Frequently Asked Questions

The item I want is out of stock. What now?

Although we try to have a stock level that will keep up with expected demand, certain item(s) that are highly popular can exceptionally run out of stock. Please note that we are not able to indicate an estimated date for the product to be back in stock.

Do you place items on backorder?

No, your items will not be placed on backorder if they are currently not available. Although we avoid advertising products that are no longer in stock, in the instance that your item has sold out, you will be contacted by our Customer Care Team to arrange a store credit or refund.

Can I place an item on hold for purchase at a later date?

We provide you with the opportunity to create your own wishlist where you can select products for future purchase. Please note that we cannot guarantee that the items will still be in stock at the time that you decide to purchase them.

Do you have a showroom or retail store where I can view your products?

Yes, we have 14 showrooms around Sydney area. For detail address, please check in Store Locator.

How do I know if you carry a certain brand?

We kindly ask you to type the brand name in the search bar or to search for your brand directly on the “Brands” tab.

When can I expect new products to be listed on your website?

We are constantly updating our product range, so we invite you to visit our website frequently or subscribe to our newsletter.

Do you match prices?

Price matching against our competitors is decided on a case-by-case basis. Simply send us a screenshot of the competitor’s advertised price for the identical product. Once we receive this screenshot, we can let you know whether a price match can be authorised. Please be aware of the following guidelines: The product must be at full price on the competitor’s website. We do not match promotional offers or items on sale or clearance. The product must be in stock and available for purchase on the competitor website. We do not match discount deal online retailers We do not match shipping costs. We do not match advertising errors We do not match prices from overseas competitor’s websites.

The item I purchased is now on sale. Will you honour this price?

Prices on our website are subject to change at any time. We do not offer a price match on items that have gone on sale after your purchase has been made. If your order was made on the same day of a price change, we will offer a store credit for the difference in price.

You cannot provide the item I bought at a sale price? What happens next?

In the unlikely event that we cannot fulfil your order for a product on sale or promotion, we will honour the sale price if and when the item comes back into stock. Please note that if an item is already unavailable before you make the purchase, any sale price will not be honoured.

An item was on sale on your website, it’s now back to full price, can I have the sale price?

Unfortunately, we cannot honour a sale or promotional price if an offer has finished. If you wish to keep up to date with our current sales and promotions, please sign up to our newsletter.

Do your prices include GST?

Yes, all prices include GST.

Are your prices in Australian Dollars (AUD)?

All pricing is in Australian dollars.

Why was my product review rejected?

We highly value your feedback on any of the products that you bought from us. However, we follow some guidelines that prevent some reviews from being posted. The following types of reviews will be rejected: Reviews for faulty or damaged items as this will be handled by our Customer Care Team and does not describe the general nature of the product. Comments on items that are incorrectly received. Reviews containing comments that do not describe the product itself but are rather feedback on transactional issues such as the order or delivery process or how a case was handled by our Customer Care Team. Comments that are considered offensive to others. Reviews that mention our competitors. Comments that are about price, price changes, promotional offers or sale prices.

Do you offer a warranty on your products?

Products are typically guaranteed by suppliers with a warranty of at least 12 months, otherwise we provide its own guarantee. Please keep receipt of your purchase for warranty claims.

How can I provide feedback about a product?

We look forward to hearing feedback about our products. You can find section specifically designed for reviews on each product page. After the delivery of your purchase, you will also receive an email asking you to review the item that you just bought. Additionally, please feel free to send us feedback via our online form.

Shipping Policy

Zone Postcode Shipping Cost
Sydney Inner 1000-2234 $100 Flat Rate
Sydney West 2745- 2754 $120 Flat Rate
Central Coast 2250-2263 $100 Flat Rate
Lake Macquarie – West 2264-2286 $160 Flat Rate
Lake Macquarie East & Newcastle 2287-2308 $1200 Flat Rate
Illawarra 2500-2571 $350 Flat Rate
Melbourne Inner 3000-3207 $100 Flat Rate

How long does delivery take?

Dispatch time Dispatch time is the time it takes for an item to leave the warehouse. It varies for each product. Dispatch time is estimated on the product page as shown below. When your order leaves the warehouse, you will receive a shipping notification email. You can refer to table below to estimate a delivery time after dispatch. Delivery time Delivery time varies depending on the partner warehouse location and your delivery address. The following table gives delivery time estimate, for guidance only

What does your standard delivery service include?

All orders are delivered during business hours. If you order multiple items from our website, you may receive multiple deliveries shipped by multiple carriers since items may be sent from different warehouse locations. Carriers are unfortunately not able to specify an exact delivery time for small to medium items, but for large items carriers can advise morning or afternoon for delivery. We are currently unable to cater to any additional delivery requests including, but not limited to express shipping, selection of specific delivery date or time, weekend deliveries, reserving or holding stock in our or our partner’s warehouse, consolidation of multiple orders or consolidation of items in an order if they are dispatched from more than one location.

