Help Centre

Shipping & Delivery

If you add the item/s into your shopping cart and then enter your postcode. You will then be given the final price for the item/s inclusive of shipping and GST.

Unfortunately, we don’t offer pickups from our warehouse for any of our products.

There is a 1-3 day estimated time frame for dispatch on our products.

We use Direct Freight Express as our main courier but in some cases your item can come from other couriers.

Unfortunately, you are unable to arrange your own courier for delivery. You would need to have the item/s delivered by our assigned couriers.

There are some instances where the courier that is assigned for delivery of certain products can’t arrange delivery to certain locations. Please refer to our Delivery Information page for more info.

Please refer to our Delivery Information page for more info.

If no one is present when the delivery is made the courier will leave a calling card explaining how to collect or arrange re-delivery.

In most cases, the courier will leave it in a safe place.

No, we cannot deliver to PO boxes or Parcel Lockers because they’re usually too small to accept most of the items we sell. Most of our goods are delivered by courier or specialist furniture carrier directly to your door.

Once your items have shipped out you will get an email notification and a tracking number attached to it. This tracking number will be linked to the carrier tracking website and if you click on it, it will allow you to track the status of your order. In some cases, tracking updates could take 24-48 hours to update accurately. 

Alternatively, you can always contact the courier directly and quote your tracking number and they will be able to give you more accurate tracking information.

Once your items have shipped out you will get an email notification and a tracking number attached to it. This tracking number will be linked to the carrier tracking website and if you click on it, it will allow you to track the status of your order. In some cases, tracking updates could take 24-48 hours to update accurately. Alternatively, you can always contact the courier directly and quote your tracking number and they will be able to give you more accurate tracking information.

If the tracking is not showing up anything, or is saying invalid please double check the tracking number you have put in. It can take upto 48 hours for the tracking to update.

If the tracking still does not work after 48 hours then get in touch with us and we will investigate further.

Our couriers deliver Monday to Friday between business hours which are 8 am to 6 pm.

No, Furniture King currently only ships Australia wide.

No, we currently don’t offer an overnight delivery service.

Unfortunately, for reasons outside of Furniture King’s control we are not currently able to request a specific delivery date. We are constantly working on ways to improve our delivery service and hope to have this available in the future.

Yes, when entering your delivery information there is a section for you to add an authority to leave.

Yes, when entering your delivery information there is a section for you to add an authority to leave and you can enter the instructions here. Please note that these instructions can only be basic and won’t allow you to arrange specific delivery dates or times.

Order Queries

Unfortunately items are occasionally damaged in transit or faulty.

If an item arrives and the packaging or the item itself is clearly and significantly damaged/faulty, you should take photos or video showing the damage/fault, refuse to accept the delivery and contact us immediately. We’ll share your feedback with our delivery partners and suppliers to ensure our service and the quality of packaging is improved.

If you notice that an item is damaged/faulty after it has been delivered to you, please take photos or video clearly showing the damage/fault and contact us as soon as possible, ideally within 3 business days of receiving your delivery.

The type of remedy we offer will depend upon the circumstances. We will work collaboratively with you to find an outcome that you’re happy with. For example we may arrange to:

– Suggest a self repair (with an offer of compensation to you)

– Arrange a repair by a local tradesperson in your area (with an offer of compensation to you)

– Offer a partial or full store credit voucher or refund

– Replace the product (subject to availability)

– Arrange for the product to be returned to us or our supplier

If we require you to return the product to us, we will pay the cost of the return.

Very occasionally we may accidentally ship the wrong item to you. If you have received an incorrect item, let us know as soon as you can, ideally within 3 business days of receiving your delivery. We will offer to send you the correct item and arrange for the pick up and return of the incorrectly shipped item at no cost to you.

Our items ship out from multiple warehouses around Australia and this means different products will ship from different locations and may not arrive at the same time. Once an item has left our warehouse you will be sent a “shipped” email confirmation with tracking details. The email will specify which items have shipped and you will receive a separate email for items from multiple warehouses.

If the tracking for the missing items shows as delivered then please let us know within 3 business days which item is missing and we will further investigate this.

Very occasionally we may accidentally ship the item to you with missing parts. If you have received an item with missing parts, let us know and send us a photo of the assembly instructions circling the missing parts as soon as you can, ideally within 3 business days of receiving your delivery. We will offer to send you the missing parts or provide compensation to you to obtain the missing parts.

