FAQs

Shipping & Delivery

Customers are required to check items thoroughly upon delivery. If you have any concerns you must make the appropriate notes on the delivery card note before signing it and ask the driver to initial your remarks. This would include noting any obvious damage to the packaging as well as any obvious sounds of broken materials such as glass.

Our suppliers require photographic evidence indicating the damage to the item/s, as well as a brief email describing any damage to the product, including any other relevant information (such as damage to packaging).

You must notify loungely any faulty or damaged goods within 48 hours of receipt of the goods via email. Failure to do so, will mean that any transit insurance policy may be voided. The onus is on you to report any faulty or damaged goods immediately.

Once we have received your advice of any faulty or damaged goods we will liaise directly with our supplier/s to resolve the issue as soon as possible to minimise your inconvenience. Please refer to the Returns & Refunds Policy section for more information.

Damaged or faulty items will be replaced free of charge.

In order to save you money on freight and handling, all our products are sent directly from our Manufacturers/ suppliers’ warehouses to your door.

When ordering a variety of products, this sometimes means multiple deliveries from various manufacturers/ suppliers.

Some of our products come readily assembled and others require assembly. Unless listed as ‘Fully Assembled’, there will be some assembly required, and a step-by-step guide will be provided to make assembly easy and hassle-free. Feel free to contact us if you require additional information regarding specific item assembly.

Currently we do not have showrooms or stores in order to keep costs down for your purchases. You may place an order with us online and select the delivery options available to have it shipped directly to your home. The Pickup option is not available at this moment.

Please note tracking details will only be sent when the item has been dispatched from our warehouse. Tracking for large item orders can’t be traced via a tracking number, but they will be dispatched immediately for In Stock Items, Pre Order or Made to order Items will specify time frame on item description. Our customer service team will notify you if there’s any delays to your order.

Yes of course you can! At Loungely we understand how crazy life can be and we are flexible for you. If there are any changes to your delivery details prior to the scheduled delivery, please inform us promptly. It is essential that we have accurate and updated delivery information, including your email address and business hours contact.

No, we do not take old furniture away.

Estimated shipping charges for different items are displayed on our website.

Please note that all of our products incur a delivery fee, which is calculated according to your postcode. When you select the shipping method, add the postcode in your shopping cart and our shipping calculator will automatically calculate the basic shipping fee for you. It will also be indicated during the checkout process.

Our standard delivery is Ground floor or the front door only.

Our two-man delivery is for furniture items that are too large and heavy for a one-person delivery or for hard or extreme access issues at delivery point. Delivery Includes placement of boxes inside home in room of choice.

Delivery does not include rubbish removal or assembly of items.

Covid restrictions at the time of delivery will apply. If requested, we offer assembly or rubbish removal at an additional cost.

Please check at the time of ordering if you need this special delivery service.

Because our deliveries go through third party logistics companies, it is difficult to schedule a particular day and time. You may work out an alternate delivery date and time if the proposed date and time-slot does not work for you. Our normal deliveries occur on weekdays- Monday to Friday.

Our delivery locations cover metropolitan areas in Victoria, New South Wales, Queensland, Western Australia, Tasmania, and South Australia. However, delivery to regional areas within these states is limited, and some products cannot be delivered.

We will use reasonable endeavours to ensure that all Products or Services are delivered in a prompt and timely manner. However, delivery dates are estimates only and factors outside our control may result in delays to delivery. The estimated date of delivery may change without notice. We do not accept any liability for loss or damage suffered by you or anyone because of any such delays.

In Stock Orders: If you order is in stock, we can ship it within 2-7 working business days depending on your location.

Before placing an order please measure and ensure that your items will fit through doors, staircases and elevators in their packaging before you place your order. This information is available on each individual product page. If our delivery partners are unable to get your furniture into your home, you will be responsible for re-delivery fees if you choose the products to be redelivered at a later date, or the restocking fees if the order is cancelled.

