SHIPPING & DELIVERY

  • YOU ARE ACCEPTING ALL OF THE BELOW TERMS AND CONDITIONS WHEN PLACING AN ORDER ONLINE, OVER THE PHONE OR IN PERSON WITH OUR SALES TEAM.  THIS INCLUDES COLLECTION FROM OUR WAREHOUSE.

 

  • AT THIS TIME, WE DO NOT ACCEPT INTERNATIONAL ORDERS THROUGH OUR WEBSITE. 

 

ORDER & DELIVERY CONDITIONS:

DISPATCH – All orders are dispatched from our Melbourne Warehouse.  We endeavour to dispatch orders within 1-3 business days of receiving full payment during normal business times of the year. There may be exceptions such as the Christmas and New Year period when this will be longer.

IN-STOCK/BACK-ORDER ITEMS - Unless otherwise arranged and agreed with the Sales Team, all orders will be shipped together. This includes back-ordered and advance order items. If ordered with an In-Stock item, the entire order will be shipped as one order once the outstanding stock is available.  In the unlikely event that your item is out of stock,  we will contact you within 2 working days to discuss if you wish to backorder the item, offer an alternative (wherever possible) or for us to issue a full refund (this does not apply to "pre-order items"). Please note that the website will stipulate in the product description whether the item is either in stock or "in stock available for pre-order". If it is a pre-order item then this will be processed and dispatched when the stock arrives.

DELIVERY PROCESSES We use several carriers and will choose a carrier based on the item size, and the delivery address.  For all orders, you will receive an email from us stating which carrier your item has been dispatched with and you will then receive further instructions from either ourselves or the relevant carrier.  Please see below for more specific information regarding size of deliveries and location.

WHERE WE DELIVER TO -  All deliveries are to the front door-step of a ground floor dwelling only.  We deliver door to door Australia Wide* (*door to door delivery only applies to areas where a carrier will deliver to. There may be cases in regional or remote areas where delivery stops at a Service Centre or the nearest storage facility. In these cases, customers must then arrange to have their goods collected at their own cost).  Please enter your postcode after adding your product(s) to the basket, this will calculate your delivery cost to your location. Please note that our shipping charges are based upon either the product(s) cubed weight or the product(s) deadweight, whichever is the heaviest is used for the calculation.  

All deliveries & delivery date bookings are made on a "Best Endeavour" basis. There may be times where due to unforeseen circumstances, out of our control, a delivery cannot be made. Ourselves or the carrier will endeavour to contact you either prior to or on the date of delivery should this arise. We cannot and will not accept claims or liability for damages or costs arising from the non-delivery under any circumstances. The carrier does not offer refunds for late or non-deliveries as they will arrange an alternative delivery date. As such we do not offer any refunds on the cost of freight paid on your order, unless the order is not delivered at all. 

WHEN WE DELIVER – The carriers that we use only deliver during office hours only, no weekend or after hours’ deliveries can be made. They do not deliver on public holidays.

PO BOXES - We cannot deliver to PO boxes under any circumstances

STEPS/STAIRS/LIFTS – The carriers we use will not deliver upstairs, up steps or via lifts. Delivery is to a ground floor doorstep only.

ACCESSABILITY – The carriers we use will require access to the delivery address, if access is not available for a large truck then alternative arrangements will need to be made. You must notify us of any potential access/delivery issues when placing your order. If the carrier cannot gain access to the delivery address to deliver, the customer will need to pay additional re-delivery charges prior to the re-delivery taking place

ADDRESS – To protect our customers, we can only offer shipping to the cardholders’ address, which will be verified during the transaction

CHANGE OF ADDRESS - Any change of delivery address made once your order has been dispatched may well incur a surcharge, this is set at that time by the carrier and will need to be paid for prior to any delivery address changes being applied to the delivery.  Please also note that the delivery charge may be greater to a different postal address than the original price paid. If this is the case, the difference in price will need to be paid for in addition to any surcharges and also in advance of any changes being made.

