Policies

Timber

A natural feature of solid timber is its size, varying colours, grains and textures. Splits and cracks may develop as it responds to the environment and these are not to be considered a fault or flaw and will not compromise the construction of any furniture we make.

As timber is a natural material, we will choose the best boards from our pack of timber to suit the specifications on your invoice in relation to finish and size.  We will not replace or refund an item if the colour, degree of feature in the timber or final sizing does not meet your expectations.

As a standard dining tables are an average height of 73cm to 76cm and we will do our best to achieve the height as stated on your invoice without too much variation.

Production Lead Times

From receipt of your order and payment, Lumber Furniture will endeavour to complete your order within 10 to 12 weeks. This may extend to 10-14 weeks during busier times or christmas.

We will provide you with an estimated date upon placement of your order. Delays do not constitute a breach of the agreement and Lumber Furniture is not liable or responsible for any disruptions or costs incurred. We will , however, do our best to meet the estimated date.

Storage

If your build, renovation or move is delayed you must give us at least 14 days weeks notice so we can plan accordingly. We do not hold finished furniture due to risk of damage and space constraints.  If the purchaser requests that an order be held or delayed without the 2 weeks notice, this shall incur a weekly fee of 1% of the total value of the goods or $100 whichever is greater.

Delivery Lead Times

To meet your delivery requirements in the best way possible, we use our local drivers & Allied Express for interstate orders who deliver anywhere within Australia. Your location and order size will impact on the speediness we can get your order to you. Provided all items are complete, delivery lead times are as follows:

NSW, VIC, QLD and ACT metro areas between 3 and 7 business days.

Perth and Adelaide between 4 and 14 business days.

Non-metro areas (including Hobart and Cairns) between 5 and 14 business days.

Customers are responsible for checking that all goods have free and easy access to their intended destination. Additional costs apply for difficult access.

Purchaser must inspect and note any damages upon delivery and advise our store within 24 hours.

For special requirements, please contact our customer service team on [email protected]

Tracking Your Order

Our policy is to keep you informed. When your order is despatched, we will contact you by email and/or SMS with the relevant tracking information so you can keep a close eye on your delivery.

For orders being delivered within Melbourne Metro consisting of bulky or fragile items, you will also receive a call from one of our professional furniture delivery team to confirm a suitable time for delivery.

Delivery Policy

Interstate Deliveries: for non-bulky and non-fragile goods are to your front door only.

Local Deliveries: For bulky or fragile goods we believe your purchase deserves a special degree of handling and care. To ensure this we use professional furniture delivery specialist who call to confirm a time for delivery and take extra care throughout the entire process. Your item/s will be hand unloaded and carefully placed in your home or office by two professionals. This service does not include unpacking or rubbish removal.

We must be notified at least 24 hours from the day the product is delivered to you of any any issues with finish or mechanical issues.

DELIVERY
LOCAL MELBOURNE DELIVERY
Upon receipt of balance payment, our drivers will confirm a delivery day with you. I, personally cannot confirm a delivery day or time as our staff in the workshop do all the scheduling.

Our drivers will be in contact with you to arrange a suitable day & time for delivery. We need a 5 HOUR delivery window to cover loading, travel time, traffic hazards, unloading & installation. We appreciate your flexibility & understanding. Ben will call you as he leaves Cheltenham or a prior delivery.

GOODS RECEIVED IN GOOD CONDITION

You will be asked to sign a Goods Received In Good Condition form. This document confirms that you have received and thoroughly inspected the furniture delivered or picked up from Lumber Furniture and state that all items received were in good condition. If they are not in good condition, you must refuse the delivery.

You MUST inspect the furniture thoroughly at the point of delivery. ALL questions regarding finish must be addressed with our drivers while they at the delivery address. Our drivers have direct contact at any given moment with our furniture makers to discuss any questions you may have. Failure to address your questions at this point, will result in a return delivery fee to our workshop at your cost.

Our furniture makers will not come out to the delivery address.

Picking up Your Order

Pick up is not an option.  We have a professional delivery service that ensures receiving your furniture is a joy.

Delivery Charges

All deliveries have freight charges calculated depending on the size of the order (some orders must be delivered by a 2 man crew for safety reasons and to ensure you receive the best service possible) and the delivery address.

Signature on Delivery

All shipments contain valuable goods. Because of this, our carriers are contracted to produce a Proof of Delivery.

If you are comfortable with having your order left without the carrier obtaining a signature, please indicate this to administration.

We are unable to accept any responsibility for your order once delivered if you select this option.

Assembly

Unless otherwise stated, furniture does not come pre-assembled. Please email our customer service line on [email protected] if you require information regarding specific item assembly.

Payment Method

We accept direct deposit into our bank account. All payments are in AUD.

Please note: goods will not be dispatched until full payment has been received by Lumber Furniture.

To pay with direct deposit, please use the following details:
Bank Account Westpac

Lumber Furniture

BSB: 033-055

A/C: 352987

Ref#: (please use your full name)

Customer Service Policy

Lumber Furniture is committed to providing exceptional customer service and quality products.

Insurance

All shipping costs are inclusive of insurance.

Warranty

All Lumber Furniture products are backed by a 12 month structural warranty.

Lumber Furniture is committed to the excellence of our products and providing first class customer service coupled with unbeatable value. If your product arrives or presents with damage or a fault, please email us at [email protected] and provide:

  • A detailed description of the damage or fault; and Photos (or video, where appropriate) showing the damage or fault.
    How Lumber Furniture will solve product faults.

The best solution to any product fault depends on the nature of the fault itself, and each fault will be given a tailored solution to best solve the customer’s problem!

The solutions available are as follows (in order of priority) – and all at no cost to our customer:

  1. SPARE PARTS: If the fault can be solved with the provision of a spare part(s) – we will immediately send the customer the spare part(s).
  2. PARTIAL CREDIT/REFUND: If the fault is merely superficial – we will offer a partial refund.
  3. REPLACEMENT: If the fault can be solved by the provision of a replacement but not a spare part – we will send the customer a replacement as soon as possible. Please note that Lumber Furniture may or may not require the return of the faulty product prior to sending a replacement, in its discretion.

What types of product faults does Lumber Furniture cover?

Lumber Furniture warrants all goods to be free from defects in material and workmanship, and of acceptable quality and durability in every possible way!

The warranty does not cover:

• Change of mind;

• Normal wear and tear;

• Splits and cracks in the timber
• Damage arising from abnormal use, or abuse; and
• Products which have not been maintained (for example, concrete, leather or timber care), or which have been modified.
• Damage to packaging only;
• Insignificant minor variations in dimensions, colour, grain or finish; and
• Very minor chips or superficial blemishes.

Security Policy/ Safe Online Payments

We process our payments with Eway and PayPal. Your personal information is encrypted and securely processed via Eway without you leaving the security of Lumber Furniture. If you have any questions regarding our security policy please contact our customer support at [email protected]

Pricing and Product Availability

We exercise great caution in trying to avoid errors in pricing and product information. If such mistakes occur, we reserve the right to correct them. We apologise in advance for any inconvenience this may cause.

Lumber Furniture reserve the right to change the units available for at any time throughout the duration of the promotion.