Shipping & Returns
Free Shipping Exemptions
We offer Australia-wide Free Shipping on hundreds of items which will be offered on individual product pages.
Some postal codes may be exempt from free shipping or cannot be delivered to. In such cases, we will consult with our courier partners to find out if we can have your products delivered to you for an extra shipping fee that will be added to your order directly. We will inform you of this extra shipping cost prior to finalizing your order. You will have the option to cancel your order if you choose not to proceed with your purchase.
All items are posted via our courier networks Australia wide only. We do not ship internationally. Your order will be delivered to the delivery address provided by you during the checkout process after your order is finalised. If you’re not home to receive your parcel and the driver feels it’s not safe to leave, a calling card will be left and you can contact the courier direct to organize the re-delivery of your parcel.
Please note that the delivery location and order size will ultimately impact the speed of delivery. As such, allow up to 20 business days for all deliveries in the event of a delay. Please allow up to 15 business days for non-fragile rural deliveries. Additional delivery lead times may apply to rural and regional areas in all states for all orders.
All deliveries are to the front door and ground level only. For larger high value items, we may be able to offer alternate delivery service, however this is not available for all items and all areas. If access is difficult, not to ground floor, or you require product/s to be carried inside or upstairs, please inform us in advance or when you place an order as additional charges may apply.
It is your responsibility to make arrangements for someone to be available at the delivery address on the day of the delivery. If the address in unattended:
a) delivery is deemed to have occurred and we may leave the goods unattended in a safe place at that address, and/or
b) we elect to re-deliver goods to you, the receiver or a third party/address, we will charge you for the costs of the re-delivery including any storage costs we may incur. You guarantee to pay any additional charges within seven (7) days of notification;
We cannot deliver to PO boxes or Parcel Lockers because they’re usually too small to accept most of the items we sell. Most of our goods are delivered by courier or specialist furniture carrier directly to your door.
Rural and Regional Deliveries
A ‘door to door’ service is not possible in some locations throughout Australia. (e.g. farms, addresses outside of regional towns, etc.)
Also, if goods are too heavy or large and a driver cannot safely pickup or deliver the goods on their own, the consignment must be dropped off and picked up from a local depot by the customer.
If a package is returned to us marked undeliverable, we will contact you to organise re-delivery at your own cost. If you do not respond, you will be refunded the original purchase price but not the shipping charges.
Delivery of all items is subject to availability, and we cannot accept responsibility or liability for any items our suppliers are unable to supply. After you have placed your order and we have processed your payment, we will provide you with an email confirmation stating that we have received your order and it is being processed. This email does not guarantee that the product(s) you have ordered is/are available. Your order represents an offer to purchase, which we accept when your products are dispatched and we send you an email confirming that your order is now complete and we have finished processing it.
In the unlikely event that a product is unavailable, we reserve the right to cancel your order prior to dispatch. We will contact you by email as soon as possible to inform you and offer you a store credit or a refund to the value of the unavailable product.
Important Shipping Update
After your order is finalised, we will try our best to get these delivered to you as soon as possible. However, due to current COVID-19 restrictions and increased parcel volumes, things are moving a little slower once they leave the warehouses. Please allow additional time for all deliveries, due to delays with courier networks that is beyond our control.
General Returns (including Change of Mind)
If an item is faulty please let us know and we will arrange to have it replaced, however, we do not offer returns for change of mind. So, please ensure you check the product details properly or contact us to clarify anything prior to purchase. If you’re not happy with your purchase you may return the item at your own cost and we will issue you a store credit. Items returned must be in ‘as-new’ condition and packaged securely in the original packaging with tags still attached. This means you have not used, assembled, damaged, washed or laundered any of the items, in order to receive a store credit. If you would like to return your items, please send us a notification via our ‘CONTACT US’ page or email us directly on email@example.com, WITHIN 3 DAYS OF RECEIVING DELIVERY. We will give you instructions on how to return the item. Unfortunately, no exchanges or returns are offered for sale items or back-ordered items.
We reserve the right to refuse any returned items that have been damaged after they are received by you, or if they are not in new condition and original packaging. Refused items will be posted back to you and additional postage will be charged. We accept no responsibility for returns that are sent by non-traceable postage methods and are not received. Unfortunately without the items we cannot issue an exchange or refund. We strongly suggest you send your returns using a traceable method.
Faulty Products & Significant Differences
If a product is faulty, significantly different than advertised, or not fulfilling its purpose, you must notify us via our ‘CONTACT US’ page or email us directly on firstname.lastname@example.org, WITHIN 24 HOURS OF RECEIVING DELIVERY. You will be advised to take and send photos and/or videos of the issue to illustrate the problem. Return deliveries must be requested first for authorisation prior to returning the product(s). Unauthorized returns will not be accepted. Once assessed and approved by us, you will be contacted about how to proceed with the return, refund or replacement process. Please do not attempt to return the item without our approval and instructions on how to proceed with your return request.
If you are requested to return the faulty product(s), it must be returned in a safe order for inspection and assessment. We require the faulty product(s) to be packaged adequately in the original packaging, including any accessories and parts, and not assembled or partly assembled in any way to avoid additional damage in transit.
Where a product is found to be faulty, significantly different than advertised, or not fulfilling its purpose, we will offer you a refund, store credit or a full product replacement at our discretion.
Product Transit Damage via Third Party Service
If you believe that your product(s) has been damaged in transit, you must notify us via our ‘CONTACT US’ page or email us directly on email@example.com, WITHIN 24 HOURS OF RECEIVING DELIVERY. You will be advised to take and send photos and/or videos of the issue to illustrate the problem. Please do not attempt to return the item without our approval and instructions on how to proceed with your return request.
Where a product is found to be faulty or damaged in transit via third party, we will offer you a refund, store credit or a full product replacement at our discretion.