Help

FAQ - Frequently Asked Questions

 

My Account

Q. How can I Log In?
Q. Can I checkout as a guess?
Q. Why do I need to create an account?
Q. What if I have forgotten my password?

Orders

Q. How can I view my order?
Q. Can I combined postage on multiple orders?
Q. What if I need another copy of my Invoice. OR My invoice is Missing
Q. Can I change My Order.

Shipping & Delivery

Q. How do I track my item/s
Q, What if I'm not happy with the amount quoted online.
Q. Can I pick up.
Q. Can i change the shipping address
Q. How is shipping calculated on My order.
Q. What if I cannot see my postcode.
Q. What if my package shows delivered but you can't find it.

Returns

Q. If I don't like my purchase can I return it?
Q. When will I get my refund?
Q. How are refunds Issued
Q. Will I be charged for return shipping.

Payment

Q. What form of payments do you accept?
Q. Do we store your Credit Card Information?
Q.  Are my payment details secure?

 

My Account

            Q. How can I Log In?

                      Your email address and password supplied at the time of your first purchase, is your login and password.

            Q. What if I have forgotten my password?

                      If you have forgotten your password you can obtain a new system generated password, which will be sent to you via email..

            Q. Why do I need to create an account?

                      Customers that create accounts can login and view past orders, track current orders, and create wish lists. You may also view or print invoices, and make secure payments from my account portal.

            Q. Can I checkout as a guest?

                        Yes you can checkout as a guest. Though we do require your details for delivery and identification when collecting from our store.

            Q. Can I Change my Password?

                        Yes you can change your password. Login to My Account. Select tab "Change My Password" 

Orders

            Q. How can I view my order?

                        You can View, Print and track orders you have placed, in My Account. My Account can be accessed from the top of the page. You will also receive an email notifying you that your order has been dispatched with the tracking number.

            Q. Can I combined postage on multiple orders?

                        Postage is combined on the number of items purchases during the checkout process. Once committed to purchase, multiple orders cannot be combined.

            Q. What if I need another copy of my Invoice. OR My invoice is Missing

                        Please follow these instructions to print a copy of your invoice:

                                    Select My Account from the top of the page

                                    Go to My Orders

                                    Click the print button next to your order.

            Q. Can I change My Order.

                        No you cannot change an order once you have committed to buy.  You can however cancel your order and purchase again.

                        Please call (03) 9428 0677 or email us with your order number and we will cancel the order for you.

            

Shipping & Delivery

            Q. How do I track my item/s.

                        After an order has been dispatched you can track your packages by login into My Account, then selecting My Orders. Once in My Orders, you can find each of your orders placed, amount owing on each order, and if your order has been dispatched.

                                    To track your package:

                                                Go to My Orders.

                                                Go to the order you want to track.

                                                Click the Track button next to your order

                        Note: Some shipments, such as standard international shipments, are not trackable. International orders may be subject to customs clearance procedures that can cause delays in delivery. 

                        For further information about tracking please call the tracking company applicable referencing  your tracking number or contact us for assistance.

                        Australia Post  Website: http://auspost.com.au/track/ , Or Phone 13 13 18

                        Star Track Express  Website: http://www.startrackexpress.com.au/ , Or Phone 13 23 45

                        TNT Express  Website: http://www.tnt.com/express/en_au/site/home.html , Or Phone 13 11 50

            Q. What if my package shows delivered but you can't find it.         

                        •           Verify your shipping address in My order

                        •           Look for a notice of attempted delivery in your mailbox

                        •           Look around the delivery location for your package

                        •           See if someone else accepted the delivery

 

            Q. Can I pick up.

                        Yes All orders can be collected from our warehouse and showroom in Richmond Vic.

 

            Q. Can i change the shipping address

                        Yes during the checkout process the you can add a different address to your billing address

 

            Q. How is shipping calculated on My order.

                        Shipping charges are based on the weight, size and destination of your parcel. Our postage calculator can be found showing on each product detail page. When requiring a shipping charge for more than one item please add the individual items to your shopping cart and then items can be viewed, removed and shipping calculated from your cart prior to checking out.

            Q. What if I cannot see my postcode.

                        If you cannot see your postcode in the shipping calculator, don't hesitate to call or email as we are here to help. generally a quote can be done over the phone. For large bulky items we may have to email transport companies to obtain a quote. This may take up to 2 days for an answer.

            Q, What if I'm not happy with the amount quoted online.

                        Please contact us if you are not happy with the online quoting in delivery charges.  For large or bulky orders these can be sent via alternative transport companies. We are happy to quote prior to you purchasing or you can arrange your own courier / delivery.

                       

Returns

            Q. If I don't like my purchase can I return it?

                        You may return most new, unopened items purchased within 14 days of delivery for a full refund less shipping cost ( restocking fee of 30% may be applicable on Bathroom and kitchen products.)

                       

            Q. When will I get my refund?

                        Usually in about 2-3 weeks. Most refunds are fully refunded in 3 days after we receive and process your return. You can check the status of your refund in My Account - My Orders. If your refund is not showing as refunded in My Account, contact us for further assistance.

                       

            Q. How are refunds Issued

                        Most refunds are issued based on the payment method used at the time of purchase.

            Q. Will I be charged for return shipping.

                        If you are unhappy with your item, the buyer may return it at their own postage cost in its original condition + packaging, and we will refund product cost excluding delivery charges.

 

                        If item/s purchased are received damaged on arrival, or with a manufacturing fault, or the wrong item sent, refund will be in full. Photo/s of the item/s are required for verification of  fault.  Please contact us to arranging return shipment.

 

            For more information, please refer to our Returns Policies

 

Payment

 

            Q. What form of payments do you accept?

                        We accept mastercard, visa, America express, Aust post money orders,direct deposit and Paypal. Cheque when paying in store. Banking details are supplied when checking out.

            Q. Do we store your Credit Card Information?

                        We do not store you credit card information as you are transacting directly with the ANZ Bank Merchant Facility.

            Q. Are my payment details secure?

                        Our website is SSL certified. SSL provides a mechanism to verify the identity of  our website, and to encrypt the messages sent between our website and yourself.  Our Webhost goes to great lengths to secure its servers. This includes daily 3rd party network scans, the installation of intrusion prevention software, redundant firewalls and strict security policies. Our SSL certificate is certified to the Highest strength 2048-bit signatures with 256 bit encryption.