Shipping policy

This Policy applies to all orders placed through FURNILAND.

By placing an order with FURNILAND, you acknowledge that you have read, understood and agree to this Delivery & Shipping Policy, together with our Returns Policy and any other applicable policies published on our website.

This policy explains how we process, dispatch and deliver your order, including estimated delivery timeframes, tracking, delivery procedures and other important information relating to the delivery of your purchase. It should be read together with our Returns Policy, which outlines your rights and the procedures for returns, exchanges and warranty claims.

1. Order Changes & Cancellations

To ensure prompt dispatch, orders placed with FURNILAND are transmitted to our warehouse and supplier network for processing shortly after they are submitted. Customers should carefully review all order details, including the products ordered, quantities, delivery address and contact information, before completing their purchase.

If you wish to amend or cancel an order, you must contact FURNILAND immediately after placing your order. Due to the speed at which orders are processed, we cannot guarantee that any amendment or cancellation request can be accommodated.

Once an order has entered the processing or dispatch stage, it generally cannot be amended or cancelled. If an order has already been dispatched, it generally cannot be cancelled and any request to return the order will be handled in accordance with our Returns Policy.

Where permitted by law, FURNILAND reserves the right to recover any reasonable costs incurred as a result of a requested amendment or cancellation after order processing has commenced. These costs may include, without limitation, supplier charges, freight costs, interception fees, return freight, restocking fees and administrative expenses.

2. Warehouse Dispatch

Orders are typically dispatched from our warehouse within 2 business days after full payment has been received and confirmed, unless otherwise stated on the relevant product page.

Please note that dispatch refers to the time required to prepare, process and hand your order to the courier. It is separate from the estimated delivery timeframe, which begins only after your order has been dispatched.

During peak trading periods, promotional events, public holidays or other periods of unusually high order volumes, dispatch times may be longer than usual. We will endeavour to process all orders as efficiently as reasonably practicable.

3. Estimated Delivery Timeframes

The following delivery timeframes are estimates only and are calculated from the date your order is dispatched, not the date it is placed.

Destination	Estimated Delivery
VIC	3–8 business days
NSW, SA, ACT & QLD	5–10 business days
WA, NT & TAS	7–14 business days

Bulky or oversized items may require an additional 1–4 business days for delivery.

The above delivery timeframes are provided as a guide only and are not guaranteed. Delivery times may vary due to factors outside FURNILAND's reasonable control, including courier network delays, severe weather, public holidays, peak trading periods, remote delivery locations, or other unforeseen operational circumstances.

Estimated delivery timeframes do not include delays resulting from incorrect delivery information provided by the customer, unsuccessful delivery attempts, requests to amend an order after it has been placed, or other circumstances beyond FURNILAND's reasonable control.

4. Tracking Your Order

Once your order has been dispatched, FURNILAND will send you a shipping confirmation email containing your tracking information.

Please allow up to 48 hours after dispatch for tracking information to become available or update within the courier's tracking system.

Some orders may be dispatched in multiple cartons or separate shipments, even where only a single product has been purchased. These shipments may be sent from different warehouses or via different courier services, and may arrive on different days. As a result, you may receive multiple tracking numbers for the same order.

The courier's tracking information provides the most up-to-date status of your delivery. Tracking updates are provided by the relevant courier and may not always be updated in real time.

If your order has not arrived after the applicable estimated delivery timeframe set out in this policy, please contact FURNILAND and we will be happy to assist in investigating the delivery with the relevant courier.

5. Delivery Process & Service Limits

Standard Delivery

Unless otherwise stated, FURNILAND provides standard delivery to the front door, ground floor entrance or kerbside.

Our courier partners are generally not required to carry items upstairs, inside your property, into specific rooms, or through difficult access points. Delivery services do not include unpacking, assembly, installation or the removal of packaging materials.

Delivery Access

Customers are responsible for ensuring there is safe and reasonable access to the delivery location. This includes suitable vehicle access and sufficient clearance through driveways, gates, doorways, hallways, stairwells and lifts where applicable.

Customers are also responsible for ensuring that the ordered products will fit through all access points at the delivery address.

If delivery cannot be completed due to restricted access, inaccurate delivery information or other circumstances beyond the courier's control, additional freight, storage, re-delivery or other charges may be imposed by the courier or supplier. Where such charges are incurred due to circumstances within the customer's control, FURNILAND reserves the right to recover those costs from the customer where permitted by law.

Delivery Instructions & Authority to Leave (ATL)

If you have specific delivery instructions, including a request not to leave your order unattended, you should notify FURNILAND before placing your order. We will pass your delivery instructions to the relevant courier where reasonably practicable.

Please note that the acceptance of delivery instructions, including requests relating to Authority to Leave, is ultimately at the discretion of the relevant courier and may depend on the delivery circumstances at the time. FURNILAND cannot guarantee that such instructions will be accepted or followed.

Where delivery cannot be completed because Authority to Leave is unavailable, has been declined, or a signature is required, the courier may impose additional re-delivery, storage or other charges. Where such charges are incurred due to the customer's delivery instructions, failure to accept delivery or other circumstances within the customer's control, FURNILAND reserves the right to recover those costs from the customer where permitted by law.

Bulky Item Deliveries

Many furniture products are bulky, heavy or delivered in multiple cartons. We recommend that someone is available to receive the delivery and assist with moving the goods after delivery where required. Some items may require two or more people to move safely. For safety reasons, delivery drivers are not required to move or position furniture inside your property beyond the standard delivery service.

Split Deliveries

Orders may be delivered in multiple cartons or separate shipments, even where only a single product has been purchased. Different cartons may be dispatched from different warehouses, transported by different courier services and delivered on different dates. This is a normal part of the delivery process and does not necessarily indicate that any items are missing.

