Frequently Asked Qs
If your Question isn't answered here, Ask us directly!
About UsShowroom
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Do you have a Showroom? We are an online-only seller, which allows us to offer prices at a wholesale level, and do not have a showroom where items can be viewed.
We did operate a showroom in Crows Nest (Sydney) between 2015 - 2017 however reverted to online-only when the area came under re-development for the construction of a Metro Rail Station.
We can send out swatch samples (subject to availability) and these are priced at $2 (fabric) and $3 (leather) each. Please click here for more information, where you will find an email link to make a request. Please note that we do not send out entry-level fabrics (e.g. 'Classic Wool Blend'), Cowhide, or hard materials such as woods.
Need help? Call us on 1300 797 277 or email us
General
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Lead Times Our items are typically made-to-order with estimated Lead Times of 14 - 16 weeks (this can vary in the lead-up to the Chinese New Year Holiday period and will be so indicated on all product pages). We try our best to keep delivery times to a minimum though on occasion there can be delays due to production schedules, port congestion or bad weather and Customs clearance. Please note that stated Lead Times are estimations and not guarantees; they can be both shorter or longer depending on 3rd party providers and logistics.
Please note that Lead Times refer to the item or item's arrival into our Sydney warehouse. Final courier delivery is not included in this period. The time required for courier delivery is in addition and will depend on your location. (WA customers: Please note that courier delivery from Sydney can take 1 - 2 weeks.)
All product details, including estimated Lead Times, are listed clearly on individual product pages under the 'SPECIFICATIONS + DIMENSIONS' Section, listed beneath the product images and pricing details.
When your item(s) arrive in our Sydney warehouse we will contact you directly to check your delivery details and organise courier delivery.
Please note that storage charges will apply to items that are not despatched for final courier delivery or collection within 7 days of receipt into our warehouse. These are charged on a weekly, per pallet or part thereof, basis.
Need help? Call us on 1300 797 277 or email us
Can I pick up my purchased items (Click + Collect)? Items can be picked up from our Sydney warehouse which is located in Botany (2019), Sydney. We will contact you when your items have arrived and are ready for collection, though please note that the warehouse is open Monday - Friday only (not weekends).
Items must be collected promptly. After the initial grace period, storage fees will be charged on a weekly basis.
If you are in NSW or the ACT you will be offered 'Click + Collect' as a delivery option on the Checkout pages. Simply select this option and when your item is ready to be collected we will contact you directly with all relevant details.
There is presently a small handling fee associated with Click + Collect orders.
Our warehouse facilities have full loading dock and forklift facilities and you are welcome to pick up the item(s) yourself or to organise your own courier.
Please Note: There is a non-refundable $9.95 handling fee for all Click + Collect items.
Need help? Call us on 1300 797 277 or email us
Delivery To ensure the lowest possible delivery costs we use a mix of couriers that offer delivery to most Australian cities, regions and towns. Delivery is by road only (not by air or ferry).
Every product page has a Delivery Calculator (under the "Add to Cart" button), as does the Shopping Cart. By entering your delivery postcode you can calculate in advance the delivery charges that will be added at the Checkout page.
Please contact us in advance if you require an assisted delivery service (additional charges will apply).
For a limited time enjoy a flat delivery of fee of $49.95* (site wide) to most SYDNEY, MELBOURNE and BRISBANE Metro areas.
This offer applies to the following postcodes:
Sydney: 2000 - 2224
Melbourne: 3000 - 3207
Brisbane: 4000 - 4207
* This is a standard delivery service for retail customers and excludes large bulky or commercial orders. Excludes Tulip Marble Tables.
Please note that delivery is to ground floor or entry level with no external steps or internal stairs. Additional charges may apply for stairs, steps, re-delivery or failed delivery (e.g.: address unattended or out-of-service elevators), difficult access or required unpacking of items if cartons will not fit through entry points. Responsibility rests with the recipient that cartons will fit through all entry points. Unpacking and packaging removal is not included.