AREAS OF DELIVERIES

ALL ORDERS ARE CURRENTLY DISPATCHED FROM OUR MELBOURNE WAREHOUSE PLEASE CHECK BELOW FOR MORE SPECIFIC DELIVERY INFORMATION ON YOUR LOCATION BEFORE YOU PLACE YOUR ORDER

INTERSTATE METRO DELIVERIES:

Most items are shipped via HUNTER EXPRESS HD (Large Items) or occasionally STARTRACK (Small Items).  Please note that we may provide an approximate delivery time frame once your order ships, however we advise on all Interstate Orders to allow a minimum of 14 business days, and 20 business days as a worst case scenario to allow for circumstances beyond our control, this includes peak season delivery periods such as Christmas.

UNDER NORMAL CIRCUMSTANCES, BELOW ARE ANTICIPATED DELIVERY TIMES TO INTERSTATE METRO AREAS ONLY. THESE CAN VARY DEPENDING ON WHEN/HOW QUICKLY THE CUSTOMER MAKES THE BOOKING.

SYDNEY 3-7 BUSINESS DAYS

MELBOURNE 1-3 BUSINESS DAYS (ALSO SEE METRO MELBOURNE BELOW)

BRISBANE 4-10 BUSINESS DAYS

ADELAIDE 3-7 BUSINESS DAYS

PERTH 10-14 BUSINESS DAYS

HUNTER EXPRESS HD – Will contact you within 24 hours of your order being dispatched from our warehouse.  They will contact you via the email address & mobile number that you supplied us with when submitting your order.  Via the carriers’ online website, you will then be able to select the first available weekday delivery date for your order. This is booked online and you arrange this directly with the carrier, not us. 

HUNTER EXPRESS HD OFFER A WEEKDAY, DAYTIME DELIVERY SERVICE WHICH WILL BE BETWEEN THE HOURS OF 10:00AM - 6:00PM. THEY WILL USUALLY OFFER EITHER A 10:00AM - 2:00PM OR 2:00PM - 6:00PM DELIVERY SLOT. THE CARRIER WILL NOT CALL PRIOR TO DELIVERY.

Please note that until you book the delivery date, the order will be held at the local receiving depot in Melbourne. Any estimated delivery time frame provided will start from when you book your delivery date.

STARTRACK – We will send you an email containing the tracking number in order for you to track your product.

REGIONAL INTERSTATE & REGIONAL VICTORIA DELIVERIES:

Please contact us for delivery times for ALL Regional Areas.  These are currently via Hunter Express, and can take up to 7 business days following dispatch (Victoria Regional) and 7-14 business days after dispatch (Other States & Regional areas)  Please contact us before purchasing so that we can advise further.

MELBOURNE METRO DELIVERIES

For all deliveries to Melbourne Metro area we use MTX/CIVIC Couriers.  They offer a fixed (pm) afternoon delivery slot, which is Monday-Friday, and we will contact you to request which afternoon you wish the delivery date to be made. In all cases, delivery will take place between 1.30pm & 5.30pm. Please note specific delivery times cannot be provided or accommodated.  The driver does not call prior to delivery.

RECEIVING THE GOODS & ASSISTING THE DRIVER TO UNLOAD

ENSURING YOU ARE AT THE DELIVERY ADDRESS - With the exception of small items sent on Startrack or Australia Post, where Authorisation to Leave MAY be arranged, (see small orders below) - there must be someone at the address to receive, check and sign for the delivery.  As per our standard delivery terms, the carriers do not usually call before, even if we request this.  On larger items your assistance will be needed to unload, please see below.

LARGE ITEM DELIVERIES – The freight price includes one carrier driver only, and on larger assembled items the carrier driver will require assistance unloading the goods from the vehicle.  This is in accordance with Australian Health and Safety Legislation.  If you do not have assistance available, then a tail lift truck OR two-man team may be required to lift the goods from the vehicle and you must contact us before purchasing so that a quote for this can be provided.  This must be paid for prior to any delivery being made.  Please note that goods will however still only be delivered to the doorstep of a front door. Please DO NOT agree to the Terms & Conditions of purchase if you cannot assist the driver, as this will result in both a failed delivery fee, and a re-delivery fee at your own cost.  If you cannot assist, please contact us for a quote for assistance.  Please look for the icon on the item listing as the size of items is very clearly displayed. Below is an example.

Large ItemNo Upstairs

We cannot and do not accept any responsibility for any damages where the carrier, with or without the Customers permission, or at the Customers request, has taken furniture inside the customers’ premises. This is at the Customers’ own risk and we do not authorise the driver to do this.