To ensure a smooth and successful delivery experience, we kindly request that you inform us of any potential challenges associated with your delivery. Furniture items are often large and delicate, so providing us with as much information as possible, including measurements and photos of the delivery path, is essential. This information may include details about staircases, lifts, steep driveways, and narrow hallways/access points.

Here are some useful tips to prepare for your delivery and ensure a smooth and efficient experience:

  • Verify that there is clear access to your property for trolley and/or carry-on delivery
  • Check the width of your doorways and walkways to ensure that our products can be brought through
  • Protect and cover your floors, as they may get wet and dirty from trolley wheels and our contractors’ shoes
  • Notify us of any difficult or unusual obstacles at your home, such as a long/steep driveway or steps
  • Ensure that there are no obstructions blocking the access and pathways for delivery, such as parked cars
  • Secure your pets in a safe, enclosed area away from harm while we perform your delivery

Prior to the delivery of your order, our drivers will try to contact you. If there are any unexpected delays, the driver will inform you. It is your responsibility to ensure that all items delivered are correct, complete, and undamaged by thoroughly inspecting them upon receipt.

After confirming that your order is in good condition, a person aged 18 or above must sign for it and present a valid ID, such as a driver’s license or the credit card used for payment. If no one is available during the confirmed delivery window, additional charges for re-delivery will apply.

On the day of delivery, please protect your flooring and surroundings from potential damages prior to the delivery. Our delivery partners will not be responsible for any flooring or surrounding damages. Delivery personnel are not permitted to move existing furniture present in your home.

To ensure that your items are delivered safely to your delivery address it is advisable to have someone there to be able to sign for the goods. Your contact details and phone numbers are passed onto our logistic partners and they are requested to contact you in advance to advise of the anticipated date and approximate time of delivery.

If there is nobody to sign for the goods, the goods will then be returned to their local depot and you will then need to make contact with the logistics company directly to arrange an appropriate time for a re-delivery. Dependent upon the courier, re-delivery charges would be incurred by the customer.

Your order will be delivered via one of our specialized third party logistics companies, you will be contacted by them to schedule a delivery date and time window. We work closely with all our third-party delivery partners to make sure your delivery is professionally handled. Your furniture will be safely packed and in good hands.

You will be notified when your order has left our warehouse, depending on the type of delivery assigned to your order, you will either be provided tracking info or contacted directly by the delivery drivers to confirm a scheduled delivery date.

Payments

We accept payments made via our website so that your order details are correct, and payment is secure. We take the major credit cards (Visa, Mastercard, American Express which surcharge and fee may apply)

We also take PayPal  and Bank transfer.

Your privacy and the security of your information is of paramount importance to us.

We do not accept cheques, money orders or layby.

We require full payments on items in stock at the time of ordering.

For items on made to order or Pre order, we take minimum 35% deposit at the time of placing the order. Once the goods are in stock, we will ask you to make full balance payment including delivery. Please note that we cannot book delivery for any order unless it is fully paid.

Yes, all our prices are GST inclusive.

Returns, Refunds & Cancellation

You are requested to check our returns & refunds policy on the website.

No, we cannot offer an exchange on items already ordered.

Please contact us at hello@loungely.com.au within 48 hours of receipt of your furniture to receive a return or exchange.

We accept cancellations of orders prior to shipment (excluding custom orders). Please contact us as soon as possible if you need to cancel an order. (Your order can not be cancelled once your order is shipped) If you wish to cancel your order, before you have received it due to a change of mind – and the item has not been dispatched, the refund will be processed. All cancellations are subject to a restocking/cancellation fee – equal to 30% of the invoice total, which will be reduced from your refund total.

If for any reason, we are unable to supply the goods any monies paid will be refunded to you. Please note that due to health regulations, all soft furnishing items, and mattress toppers are non-refundable unless faulty. We encourage you to make your selection carefully prior to your purchase. 

If an order has been fulfilled, customers are required to cover the shipping costs that are raised. Furthermore, an 30% restocking fee is also required (against the total cost of the unit sold including taxes) Shipping promotions, or free shipping, that was used in the original order, is not applicable once a return is activated, and the full cost of shipping and handling will be payable by the customer for the return to proceed. This is inclusive of the cost to ship the item to you in the first place and the cost of shipping back to us.

