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FAQs
1. How to order
How do I place an order?
We want to make your shopping experience on Furniture Online as simple as possible; so here’s a few ways you can place an order:
Order online
Our Furniture Online website is safe, user friendly and convenient. You can order online at any time of the day or night.
Order by phone
If you’d prefer to speak to someone, call us on 1300 11 22 36 and speak to any one of our helpful sales team.
Monday to Friday: 8am-10pm
Saturday & Sunday: 9am-6pm (AEST)
Alternatively, leave a message and we’ll get back to you as soon as we can.
Visit a showroom
If you’d prefer to browse through our products in our showroom, we are open:
Monday to Friday: 9am-5:30pm
Saturday & Sunday: 10am-5pm (AEST)
503 Old South Head Road, Rose Bay, Sydney NSW.
Fax your Order
If you’d prefer to send us a fax, the number is (02) 9371 0165 anytime day or night.
What happens once I’ve placed my order?
Once you’ve placed your order, we will email you an “Order Confirmation” which contains your order number, items ordered, the total of your order and your delivery details. If a deposit has been made, we will need to receive the outstanding amount before contacting you to arrange a delivery time. However, if you pay in full at the outset, this “Order Confirmation” serves as a receipt, and you will be contacted to arrange delivery.
How can I check on the progress of my order?
You can check the status of your order by emailing us at sales@furnitureonline.com.au or by calling us on 1300 11 22 36.
I am experiencing technical difficulties placing an order. Is there someone I can talk to for assistance?
If you experience any technical difficulties whilst using the website, please email us or call us with details of the problem, and we will resolve this issue as quickly as possible.
2. Delivery Service
How many days till my items arrive?
Furniture Online is committed to efficient and effective delivery of your orders. Whilst our regional delivery periods vary slightly, our best efforts are put into getting your product to you as quickly and as safely as possible. At Furniture Online we endeavour to have all your goods delivered to your doorstep within approximately 5 – 14 working days of your payment.
Please be aware however that many of our extensive range of products are both imported and handmade and as such may result in delays which are out of our control. This may affect our best intentions to deliver on time. Where we are aware of such anomalies, our service staff are there to ensure that you are kept up to date with the progress. Every attempt is made however to reduce such possible delays. If your specific product has a longer lead time, you will be notified by telephone.
Once we’re received your order, we’ll contact you to schedule a delivery day and approximate time which is convenient for you. Our appointment window is typically 4 hours during weekdays, and by appointment on Saturdays. However, to make your life easier, we are also able to deliver on Sundays, for an additional $30 fee.
Can I collect my order?
Yes, You are more then welcome to collect your order from our showroom/warehouse located at 503 Old South Head Road, Rose Bay, Sydney, NSW.
What is the cost of delivery?
The cost of delivery varies depending on the delivery destination. We charge $59 for all deliveries within main capital cities (please note - suburbs on the outskirts of these cities will be an additional cost.)
For regional areas, please use our shipping calculator (located on your shopping cart). Please note, that this calculator provides an estimate delivery cost. Once your order has been processed, we will confirm the delivery charge for you. Alternatively, you can call our customer service team for an exact delivery quote on 1300 11 22 36.
Furthermore, you are more than welcome to pick up your goods from our showroom/warehouse in the Eastern Suburbs (Sydney, NSW) for free!
Which days of the week do you deliver?
We deliver every day of the week, and by appointment we are able to do weekday evenings and Saturdays. For an additional $30 fee, we can deliver your goods on a Sunday.
What will happen on the day of delivery?
Once we’ve received your order, a delivery time will be arranged; and this will take place during a 4 hour window period. We understand this may not always be convenient, so if requested, we can narrow it down for you by calling you on the day. This means we can give you a two hour window period; making the process easier for you. We will endeavour to deliver your products on time, and we require that someone is at the delivery address when the delivery arrives. If it happens that no one is on site to meet us, we will ensure that a card and phone number is left so that we can reschedule. In such a situation, unless a specific delivery day has been pre-arranged, we will redeliver your products at no additional cost. However if a specific day has been pre-arranged and there is no-one at the address, a minimal redelivery fee may be applied.
What happens if my goods are damaged on delivery?
Unfortunately, sometimes things go awry; and if your items arrive in a damaged or defective state, please contact us immediately on 1300 11 22 36. You will need to contact us within 24 hours of receipt of the items, and we will happily replace any items found to be defective or damaged upon delivery. Alternatively, we will happily refund the entire cost of your order, delivery included, once we have inspected the item.
3. Returns & Exchanges
Can I change or cancel my order?
If, for whatever reason, you wish to alter or cancel any items within your order, please call us on 1300 11 22 36. However, once an order has been processed and dispatched from our warehouse, we are unable to cancel or amend it. In cases like this, you will need to follow our Returns and Exchange procedures.
What is your returns and refunds policy?