SMALL ITEM DELIVERIES - On small item orders we will dispatch using either Startrack or Australia Post.  Depending on the order value, If no-one is at home to receive the delivery, the order will be left in a safe place. Once the order value reaches a certain level, the delivery MUST be signed for. We will advise you of which service we have used once the order has been dispatched

SIGNING FOR THE DELIVERY - In all cases, the goods must be inspected at the point of delivery. If the carrier will not wait, then the boxes must be inspected for any external damage at the very least and noted on the carriers’ paperwork. If the goods are signed for in "good condition" then any damage claims cannot be upheld, nor will replacement products or refunds be issued. In all cases, all damages, out of the box faults or imperfections must be reported to us within 24 hours of receiving the goods – Please see “REPORTING OF ALL ISSUES” below.

REDELIVERIES & FEES Unless Authority to leave has been specially arranged for smaller items and lower value orders, in all cases it is the Customers’ responsibility to be at the delivery address on the date of delivery and conform to all delivery criteria, such as assisting the driver with large items. If the carrier is unable to deliver the items for any of the reasons set out in our shipping terms, the customer may be required to pay a failed delivery fee, and a re-delivery fee prior to any re deliveries being made or booked in.

Any items returned to us as non-deliverable will incur delivery costs back to us and a re-delivery charge back to the customer. These exact charges will be advised at the appropriate time.  No items will be shipped out for a second time without prior payment of the incurred return freight to us and re-delivery charges to the customer.  If the products are damaged upon being returned to us due to un-deliverability at no fault of ours, the customer will not be eligible for a refund or an exchange and return and outbound freight costs will still apply. 

We reserve the right to charge for additional deliveries after the first attempt has been made as we may be charged by the carrier. Items unable to be delivered will be returned to the Carriers” Depot Warehouse and a re-delivery fee may be required to be paid prior to re-delivery being arranged.

MY-FURNITURE.COM.AU PTY LTD does not accept any responsibility for any claims for losses, loss of time, money or inconvenience incurred by carrier delays and/or damages.

IDENTIFYING & REPORTING DAMAGE, INCLUDING DAMAGE TO THE PACKAGING

You are covered for transit damage provided you let us know in writing within 24 hours of receipt of your delivery and in accordance with our terms as laid out here. Photographic evidence will be required.

TIME STIPULATIONS - In all cases, all damages, out of the box faults or imperfections must be reported to us in writing within 24 hours of receiving the goods. Customers MUST ensure that they inspect and thoroughly check their item(s) on receipt of their delivery.   If any items are damaged, delivery of that item(s) can be refused or must be marked on the carriers’ records as damaged. No exceptions. Do not sign the carriers’ documents until you have inspected the goods. If the carrier will not wait, then the boxes must be inspected for any external damage at the very least and noted on the carriers’ paperwork and the contents checked within 24 hours.  In most cases of transit damage there will be visible damage to the external box. Whatever the circumstances and without exception, if you sign for the goods in good condition we cannot uphold transit damage claims. We cannot replace/refund products that are damaged or have out of the box faults or imperfections and have not been reported to us within 24 hours.  Damages, out of the box faults or imperfections cannot be rectified after this time has expired. No exceptions will be made. All original packaging must be retained for damaged goods as the transport company may wish to inspect this. As well as requiring images of the item in question, we may also request images of the boxes.  Verbal reports over the telephone will not be accepted as a formal report. If we do decide to collect any damaged items, we also require any collections of damaged goods to be in the original packaging without exceptions – see below.

PACKAGING - In all cases, customers must keep the original packaging until they are happy with their order and they have inspected and checked their item(s) thoroughly.  Do not discard or destroy the original packaging until the items have been checked. If eligible for a collection service, item(s) will be need to re-packed for collection by the carriers. We cannot collect damaged items where the packaging is not sufficient for the return journey.

