Frequently Asked Questions
Find answers to all your questions shopping with FurnitureOkay. Our FAQs covers all details about purchasing, shipping, delivery, returns, and more.
Shopping & Payment
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Not everyone is comfortable with buying outdoor furniture online without seeing them in-person - we get it. You can book a Virtual Appointment to take a better look at your favourite products over video call, from the comfort of your home. To find out if a particular product is available for viewing, look for "See this product virtually" icon on the product page. Alternatively, drop by at our warehouse-style store in Melbourne’s south-east.
By eliminating showrooms, we keep our costs low - and pass those savings on directly to you.
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Not everyone is comfortable with buying outdoor furniture online without seeing them in-person - we get it. Sometimes images and description may not answer all questions you have with a particular product. A Virtual Appointment provides you with the opportunity and convenience to see certain aspects over video call, such as material texture, seat firmness, mechanisms in action and more. Even if you're still in the research stage, one of our Outdoor Specialists can work with you and provide you with the expert advice you need to create your dream outdoor living area.
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To find out if a particular product is available for viewing, look for "See this product virtually" icon on the product page.
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We accept most credit and debit cards, PayPal, Afterpay, Zip, and bank transfer. Some payment options may not be available on all products. You can call 1300-682-302 for more information.
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Absolutely. FurnitureOkay's storefront & payment gateway is powered by Shopify, one of the world's largest ecommerce platforms. Shopify uses the SSL (Secure Socket Layer) industry standard, the highest level of security available today for web-secured applications.
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We're more than happy to provide step-by-step guidance over the phone with you to place an order online, just give us a call on 1300-682-302. For security reasons, we don't accept payment over the phone.
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If an item is not in stock, you will be able to secure an order with a 10% deposit + shipping cost. The item will be ready within the timeframe indicated at the time of your order. During this time, you'll receive automatic price protection against any price increase. If you change your mind and no longer wish to proceed with the order, you have the option to cancel the order and receive a full refund. Once your order is ready, we'll notify you by email with an invoice for you to complete balance payment online.
Shipping & Delivery
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Shipping cost to your area is calculated and displayed on the cart page before check out. Combined shipping can be calculated by changing the quantity or adding multiple items to the same cart.
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Items are estimated to ship from our warehouse within the timeframe indicated on the product page. From there, the transit time estimates how long it takes for the item to be delivered to you after it ships. Transit time is displayed on the cart page before check out. In the case where items in the same order have different timeframes, FurnitureOkay may choose to ship the items together when all items become available.
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For bulky & heavy items, your order will be delivered to your front door (ground floor only) or loading dock (in the case of multi-story). You may be required to assist the delivery driver in unloading these items from the delivery vehicle. We recommend inviting someone over to help. If you are unable, or unwilling, to provide such assistance, please contact us prior to proceeding with your order. Assistance may be available for an additional fee.
For non-bulky items, deliveries may be left in a place deemed secure by the carrier if no one is available to accept the package. Signature on delivery is not required for service provided by these carriers. Otherwise, the carrier will leave a card advising you to schedule a new delivery or alternatively amend your delivery address.
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Premium Delivery is available for selected products in certain postcodes for an additional fee, this service includes carrying (ground floor only), unpacking, assembly and packaging removal. Please ensure that the items will fit through doors/entrances. Contact the FurnitureOkay Customer Service for details.
Alternatively, consider using a service such as Airtasker to find an experienced assembler near you.
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If you have not yet received your shipment notification you may be able to amend your details, please contact the FurnitureOkay Customer Service.
If your order is already in transit, please call the FurnitureOkay Customer Service immediately.
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In case of any problems with your delivery, FurnitureOkay will be in direct contact with the carrier to resolve the issue as quickly and with as little inconvenience to you as possible. We will make every effort to contact you and keep you informed of the progress of our investigation and where appropriate, deliver a replacement. If you have already received your order and find that it is damaged, please call the FurnitureOkay Customer Service within 2 business days from the delivery date.
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Products can be picked up from our Melbourne store. Items marked "In stock" will usually be ready for pick up within an hour. Once you're ready to purchase, select "Pick-up" at checkout. You'll receive a notification email when your item is available for pickup. Please wait for this email before coming to the store. For orders placed in-store, we'll do our best to have them ready in a timely manner, however there may be a wait of up to an hour during busy periods.
Returns & Refunds
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We offer a 30-day return policy for our products. If you are not fully satisfied with your purchase, you can return your undamaged product to FurnitureOkay within 30 days of purchase for a full refund. Please contact us or call 1300-682-302 to request a return. Products that are marked Refurbished, or Clearance are not eligible for the 30-day return.
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Once you've submitted your return request, you'll receive an email confirming your estimated refund amount. If you agree to proceed, we/our carrier will contact you within two (2) business days to arrange collection. Please use the original packaging.
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Once we receive & inspect your item, a refund is initiated immediately. Depending on the payment method you've used to place your order, your refund may take up to three business days to be reflected.
Warranty
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All FurnitureOkay-branded products are covered by FurnitureOkay Limited Warranty, unless otherwise indicated. Please check our Warranty page for more details.
Non-FurnitureOkay products may have warranty provided by the product manufacturer. Please see the product box and literature for details.