Shipping & Delivery Policy

At InStyle Furniture NSW Pty Ltd, we deliver furniture across selected areas of Australia using a combination of professional removalists, delivery partners and courier services. Delivery availability, service level and timeframe may vary depending on your location, item size and carrier availability.

Nothing in this policy excludes, restricts or modifies your rights under the Australian Consumer Law.

Delivery Areas

We deliver to most metro and selected regional areas across Australia. Deliveries are made to residential and business addresses only. We do not deliver to PO Boxes.

Some locations may fall outside our standard delivery zones. Orders to these areas may be accepted at our discretion and may require third-party freight or special delivery arrangements.

Estimated Delivery Timeframes

• Sydney metro: 5–14 business days for in-stock items.
• Outside Sydney metro: 1–5 weeks for in-stock items.
• Regional and remote areas: Timeframes may vary depending on carrier availability and location.

Delivery timeframes are estimates only. Delays may occur during peak seasons, public holidays, supplier delays, weather events, courier delays or other circumstances outside our control.

Once your delivery is ready to be scheduled, our team or delivery partner will contact you to confirm the delivery date.

Pre-Order and Backorder Items

If your order includes a pre-order, backorder or out-of-stock item, delivery will be arranged once the item becomes available. Any estimated arrival date provided is an estimate only and may change due to supplier, freight or customs delays.

Standard Delivery Service

Unless otherwise agreed in writing, standard delivery is to the ground floor only.

Standard delivery does not include:

• Upstairs delivery.
• Lift access delivery.
• Room placement.
• Unpacking.
• Assembly.
• Packaging removal.

If you require additional delivery services, such as upstairs delivery, room placement, unpacking or packaging removal, this must be confirmed before delivery. Additional charges may apply.

White Glove Delivery Service

White Glove Delivery may be available for selected areas and selected products. This service may include room placement, basic assembly and packaging removal, depending on the item and service availability.

White Glove Delivery must be arranged before delivery. It may not be available for all locations, all buildings or all products.

Customer Delivery Responsibilities

Customers are responsible for ensuring that delivery can be completed safely and without obstruction.

Before delivery, please make sure:

• Access is safe, clear and suitable for furniture delivery.
• Doorways, hallways, staircases, lifts and tight turns are suitable for the product size.
• Parking, loading zones or access instructions are provided in advance.
• Any stairs, lifts, restricted access or difficult delivery conditions are disclosed before delivery.
• Floors, walls, fixtures and surrounding areas are protected where required.
• A person is available at the delivery address to receive the goods.

Customers are responsible for checking product dimensions and access before placing an order. If an item cannot be delivered due to access restrictions, incorrect measurements or site conditions, additional delivery, redelivery, storage, handling or return fees may apply.

Failed Delivery and Redelivery Fees

Additional charges may apply if delivery cannot be completed because:

• No one is available to receive the delivery.
• Incorrect delivery details were provided.
• Access is unsafe, restricted or unsuitable.
• Stairs, lifts or access limitations were not disclosed before delivery.
• The item does not fit through doorways, lifts, staircases, hallways or other access points.
• The customer requests a change after the delivery has already been scheduled.

Where redelivery, storage, return transport or additional labour is required, the customer may be responsible for the additional cost.

Out-of-Zone, Regional and Interstate Deliveries

Orders outside our standard delivery zones may be accepted at InStyle Furniture’s discretion. These deliveries may be handled by third-party carriers or specialist freight providers.

Interstate deliveries are outsourced to third-party carriers and are door-to-door delivery only. This means delivery is made to the delivery address where reasonably accessible by the carrier, but does not include upstairs delivery, room placement, unpacking, assembly or packaging removal unless otherwise confirmed in writing.

For deliveries outside our standard delivery zones, service levels may be limited. Delivery may be to depot, kerbside, ground floor, door-to-door or another agreed delivery point depending on the carrier and location.

Unless required under the Australian Consumer Law, customers outside our standard delivery zones are responsible for return freight, inspection freight and freight risk if an item needs to be returned.

Minor variations, natural material characteristics, minor imperfections, access issues, colour preference, size preference or comfort preference are not considered reasons for free return freight, refund or replacement unless they amount to a failure under the Australian Consumer Law.

Risk During Delivery

InStyle Furniture will take reasonable care when arranging delivery. To the extent permitted by law, InStyle Furniture is not responsible for delays, damage, loss or additional costs caused by third-party carriers, access issues, incorrect delivery information or circumstances outside our control.

If a customer arranges their own freight, courier, removalist or collection service, the customer accepts responsibility for the goods once they are collected from InStyle Furniture or our supplier.

Property Access and Damage

Our delivery team and delivery partners will take reasonable care during delivery. However, customers are responsible for ensuring safe and suitable access to the property.

To the extent permitted by law, InStyle Furniture is not responsible for damage to property, walls, floors, ceilings, lifts, staircases, driveways, fixtures or surrounding areas where the damage is caused by restricted access, unsuitable access, tight spaces, customer instructions or failure to prepare the delivery area.

If you are concerned about access or possible property damage, please contact us before delivery so we can discuss suitable options.

Damaged Items on Delivery

Please inspect your goods as soon as possible after delivery.

If your item appears to have been damaged in transit, please contact us within 24 hours of delivery and provide:

• Your order number or invoice number.
• Photos of the damaged area.
• Photos of the full product.
• Photos of the packaging.
• Photos of the delivery label where available.

Please keep all original packaging until the issue has been assessed. Failure to report transit damage promptly or failure to keep packaging may affect our ability to assess the issue with the carrier.

Faulty or Incorrect Items

If you believe your item has a manufacturing fault, missing part or production issue, please contact us within 7 days of delivery with clear photos or video evidence.

If you receive an incorrect item, please notify us within 7 days of delivery. If the item is confirmed to be incorrect, we will arrange a suitable remedy in accordance with the Australian Consumer Law.

Click & Collect

We offer free Click & Collect from our showroom or warehouse where available.

Customers collecting goods are responsible for ensuring their vehicle is suitable for safe transport. InStyle Furniture is not responsible for damage that occurs during transport arranged by the customer after collection.

Bulk or Commercial Orders

For bulk orders, commercial orders or orders requiring special freight arrangements, please contact us before purchasing so we can confirm availability, delivery options and freight costs.

Reporting a Delivery Issue

To report a delivery issue, please email us with your order number, delivery date, a clear description of the issue and supporting photos or video.

InStyle Furniture NSW Pty Ltd
6-8 Wingate Road, Mulgrave NSW 2756
Website: www.instylefurniture.com.au