Frequently Asked Questions
Shopping
Where are your stores located?
You can view our leather lounges and other furniture at our four showrooms in Sydney, Melbourne & Brisbane. Click here for addresses and trading hours. If you're looking for a particular product please call your nearest showroom to confirm availability. In most cases our helpful consultants can show you products of a similar style and construction.
How will I know if my furniture will fit through my door?
Finding something you love is one thing. Making sure it fits is another. Measuring to ensure your furniture will fit is something we highly recommend before purchasing or arranging delivery. Use our measurement guide to make sure it fits!
How long will it take to receive my order?
We offer a wide range of stocked items as well as custom made furniture. Stocked items can be arranged for immediate collection or delivery. Manufacturing and delivery planning can take between 6-12 weeks for our custom furniture range. Lead times vary throughout the year please be sure to ask our knowledgeable sales team for an ETA on your furniture items at the time of order.
Do you refurbish furniture as well? Do you make custom cushions?
No, we only create new furniture pieces at this time.
What if I need help deciding what could work in my space?
With our wide selection of styles, colours and configurations, we are happy to assist you in finding the perfect piece to compliment your space. Phone us on 1300 528 482 or visit one of our showrooms to speak to one of our helpful design experts.
Where can I read customer reviews?
We happily welcome feedback from our customers about our products and service. Click here to read our reviews
Ordering & Payments
I have questions, can I call to place my order?
Absolutely! Our helpful consultants will be glad to assist you. Call us on 1300 528 482
How will I know that you received my order?
Once you place your order online, you’ll receive an order confirmation via email with all of your order details such as an exact description of what you ordered and estimated arrival dates to help you prepare for your new furniture. We encourage you to thoroughly review your order confirmation, paying close attention to your shipping address, phone number, and delivery method.
I need to change my order, can I still do that?
Orders may be modified or cancelled within 2 days of placement, subject to a $45 cancellation fee. After this period, cancellations or modifications cannot be processed. Read the cancellation terms
Do you offer financing or layby plans?
Yes! We have now partnered with ZipMoney for your convenience. You can choose a weekly, fortnightly or monthly payment plan that fits in with your budget and lifestyle.
Do I have to pay in full or can I leave a deposit for my order?
Yes, a deposit is required to secure your order and you can pay the balance prior to collection or delivery. !
What types of payment do you accept?
Payment methods include credit card, debit card, cash or Zip Pay financing (terms apply). We also accept Electronic Funds Transfer and bank deposit.
Do prices include GST?
Yes. All our prices include GST where applicable.
Order Status & Updates
What happen's if there is a delay?
Whilst our dedicated team work to ensure your furniture is supplied in the quickest time frame possible, occasionally factors beyond our control may cause delay. The progress of your order can be tracked at anytime using our tracking tool within your account portal.
How do I check the status of my order?
You can check the status of your order by logging into your account portal. There, you will find order information, transaction history and order tracking.
How often will status updates be sent to me?
From the moment your order placed, we will send you updates on its progress and updates on its estimated arrival.
How accurate are your estimated delivery dates?
Although our estimated delivery dates are pretty accurate, please note that this is not a guaranteed delivery date for your order.
Shipping & Delivery
How much is shipping?
We use trusted professional removalists to deliver your furniture Australia wide. Delivery costs are calculated based on your postcode, delivery type, product volume and type of goods. Please refer to our Freight Matrix for more information on shipping and delivery costs to your preferred location.
I have an issue with scheduling my delivery, what can I do?
Our delivery partners are carefully chosen to ensure a quality service. If you are experiencing any issues scheduling your delivery, please don't hesitate to contact us. We're happy to help!
Do you deliver on weekends?
Weekend delivery options are not available at this time.
What are the shipping and delivery options?
We have a variety of delivery options at varying levels of service from standard delivery, to more complex deliveries. Click here to learn more.
Does delivery include set-up?
Our In-Home delivery service includes set up of your furniture. To find out if this service is available in your area or for more information click here to learn more.
Do you ship Australia wide?
Yes! We use trusted professional removalists to deliver your furniture Australia wide. Delivery costs are calculated based on your postcode, delivery type, product volume and type of goods. Please refer to our Freight Matrix for more information on shipping and delivery costs to your preferred location. Click here for more information
Where do you ship?
We are pleased to offer delivery Australia wide. Standard Delivery is available in metro and regional areas, with pricing for non-metro locations available upon request. See the delivery options
I can’t take delivery for a long time, should I still order now?
