Shippit courier delivery service: If you are receiving delivery of small goods or you’re located outside of our third party contractors delivery route, the service will be conducted by an external courier company and will require signature upon delivery unless the authority to leave option is selected in the follow up delivery emails. No additional services such as packaging removal, assembly or upper level deliveries by stairs or lift, is included; This is simply a drop and go service.

Third party contractors - Standard delivery service:Standard delivery will include delivery to the room of your choice however it is a drop and go service only. Customers are welcome to upgrade their delivery service 72 hours prior to a confirmed delivery. Any later than this, the customer is required to change their originally confirmed delivery date.

Third party contractors - Deluxe delivery service:Our Deluxe Delivery service includes delivery to the room of your choice as well as assembly and packaging removal. Please note, this service does not include removal of unwanted furniture or hanging wall fixtures. It is the customer’s responsibility to ensure sufficient space is made prior to delivery of goods.

Please note - If you have selected the Deluxe Delivery Service:1. Customers cannot revert to a standard delivery service as the fee has been paid in advance.
2. It is the customers responsibility to retain the original and complete packaging for requests of return or change of mind.

The item must be returned in its original packaging to be collected in the same manner as delivered. For large items unable to be returned to the original packaging, we will not accept these products back for return unless they are verified as incorrect, faulty or damaged on receipt of goods. We will not collect items for change of mind or return that have partial or damaged packaging. Upon inspection, If we find they have been used, assembled or returned with missing components they will be returned to your premises.

When receiving goods, examine and check thoroughly before signing "Goods Received" as any claims for a missing item/product will not be accepted after you have signed the paperwork. You must advise the driver of any missing or damaged items by noting this next to your signature.

You or someone on your behalf (over the age of 18) must be present on the day of your designated delivery date.

In the case you missed your delivery, your order will be returned back to our warehouse and you will be able to request redelivery once the items are returned to our dispatch facility (generally within 2-3 business days).

Please note that a re-delivery fee is applicable in such circumstances, therefore, it is advisable to confirm a date only if you are available, or to reschedule at least 72 hours in advance if your availability changes. If no person is at the delivery address on the day of delivery or the delivery is cancelled by the customer on the day of delivery, redelivery fees apply. Please read our shipping policy for more details.

Visit the track order page, contact our phone or live chat team, 72 hours prior to your confirmed delivery date. A re-delivery fee is applicable if you request changes after this time period or if the delivery fails, due to nobody being at the premises to receive the order or if the address details and/or contact details given to us were incorrect.

Regretfully, we cannot request a specific delivery time frame. Depending on the courier company associated with your order, you will either be provided a tracking link to locate the whereabouts of your order, or a confirmed delivery date and a 3-4 hour arrival window a day prior to your delivery.

If you wish to update the delivery details of your existing order, please reach out to one of our teams in our galleries, via phone or our live chat team, who will assist you in updating your details. A change in delivery details, may impact the original fee of delivery.

Once your order is confirmed and scheduled for delivery, it's important to prepare your space for its arrival. This ensures the delivery process is seamless. Here are a few tips to prepare for your delivery:

1. Ensure the delivery path is clear so the team can move through your space without obstruction. If the boxed items are too large to fit through your premises, the packaging might need to be removed outdoors. In this instance, if removing the item from its packaging, the customer will not be able to receive a replacement and a depreciation cost will be applicable if the item does turn out to be too big to fit through.

2. Make sure the room where the furniture will be placed is clean and easily accessible for the delivery team. All existing furniture will need to be removed in advance.

3. With Standard Delivery, your furniture will be placed in the room of your choice.

4. For Deluxe Delivery, please make sure there is enough space for unpacking and assembly. Plan ahead and let the delivery team know your preferred arrangement to ensure the correct placement of your items, as the team operates on a timed schedule.

Wall hanging installation is not included in this service and we would recommend you to arrange this with your local handymen, such as Airtasker or Hipages.

We currently only offer furniture assembly to select postcodes in VIC, NSW, ACT, SA and QLD. You can contact our galleries, phone team or chat team to inquire if this service is available in your area and request a quotation.

Unfortunately, we do not offer collection of goods from our galleries or warehouses due to OHS protocol.