6. Delivery Delays

While FURNILAND works closely with its supplier and courier partners to deliver orders as promptly as possible, we cannot guarantee delivery on a specific date or at a specific time.

Any estimated delivery dates, delivery times or delivery appointments provided by FURNILAND or the relevant courier are estimates only and should not be relied upon as guaranteed delivery commitments.

Delivery delays may occur due to factors outside FURNILAND's reasonable control, including but not limited to severe weather, public holidays, peak trading periods, courier network delays, remote delivery locations, industrial action, supplier delays, or other unforeseen operational circumstances.

A delivery delay does not automatically entitle a customer to cancel an order, reject delivery, receive a refund or claim compensation, particularly where the delay arises from circumstances outside FURNILAND's reasonable control.

Customers are encouraged not to make arrangements that depend solely on an estimated delivery date, an estimated delivery time or a delivery appointment provided by a courier, including taking leave from work, engaging contractors or installers, arranging furniture removal, or otherwise incurring costs in anticipation of delivery.

To the extent permitted by law, FURNILAND will not be responsible for any indirect, incidental or consequential loss, expense or inconvenience arising from a delayed delivery, including loss of income, loss of wages, contractor call-out fees, furniture removal costs or similar expenses resulting from changes to a courier's delivery schedule.

If your order has not been delivered after the applicable estimated delivery timeframe set out in this policy, please contact FURNILAND and we will assist in investigating the delivery with the relevant supplier or courier.

7. Delivery Issues

Incorrect Delivery Address

Customers are responsible for providing accurate and complete delivery information when placing an order.

If delivery cannot be completed due to an incorrect or incomplete delivery address provided by the customer, additional freight, storage, re-delivery or other charges may be imposed by the courier or supplier. Where such charges are incurred due to incorrect delivery information, FURNILAND reserves the right to recover those costs from the customer where permitted by law.

Failed Delivery Attempts & Uncollected Shipments

If delivery cannot be completed due to circumstances within the customer's control, such as an incorrect delivery address, inaccessible premises or the customer's unavailability where required, the courier may attempt re-delivery, hold the goods at a local depot or collection point, or take other action in accordance with its delivery procedures.

Where goods are made available for collection or re-delivery, customers are responsible for responding to the courier's instructions within the required timeframe. Failure to do so may result in the goods being returned to the supplier or warehouse.

Where a shipment is returned because it was not collected, delivery arrangements could not be completed, or the customer failed to cooperate with the courier's delivery process, any reasonable return freight, storage, re-delivery, supplier or administrative charges incurred may be deducted from any applicable refund where permitted by law.

Refused Deliveries

Customers should not refuse delivery solely because an estimated delivery timeframe has been exceeded without first contacting FURNILAND.

Where a delivery is refused without prior authorisation from FURNILAND, any reasonable costs incurred as a result, including return freight, supplier charges, restocking fees, storage fees or other associated costs, may be deducted from any applicable refund where permitted by law.

If you experience a delivery issue, please contact FURNILAND before refusing delivery so that we have the opportunity to work with the supplier or courier to resolve the issue.

Damaged in Transit

Customers should inspect and unpack their order as soon as reasonably practicable after delivery.

If you believe your order has been damaged during transit, you must notify FURNILAND within 7 days of delivery and provide photographs of the damaged item, the original packaging and any visible shipping labels where reasonably possible.

Customers should retain the original packaging, including all cartons and protective materials, until the goods have been inspected and confirmed to be in acceptable condition. The original packaging may be required when investigating or supporting a transit damage claim with the relevant supplier or courier.

Failure to retain the original packaging or to notify FURNILAND within the above timeframe may affect our ability to investigate the claim or recover costs from the relevant supplier or courier. However, nothing in this policy limits or excludes any rights or remedies available to you under the Australian Consumer Law.

8. Delivery Restrictions

Delivery services are subject to supplier, courier and location restrictions.

Certain products may not be deliverable to some locations due to freight restrictions, access limitations or supplier delivery networks. Where FURNILAND is unable to arrange delivery to the nominated address, we reserve the right to cancel the order prior to dispatch and provide a full refund.

Delivery availability is assessed on a product-by-product basis and may vary between products, suppliers and delivery locations.

PO Boxes & Parcel Lockers

FURNILAND does not deliver to PO Boxes or Parcel Lockers.

Customers must provide a valid residential or business street address that can be accessed by the relevant courier.

9. Courier Services

FURNILAND works with a range of trusted Australian courier partners. The courier selected for your order will depend on the product, delivery location, package size and operational requirements. Unless otherwise agreed by FURNILAND, customers are unable to nominate or request a specific courier service.

In some circumstances, the relevant courier may determine that home delivery is not reasonably available due to road conditions, vehicle access limitations, safety considerations or operational requirements. Where this occurs, the courier may require the order to be collected from a nearby depot, collection point or other nominated location. This decision is made by the relevant courier and is outside FURNILAND's control.

Where collection from a depot or collection point is required by the courier, customers are expected to reasonably cooperate with the courier's delivery arrangements. If collection is not reasonably practicable, customers should contact FURNILAND as soon as possible so that we can review the available options with the relevant supplier or courier. While we will endeavour to assist where reasonably practicable, we cannot guarantee that an alternative delivery arrangement will be available.

10. Contact Us

If you have any questions about this Delivery & Shipping Policy, your order, or the delivery of your purchase, please contact FURNILAND:

Email: info@furniland.com.au

Our team is always happy to assist with any delivery enquiries before or after your purchase.