Delivery & Shipping Policy:

Is shipping/delivery nationwide?

Local deliveries can occur within Melbourne and Sydney for bulky and non-bulky items.

Unfortunately, we are unable to provide delivery/shipping to other states for bulky or fragile items, such as sofas, dining and bedroom collections.

Regional or rural areas including VIC and NSW should contact us via info@elegantcollections.com.au to enquire if we are able to deliver items to your region.

What are the delivery or shipping charges?

For an accurate quote, please visit our website, add products to checkout and enter your location in the address bar.

Regional or rural areas including VIC and NSW should contact us via info@elegantcollections.com.au to enquire if we are able to deliver items to your region/provide a quote.

When can I expect my delivery?

- In-store purchases (or online purchases in Melbourne and Sydney): Deliveries occur within 7 business days (Monday-Friday) via a third-party local courier, provided items are in stock and not part of a pre-order purchase. This is an estimated time and delays may occur. During major promotional periods, delivery times may extend up to 14 business days.

- Online Purchases (excludes Melbourne and Sydney): Orders are typically received within 14 business days; however, delays may occur due to third-party courier shipping.

Can I request a specific delivery date/time?

- In-store purchases (or online purchases in Melbourne and Sydney): We can accommodate multiple availability days; however, we cannot guarantee your preferred day due to courier availability. We will notify you at least a day prior to delivery and provide a tracking link with a 4-hour delivery window. Please note that this time frame is an estimate, and delays may still occur.

- Online Purchases (excludes Melbourne and Sydney): Unfortunately, we cannot request specific delivery time frames. The courier company will provide a tracking link to locate your order.

Which service providers do we use and what are their terms?

For local Melbourne and Sydney metropolitan areas: we utilise third-party courier contractors. Delivery drivers will deliver to the ground floor entrance. If access is unclear, drivers may leave items in your garage. This is a drop-and-go service, and additional fees apply for deliveries requiring stairs, lifts, assembly or rubbish removal (only available with assembly).

For interstate, regional and remote areas: we partner with local couriers, including Courier Please, Aramex and Hunter Express.

Our couriers offer a door-to-door service. Please ensure someone is available to sign for and receive your delivery. Couriers will not leave parcels unattended, unless instructed by the customer to do so in writing. If you authorise the delivery driver to leave your order at the premises without a signature, you will be waiving your insurance coverage for loss or damage. By selecting this option, you acknowledge that Elegant Collections will not be liable for any loss or damage that may occur after delivery.

How do I update my delivery/shipping details and what happens if delivery is missed?

To update your delivery details, please contact your local store via phone or email info@elegantcollections.com.au well in advance (minimum 72 hours). If you decline delivery of your order, the courier will return the items to Elegant Collections. Once we receive the items at our facility, we will issue a refund. Please note that the original shipping costs and any return shipping fees will be deducted from the refund, as these services have already been provided.

- Online Sale: If an item has been dispatched to an incorrectly entered address by you, we will attempt to revert the delivery (any charges imposed by the courier are to be paid by you). If the item has been delivered, we cannot recover the product or reimburse for items delivered to the incorrect address entered by you. In the event that our courier returns an item to Elegant Collections due to an incomplete address or missed delivery, the customer will be responsible for paying the return postage fee to have the item re-dispatched. Please ensure that your delivery address is accurate and complete to avoid any additional charges.

- In-store Sale: A re-delivery fee applies if you request changes after delivery notification or if delivery fails due to nobody being present at the premises. Drivers cannot wait for you if you're not present, and re-delivery charges will apply.

Is delivery or shipping insured?

Yes, all deliveries and shipping arranged by Elegant Collections are insured against loss or damage during transit.

My items were received damaged, what is the process?

Upon receiving your goods, please inspect them carefully before signing for delivery. It is essential to verify that all items are present and undamaged, as we cannot accept claims for missing or damaged items after you have signed the delivery documents. If you notice any issues, please inform the driver and make a note of it next to your signature. Please refer to our refund, returns and damage policy for further details: https://www.elegantcollections.com.au/policies/refund-policy

Can you provide installation for my items that were purchased from Elegant Collections?

At Elegant Collections, we offer installation services for eligible items purchased from our store, exclusively within the metropolitan areas of Melbourne and Sydney. Our third party team can expertly install a range of products, including sofas, beds, coffee tables, console tables, dining tables, and chairs. Please note that mirror / wall installation is not available. Additional fees apply for assembly and or rubbish removal services; kindly contact your local store for a quote before confirming your delivery.

How can I prepare for my delivery?

To ensure a smooth delivery experience:

1. Clear the delivery path: Ensure the entrance area is clear of obstacles, allowing our team to place your items safely. Drivers cannot assist with clearing your space.

2. Prepare the room: Ensure the room where furniture will be placed is clean, accessible, and cleared of existing furniture. Measure any areas that may pose delivery challenges (e.g., lifts, doorways, stairwells). Delivery fees are non-refundable if access issues prevent delivery. Re-delivery charges will apply.

3. Assembly requirements: For deliveries requiring assembly, ensure sufficient space for unpacking and assembly. Rubbish removal is an additional, prepaid service available during installation.

Can I collect my order from the showroom?

While we recommend delivery through Elegant Collections' insured services, you may choose to pick up items from our showrooms. Items damaged during transit after pickup are not covered under warranty. Please ensure you have sufficient assistance for pickup, as our sales team cannot aid in carrying or loading goods.

How long does transferring stock from the warehouse to the showroom take?

Transferring stock to the showroom typically takes approximately 7 business days (Business days; Monday-Friday) if the item is available in stock; however, delays may occur. Please contact the store to confirm the item/s arrival and do not attempt pickup without notification. Elegant Collections is not responsible if you arrange to pick up your order without receiving prior confirmation from us via phone, text, or email.