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FAQ & Contact

Do you have questions? Concerns?

We love when people use the contact form below to ask us any questions. But, to save you time, we have provided the answer to several of our frequently asked questions first. Look through them to see if your question has been answered. If not, please use the contact form at the bottom of the page. 

General questions

Do you have a showroom where I can see the designer pieces on display?

No, we are online only so that we can pass on all the saving to you. 

Where does my item come from?

We hand-pick the most experienced craftsmen who are dedicated to quality. Often, these are the same craftsmen who supply the leading high-end furniture retailers. Items are crafted in a range of locations throughout the Asia Pacific region.

 

Ordering

Is it possible to cancel my order? I made a mistake.

Yes of course, providing your items have not yet been dispatched you can cancel the order any time. Once your items have been dispatched, you can arrange to send them back to us in their original packaging. We can offer a full refund, less shipping fees in this case. Contact us if you need assistance.

My items arrived with some damage. What should I do?

We conduct thorough quality control before shipping all items. If there is a problem with your item, please keep all of the original packaging and contact us as soon as possible. We might ask you to provide images or further information.

What if I change my mind?

We can accept returns for any reason within 30 days. Once the item is returned to us in its original condition, we can offer you a full refund minus any delivery fees.

Can I change the address for delivery?

Yes, this is easy if your item has not yet been dispatched. If it’s already in transit this can be a bit trickier and fees might apply– but please contact us and we will try our best to help you!

Can I change some of the items in my order?

We want you to love your purchase, and we will do our best to help. Contact us to discuss your needs.

I seem to have received the wrong order. Help!

We’re always very careful, but if there are any errors with your order we’ll work hard to resolve these for you straight away. Contact us for assistance.

How long until my order arrives?

Check the product page for the “Inventory Status”. If your item is in stock you can expect to see it within 10 working days.

If your item is not in stock, the “Inventory Status” should indicate how long until it arrives in the country. Once it arrives in our warehouse we will get it out to you within 10 working days.

Delivery

I am still building the house or have a trip coming up – is it possible for you to hold onto my purchase?

One of the ways we bring you great prices on quality designer furniture is by reducing our overheads - which means we don’t have a huge warehouse. We would love to help, but we just don’t have the room to store your purchases before delivery.

Can I change the delivery address once my item has been dispatched?

This can be a bit tricky, and fees might be applicable – but please contact us and we will try our best to help you out!

How is my designer furniture delivered?

Your furniture is firstly inspected by our highly trained QC officer and then safely packaged for transit. It will be delivered and handled by a professional delivery driver.

Small items are inspected by our highly trained QC officer but sent by courier for quick delivery to your door.

Who will carry my item?

Large items are delivered to your door by one delivery driver, and you might need to lend a hand. We suggest asking a friend or relative if you can’t lift.

If this isn’t possible, or you have concerns about lifting, we can arrange a special 2-man delivery for an additional fee. Contact us to find out more.

Can you take away my old sofa?

We wish we could, but unfortunately this isn’t possible. Try calling your local opportunity shops to see if they need donated furniture – sometimes they will even pick up from your door.

Do I have to be at home to receive delivery?

Yes, you will need to be at home when your item arrives. If you miss the delivery driver we will try again at a different time. For multiple missed deliveries a fee might be charged.

If you can’t be home, you can choose to give us “authority to leave” your item on the doorstep, but please be aware that there will be no warranty for loss, theft or damage occurring after delivery. 

Can I pick up my item from you?

Yes, you can pick up items at our warehouse - Hemmant in Queensland. 

I’m a business customer and I’d like to order a large quantity of items from you in one purchase. How do I do this, and is there any discount on shipping?

Please contact us, we would love to help you with your bulk purchase. Businesses need affordable designer creations too!

How is the cost of shipping calculated?

To offer you the most competitive pricing, our shipping calculator will automatically calculate your fee based on the items purchased and your location. Let us know if you have any trouble locating your address or suburb in our system.

Do you offer after-hours or weekend delivery?

We have carefully selected our delivery providers to ensure that your item will be handled with care. Unfortunately they don’t currently offer after-hours or weekend delivery.

Can I choose the date and time that my order is delivered?

Once your item is dispatched we can give you an estimated delivery date, but unfortunately due to the way our delivery providers manage their routes we can’t choose the date and/or time of your delivery.

Returns & Refunds

What is your return and refund policy?

If you change your mind or you’re not completely satisfied, we offer a refund within 30 days. There are a few conditions - you can read about our return and refund policy here: https://www.northhem.com.au/returns-refunds-policy/ 

How do I arrange a return?

Login into your account. Click “Completed” on the left menu to see your orders. Select the product you would like to return and follow the instructions.

How long do refunds take?

Once the item arrives back with us we will inspect the condition and then process your refund. Please allow 10 working days for the funds to appear in your account.

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