DELIVERY SHORTAGES - Delivery shortages must be notified to us in writing within 24 hours. In all cases you must note any missing items down on the carrier paperwork. We cannot replace missing or lost items for which we have not been notified in writing after a maximum of 24 hours have expired without exception

COLLECTIONS/NONE COLLECTIONS OF DAMAGED ITEMS - We reserve the right to not collect damaged goods. In most cases, provided photographic evidence has been provided, we may ask the customer to either keep or dispose of the damaged item(s). We will, in accordance with our Terms and Conditions, replace damaged items. The customer agrees to be bound by these delivery conditions upon placement of order by any method. In the event of reported damages in accordance with our Terms and Conditions, and provided we accept to collect the damaged goods, we will arrange a carrier collection on a date to suit you, this has to be a business day. Please note that the delivery company that we use will not deliver and collect items on the same day, this has to be two separate jobs.  Therefore, if a damaged item does need to be collected, the customer will be required to be available during an allocated business day.  The damaged item must be re-boxed securely in the original packaging.  The carriers will not collect any item without this. Please note that once the goods are signed for, the buyer takes full responsibility of the goods.  

FOR ALL REPORTS OF DAMAGES/SHORTAGES/OUT OF THE BOX IMPERFECTIONS, PLEASE SEE “REPORTING OF ALL ISSUES” BELOW.

PICK UPS/WAREHOUSE COLLECTIONS

You agree to all of our Shipping and Delivery Terms and Conditions when you collect goods from our warehouse.  A disclaimer will be provided for you to sign for the goods, and as such inspection of the boxes will be required.

WHAT YOU MUST BRING: Orders where shipping option "COLLECTION FROM WAREHOUSE" has been selected can be collected from our Melbourne Warehouse.  The address is 26 Green Street, Thomastown, Vic 3074.  Opening hours are 09:30am - 12:30pm & 1:00pm - 3:00pm Monday - Friday.  We will require a copy of the sales invoice that we emailed directly to you, and if paid for by credit card, we will require the cardholder to be present so we can verify the signature. 

IDENTIFYING & REPORTING DAMAGE INCLUDING BOXES – In all cases, all damages, out of the box faults or imperfections must be reported to us within 24 hours of collecting the goods. We cannot replace/refund products that are damaged or have out of the box faults or imperfections and have not been reported to us within 24 hours.  Damages, out of the box faults or imperfections cannot be rectified after this time has expired. No exceptions will be made. 

RETURNING ITEMS - If we agree to any type of exchange/refund, with prior arrangement with My-Furniture, items collected from the warehouse must then be returned to the warehouse for our full inspection, they must be brought back to us in the condition that they left, with no further damage than has been reported to us.  They must be re-packaged safely in the original packaging, and the customer will then be able to collect the refund/replacement/parts as necessary.  It is essential that all original packaging be retained, see below:

PACKAGING - In all cases, customers must keep the original packaging until they are happy with their order.  Do not discard or destroy the original packaging until the items have been checked.  As well as asking for images of the item in question, we may also ask for images of the boxes. As stated above, we will then require all item(s) to be returned to us at an agreed time.

PLEASE NOTE: WE DO NOT ACCEPT COLLECTION BY PRIVATELY BOOKED THIRD PARTY CARRIERS. COLLECTIONS ARE EITHER IN PERSON OR BY A NOMINATED INDIVIDUAL (NOT A PROFESSIONAL CARRIER COMPANY) WITH PROOF OF ID REQUIRED ON COLLECTION. ALL ORDERS WILL BE DISPATCHED BY OUR SELECTED CARRIERS AND BOOKED BY US ONLY.

RETURNS AND REFUNDS

At My-Furniture.com.au we want our customers to be completely satisfied with their purchase.

As well as reading and accepting our Shipping & Delivery Terms & Conditions, we also recommend you read our Refund, Return and Repairs policy prior to you making a purchase from My-Furniture.com.au. This will ensure that you are familiar with our policy on Refunds, Returns and Repairs, and your rights under the Australian Consumer Law.

You must immediately inspect any goods that we deliver to you or that you collect, to ensure you are completely satisfied with the goods, including that the goods are of acceptable quality, and match the description we have provided to you.

RETURNS OF INCORRECT, FAULTY OR DAMAGED ITEMS:

Our goods come with guarantees that cannot be excluded under Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. you are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

REPORTING OF ALL ISSUES:

WHO TO CONTACT & WHAT TO INCLUDE:

Having fully read and adhered to our Shipping/Delivery Terms & Conditions and our Pick Ups/Warehouse Collections Conditions, in the unlikely event that your goods are either damaged, faulty or incorrect, please email us immediately, within 24 hours of receipt of the goods on our customer service address:

support@my-furniture.com.au

Please Include:

  • Order Number and name
  • Date purchased
  • Date received
  • Full details of the problems
  • Photographs of the problems, including boxes.