SHIPPING 

SHIPPING OVERVIEW

We currently ship Australia-wide. All packages are shipped with tracking information. Please use your allocated courier's website and your consignment number to track your goods. Please allow 24-72 hours for uploaded tracking to become live. Our customer service team will not be able to offer support relating to the whereabouts of goods during this period. 

If you have chosen a White Glove service, our driver partners will contact you directly to organise a smooth handover. 

STANDARD SHIPPING TIMES

VIC 3-5 Business Days

NSW 3-7 Business Days

QLD 3-7 Business Days

ACT 3-7 Business Days

SA 3-7 Business Days

WA 5-9 Business Days

NT & TAS 6-10 Business Days

• Please note that the majority of our products will arrive within a 10-days of dispatch from our Melbourne warehouse. Some variability may cause the shipment to take longer than usual.
• The Feelter is not responsible for any duties/taxes upon arrival to your location & any delays due to the shipping carrier or customs clearance. Delivery time does not include Saturdays, Sundays, or Holidays.
• Customs, duty, and taxes are non-refundable. If you refuse a shipment because of unexpected import fees, the cost of the original shipping, any brokerage/customs/duty/taxes, and any return shipping charges will not be refunded.
• White Glove orders are exempt from these estimates. 

SHIPPING OPTIONS 

LOCAL PICK-UP 

Selecting this option at check-out means your items will need to be collected from our Coburg warehouse, located at 5-7 Hunt Street, Coburg, VIC, 3068. Once your order is ready, we’ll send you a pick-up notification. Local Pick-up is available from our Coburg Showroom anytime within business hours. 

We request all clients collect their local pick-up order within two weeks of receiving their notification, after this time, we reserve the right to apply a holding fee, which will be charged at 10% of product RRP, per week.  

LOCAL DELIVERY - COURIER DROP

This option is for our Metro Melbourne customers. Upon arrival of goods into our warehouse we can organise a day between Tuesday and Friday for your order to be dropped off. This delivery method requires 24 hours of notice.

• This option is a standard service that includes delivery to your doorstep, but not inside your house.
• For larger items, someone will need to be on-site to assist the driver with unloading.
• Drivers are not insured to enter your property.
• Rubbish removal is the client's responsibility. 
• Estimated delivery windows for standard shipping are 12pm-5pm, on your chosen weekday. Items may sometimes be delivered after 5pm.
• You'll receive a text message once your items have been picked up and on the way to you. This message will include a likely delivery window.
• We can provide 'Authority to Leave' in a safe location if you let us know before booking.
• If you require a more customised service, we suggest our White Glove option. 

This level of service is provided by our courier partner Allied Express and possibly local Melbourne removalists.

STANDARD SHIPPING - COURIER DROP

• This option is a standard service that includes delivery to your doorstep, but not inside your house.
• For larger items, someone will need to be on-site to assist the driver with unloading.
• Drivers are not insured to enter your property.
• Rubbish removal is the client's responsibility. 
• Estimated delivery windows for standard shipping are 9am-5pm, on any given weekday. Items may sometimes be delivered after 5pm.
• You'll receive a text message the morning of delivery, confirming that your items are onboard for delivery that day.
• While we can request that drivers contact you ahead of time and provide a smaller window, this is not part of the service paid, and is not guaranteed.
• We can provide 'Authority to Leave' in a safe location if you let us know before booking.
• If you require a more customised service, we suggest our White Glove option. 

This level of service is provided by our courier partners: Allied Express, Hunter Express, Couriers Please and more. While we will try to book your consignment with the courier of your choice, we reserve the right to book with an alternative service should this not be a viable option at the time of dispatch. 

WHITE GLOVE

Our primary White Glove partner is the boutique delivery team at Designer Transport. They specialise in White Glove furniture delivery along the East Coast of Australia.

As most of our products are pre-assembled, our White Glove option does not currently include assembly. Please email our friendly customer service team at info@thefeelter.com to obtain a quote for White Glove with assembly.

With Designer Transport's services, you are able to choose your preferred delivery day from 3 potential options. While you'll initially need to select a day where you have 7am-7pm availability, 24-48 hours before delivery day you'll receive a second confirmation text with a 2-3 hour window. For many clients, this is more convenient than the full day window provided with standard shipping.

A detailed explainer on Designer Transport's communication methods can be found here.

DESIGNER TRANSPORT SERVICE AREAS

• Sydney Metro
• Wollongong
• Newcastle
• Canberra
• Central Coast
• Blue Mountains
• Melbourne metro
• Geelong
• Mornington
• Brisbane
• Gold Coast
• Sunshine Coast
• Toowoomba
• Byron Bay

DESIGNER TRANSPORT DELIVERY DAYS

• Metro areas: Mon + Wed + Fri
• Outside of metro: Tues + Thurs

For customers in these locations, we offer two types of White Glove delivery:

STANDARD - ROOM OF CHOICE

STANDARD PLUS - FULL WHITE GLOVE 

Each delivery option includes specific services. Please read the following carefully before choosing your desired option. 