Please also note that some bulky items are packaged with wooden edging. This is a premium level of packaging and is used to protect your items from transportation damage. You will need to remove this yourself and may require a hammer and screwdriver (or similar).
Storage charges will apply to items that are not despatched for final courier delivery or collection within 7 days of receipt into our warehouse. These are charged on a weekly, per pallet or part thereof, basis.
Need help? Call us on 1300 797 277 or email us
Do you have a Showroom? We are an online-only seller, which allows us to offer prices at a wholesale level, and do not have a showroom where items can be viewed.
We did operate a showroom in Crows Nest (Sydney) between 2015 - 2017 however reverted to online-only when the area came under re-development for the construction of a Metro Rail Station.
We can send out swatch samples (subject to availability) and these are priced at $2 (fabric) and $3 (leather) each. Please click here for more information, where you will find an email link to make a request. Please note that we do not send out entry-level fabrics (e.g. 'Classic Wool Blend'), Cowhide, or hard materials such as woods.
Need help? Call us on 1300 797 277 or email us
Do you charge GST? Yes, GST is charged on all items and prices are GST inclusive.
Your Tax Invoice will include the GST component of your order and our full business and ABN details.
Need help? Call us on 1300 797 277 or email us
Do you offer an Industry Discount? As a guide, as our prices are already 'wholesale' or better, you will need to spend $15 - 20k to qualify for a discount.
Please call us on 1300 797 277 or email [email protected] if you would like to apply for a discount.
Need help? Call us on 1300 797 277 or email us
Pricing Our items are priced at a wholesale level (or better) and may vary without notice. The percentage saving is calculated against the RRP, based on industry margins, prices of items of a comparable quality or a combination of these and/or other factors. Beyond any specific promotions, we do not offer further discounts for orders under $15,000. Orders that exceed $15,000 may receive a small discount.
Some of our prices are 'raw' (e.g.: '$1234.56). That is, they are calculated directly from the Australian Landed Cost Price (including any import duties + GST) and feed directly into our website.
Our prices do fluctuate in-line with movements of the Australian Dollar (AUD) and so can change on a regular basis.
If you have purchased an item and the website price subsequently changes while you are awaiting delivery, you will pay only the original price at the time of your purchase. You are not exposed to any ensuing price changes.
Need help? Call us on 1300 797 277 or email us
Promotional Discount Codes If you have a promotional discount code, please enter it into the Coupon Code box on the Shopping Cart page. This input box is located on the right hand side of the page, above the black 'Proceed to Checkout' button.
* Unless otherwise stated, please note that individual promotional coupons are for single use only, per customer, and are not to be used in conjunction with other promotions or coupons.
Need help? Call us on 1300 797 277 or email us
Do you do Insurance Quotes? No, we do not provide insurance quotes.
If you require a quotation for insurance purposes, please add the item(s) to the Shopping Cart and record the relevant details.
Need help? Call us on 1300 797 277 or email us
COVID-19 Update | Monday 18.05.2020: FRIDAY 26.09.2020: For your information, here is an update regarding the COVID-19 situation and how it impacts our service provision.
Existing Orders:
The COVID-19 outbreak in China did result in an extended (Chinese) New Year holiday period, however full-scale production has since resumed and we do not at this stage expect any serious or ongoing delays as a result. If this changes, and given the nature of the problem it may, we will contact you directly with regard to your outstanding order(s).
Our production is in China (though not the Wuhan province) and, as is customary, materials and componentry was pre-ordered prior to the end of the 2019 Chinese Year, and hence before the widespread coronavirus outbreak.
New Orders:
At this stage we think the quoted 14-16 weeks Lead-Time estimation is valid.*
Obviously under the present circumstances this could change, though current schedules are progressing as expected despite production having started a fortnight later than anticipated.
