This means that an item is not currently in stock, but is still available for purchase and will be made to order. There is typically a lead-time specified on each product page, but it can be up to 14 weeks depending on the item.
FREQUENTLY ASKED QUESTIONS
WELCOME TO FAQ!
Here, you will find answers to common questions related to our products, services, policies, and other important topics. We have compiled this page to help you find the information you need quickly and easily.
Whether you are a new customer or a long-time user, we hope you find this page useful. If you cannot find the answer to your question here, please feel free to contact our customer support team, who will be happy to assist you.
Please note that the information on this page is current as of the knowledge cutoff date mentioned above. We will do our best to update this page regularly to ensure that the information remains accurate and relevant.
PRODUCTS & STOCK
PURCHASING & PAYMENT
SHIPPING & DELIVERY
REFUNDS & RETURNS
i noticed some of your product pages say "pre-order". what does that mean?
THE item i want is out of stock. what can you do?
Most of the time, an out of stock item is still available for Pre-order. This means it is still available for purchase and will be made to order. There is typically a lead-time specified on each product page, but it can be up to 14 weeks depending on the item.
If an out of stock item is not available for Pre-order, we recommend adding the item to your wishlist, and we will notify you once it has been restocked.
do your products come fully assembled?
Most items do arrive fully assembled. However, dining tables, some chairs & smaller items do require simple assembly upon delivery. Each product requiring assembly will show our assembly logo above the ‘add-to-cart’ or ‘pre-order’ button, as seen below.
i can't work out how to assemble my item, who can help me?
can i view your products before i buy?
Yes! We have a Showroom at 5 Hunt Street, Coburg, Victoria. We don’t take appointments, you’re welcome to come by anytime and our opening ours are 10am - 5pm everyday, except Mondays.
are all of your products on display in your showroom?
We try very hard to make sure we have at least one of each product in our showroom. Unfortunately we aren’t able to have every single size or colour option available to view, but we do have most Fabric Samples on hand, and often we are able to provide additional resources for your convenience.
i don't live in melbourne. can i still view your products?
Unfortunately, our Melbourne Showroom is the only official location to view The Feelter products. Please reach out to firstname.lastname@example.org and we can send through any additional resources we might have.
CAN I ORDER ONLINE?
Yes absolutely! Simply add the items you’d like to your cart, and proceed to checkout.
I'M HAVING TROUBLE WITH MY ONLINE ORDER. CAN YOU HELP?
How can I pay for my order?
At the moment our online store accepts credit card payments, as well as some Buy Now, Pay Later options such as Afterpay and ZipPay.
If you’d prefer to pay with a bank transfer, please get in contact with our team at email@example.com and we’ll walk you through the process.
How will i know if my order has been successful?
You should receive an automated confirmation email within 24 hours of your order being processed. If money has come out of your account, but you have not received an email, it’s possible you may have put in an incorrect email address, or the email may have been delivered to your Junk / Spam inbox.
Do i have to pay the full amount upfront?
If you are placing a regular online order, you have access to our Buy Now Pay Later options like Afterpay and ZipPay, but credit card payments must be the full amount upfront.
If you’d prefer to pay 50% now and the rest later, let us know at firstname.lastname@example.org and we can walk you through the steps (pre-orders only).
How long does Delivery take?
For orders only consisting of In-Stock items, we aim to have them picked up from our Melbourne Warehouse by one of our trusted delivery partners within 1-3 working days. Ready to ship orders placed on weekends or after 12pm on Fridays, are usually dispatched on the following Tuesday.
For orders containing pre-order items, the lead time can be up to 14 weeks before they’re ready to be sent. Please see individual product pages for relevant lead-time information.
Delivery can take up to 10 business days from date of collection. Below are the specific estimates by delivery location.
Brisbane & Byron Bay
TAS & Metro WA
NT & Regional WA
Please note these are just estimates, and not a guarantee that delivery will be made within these timeframes.
HOW MUCH IS DELIVERY?
Delivery costs are calculated on an order by order basis, determined by the Cubic Weight of the products in your order. To check how much delivery will be, please add items to your cart & proceed to checkout - costs will be displayed before any payment information is required.
CAN I COLLECT MY ORDER FROM YOUR WAREHOUSE?
Absolutely. Local Pick Up is free, and available from our warehouse in Melbourne, Victoria. This is an option at the checkout.
DO I NEED TO BE HOME TO ACCEPT DELIVERY?
Yes. By default, none of our orders have Authority To Leave, but let us know if you’d like us to authorise this on your behalf.
How will I know when my Delivery is due to arrive?
You should receive an email with Tracking information when your order is collected from our warehouse. Please keep an eye on this to be sure someone is available to receive the order on the delivery date, or you can call the selected delivery partner for more information.
Allied Express: 13 13 73
Australia Post: 13 76 78
Couriers Please: 1300 361 000
WILL YOUR DELIVERY PARTNER BRING THE ITEMS INSIDE MY HOUSE?
Our standard delivery partners do not bring items inside, but will bring them to your doorstep.
CAN I ARRANGE MY OWN DELIVERY?
DO YOU SHIP INTERNATIONALLY?
WHERE DO YOU DELIVER?
We currently deliver Australia-wide.
WHEN DO YOU DELIVER?
Deliveries are generally made on weekdays.
CAN I SPECIFY A DELIVERY DATE?
Unfortunately not. For more information please contact your delivery partner.
Allied Express: 13 13 73
Australia Post: 13 76 78
Couriers Please: 1300 361 000
IF I ORDER SEVERAL ITEMS, WILL THEY BE DELIVERED AT THE SAME TIME?
We generally opt to send whole orders at once, but most items are packaged separately. Because of this, there is a chance orders may be separated during transit, and delivered across a few days.
CAN I PROVIDE ADDITIONAL SHIPPING/DELIVERY NOTES?
Absolutely, please provide any additional information in the ‘order notes’ section of the cart/checkout.
MY ORDER IS ARRIVING SOON BUT I'M NOT READY TO RECEIVE THE DELIVERY. WHAT CAN I DO?
What if i want to change my order?
If you ordered in-stock items, please get in contact ASAP at email@example.com and outline the changes required.
We pass on Pre-orders to our production team once a week, after which point, no changes can be made. You will receive an email notification to the email address used to place your order once your order has been placed into production. If you have not yet received this email and would like to make a change, please get in touch with us and we can discuss your options.
What if my order arrives damaged?
Please take a photo of anything that doesn’t look right & send it to our team at firstname.lastname@example.org and we can discuss your options.
how will i be refunded?
By default, refunds are always processed back to your original payment method. If you no longer have access to your original payment method, or need it processed to a different account. Please let our team know the correct details & we should be able to accommodate.
WHAT happens if my item is missing parts when it arrives?
Please send us an email at email@example.com detailing the missing part, and include any images that might provide context. We’ll try our best to get a replacement part sourced for you.
i no longer wish to proceed with my order. how can i get a refund?
Send us an email at firstname.lastname@example.org and we’ll discuss your options. Please see our change of mind policy here, and note that once Pre-orders have entered the production stage, they are no longer eligible for change of mind.
CAN I provide my own fabric?
Unfortunately not, but we do have an extensive range of textiles to choose from. If you’re not loving the online options for the product you have in mind, send an email to email@example.com and we can see what other options we might have on hand.
I saw an item in your showroom that is not online. can i purchase it?
Are you an Australian Company?
Yes! We are an Australian small business, started in Melbourne, Victoria.
What time are you open?
Our business hours are 10am-5pm, everyday except Mondays.
Do you offer trade discounts?
5 Hunt Street, Coburg, 3058
0451 226 259