Pre-Order Policy & Lead Times

PRE-ORDER POLICY TERMS AND CONDITIONS

• Payment Requirement: Full payment is mandatory prior to the release of items.
• Transaction Finality: All pre-order/made-to-order transactions are considered final. Change of mind requests for such items will not be entertained. Normal warranty conditions apply.
• Lead Time: Our lead time of 6-14 weeks is contingent upon item production time and availability, and is subject to potential changes. Unforeseen shipping delays may occur and are beyond our control. More information below.
• Colour Variation: Colors may appear differently in person, and such variations are not grounds for a refund. We encourage appointments and can provide swatches to mitigate any potential confusion.

Please review these terms thoroughly before proceeding with your pre-order. If you have any questions or concerns, feel free to reach out to us.

 

PRE-ORDER LEAD TIMES

Our general lead time of 6-14 weeks is contingent upon item production time and availability and is subject to potential changes. 

Our general lead time is based on 3 different product groups. Depending on the particular item ordered, we can provide more accurate lead times. These are outlined below:

• 6-10 weeks. Small pre-made items that we order on a custom basis. These include items like decor and homewares, footstools and some benches, some storage trolleys and other small to medium-scale items. 

• 8-12 weeks. These include most armchairs and couches from a few of our more efficient supplies. This also includes most dining tables and chairs. 

• 10-14 weeks. This lead time covers most sofas and other large-scale items from a few of our manufacturers who have either larger order quantities to work through, or who operate at a slower pace to ensure product quality to an absolute maximum. 

Every single one of our product pages will have a unique suggested lead time based on the above criteria. 

 

SHIPPING DELAYS

While pre-orders typically arrive at our warehouse within 6-14 weeks, unforeseen delays, such as issues at local and international ports, weather conditions, industrial actions, strikes, national holidays, and other uncontrollable circumstances, may extend the lead time. While we strive to provide accurate estimates, these are best regarded as approximations, and refunds, discounts and store credits will not be issued due to delays. Your understanding in such instances is appreciated.

 

SPLIT DELIVERY FEES

Our delivery partners calculate shipping fees based on various factors, including item weight, size, and other considerations. Each delivery also incurs a flat booking fee. For this reason, we typically ship pre-orders together once all items in the order are ready for dispatch.

If you choose to opt for a split delivery and have in-stock or available items dispatched earlier, additional charges may apply. We’re happy to accommodate such requests, but we recommend contacting our customer service team for a delivery quote. They’ll guide you through the process via email and ensure your items are dispatched promptly.

 

KEEPING YOU UPDATED

Throughout your pre-order period, we'll provide timely updates based on your chosen shipping method, ensuring you stay informed about the status of your items.

Order Placement:

• Upon placing your order, a generic confirmation receipt will be sent to all clients.
• Another pre-order notification will follow, detailing the lead time and process.
• If requested or engaged in email correspondence, a formal invoice for your records will also be provided.

Mid-Process Update (3-8 weeks later):

• Depending on the type of items pre-ordered, a second update will be sent, indicating that your items have been 'loaded' onto a container and are now within 3-6 weeks of fulfilment.
• Occasionally, items are delayed at this stage. If we realise your times are going to be on an alternative shipment, will send you a subsequent email keeping you informed. 

Warehouse Readiness and Dispatch:

• Subsequently, you will receive an update notifying you that your items are in our warehouse and ready for dispatch.
• For those who opted for local pickup, this email will confirm that your items are ready for collection.
• If shipping is chosen, and for larger items, our team will contact you to organise a smooth delivery process.

Order Fulfillment:

• Once your items have been either collected or shipped a final confirmation will be sent, indicating that the order has been successfully fulfilled.

 

PRE-ORDER RETURNS 

All pre-orders are categorized as custom-made goods, as these items are specifically ordered based on your purchase. Consequently, certain items may be non-returnable. However, it's important to note that this does not negate your rights under the Australian Consumer Law (ACL). You may still be entitled to warranties or guarantees regarding product description, fitness for purpose, and quality. For additional details, please consult the Australian Consumer Law rights applicable to consumers. You can view more information on our general returns policy here. 

 

PRE-ORDER CANCELLATIONS AND REFUNDS 

• All pre-orders are treated as custom orders, and cancelling a pre-order results in the forfeiture of all funds paid, including both the full order amount and the deposit, with the higher of the two retained.
• Pre-orders can be placed on our website or in-store. By completing the full payment, the customer agrees to the Terms and Conditions outlined on this page and other relevant T&C pages. 

 

STORAGE FEES

As a growing business with limited storage capacity, we are unable to provide indefinite storage for your pre-ordered items. Unless alternative arrangements are made prior to ordering, we will retain items for a maximum of 30 days from the date of arrival in our warehouse before implementing storage charges.

Notification Process

We consistently notify clients via email upon the arrival of their items and often follow up with a confirmation call regarding collection or dispatch dates.

Storage Calculations

After the initial 30 days, storage charges will be incurred based on cubic weight. This fee is set at a rate of $5.00 per cubic tonne, per week, and are re-applied to orders every Monday until payment is finalised and dispatch organised. 

We appreciate your understanding and cooperation as we manage our limited storage capacity efficiently.

 

PRE-ORDER FAQ