In view of the current Covid-19 coronavirus problem having become a pandemic, please be aware that evolving circumstances beyond our control could impact upon this timing as supply chains, logistics and worldwide border restrictions, and other currently unforeseen factors, may continue to vary over the coming days and weeks. We believe everyone understands that these are unprecedented times for Australia and many countries across the globe.
* Please note, with regards to all orders and in all circumstances, Lead-Times are an estimation, not a guarantee. They are an average approximation and must not be regarded as a guaranteed turnaround time since the lead time may become extended due to factors beyond our control including, but not limited to, any delays in production, shipping and/or other third party logistics.
Need help? Call us on 1300 797 277 or email us
Warranties
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Warranties Warranty periods vary though most products come with a Two (2), Three (3) or Five (5) Year Warranty *, making them amongst the most generous within the Australian furniture industry. The Warranty period commences from the date of delivery.
Faulty items will be repaired or replaced free of charge. In the event of a major fault, the item(s) can be refunded. Warranties do not cover or protect against wear and tear, inappropriate item use, misuse or abuse. Warranties are non-transferable.
The benefits provided by these Warranties are in addition to other rights and remedies of a consumer under the Australian Consumer Law, and any other laws in relation to the products to which this Warranty relates.
* Excluding products purchased for commercial usage. Products purchased for commercial use come with a blanket Six (6) Month Warranty.
Need help? Call us on 1300 797 277 or email us
Products
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Where is your furniture made? All products are made in China.
Over seventy per cent (70+%) of furnishings offered for sale in Australia are produced in China. Due to the falling AUD / USD exchange rate many local sellers have started sourcing 'cheap' replica items produced in Vietnam, Indonesia and India.
Furniture and furnishings made in Australia, the USA or UK, Italy, Denmark or other European countries are true luxury items and this is reflected in the price tag.
Need help? Call us on 1300 797 277 or email us
Highest Quality Replicas Handmade with the finest materials by skilled craftspeople, we are confident we offer Australia's highest quality replica furniture.
Please read more >>>
Need help? Call us on 1300 797 277 or email us
Delivery
-
Lead Times Our items are typically made-to-order with estimated Lead Times of 14 - 16 weeks (this can vary in the lead-up to the Chinese New Year Holiday period and will be so indicated on all product pages). We try our best to keep delivery times to a minimum though on occasion there can be delays due to production schedules, port congestion or bad weather and Customs clearance. Please note that stated Lead Times are estimations and not guarantees; they can be both shorter or longer depending on 3rd party providers and logistics.
Please note that Lead Times refer to the item or item's arrival into our Sydney warehouse. Final courier delivery is not included in this period. The time required for courier delivery is in addition and will depend on your location. (WA customers: Please note that courier delivery from Sydney can take 1 - 2 weeks.)
All product details, including estimated Lead Times, are listed clearly on individual product pages under the 'SPECIFICATIONS + DIMENSIONS' Section, listed beneath the product images and pricing details.
When your item(s) arrive in our Sydney warehouse we will contact you directly to check your delivery details and organise courier delivery.
Please note that storage charges will apply to items that are not despatched for final courier delivery or collection within 7 days of receipt into our warehouse. These are charged on a weekly, per pallet or part thereof, basis.
Need help? Call us on 1300 797 277 or email us
Do you ship outside Australia? No. Items can only be delivered to Australian addresses.
We do have customers in New Zealand, Singapore, and parts of Europe who organise their own transportation from our Sydney warehouse. If you would like to do similar, please be sure to check your local importation and taxation regulations and be aware that transportation by air is unfeasible and further that there are many costs associated with importation via container shipping.
Need help? Call us on 1300 797 277 or email us
Can I pick up my purchased items (Click + Collect)? Items can be picked up from our Sydney warehouse which is located in Botany (2019), Sydney. We will contact you when your items have arrived and are ready for collection, though please note that the warehouse is open Monday - Friday only (not weekends).
