2 days to update accurately.
- Once you’ve received an email or SMS that your items are in transit, please allow:
- Metro delivery: Within 3-10 business days
- Regional delivery: 7 – 15 business days
- Remote delivery: Within 21 business days
- For orders from Melbourne and Sydney we will arrange same day Courier to deliver items subject to availability. We will SMS the delivery date and time windows. Selection of a date of delivery is available with this service. Someone needs to be home to help unloading the van for some heavy items.
- Selection of a date and/or time of delivery is unavailable with regular courier delivery. We’ll try to send all products from the same order in one delivery, but it is the delivery drivers’ decision as to how multiple items will be delivered.
- Additional orders will incur separate shipping costs and delivery.
- Authority to leave is required to allow a contactless delivery without signature. The courier will leave the package unattended at your address only if there is a secure location available (as deemed by the courier). In the event the courier believes the location is not secure, they will not leave the package unattended and a re-delivery or collection from a courier depot will need to be arranged. Please note there may be additional re-delivery fees payable by the customer.
- Due to Australian Occupational Health and Safety regulations, we are only able to guarantee delivery to the front door or garage on the ground floor. This includes, but is not limited to, steps that are immediately outside the premises which must be climbed to gain access to the property.
- According to 3rd Party Courier’s delivery policy, the driver is not allowed to carry any items into customers’ properties such as units, business buildings or any other flat buildings which are in upper levels. Please note that the proposed delivery time is taken for whole day and extra charge will be included if special arrangement for delivery is requested.
- We kindly ask that you arrange people who can accept delivery.
Damaged / Faulty item / Missing Parts
- If an item arrives damaged / faulty or missing any parts you are required to notify us within 5 working days.
- In addition to a detailed description, you are required to provide images (or a short video clip if more appropriate) of the damage /fault.
- Please retain the original packaging so you can repack the item for return otherwise you will need to obtain your own packaging in the case you have disposed of it.
- It is the Customers responsibility that the items are returned sufficiently packaged in as near condition as they were delivered to prevent any further damage whilst the returned goods are in transit. We Reserve the right to withhold a portion of your refund should additional damage be caused due to improper wrapping.
- Once assessed and approved by our customer service team, you will be contacted with a solution. In most of cases, we will offer remedies depend upon the circumstances.
- Send replace parts of the product (subject to availability)
- Offer a partial or full store credit voucher or refund
- Replacements will not be provided if products are being misused, mishandled, mistakenly installed or damaged during installation. Although most of our customers manage to install their flat pack furniture themselves, we strongly advise that you use a qualified tradesman to install flat pack furniture, especially if you have never had previous experience with flat packs.
Customers are responsible for following any instructions and any advice given by the manufacturers. - Please do not attempt to return the item/s without our approval. If you decide to return non damaged items of your order, then our return policy will apply for those items.
- When it is requested that a faulty/ damaged item be returned, you must repack the item sufficiently in the condition as when received with all components and contents including any hardware or installation manuals that were provided. If you don’t have the original packaging, then you may repack the item using your own packaging.
- If the item has been assembled or has been partially assembled after delivery then it would have to be dismantled and sufficiently repacked so it can be returned.
- In most cases we will provide you with a return label to print and attach to the packaging for our courier to collect.
Failed Delivery Attempt/ Return to Sender
- If your order is returned to us due to a Refused Delivery, Incorrect Address Supplied, Insufficient address supplied, we reserve the right to charge a redelivery fee.