Frequently Asked Questions

How much does delivery cost?

• Delivery charges vary according to the item being purchased and the delivery destination.
• You can obtain a quote on delivery by adding the items to the cart and entering your address.

Do you deliver to my location?

• We deliver within Australia, however there are certain postcodes we don’t deliver to. Please refer to the item’s description for further details.

How long until my order is shipped?

• It will indicate on the item page how long before an item will take to be shipped out.
• Look for "Leaves Warehouse in X amount of days" for a specific time frame.

Do you deliver to PO Box or parcel lockers?

• No, our items can only be delivered to a physical address.

How long does delivery take?

• The majority of our items will dispatch on the next working day. However, certain items, like special orders or backorders, may take longer.
• Once your order has dispatched, you will be provided with a tracking link. Tracking usually provides an ETA (Estimated Arrival Date) for your reference.
• We also provide an estimate on the product page and in checkout. This is only a guide and is not a guaranteed arrival timeframe.
• Delivery time varies depending on the item, size, weight, and distance from the dispatch warehouse.
• Typically, delivery takes 1-10 working days for NSW, VIC, QLD, SA, ACT, and 7-14 working days for WA, NT, and TAS.

What is a Special Order? How long does it take?

• A Special Order is when you place an order for an item that is not available in stock. The estimated delivery time depends on the product and manufacturer/supplier.
• Typically, it can take anywhere from a few days to several weeks for special order items to arrive. Check the product description for lead time estimates.

Can I pick up from your warehouse?

• Pickup is available for a small selection of products from our Guildford NSW warehouse. Items listed with the red ‘click and collect’ icon are available for collection.
• We also have pickup locations in Melbourne and Brisbane for selected items. See the item description for more details.

Do you have a showroom?

• We are an online-based store and do not have a physical showroom.

What payment methods are accepted?

• We accept all major credit/debit cards, PayPal, bank transfer, ZipPay, and AfterPay.

Can I place an order over the phone?

• Unfortunately, we are no longer accepting orders over the phone. All orders must be placed via our online store checkout.

Can I pay over the phone?

• No, payment can only be done through our secure checkout page on the website.
• We accept all major cards, bank transfers, PayPal, AfterPay, and ZipPay.

How do I obtain more information about a product?

• For more information, please send us an email through the "Contact Us" page. We are happy to assist with any product-related queries.

How can I track my delivery?

• Once your order is shipped, you will receive a tracking number along with the carrier's contact information. You can track the delivery on the carrier's website.

What if my tracking number is not working?

• If you have tried your tracking number on the courier's website and there is no result or an error message, try again after several hours as there may be a delay in updating the system.
• You may also contact the courier company directly for more information.

My order hasn’t arrived within the estimated arrival time. What do I do?

• We strive to dispatch available items promptly. Once dispatched, you'll receive a tracking number to monitor the shipment's progress. However, please note that delivery timeframes are estimates and not guaranteed.
• If your order has not arrived on time, check with the carrier for an update. Please also inform us so we can escalate the matter.
• We cannot cancel or provide a refund until the carrier concludes their investigation and declares the goods as lost.
• Delays may arise due to factors like peak seasons (e.g., Christmas, Easter), weather issues, or processing for bulky items. We appreciate your patience.

Can I cancel my order?

• You can cancel your order unless it has already been dispatched. A 10% restocking fee applies to orders that are cancelled after shipment.

I’ve only received part of my order. Where is the rest of it?

• If you ordered multiple items, they may be dispatched from different warehouses at different times. You may have received multiple tracking numbers for separate shipments.

There is an issue with an item I’ve received. What should I do?

• Please visit the "Returns & Warranty" page and submit the relevant form. Our customer service team will review the issue and contact you with a solution.

I live in an apartment on an upper floor. Will the delivery person bring my item upstairs?

• Unless you opt for our premium delivery service, the standard delivery is a one-man door-to-door service. If you live in a multi-level apartment, the courier will deliver to the ground level only.

Do you deliver on weekends?

• No, deliveries are available only on weekdays during business hours.

Do you deliver after hours?

• No, all deliveries are during standard business hours.

I missed my delivery. What now?

• Check your mailbox for a calling card with instructions on how to reschedule delivery. You can usually reschedule via the carrier's website or by contacting them directly.

My order has not arrived within the estimated time frame. What do I do?

• If the delivery estimate (ETA) is missed, delays may occur due to heavy or fragile goods, peak seasons, or extreme weather. Contact the carrier for a more accurate ETA.
• Complete the "Delivery Follow Up" form so we can assist you in following up on your order status.

Do your items have warranty?

• Yes, all items unless indicated otherwise come with a 12-month warranty. This covers manufacturing defects but does not cover general wear and tear, misuse, or damage during installation.

Do I need to assemble the item I purchased?

• Most of our products are flat-packed and require assembly. The product page will indicate whether an item is assembled or flat-packed.
• Flat-packed items usually come with an Allen key if required, but basic household tools like a Phillips screwdriver, hammer, and possibly a spanner may be needed (not supplied).

I don’t know how to assemble my items. What should I do?

• Each flat-pack furniture item comes with a step-by-step assembly guide. If you need help, we suggest hiring a local handyman.
• We recommend the team at Get It Installed for assembly in the Sydney metro area: Get It Installed

I’ve seen an item I wanted to buy, but it’s no longer on your website. Will it be available again?

• Stock is replenished regularly, but some items sell out, especially during peak times. Once available again, they will be re-listed online.
• Some items may be made available for pre-order. Please check the item page for pre-order options.

Why has my order been cancelled and my payment rejected/refunded?

• Our system automatically cancels, rejects, and refunds orders for various reasons, such as issues with payment, address details, or stock availability.

Do I have to pay a cancellation fee on an out-of-stock or discontinued item?

• If an item is out of stock or discontinued, no cancellation fee will be charged.

Do your prices include GST?

• Yes, all advertised prices include GST. Prices are listed in Australian Dollars (AUD).
• A copy of your tax invoice will be emailed to you after placing your order, and you can also download it from the order history page.

Top