Items must be collected promptly. After the initial grace period, storage fees will be charged on a weekly basis.
If you are in NSW or the ACT you will be offered 'Click + Collect' as a delivery option on the Checkout pages. Simply select this option and when your item is ready to be collected we will contact you directly with all relevant details.
There is presently a small handling fee associated with Click + Collect orders.
Our warehouse facilities have full loading dock and forklift facilities and you are welcome to pick up the item(s) yourself or to organise your own courier.
Please Note: There is a non-refundable $9.95 handling fee for all Click + Collect items.
Need help? Call us on 1300 797 277 or email us
Follow your order's progress via your Account When placing your order, be sure to create an Account. This will allow you to follow the progress of your ordered item(s) through the production, shipping and delivery cycle and you will receive email alerts at each stage.
Here is an example of what you'll see on the ACCOUNT > MY ORDERS page:
Need help? Call us on 1300 797 277 or email us
Delivery To ensure the lowest possible delivery costs we use a mix of couriers that offer delivery to most Australian cities, regions and towns. Delivery is by road only (not by air or ferry).
Every product page has a Delivery Calculator (under the "Add to Cart" button), as does the Shopping Cart. By entering your delivery postcode you can calculate in advance the delivery charges that will be added at the Checkout page.
Please contact us in advance if you require an assisted delivery service (additional charges will apply).
For a limited time enjoy a flat delivery of fee of $49.95* (site wide) to most SYDNEY, MELBOURNE and BRISBANE Metro areas.
This offer applies to the following postcodes:
Sydney: 2000 - 2224
Melbourne: 3000 - 3207
Brisbane: 4000 - 4207
* This is a standard delivery service for retail customers and excludes large bulky or commercial orders. Excludes Tulip Marble Tables.
Please note that delivery is to ground floor or entry level with no external steps or internal stairs. Additional charges may apply for stairs, steps, re-delivery or failed delivery (e.g.: address unattended or out-of-service elevators), difficult access or required unpacking of items if cartons will not fit through entry points. Responsibility rests with the recipient that cartons will fit through all entry points. Unpacking and packaging removal is not included.
Please also note that some bulky items are packaged with wooden edging. This is a premium level of packaging and is used to protect your items from transportation damage. You will need to remove this yourself and may require a hammer and screwdriver (or similar).
Storage charges will apply to items that are not despatched for final courier delivery or collection within 7 days of receipt into our warehouse. These are charged on a weekly, per pallet or part thereof, basis.
Need help? Call us on 1300 797 277 or email us
Bulky Items Please note that we are a furniture company who uses external couriers. Australian couriers are not removalists and as such are not required to unpack cartons, assemble products or remove packaging. Delivery is by sealed road access only (not by air, ferry or unsealed road).
Our standard delivery service is a 'kerbside' delivery service, meaning that the driver is not obliged to assist with bringing the item(s) inside your property.
If you are in Sydney, Melbourne, Brisbane, Canberra, Adelaide or Perth metro or nearby regional areas and would like an assisted delivery service, contact us directly on 1300 797 277 or [email protected] and we will seek to organise a quote for you. Additional charges will apply.
For bulky or heavy items, you must have 2 or more able-bodied persons at your delivery address to receive your goods. This is your responsibility. If this is not possible, please ask us to source or quote a specialist removalist service in your area.
Please note that storage charges will apply to items that are not despatched for final courier delivery or collection within 7 days of receipt into our warehouse. These are charged on a weekly, per pallet or part thereof, basis.
Need help? Call us on 1300 797 277 or email us
Returns
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Returns + Refunds All purchased items can be returned for any reason (including change of mind) within 14 days of delivery.
We have two (2) distinct product types, In-Stock and Custom-made, and the return conditions vary accordingly:
In-Stock Items (denoted by 'Express Delivery')
Items purchased on this basis can be returned for a full 100% refund.