At Furniture Online we pride ourselves on customer service, and as such want you to be completely satisfied with your purchase, but if, for whatever reason, you are not happy with your purchase, you may exchange your purchase for a refund within 30 days of receipt. All items returned must be unused, in original undamaged condition and contained within the original packaging. Please be aware that all delivery and incidental charges to return the item or deliver the new item are the customer's responsibility and any Furniture Online delivery fees will not be refunded. Please see our Returns and Exchange policy for more details.
How do I return my order?
For all order returns, please contact us on 1300 11 22 36, or email us at customerservice@furnitureonline.com.au with your name, original order number and the item you are returning. We will then arrange for the item to be collected and returned to our warehouse. Once the item is back at our warehouse, we will arrange for delivery of the replacement item. Any delivery and incidental charges incurred concerning returning of the item or delivery of the new item are the customer's responsibility and any Furniture Online delivery fees will not be refunded.
What warranties do your products carry?
Each product warranty differs from manufacturer to manufacturer, however many offer 5 to 10 year warranties. Full warranty details are available with your product or simply call us on 1300 11 22 36 to discuss your warranty options.
How do I go about lodging a complaint?
If you are not satisfied with the level of service you receive, please let us know by contacting us on 1300 11 22 36 or if you’d prefer to email us at customerservice@furnitureonline.com.au you are more than welcome to. If you would prefer, you can write to Head Office located at 503 Old South Head Road, Rose Bay, NSW, 2029.
Your complaint will be acknowledged on receipt and will be dealt with fairly, confidentially and effectively. You will be kept fully informed of all progress made.
4. Payment Options
How do I pay?
We accept all major credit cards (including AMEX) PayPal, BPAY, direct deposit, cash, cheque and offer interest free credit.
What cards do you accept?
We accept all major credit cards Visa, MasterCard, American Express & Diners
Should I worry about the security of my payments?
All credit card payments are authorized using a Secure Sockets Layer system (SSL); which ensures the security of all payments processed.
When must I pay?
All credit card payments will be processed once you have clicked the “Submit My Order” button. If you are paying by BPAY, PayPal or Direct Debit, you are required to pay the full price in Australian dollars as indicated on your Order Confirmation within 7 days from the date that you receive your Order Confirmation. If payment is not received within 7 days from the date that you receive your Order Confirmation, we reserve the right to cancel the transaction. Please note that your order will only be delivered once full payment is received and we have contacted you to arrange a delivery date.
Do you offer interest free financing?
Sure. If you’d like to take advantage of our interest free credit, please visit our showroom.
Can I pay by cash or cheque?
What ever is easiest for you; however you will have to visit our showroom, which is located at 503 Old South Head Road, Rose Bay, NSW, 2029. We only accept COD by prior arrangement with one of our consultants.
Can I pay by phone?
If you would prefer to pay by credit card over the phone, please call us on 1300 11 22 36 with your order number and credit card details handy.
5. Privacy & Security
Security
We at Furniture Online are committed to keeping your personal information safe. We use secure server software (SSL) which is some of the best security software available to date and this ensures secure commerce transactions. This software encrypts all of your personal information, including credit card number, name, and address, and this means the information can’t be read as this information travels over the Internet. This encryption technique is certified by Komodo, an internationally respected certification body for internet sites.
Your credit card details will never be stored on our system, and system connected to the internet or the Furniture Online server. Your personal information, such as your name and address, will be stored on our server simply for for your convenience, and to make customer service enquiries possible; but will be kept behind a password protected gateway. To further ensure your privacy, make sure you sign out after shopping at Furniture Online; especially if you are using a shared computer.
Privacy Policy
Your privacy is our priority. All your personal details are kept strictly confidential and any information given to us is used solely to process orders. Should any third parties request any personal information, this will, under no circumstances, be passed on without your consent. However, where necessary, customer information will be shared with one or more third parties solely for the purpose of credit card authorizations, financing applications and order fulfilment. At Furniture Online, we respect your privacy and observe the selfsame approach with regards to your data that may be shared with us by telephone, instant messaging, e-mail or facsimile.
Cookies
In order to maximize user experience, Furniture Online makes use of cookies on our site. These are small packets of information stored only on your computer. When you purchase something through our website, your name and email address will be stored as a cookie. Cookies are domain specific; which means that they are only shared between a customer and Furniture Online.
Information Collected
When you enter the Furniture Online website and browse through the pages, our Internet Service Provider records your visit and logs the following information for statistical purposes only:
• Server address
• Top level domain (for example .com, .gov, .au, .uk, etc)
• The date and time of a visit to our website
• Pages accessed and downloaded
• Type of browser used
Links
Please note that our website may contain links to other websites, and although your privacy is completely protected within the Furniture Online website, we accept no responsibility for the privacy practices of such other sites. We encourage our users to be aware and to read the privacy statements of each website. This privacy policy applies solely to the Furniture Online website.