Do you offer Express shipping?

Unfortunately, we are currently not able to offer Express shipping.

Do you deliver orders after business hours?

At this stage, we only deliver orders within business hours

What if I am not home when my package arrives?

Someone must be home to receive delivery otherwise it will be taken back to the warehouse for you to collect. Alternatively, you can organise another delivery but you will be charged a delivery fee in accordance with your purchase and delivery address.

Will I have to sign for my delivery?

Yes, our standard shipping arrangement requires you to sign a delivery form in which you confirm that the product was delivered in a suitable condition (without obvious defects or damage). However, for most items you can select an option during checkout to leave the order at your door. Please note that it may not be advisable to give an authority to leave large items at your door as we will not be held liable for any loss.

How do I change my shipping address after my order has been placed?

Before you place your order, please double check that your shipping address is correct. We are able to change the shipping address on your order as long as it has not been dispatched yet. Simply call our Customer Care Team or send us an email. However, once the shipping label for your order has been printed or the order is on its way, we are not able make any further changes.

Is it possible to pick up my order from your warehouse?

Yes, pickup is available from our warehouse.

At least one of my packages has not arrived. What can I do?

If you order multiple items from our website, you may receive multiple deliveries shipped by multiple carriers since items may be sent from different warehouse locations. If only part of your order has arrived, please go to your account and check the current status of your items. If this does not clarify the situation, please contact our Customer Care Team.

The tracking shows my order has been delivered but I didn't receive it.

If you find that your item shows it has been delivered but you never received it, please go through the following steps: Has your item been left with your neighbours? Contact our Customer Care Team.

My items haven't arrived yet. What can I do?

Please check the estimated dispatch time of each item on your order confirmation email or in your account. As soon as your order has been dispatched, we will send you a shipping notification email. Before contacting us directly, ensure that you check the delivery tracking status of your order here. If you do not receive any shipping confirmation or you cannot find any update on the tracking status, please contact our Customer Care Team. For bulky and fragile items, we are currently unable to provide live tracking. Once the item has left the warehouse, you will receive a shipping notification email from us and in most cases the carrier will give you a call to arrange a suitable delivery date.

How can I track my order?

For small and medium sized items, we will provide tracking information as soon as your item has left the warehouse. Please visit our Track Order page and enter your email address and order number, then click on the “Track Order” button. You can find your order number at the top of your order confirmation email. If you can’t find your order number you can also track your order by entering your email address, last name and shipping postcode. For bulky and fragile items, we are currently unable to provide live tracking. Once the item has left the warehouse, you will receive a shipping notification email from us and in most cases the carrier will give you a call to arrange a suitable delivery date.

I placed two orders. Are you able to consolidate them so that I only pay for shipping once?

Since our orders are automatically processed, we are not able to combine two separate orders in one delivery. On top of that, your two orders might come from different warehouses. That’s why we are not able to offer you a reduced shipping fee.

How much will you charge for delivery?

After selecting the correct size and/or colour of the product that you wish to buy, you can calculate a shipping estimate by entering your postcode on the product page. The final postage cost for your order can be viewed during checkout and may change depending on additional items that you have added to your cart.

I placed two orders. Are you able to consolidate them so that I only pay for shipping once?

Since our orders are automatically processed, we are not able to combine two separate orders in one delivery. On top of that, your two orders might come from different warehouses. That’s why we are not able to offer you a reduced shipping fee.

When will free delivery be applied?

No free delivery.

Can other people use my account?

Households may use a single account for purchases from family members living at the same address. The account cannot be shared outside a household.

What is your shipping and returns policy?

If you would like to return an item, please check our shipping and returns policy here.

Do you ship outside of Australia?

Unfortunately, we are currently only able to ship to Australian addresses.

Can I ship to areas outside of metro Melbourne, Sydney and Brisbane?

We are only restricting sign-ups to residents in metro Melbourne, Sydney and Brisbane. Sydney Metro Postcodes 1000-1935, 2000-2079, 2085-2107, 2109-2156, 2158, 2160-2172, 2174-2229, 2232-2249, 2557-2559, 2564-2567, 2740-2744, 2747-2751, 2759-2764, 2766-2774, 2776-2777, 2890-2897 Melbourne metro postcodes 3000-3062, 3064-3098, 3101-3138, 3140-3210, 3800-3801, 8000-8999, 9999 Brisbane metro postcodes 4000-4018, 4029-4068, 4072-4123, 4127-4129, 4131-4132, 4151-4164, 4169-4182, 4205-4206, 9000-9725. For out of metro area, please contact our sale team for a quotation.

Contact Us:

Email:

office@supremefurniture.com.au

Phone Number:

+61 02 9627 6818

Address:

15-33 Glossop St, North St Marys, NSW, 2760, Australia