Custom-made Items (denoted with a 'Lead Time')
Items purchased on this basis can be returned for either:
(i) An in-store Credit for 100% of the item's purchase price (not including delivery charges), valid for 12 months; or
(ii) A refund of 80% of the item's purchase price (not including delivery charges) as a 20% Restocking Fee applies.The existence of this Re-Stocking Fee means that these items are priced at a lower margin - they are at least 30% cheaper as a result.
Please choose carefully. Returning bulky items is a tenuous affair for customer and retailer alike.
Please ensure that unwanted products are returned to us in the same condition they were delivered to you.
Please familiarise yourself with the following conditions as they are central to our service and strictly observed:You must notify us of your intention to return an item(s) within fourteen (14) days of delivery, and organise prompt return of the item(s) to our Sydney warehouse;
The item(s) must be returned to us in new and un-used condition;
The item(s) must be completely re-packaged to its original wrapped & packaged state (irrespective of reason or cause for return), ready for re-sale;
All tags and labels must be in situ and 'unremoved';
The item(s) must be complete with any and all instructions or assembly tools;
All returned items are inspected to ensure the above (please allow 3 days);
Upon successful inspection pass, you will be refunded the purchase price within 5 working days.
Door-to-door delivery charges are non-refundable.If you would like to return a purchased item, please either call us on 1300 797 277 or email us.
Need help? Call us on 1300 797 277 or email us
Can I Exchange an item? We do not offer an exchange of purchased goods facility per se. Rather, you will need to:
- Return / cancel the unwanted item; and
- Place a new order for the desired item.
Need help? Call us on 1300 797 277 or email us
Payment
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Payment Methods Payment is at time of order placement. We accept Visa, MasterCard, AMX and PayPal, all of which offer Buyer Protection (contact your institution for full information).
EFT payment can be organised via manual invoice.
We do not offer a lay-buy facility.
Our items are priced at a wholesale level (or better) and in order to keep them as low as possible, we do not offer financing payment options.
Need help? Call us on 1300 797 277 or email us
Are my Personal Details kept Private? Yes. Your personal and payment details are private and will not be shared with third parties.
The integrity of your privacy and online security is important to us and we urge you to familiarise yourself with the information linked below:
- For more information on Privacy, please read our Privacy Policy
- For more information on Online Security, please click here.
Need help? Call us on 1300 797 277 or email us
COVID-19 Update
-
COVID-19 Update | Monday 18.05.2020: FRIDAY 26.09.2020: For your information, here is an update regarding the COVID-19 situation and how it impacts our service provision.
Existing Orders:
The COVID-19 outbreak in China did result in an extended (Chinese) New Year holiday period, however full-scale production has since resumed and we do not at this stage expect any serious or ongoing delays as a result. If this changes, and given the nature of the problem it may, we will contact you directly with regard to your outstanding order(s).
Our production is in China (though not the Wuhan province) and, as is customary, materials and componentry was pre-ordered prior to the end of the 2019 Chinese Year, and hence before the widespread coronavirus outbreak.
New Orders:
At this stage we think the quoted 14-16 weeks Lead-Time estimation is valid.*
Obviously under the present circumstances this could change, though current schedules are progressing as expected despite production having started a fortnight later than anticipated.
In view of the current Covid-19 coronavirus problem having become a pandemic, please be aware that evolving circumstances beyond our control could impact upon this timing as supply chains, logistics and worldwide border restrictions, and other currently unforeseen factors, may continue to vary over the coming days and weeks. We believe everyone understands that these are unprecedented times for Australia and many countries across the globe.
* Please note, with regards to all orders and in all circumstances, Lead-Times are an estimation, not a guarantee. They are an average approximation and must not be regarded as a guaranteed turnaround time since the lead time may become extended due to factors beyond our control including, but not limited to, any delays in production, shipping and/or other third party logistics.
Need help? Call us on 1300 797 277 or email us
