FAQs

 

GENERAL QUESTIONS

What timber do you use?
Oak Furniture only uses premium timber like oak, walnut and sources timber globally to ensure the stable quality and supply.

Can I customize my furniture?
Yes. Oak will undertake bespoke work to ensure your furniture meets your requirements and have staff to assist you with the best possible way to build your own furniture.

What is normal lead time for deliveries?
Oak carries a large and comprehensive inventory of standard stock items so most orders can be handled within a week or two (depending on customers delivery address). Custom orders take longer due to normal production and shipping time.

Are prices quoted GST inclusive?
Yes.

DELIVERY & ASSEMBLE

What is the cost of delivery? How long does it take for my order to be delivered?
$120 is standard for Sydney metropolitan area, subject to change without prior notice. Please get a quote for the areas outside Sydney Metro Area.

How long does it take for my order to be delivered?
Sydney Metropolitan Area – within one or two weeks- if in stock.
Outside Sydney Metropolitan Area – within 4 weeks (subject to the availability of the third-party delivery).
Christmas and Easter holiday time might be longer.
The lead time for the custom-made items or out of stock items, please consult the shops.

Can I pick up my orders?
Yes.

Do delivery drivers remove or shift my existing furniture?
No. Customers must ensure clear access and space for the delivery. However, we will try our best to help elderly or disable people. Please talk to the staff when placing the orders.

Is the furniture to be assembled by you or by ourselves?
We will deliver and assemble your furniture, taking away packaging with us when we finish. For pick up customers, we will instruct you how to assemble items such as beds, dining table legs etc.

 

WARRANTY AND CARE

What is covered in Oak Furniture Warranty?
In general, only manufacturer’s defects are covered. For full terms and conditions, they are available at the back of the invoice. Please read them before placing the order. They can also be sent to you on request.

Can I exchange or return an item for a change of mind?
No. Please make your decision carefully. The deposit is non-refundable if you change your mind. However, we are happy to discuss your requests before delivery of standard items is made. Custom made items or floor stock sold as is cannot be exchanged or returned or cancelled.
In the case that the customers are unable to see or feel the products before placing the order online, e.g., interstate customers, we can offer refund on return of the products under two conditions. 1. The goods must be returned in the original package. i.e., the goods must not be used and must be returned within one week after delivered. 2. The two-way shipping costs must be paid by the customers (even if free shipping when the order placed) and will be deducted from the refund (faulty products excluded). Custom made products cannot be returned even if the customer pays for the two-way shipping costs unless products are faulty.

How do I go about a warranty claim?
You may contact our head office or the shop. A proof of purchase/invoice must be produced. For those issues not covered by the warranty, we are still happy to help if we can. This may attract a cost payable by the customers.

How Do I Care for My Furniture?
Generally speaking, our furniture doesn’t need special care like to paint it once a year, or wax it regularly, etc. Common due care applies, e.g. not to place the items outdoor, under direct sunshine in extra moisture or subject to harsh knocks etc. For more information, please read our full terms and conditions.
Two special notes:
1) our furniture is made in hard wood timber. Hard wood timber is harder than soft timber like pine or poplar. It’s still not as hard as metal. Therefore, the care is still needed when a heavy or sharp item is placed on the surface to prevent dents, chips or scratches.
2) Strong cleaning agents cannot be used. The sealant may be otherwise damaged. The sealant is not heat resistant. Heat put on the surface may change the finish colour permanently.

What do I need to know about toppling furniture?
Safety always comes first. Oak Furniture highly recommends you take appropriate actions to secure all your furniture higher than 1.5m to prevent toppling. Toppled furniture can cause serious injury especially to young children. Oak Furniture already supplies the anchor on all furniture higher than 1.5m under the regulations from ACCC and gives the customers an instruction on how to install the other end of the anchor and special attentions to be paid.

1) Our furniture is made in hardwood timber. Hardwood timber is harder than soft timber like pine or poplar. It’s still not as hard as metal. Therefore, the care is still needed when a heavy or sharp item is placed on the surface to prevent dents, chips or scratches.
2) Strong cleaning agent cannot be used. The paint finish may be removed otherwise. The paint is not heat resistant. Heat put on the surface may change the paint color permanently.

What do I need to know about toppling furniture
Safety always comes first. Oak Furniture highly recommends taking appropriate actions to secure all your furniture higher than 1.5m to prevent it from toppling. Toppling furniture can cause serious injury, especially to young children. The ACCC requires all furniture suppliers to install anchors on the furniture. Oak Furniture already installed anchors on all furniture higher than 1.5m. We also give the customers instruction on how to install the other end of the anchor and paid special attention.

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