You are only entitled to a refund if:

(a) the problem with the Product is major and in breach of a Consumer Guarantee; or

(b) a return is requested in writing within 48 hours of receipt of delivery (if there is no receipt of delivery, the delivery date will be deemed to be three Business Days after the date that the Product was dispatched);

(c) the Product is not a Custom made Order or a Clearance Item;

(d) the Product is not returned because of any fault or damage or due to your failure to properly measure items before purchasing the Product; and

(e) the Product is returned in accordance with this clause, including the conditions in clauses

You are liable for the Delivery Costs of both delivery and retrieval of any returned Product including for a Product that was purchased with Free Shipping. Where you are returning Products to us because of our failure to comply with a Consumer Warranty, we will cover the Delivery Costs of retrieving the returned Products.

Customers who are permitted to receive a refund will have the refund processed using the same Payment Processing and to the same bank card as used in making the Order.

You can also contact us via phone, or email, and we can facilitate the return with our customer service.

For custom-made orders, a cooling-off period applies and once the cooling-off period of 48 hours is completed the order cancellation fee of 35% of the total value applies.

Warranty

At Loungely we guarantee our furniture is made at its highest of quality. 

TYPEWARRANTY COVERAGE
Sofas, Sofas with moveable headrest, Armchairs, Beds, Storage Beds, Sofa Beds, Ottomans

Frame Structure: 10 Year Limited Warranty

Soft furnishings: Foam, fibre fillings, feathers, fabric covers, seat/back suspension, stitching: 5 Year Limited Warranty

Soft furnishings: Leather and Fabric: 2 Year Limited Warranty

Other components such as: zips, fasteners, springs, suspension, legs, and movable mechanisms: 2 Year Limited Warranty

Electraland Electronic parts: 2 Year Limited Warranty

Entertainment Unit, Sideboards/Buffets, Dining Tables, Coffee Tables, Console Tables, Dinning Chairs

up to 2 Year Limited Warranty

Mattress

10 Year Limited Warranty with exclusions:

Mattress fabric (including stains, burns, pilling, or loose covers)

Problems related to personal comfort preferences, such as a mattress that feels too firm or too soft, are not regarded as manufacturing defects. As comfort is a matter of personal preference, it is subjective to each individual.

New bed smell/odour

Rugs

1 Year Limited Warranty

This warranty applies only to the original owner and is not transferrable.
For more details, you are requested to check our return policy under ‘Product warranty on the website.

We are committed to provide you the best experience of our products. However, in the unlikely event of any issues in the furniture product under warranty, please contact our customer services to guide you on the steps to follow. If the issue is repairable, we will send an authorised technician to repair the item.

To claim under this Warranty, you need notify us within a reasonable time, generally within 7 days from the defect occurring. It is required to provide your name, delivery address, phone number, product details and description of the defect being claimed.

You will also need to provide a description of the issue, relevant photographs, and a copy of the original tax invoice. To initiate a claim, you can submit a service claim by calling the customer service or sending an email to  hello@loungely.com.au.

Other FAQs

Unfortunately, we do not have any showrooms or retail outlets. We pride ourselves on only stocking products of the utmost quality, and we retail them exclusively through our website. This allows us to offer a large range of quality products, at the best price possible.

We offer a risk free returns on all in stock orders. This allows customers to purchase with the confidence that if the item doesn’t suit, or isn’t exactly what was expected, it can be returned before dispatching. All that we ask is that the item is sent back to us, and that it must be in its original packaging.

Our customer support team are more than happy to assist you with placing an order over the phone. Call us on 0482 087 870.

If you have paid for an item/s that have subsequently sold out or are unavailable and you do not wish to proceed with your order you will be offered a full refund or exchange for other items.

An order confirmation email will be sent once your place the order. If you have not received within 24 hours of placing the order please contact our team and let us know. Our team will contact your personally once your order has been shipped to notify you.

We are always here to help.