Shipping policy

Delivery is kerbside or ground-level only unless otherwise arranged with our team in advance. Upstairs delivery, delivery into a building, delivery into a room, installation and rubbish removal are not included as part of the standard shipping service.

If the customer requests delivery beyond kerbside or ground level, including delivery into a home, office, apartment building, lift area or upstairs, any additional charges charged by the carrier will be borne by the customer.

Please ensure that the delivery address is accessible for large furniture items and that someone is available to receive the goods at the scheduled delivery time.

6. Failed Delivery, Refused Delivery and Re-Delivery

If delivery cannot be completed because no one is available to receive the order, access is restricted, the address is incorrect, or the customer refuses delivery, additional storage, return handling or re-delivery charges may apply.

If a second delivery is required for any reason not caused by us, the related additional delivery costs will be borne by the customer.

7. Packaging Condition on Delivery

Furniture cartons may occasionally show minor scuffs, dents, creases or tears during long-distance transit. This does not necessarily mean that the product inside is damaged.

If the outer packaging shows only minor transit-related wear, the customer must still accept the delivery and inspect the product inside. If there is any product damage, shortage or other issue after unpacking, please contact us within 24 hours of delivery with clear photos of the packaging, the product and the issue so that we can assist promptly.

Refusing delivery solely because of minor external packaging damage may result in additional re-delivery or return freight charges, which will be the customer’s responsibility.

8. Order tracking

Once your order has shipped, you will receive a shipping confirmation email containing your tracking details. You can track the shipment through the relevant carrier once the tracking information becomes active.

9. Lost or damaged items

If your item arrives damaged, please contact us within 24 hours of delivery with photographic evidence. We will work with you to resolve the issue as quickly as possible.

If your package is lost in transit, please contact us as soon as possible. We will work with the carrier to locate the shipment and provide further assistance.

10. Order cancellation

You may cancel your order if the products have not yet been shipped.

Once in transit, we will not accept any cancellations. However, you may return your product. Please see our return and refund policy.

11. Change of address

If you entered the wrong delivery address or need to change it, you must contact us within 12 hours of placing the order. We will do our best to update the address before dispatch, but once the order has entered the Australian delivery network, we cannot guarantee that the change can still be made successfully.

12. Contact

If you have any questions or concerns regarding our shipping policy, please do not hesitate to contact our customer service at sale@relvoxfurniture.com.au.