FAQ's
Q - I purchased furniture and it was delivered today and I now realise that I should have bought a larger/smaller item, can I change my mind?
A – We will Gladly Refund or Exchange an item if:
*
* The Item is Faulty and you were not aware of the fault at the time of purchase
* The Item is not the same as the description or as shown or advertised
* The Item does not do the job that it was meant to do
You may not be entitled to a Refund or Exchange if:
* You have changed your mind and no longer require the Item
* You decide you cannot afford the Item
* You found the Item Cheaper Elsewhere
* The Style, Colour, or Size is not suitable
* You were made aware of a Fault in the item prior to purchase.
* You were responsible for the Fault.
Cancellation for any of the above reasons will incur at 20% cancellation fee on the deposit amount.
All Refund Requests MUST be accompanied with a Original Receipt or other Proof of Purchase
Please feel free to discuss our Policy with our Showroom Manager prior to purchase.
Q - What sort of finance do you have available?
A – Finance is available for approved customers, with low payments on a monthly basis for ease of budgeting and a minimum 25% deposit is required. Visit your closest store to apply as applications can only be made in person. You will need to bring in one form of photo identification (current Australian Drivers licence, passport, proof of age card, or laminated tertiary student card) and two other forms of ID from the following: credit card, ATM card, Medicare card, council rates notice, telephone (excluding mobile phone) bill, gas bill, and electricity bill.
Q - When can I have the furniture?
A - Our stores keep a large amount of popular stock in their warehouses for quick delivery. However if you require something which is currently out of stock, we can still get it for you if you place an order and we'll contact you when it arrives. The store will confirm the estimated waiting time when you enquire. Different products have different lead times.
Q - When are your stores open?
A – Please click here for details on the opening hours for each of our showrooms.
Q - What guarantees do you have?
A – For full product specific information, please click here.
Q - How can I make my furniture last longer?
A – To learn to how care for your furniture, please click here.
Q - I have a complaint or a problem I need to have rectified. What do I do.
A – If your complaint or problem is regarding at item that was purchased, please contact the showroom from which you purchased the goods. Please be aware, for all warranty claims proof of purchase is required. This can be either a copy of your tax invoice/order confirmation and/or reciepts for payment of the goods. The showroom will lodge a report regarding your case that will be actioned by our Quality and Customer Service Department.
If your complaint or problem is regarding the service you have recieved please contact the showroom Store Manager. Alternatively, you are welcome to put your complaint in writing addressed to:
Customer Service Manager
PO BOX 331
Sherwood, QLD 4075
For speed of processing, please include the the applicable showrom visited, staff member, date of visit and/or item in question.
Q - I already have an order with one of your stores and I'm just following up on when I can expect delivery.
A – We usually keep you updated on the status of their order. If its a confirmed shipment we can actually book a delivery date on the spot or put in a tentative & confirm closer to date. If its not a confirmed shipment at time of placing order we call you once shipment is confirmed to organise a suitable delivery date & final payment.
Alternatively you can call store at any time to check status of your order.
Q - I live outside Queensland and I love the look of your furniture. How can I order when you don't have stores outside Qld?
A – We frequently send items interstate. We can obtain freight quotes for you depending where the order is going or alternatively you can organise freight yourself.
To obtain freight quotes, you can send your request via the web page and it will be referred to one of our Stores who will then contact you to see what you require. Alternatively you can call one of our stores directly. You can also put your order through over the phone.