FAQS
Can I View Products In-Person or Visit a Showroom?
Our business model is purely online, allowing us to provide the finest quality products at the most competitive prices, backed by our price match guarantee. While we don’t have traditional showrooms or retail spaces, we’re happy to accommodate those who wish to visit a showroom by arranging appointments with our expert Designers. These visits are available in Victoria at a rate of $55 per hour. To schedule your appointment, please follow this link.
How Are Delivery Costs Calculated?
Shipping fees are determined at checkout using our delivery calculator which considers the product weight and delivery location.
Should you require special delivery services—such as choosing a specific delivery date, having items placed in a specific room or level, arranging for special access, needing the delivery team to wait for acceptance, requesting delivery after business hours, or on public holidays, or outside Metropolitan Victoria, Australia—additional fees will apply. Please request a quote for these services through our contact page.
What Are the Delivery Time Frames?
We generally say allow 10-31 days for delivery for items that are in stock and 8-12weeks for all imported or bespoke items. Nevertheless, we will expedite any orders that are eligible for dispatch within 3 days wherever feasible.
Orders may arrive in multiple shipments depending on stock and warehouse locations. While we aim for timely delivery, slight delays may occur. It’s advisable to be present for delivery to inspect and sign for your item, although our logistics partners will attempt to contact you in advance.
Do I Need to Be Present for Delivery?
It is recommended for someone to be available to sign for the delivery. If unavailable, a missed delivery notice will be left, and goods returned to the depot. You may incur a re-delivery fee. Alternatively, you can authorize an “Authority to Leave” during checkout.
What If My Item Arrives Damaged?
Inspect your item upon delivery and note any damage on the delivery note. Report damaged or faulty items within 24 hours through our contact page. We require photographic evidence of the damage for a prompt resolution and replacement at no extra cost.
What If an Item Is Out of Stock?
You’ll be notified via email about the availability and expected delivery time. If you prefer not to wait, you can request a full refund or exchange.
Can I Return an Item If I Change My Mind?
Regrettably, as outlined in our Refunds and Return Policy, this is not possible.
What Payment Methods Are Accepted?
Payments are securely processed online via our website. Bank transfers are accepted if online payment fails. Cheques, money orders, or layby are not accepted.
Should you need a Company Invoice, kindly submit your request via our contact page.
Are Online Payments Secure?
Yes, we use SSL PCI industry standard secure protection for all online transactions.
Where Do Products Ship From?
Products are shipped directly from our suppliers’ warehouses to your door to save on freight and handling costs, which may result in multiple deliveries from different suppliers.
Can I See Additional Product Images?
We strive to provide the best possible images from our suppliers; however, additional images may not always be available. Our goal is to offer the clearest and most informative images for your decision-making.