F.A.Q.
Frequently Asked Questions
PRODUCTS & STOCK
Q: What does “pre-order” mean on your product pages?
A: It means the item is not currently in stock but can still be purchased and made to order. Lead times are specified on each product page and can be up to 14 weeks.
Q: The item I want is out of stock. What can I do?
A: Most out-of-stock items are available for pre-order with a lead time of up to 14 weeks. If not, add the item to your wishlist, and we’ll notify you when it’s back in stock.
Q: Do your products come fully assembled?
A: Most items arrive fully assembled, but some, like dining tables and certain chairs, require simple assembly. Products requiring assembly will display an assembly logo on the product page.
Q: I can’t assemble my item. Who can help?
A: Email us at info@thefeelter.com, and we’ll assist you.
Q: Can I view products before purchasing?
A: Yes! Visit our showroom at 5 Hunt Street, Coburg, VIC, open 10 am–5 pm, Tuesday to Sunday.
Q: Are all your products on display in the showroom?
A: While we aim to display one of each product, we may not have every size or colour. Fabric samples and additional resources are available.
Q: I don’t live in Melbourne. Can I still view your products?
A: Unfortunately, our Melbourne showroom is the only place to view products. Contact us at info@thefeelter.com for additional resources.
PURCHASING & PAYMENT
Q: Can I order online?
A: Absolutely! Add items to your cart and proceed to checkout.
Q: I’m having trouble with my order. Can you help?
A: Yes, email us at info@thefeelter.com for assistance.
Q: How can I pay for my order?
A: We accept credit cards and Buy Now, Pay Later options like Afterpay and ZipPay. For bank transfers, email info@thefeelter.com.
Q: Do I have to pay the full amount upfront?
A: For online orders, full payment is required unless using Buy Now, Pay Later options. For pre-orders, a 50% deposit option is available—email us for details.
Q: How will I know if my order was successful?
A: You’ll receive a confirmation email within 24 hours. Check your Junk/Spam folder if you don’t see it.
SHIPPING & DELIVERY
Q: How long does delivery take?
A: Delivery times include both dispatch and transit times, which depend on your location, order type (in-stock or pre-order), and delivery method.
Please note that the information below is generalised. For detailed and specific delivery estimates tailored to your order, refer to our Shipping Page.
Dispatch Times:
• Our team processes and dispatches orders Tuesday through Friday.
• Dispatch typically takes 1–5 business days after your order is placed, depending on current volume and availability.
Transit Times (after dispatch):
• VIC: 3–5 business days
• NSW, QLD, ACT, SA: 3–7 business days
• WA: 5–9 business days
• NT & TAS: 6–10 business days
For pre-orders, lead times are usually 6–14 weeks before items are ready for dispatch. Please note that transit times are in addition to dispatch times. Additional time may also be required for White Glove delivery due to coordination with our partners.
Q: How much is delivery?
A: Delivery costs are calculated at checkout based on your order’s cubic weight, location, and chosen delivery method.
Q: Can I pick up my order?
A: Yes, local pick-up is available from our Coburg warehouse (5–7 Hunt Street, Coburg, VIC). You’ll receive a notification once your order is ready. Pick-up is available during showroom hours (10 am–5 pm, Tuesday to Sunday).
Q: Do I need to be home for delivery?
A: Yes, unless you provide Authority to Leave instructions. For larger items, someone must be available to assist the driver, as standard couriers are not insured to enter your property or unload solo.
Q: Will the delivery partner bring items inside?
A: Standard delivery is to the doorstep only. For room-of-choice delivery or unpacking, consider our White Glove services.
Q: Can I arrange my own delivery?
A: Yes, email info@thefeelter.com to discuss custom delivery options.
Q: Do you ship internationally?
A: No, we currently deliver within Australia only. However, for international commercial orders, feel free to email us at info@thefeelter.com, and we’ll do our best to assist you.
Additional Notes:
• White Glove Delivery Options: Offered via Designer Transport for tailored delivery solutions.
• Packaging: Items are carefully packed for safe transit. For larger or interstate orders, reinforced packaging or timber skeletons may be used for protection.
For further details or assistance, feel free to contact us at info@thefeelter.com.
REFUNDS & RETURNS
Q: Do you have a returns policy?
A: Yes, we have a returns policy, including a specific policy for pre-orders. We strongly encourage all clients to review our Terms and Conditions, Pre-Order Policy and Lead Times, as well as our Shipping, Returns, Cancellations, and Warranty pages prior to placing an order.
Q: What if my order arrives damaged?
A: Take a photo and email us at info@thefeelter.com. We’ll help resolve the issue.
Q: How will I be refunded?
A: Refunds are processed back to the original payment method. Contact us if you no longer have access to it.
Q: My item is missing parts. What should I do?
A: Email us at info@thefeelter.com with details and images. We’ll arrange replacements.
Q: I no longer want my order. Can I get a refund?
A: Contact us at info@thefeelter.com to discuss options. Note: Pre-orders are non-refundable once in production.
GENERAL
Q: Can I provide my own fabric for a custom order?
A: No, but we have a wide range of textiles available. Contact us for additional options.
Q: I saw an item in your showroom that’s not online. Can I purchase it?
A: Likely, yes! Email us at info@thefeelter.com to confirm.
Q: Are you an Australian company?
A: Yes, we’re a Melbourne-based small business.
Q: What are your opening hours?
A: 10 am–5 pm, Tuesday to Sunday.
Q: Do you offer trade discounts?
A: Yes, fill out this form for more information.
