Transportation and delivery
- Upon receipt of your order, our customer service will contact you to confirm the delivery details of your order. Because our products are manufactured to order, the average cycle from order, production to home delivery is 10-12 weeks.
- Our third party forwarders provide “threshold delivery” service, normal delivery on weekdays, if you ask for additional assistance will be charged (subject to negotiation between you and the third party forwarder).
- Our delivery partner is committed to provide free, high-quality delivery services within the area covered by delivery services, so that our customers can enjoy a worry-free shopping experience. If the address is outside our service area, further confirmation with our customer service is needed, and additional costs and time will apply.
- When your order has been accepted (produced) or sent, we will not be able to cancel or modify your order. If you need to make changes during the order processing, you need to contact our customer service to confirm whether it is feasible. If it is possible to make changes, an additional AUD 50 / piece fee will be charged. Please note that if your order has been sent, no modifications can be made. If you cancel your order, we will not refund your payment.
- Before you place an order, please select the product that matches your space size. The size information of the product can be viewed in the webpage. If you need customized service, you can also contact customer service.
- The customer must ensure that the transport team and vehicle have safe access to the delivery location (including available parking) on the scheduled delivery date.
- You need to ensure that the aisles, elevators (lifts) and stairs at the delivery location are wide and high to ensure safe access for the delivery team and that the product has enough space to reach the agreed location. If the delivery is deemed unsafe or impossible, the carrier reserves the right to cancel the delivery at any time and the third party carrier may charge you certain compensation fees (depending on the outcome of your communication with the third party transporter).
- If you are unable to receive your furniture on the delivery date agreed with our third party transporter, the third party transporter will charge you an additional compensation fee (depending on the outcome of your communication with the third party transporter).
- The delivery team’s services do not include unpacking, inspecting or assembling any products, nor do they include removing or disposing of any residual waste or packaging materials.
- It is the customer’s responsibility to protect his or her household property (e.g. ceilings, walls, floors, fixtures, other fixtures, etc.) during delivery.
- After you receive the item, please verify that the item you received is the same as the item you ordered (model, color, size, quantity, etc.). Any problems that arise during delivery must be noted on the certificate of Delivery before the delivery team leaves your place of delivery so that we can trace the responsible party and repair or replace your goods, you also need to email us at [email protected].
- If you find any defect (including wrong quantity, damaged goods) when unpacking, please notify us immediately by email [email protected] with photos of the damage or defect. You can also provide a short video describing the problem. We will contact you within 3 working days after receiving the email. In order to quickly define liability, when you request a replacement or repair, you provide us with a photograph that proves that the problem occurred before the product was received (this must be submitted before assembly or use of the product). Claims made more than three days after receipt of the goods will not be accepted.