Yes. Our Buy Now, Deliver Later option lets you place an order with a future delivery date. A formal written request (via email or letter) is required to schedule a later delivery date; once confirmed, the order cannot be cancelled. Read the Buy Now, Deliver Later policy
How do I know when my order has shipped?
You will receive an email from us as soon as your order ships along with a tracking number so you can follow it right to your door. If you signed up for SMS (text) alerts, we’ll also send a text message to the mobile number you provided us.
Can I pay the driver on delivery?
Payment on delivery is not available at this time as we use an external companies for shipping.
Will the delivery team take away my old sofa?
Our delivery team are unable to take away your old sofa as in most cases their trucks are full and they have other deliveries scheduled for the day. We recommend you have cleared a space available for your new furniture to be placed.
What do I do if my furniture is damaged during shipping?
Please inspect your furniture at the time of delivery. Any claim for damage, shortages or incorrect goods must be submitted in writing within 48 hours of the delivery date. Please send photos of the damage. Read the delivery terms
What do I do if my furniture does not fit during delivery?
To ensure stress free delivery process, please make sure you measure the entryway width and height against the items purchased. All product dimensions can be found on our product pages here on our website. Please refer to our measuring guide here https://loungelife.com.au/pages/good-fit-guide.php
How long does delivery take once my order has shipped?
We offer three delivery options: Standard, In-Home and Dedicated. Each is described, with its price and what it includes, on our delivery page. See the delivery options
Will everything ship at the same time?
We appreciate your time is valuable which is why we endeavour to have all your items shipped within one delivery.
Can I set a specific delivery date & time?
Once we book in your delivery, our trusted furniture removalists will contact you to organise a time and day that is suitable.
My furniture is in stock in the warehouse, how long will it take to be delivered?
Deliveries are scheduled only after full payment has been received. Delivery must be scheduled within 14 days of the goods becoming available. Indicative interstate shipping times are on our delivery page. See delivery times
Can you hold my furniture until my house is built?
Yes. Our Buy Now, Deliver Later option lets you place an order with a future delivery date. A formal written request (via email or letter) is required to schedule a later delivery date; once confirmed, the order cannot be cancelled. Read the Buy Now, Deliver Later policy
Can the delivery driver take his shoes off before he enters my home.
Delivery teams are required to wear safety gear, such as protective shoes, which must be worn at all times including upon entry into your home.
I received a damaged item. What should I do?
Please inspect your furniture at the time of delivery. Any claim for damage, shortages or incorrect goods must be submitted in writing within 48 hours of the delivery date. Read the delivery terms
Warranty
Can I exchange my item for a different model?
Our 14-Day Return Policy applies to selected items only. Clearance, ex-display, custom and made-to-order items are not eligible. Read the return policy
I need to cancel my order, what can I do?
Orders may be modified or cancelled within 2 days of placement, subject to a $45 cancellation fee. After this period, cancellations or modifications cannot be processed. Read the cancellation terms
I noticed a problem with my furniture, when should I notify you?
Please notify us in writing within 7 days of the defect occurring. How to lodge a warranty claim
How do I make a warranty claim?
Please notify us in writing within 7 days of the defect occurring, with your order number, the product details, a description of the defect and photos. How to lodge a warranty claim
How long will a warranty claim take to be resolved?
Once a claim is lodged, we assess whether the defect is due to manufacturing or normal wear and tear, and whether the product or component should be repaired or replaced. How to lodge a warranty claim
I have an issue with an item, how do I handle that?
Please notify us in writing within 7 days of the defect occurring, with your order number, the product details, a description of the defect and photos. How to lodge a warranty claim
What does the warranty cover?
Our Standard Warranty covers materials and components against failures due to material and manufacturing faults, as outlined in the specific warranty document for your product, provided it has been cared for in accordance with our Care & Maintenance Guides. Clearance, floor stock and seconds items are not covered. Read the warranty terms
I haven’t received my refund, who do I contact?
Once all necessary information and documentation have been received, refunds are typically processed within 5-10 business days, to the same payment method as the original transaction. Read the refund terms
I need to return an item, how do I do that?
If you have received your furniture damaged or have received the wrong item, please contact us so we can arrange repair or replacement. For change of mind, our 14-Day Return Policy applies to selected items only. Read the return policy
Do you offer returns on custom items?
Custom and made-to-order items are not eligible for return under any circumstances. Read the return policy
