Please carefully check all measurements as detailed in photos and Descriptions.
Be sure to take measurements at home before purchasing. Display photos are only 3D model demonstrations of what the product look likes but are not in exact proportion to the furniture in your home.
We are sorry for any Delays due to Covid, we will do our best to provide the most efficient service possible in these unpredictable times. Our partnered courier services are taking on increasing volume in shipments and workload. We truly appreciate your patience and understanding.
Where is my item being shipped from?
In order to provide the largest range and the most comprehensive delivery in multiple states across Australia including Queensland, New South Wales, South Australia and Victoria.
All Products from our collections are are shipped from our warehouses located in Melbourne, Australia.
Please be advised that when ordering multiple items they may come from different warehouses and with different couriers. You will be sent multiple tracking numbers if this is the case.
When will my item be dispatched?
Orders are dispatched each weekday from our warehouses in Australia. We are Fast & Efficient, about 95% of our products ship in 48 hours after cleared payment.
How long will it take to get to me?
The estimated delivery time frames are:
NOTE:
Who is it being shipped with?
We have multiple preferred service partners depending on the size and weight of your order and it's delivery address.
Please provide a physical address, we are sorry for any inconveniences our couriers cannot deliver to PO Box.
These include:
|
Carrier |
Website |
Phone Number |
|
Australia Post |
13 76 78 |
|
|
Aramex (Fastway) |
1300 327 892 |
|
|
Allied Express |
13 13 73 |
|
|
Hunter Express |
13 22 52 |
|
|
Toll Group |
https://www.mytoll.com/ | 1300 865 547 |
What day/time will it be delivered?
Unfortunately, we can't give you an exact day and time your order will arrive as this will be determined by the courier's transit times and trucking schedules.
Will I get a tracking number?
Consignment tracking details will be sent to you within 24 hours of your order leaving our warehouse. You will be able to track your order through the carrier's website.
The expected delivery time given by each courier is for reference only. Delivery might take longer than expected due to various reasons.
If you do not receive your tracking number, please contact our customer service team via contact form.
Can I leave a note for the courier?
Yes. During the checkout process you can leave a note which will be added to the delivery instructions for you order.
Please note: After your order has been dispatched from our warehouse you will need to call the courier directly on the numbers provided above to add any notes to your order.
Can the courier call me before delivery?
As some of the couriers we use are contractors, there is no guarantee they will have the facilities to call you the day of delivery.
Your best bet is to leave a note to call you during checkout anyway. Or alternatively, have your item shipped to your work address where someone will be available to sign for it.
What if no one is home to receive my order?
If no-one is home and there is a secure and dry place to leave your order, then the driver may leave your item(s).
If there's no safe place they will leave a calling card and you can call them to arrange a re-delivery date.
In the unlikely event that your parcel is returned to us due to there being an inaccurate address or it being rejected by a receiver, our customer service representative will contact you via email.
A re-delivery cost may occur for any products that are returned to us due to incomplete addresses.
Can you deliver to my postcode?
Most items on Decorly can be shipped to most areas of Australia.
Please provide a physical address, we are sorry for any inconveniences our couriers cannot deliver to PO Box.
Unfortunately, there are some restrictions with bulky items that we aren't able to ship to the postcodes highlighted below, as well as certain other regional areas, depending on the size and weight of the item.
Undeliverable Postcodes For Bulky Items
|
State |
Postcode |
|
NT |
0800-0999 |
|
NSW |
2641, 2717, 2831, 2898, 2899 |
|
QLD |
4184, 4421, 4450-4499, 4680, 4700-4999, 9920-9999 |
|
SA |
5701 |
|
WA |
6055, 6215-6799 |
|
TAS |
7151 |
Note: If your postcode is not listed above and you're located in a rural or isolated area, please contact us to ensure your order is eligible for free shipping.
Can I pickup my order from your warehouse?
Pick up or arranging your own courier is not available at our warehouses to ensure our distribution centres can dispatch all goods efficiently at all times.
Please carefully check all measurements as detailed in photos and Descriptions.
Be sure to take measurements at home before purchasing. Display photos are only 3D model demonstrations of what the product look likes but are not in exact proportion to the furniture in your home.
We only accept return of products if they are defective or are faulty item/s. However, if there are parts we can replace we will send replacement through post with tracking.
Buyer are required to notify Decorly within 10 working days in the unlikely event that the item arrives damaged or faulty.
To complete your return please contact decorly customer support directly. You will need to state your order number, describe the problem precisely and provide evidence photos & video to support your claim, and state whether you are requesting a replacement, repair, refund or credit. Please do not send your purchase back to the manufacturer.
Non-returnable items:
- Gift cards
- Downloadable software products
- Some health and personal care items
What should I do if there is a part missing?
Please check the packaging very thoroughly as the small components might become loose during the shipping. If there is a part/s missing, please contact us immediately so that we can offer our assistance. We will send replacement or organise a solution if parts are not available in a short time.
Exchanges (if applicable)
We only replace items if they are defective or damaged. Therefore please take measurements and read description carefully before purchase. If you need to exchange defective product, please contact decorly customer service via contact form and we can help you organise the return address.
Warranty
We generally offer 12-months warranty, unless stated otherwise.
Electronic products comes with 3-months warranty.
The following terms and conditions apply to warranty:
Damage on Arrival (DOA) Warranty
Buyer are required to notify Decorly within 10 working days in the unlikely event that the item arrives damaged or faulty.This warranty only applies to items that are broken when arrived or appear to be not functioning on initial usage.
The following terms and conditions apply to DOA warranty:
- Buyer must check their item(s) and report the damages or faults (pictures or videos) to us by email after receiving the item(s). We reserve the right to refuse any claims made after this time frame or additional charges (postage and handling) may apply.
Once assessed and approved by our customer service team, you will be contacted to proceed with the return, refund or replacement process. Please do not attempt to return the item without our approval.
To make a claim, you need to describe the problem precisely and provide evidence to support your claim, and state whether you are requesting a replacement, repair, refund or credit.
Refund generally takes up to 2 working days to process and will notify you once the refund has been processed. However, please allow an additional 5 working days on top for your financial institution to process it.
A refund or replacement will not be provided if products are being misused, mishandled or mistakenly installed. Customers are responsible for following the instructions and advice given by the manufacturers.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact decorly customer service via contact form.
Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.
Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.
Return Shipping
To return your product please contact decorly customer service via contact form.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
If you decide to use your own courier service, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
