Shipping policy

DELIVERY

If you have a permanent metro address in Australia, we can deliver online orders to you. If you do not have this, we are unable to deliver online orders to you. We need to do a manual quotation for all rural addresses, please inquire through by email sales@oakfurniturestore.com.au We offer delivery services of one men palletized drop-off only in Australia. Delivery service does not include carrying items upstairs or into your home. Your furniture will be placed at the front door of your house or at the main entrance of your apartment building, based on your scheduled delivery time. Please ensure someone is available to receive and move the items inside if needed. If you need extra help or have special access needs, please contact us before ordering.

The date detailed in the confirmation by phone is the date we will aim to have your goods to you.

Should you be unable to take the delivery on the arranged date, please inform the carrier service at least 48 hours in advance. This is so that another date can be arranged. On the newly arranged date, return charges will apply if the carriers can then not access the place of delivery. In some situation, your accessibility is very limited, if the delivery service on site takes longer than 15 minutes to carry the item upstairs and place it, additional onsite time charges may apply. These are billed at $180+/hr, with the first 15 minutes excluded.

Any changes we or you make to an existing order will impact when it is delivered. The originally confirmed delivery date may therefore not be attainable. If this is the case we will provide you with a new delivery date as quickly as possible. 
The responsibility for providing a safe way to access the place of delivery from the public highway is yours. Should the delivery staff or carriers deem the route unsafe then they will refuse delivery until it is made safe. Items are usually delivered using a 7.5-tonne truck. Please ensure that your property is accessible.
If there is no safe way to access the property and we are therefore unable to deliver, we reserve the right to cancel your order and then refund payments, subject to our policy on returns.

If at the time of attempted delivery, you are not available, It is then your responsibility to contact the carriers and arrange redelivery. If more than 48 hours are left the furniture may then be returned to Oak Furniture Store Australia 's depot and return charges will apply to you. The return charge will also apply if on delivery there is no safe way to access the property.

We are not liable for loss or damage due to delay due to unforeseen circumstances or reasonable delay, outside of Oak Furniture Store’ reasonable control. Carriers will not offer Saturday drops or timed drops. Should you receive an item as damaged, please email us with the photos so that we can put the problem right as soon as we can. Please email us first rather than instruct a carrier to arrange to exchange the goods. You must inform us of the damage within 24 hours. We must have proof of the damage to refund, exchange, or facilitate allowance. This proof needs to be in photographic form.
Please note: If an item is delivered via parcel service please inspect the external packaging for obvious signs of damage. Any signs of damage should be signed for as damaged at the time of the delivery. Failure to do so, may slow the exchange procedure.

A mattress ‘only’ order will be dispatched to the carrier within 14 working days.
Should you choose to have items delivered to a third-party carrier, we do not accept responsibility or liability for damage to the goods. When you use your own third-party carrier, the risk involved in the forwarding delivery is your own.
If you order multiple items, we will give you a dispatch date worked out based on the longest lead time.
Should multiple orders be placed to be delivered to the same address, the items will be grouped and the dispatch date will again be worked out based on the longest lead time.

All promotional activities exclude shipping fees, which are charged separately.  Shipping fees are calculated as a single quote based on the total order. This means that regardless of item availability, all items in the order will be shipped together only once they are in stock and ready for dispatch. If you require items with different estimated arrival times (ETA) to be shipped separately, we recommend placing separate orders based on the availability dates. This allows us to prioritize in-stock items for immediate dispatch.