Frequently Asked Questions
DISPATCH & DELIVERY
Dispatch takes usually between 1-3 business days. Dispatch is when a product is ready and is picked up by our delivery partner. Delivery takes between 7-21 business days depending on location and it is subject to change due to weather and other uncontrollable events. A valid phone number MUST be provided to guarantee delivery.
- Important: you must inspect the box containing your item before signing in case of evident damage to the packaging or hints that the contents may have been compromised, so the delivery ticket can be properly assessed with “Damage” or “Subject to Inspection”.You must sign the POD (PROOF OF DELIVERY) as proof of inspection, therefore should there be any issues, the refund/return can be processed without setbacks.
DELIVERY CHARGES & SERVICES
Delivery fee is worked out by volume of product purchased and destination address. Weber Furniture will organise delivery with different carriers depending on location. Service provided curb side delivery only. Make sure neighbours, family and/or friends are there to assist you if needed.
CANCEL AN ORDER
If you suddenly changed your mind, you can cancel your order before is delivered and get full refund, with a 20% restocking fee. Remember that we move fast and once the item(s) are out for delivery, the refund process can only be made once we receive the goods back.
COLLECTING ITEMS FROM YOU
Just like delivery is curb side-based only, the pickup applies in the same manner. Only items in original box will be picked up. It can take up to 5 business days for the carrier to contact you in this regard.
REFUND PROCESSING TIME
Once a refund is made effective, it takes between 3-5 business days to show up in your account. For returns, the refund is usually processed once the item has arrived and inspected in our warehouse, so allow up to 21 days from item pickup to warehouse delivery.
We have a thorough inspection process before dispatching, so damage is rare. Nevertheless, you should inspect your item(s) upon arrival for any and all details you may consider as “damage” and document it with photos. You have a maximum of 5 days to report delivery related damage(s) to both the carrier and us at Weber Furniture. Contact Customer Support at 1300-664-005 and/or firstname.lastname@example.org with your Name, Order Info, and Photos and we will find a prompt resolution. *Note: You are not obligated to accept delivery when in evidence of damage. You must sign the POD (Proof of Delivery) upon delivery, where notes should be made if necessary, so any issue can be assessed properly.
COMMUNICATIONS WITH OUR DELIVERY PARTNER
When an item(s) is processed and ready for delivery, our delivery partner will contact you via telephone to confirm your address and schedule a day and time for delivery. From there you could contact them for any shipping related matters. * Make sure you are present at the arranged time and day of delivery and that the phone number you provided is valid.
CHANGE OF ADDRESS
We move fast when it comes to prepare orders and ship them. If you need to do a sudden change of address contact Customer Support at 1300-664-005 and/or email@example.com at your earliest convenience. By 5:00 PM (AEST) most orders from the day will likely be on their way. * If your payment was made through Paypal, due to their customer protection policies it is not possible to change the address once the order has been placed. Contact Customer Support for further assistance.
WHAT YOU RECEIVED IS NOT WHAT YOU ORDERED
We have a thorough inspection process before dispatching, so misplacing an order/item is rare. Nevertheless, you should inspect your item(s) upon arrival for any and all details you may consider as “wrong” or misplaced and contact Customer Support at 1300-664-005 and/or firstname.lastname@example.org with your Name, Order Info, and Photos and we will find a prompt resolution.
HOW CAN I PAY?
We accept Visa, Mastercard, American Express and PayPal