Returns & Exchanges

 

Can I return a item?

Since most of our products are custom made, personalized and ordered specifically for you, this cannot be returned or exchanged unless the item is faulty or damaged. Please take a good care when selecting your purchase, and feel free to discuss with our friendly staff members prior to purchasing the item.


My item arrived damaged. What should I do?

We only use trusted, carefully selected delivery companies, who look after the delivered products. However, on very rare occasions (almost never), an item might be damaged during transportation. If this is the case, do not panic; please contact us within 3 business days. We will arrange for the damage to be repaired, or for the item to be replaced if repair is impossible.

In order to expedite the process, please email us images of the damage. Damage claims made 7 or more days after delivery will be treated as warranty claims, and the customer will bear the delivery costs incurred in the process.


My item arrived with a fault. What should I do?

We pride ourselves on conducting strict quality control of all finished products however, if there is a fault, take a deep breath, because our products are covered by a warranty. Contact us within 7 business days to report a fault. We will contact the relevant manufacturer in order to repair the damage or replace the item if repair is impossible.

In order to expedite the process, please email us images of the fault. All warranty claims, the customer will bear the delivery costs incurred in the claim process.


My new product does not fit into my place. Can I return it?

Unfortunately, you will not eligible for a return and refund if your item does not fit through to, or within, your space. Please ensure that you have measured your space (and access to that space) carefully before you complete your purchase. Our experienced staff members are ready to provide you with as much information as possible to ensure that you have everything you need to know.


I have just placed my order. Can I cancel it?

If your order has not been forwarded to a manufacturing team or a supplier, you are very welcome to cancel it for a full refund. However, if your order has already been forwarded to a supplier or the manufacturing process has begun, order cancellation fee is 50% of the original purchase price. Please feel free contact us to check the status of your order.


The sofa that I have ordered just arrived with slightly different dimensions, colour or firmness.

All of our items are hand crafted by highly skilled furniture makers, here in Sydney. Due to the nature of hand-crafted (not machine-made) process, each piece may slightly vary in dimensions, colour and firmness due to the thickness and composition of fabric or leather, the type of foam used, the leg stain, etc. These variations do not constitute a fault, but rather reflect the unique character of each piece.