You may request to cancel an item from your order, only before an order reaches the dispatch processing stage. After an order reaches the dispatch processing stage, cancellations may not be possible.

You may request to change the shipping address on an order, only before an order reaches the dispatch processing stage. After an order reaches the dispatch processing stage, address changes may not be possible.

Unfortunately not, once an order has been finalised no additional items can be added. A separate order would need to be placed.

Unfortunately not, once an order has been finalised, the estimated lead times will be accurate. We are unable to hold orders.

Pricing & Payment

We offer payments via Visa, MasterCard, PayPal, Afterpay and Store Credit.

No, we unfortunately don’t offer a layby service. We offer Afterpay as a payment option that may be of assistance to you.

Account

You can update your email address and/or password in the My Account section of the website.

You can unsubscribe from our newsletter in the email you receive.

We’re sorry to hear you have forgotten your password, you can reset your password by entering your email address from the Lost Your Password section and we will send you an email.

You can update your shipping and/or billing address in the My Account section of the website.

You can view your orders in the My Account section of the website.

You can leave a review on any purchased product in the My Account section of the website.

Warranty & Returns

Unfortunately, not all items sold on Furniture King are returnable.

Non-returnable items included but not limited to:

– Products described as “made to order”

– Mattresses, bedding and pillows

– All forms of clearance stock (e.g. warehouse, floor stock etc.)

– Clearance items

– Personalised items

– Gift Cards

– Orders for commercial or non-domestic use

Items returned must be in “as-new condition” and packaged securely in the original packaging. This means you have not used, assembled, damaged, washed or laundered any of the items.

No, we only accept returns for item/s that are unused.

We are unable to accept returns delivered in person to our courier depots, offices or warehouse facilities.

No, unfortunately, in order to monitor the status of the return we need to book the labels under Furniture King courier accounts.

Unfortunately,  we don’t offer direct exchanges on any products. The Customer Care team can assist you to return the item, and then place a new order for the item/s you are after.

Furniture King is offering a 2-year warranty on all products unless stated otherwise.

It is your duty to notify us within 10 working days of receiving any damaged products, which is a very rare and unfortunate case from our side.

For calming and processing your warranty you are requested to email us at  support@furnitureking.com.au. In your email please mention your order number along with the fault(s) and also some pictures, video clips, and a short description of what has actually happened.

Your claim will be entertained and accessed by our warranty team and you will be contacted about the next steps to take. You are requested not to initiate a return without proper approval.

In the case of mishandling, a mistake in installing and misuse of the product(s) any refund or warranty claim will not be entertained. It is the responsibility of the customer to follow guidelines provided by the seller for handling and installation of the product(s).

We ensure checking of all product(s) before delivering but in some cases, if the product(s) delivered to you are missing any part(s) or any part(s) is broken we have provisions to help you out.

Furniture King provides replacement(s) of missing and broken parts. Take photos of the part(s) which needs replacement and along with your order number to support@furnitureking.com.au.

In case if a suitable part is not available we will manage full replacement or a suitable compensation of the same to you.

Unfortunately items are occasionally damaged in transit or faulty.

If an item arrives and the packaging or the item itself is clearly and significantly damaged/faulty, you should take photos or video showing the damage/fault, refuse to accept the delivery and contact us immediately. We’ll share your feedback with our delivery partners and suppliers to ensure our service and the quality of packaging is improved.

If you notice that an item is damaged/faulty after it has been delivered to you, please take photos or video clearly showing the damage/fault and contact us as soon as possible, ideally within 3 business days of receiving your delivery.

The type of remedy we offer will depend upon the circumstances. We will work collaboratively with you to find an outcome that you’re happy with. For example we may arrange to:

– Suggest a self repair (with an offer of compensation to you)

– Arrange a repair by a local tradesperson in your area (with an offer of compensation to you)

– Offer a partial or full store credit voucher or refund

– Replace the product (subject to availability)

– Arrange for the product to be returned to us or our supplier

If we require you to return the product to us, we will pay the cost of the return.

Well, we understand that the occurrence of such incidents is normal but unfortunately, we don’t have any such arrangement for refunding in case of change of mind cases. 

Still in some cases, if you change your mind please contact us at support@furnitureking.com.au stating your order number and the reason for your refund. You are requested to choose carefully as a return in case of change of mind is not entertained by us.

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