STANDARD - ROOM OF CHOICE

✔️ - Traditional delivery service

✔️ - Ability to specify delivery date and 2-3 hour delivery window

✔️ - Placement in required location

X - Unpacking all items within client order, preferably under client supervision

X - Wipe and/or clean items where necessary

X - Complete removal of all packaging material.

X - Assembly of goods

STANDARD PLUS - FULL WHITE GLOVE 

✔️ - Traditional delivery service

✔️ - Ability to specify delivery date and 2-3 hour delivery window

✔️ - Placement in required location

✔️ - Unpacking all items within client order, preferably under client supervision

✔️ - Wipe and/or clean items where necessary

✔️ - Complete removal of all packaging material.

X - Assembly of goods

OTHER DESIGNER TRANSPORT AND WHITE GLOVE DELIVERY SPECIFICS 

• Designer Transport collects from us twice a week. We will confirm with you before handing over your goods that you are okay to accept within the next 10 or so business days. 
• Designer Transport will contact all clients via phone to organise a smooth handover. They initially provide three options, however you can select further dates that suit your needs.
• Because of the extra care taken during White Glove delivery, the lead time is often a little longer than if standard shipping had been selected. For this reason, we do not provide detailed delivery estimates for White Glove orders, outside the standard lead times provided when your order was first placed. 
• For White Glove orders, pricing is based on cubic meterage, postcode and service level selected. Orders with a total volume of less than half a cubic meter will be charged the minimum shipping rate for your area. It is not guaranteed that orders under half a cubic meter will be eligible for White glove services.  
• While Designer Transport is our preferred White Glove shipping partner, we reserve the right to use another company at the time of delivery, should this be more logistically viable for us at the time of dispatch. Refunds or discounts will not be issued based on a change of driver company. 

SHIPPING PROCESS SPECIFICS 

CHECKOUT

When you select shipping at checkout, our system will generate several quotes. Depending on your location, and the size of your order, our delivery partners will offer a variety of rates to choose from.

LARGE ITEM DELIVERY 

If your order is in stock and is smaller than a standard moving box, we'll dispatch this straight away. If your order is larger than a standard moving box or is a pre-order, we'll contact you once your items are ready so we can organise a smooth handover. 

PARCEL TRACKING AND HAND OVER

As detailed in the general shipping information above, every order undergoes tracking before leaving our warehouse. For larger items, solo unloading by couriers is not possible, and they lack the authorisation to enter your property. We suggest having two individuals available on the delivery day or opting for our White Glove service, which includes installation for your convenience. 

PACKAGING

As we ship with multiple delivery partners, and do so Australia-wide, our items come with extra strong packaging. Where possible, we'll use reinforced cardboard to protect your items. Sometimes, we'll include a timber skeleton, this is usually for our interstate and remote customers. Most timber can be removed with a hammer, some items may require a wrecking bar. 

SAFE PACKAGING REMOVAL 

We encourage you to wear personal protective equipment such as gloves, goggles and earplugs when working with hammers and wrecking bars. We appreciate that this extra packaging may not be the most convenient to remove, however, to ensure your goods arrive in quality condition, we believe this is the best shipping method. 

RETURNS  

CHANGE OF MIND RETURNS 

​We stand behind the products we sell on The Feelter, therefore if an order doesn’t meet your expectations we will happily refund you, as long as the product is returned unused in its original condition within 30 days of receipt. This includes the product manual and packaging. 

Please be mindful not to assemble or modify a product before returning it; otherwise, we will not be able to refund your purchase. The Feelter is also unable to refund, and return an item where the packaging or product is returned damaged or marked.

The following terms apply to change-of-mind returns:

• Shipping fees - unless otherwise stated, all clients are responsible for return shipping costs and original shipping fees will not be refunded. 
• Damaged items - If you have received a product that is damaged, faulty or incorrect and you wish to return it, you will not be charged a re-shipping fee.

The following items are not eligible for change of mind returns:

1. Sale and clearance items 
2. Altered goods
3. Items that are no longer in their original condition and packaging
4. Pre-order items. Read up on our pre-order policy here. 

FAULTY OR DAMAGED GOODS RETURNS 

​We aim to always represent and dispatch quality products. If you believe the item you have received is faulty, please email us as soon as possible, quoting your order number, name and address, and as many details as possible about the product and its fault. Please advise us within seven days of receipt of the faulty item, to allow us to resolve the matter quickly by arranging an exchange, repair or refund.

If an item is found to be faulty or damaged, is covered by your rights under Australian consumer law, or our extended product warranty, we are happy to facilitate either a return or replacement, depending on the item, and the issue at hand. 

For seriously damaged goods, The Feelter is unable to organise returns. If under warranty, we will organise a replacement or refund as appropriate. This refund may come in the form of a store credit or gift card, notwithstanding your rights under ACL. 

INCORRECT ITEM RETURNS 

​If you have received an item that is not what you had originally ordered, please email us immediately, quoting your order number, name and address, details of the product received and the product originally ordered, and whether you require a refund or replacement. We will then be in touch with advice on how you should proceed with the return.

RETURNS 

​Please email info@thefeelter.com within 30 days of receiving your order should you wish to return it. Depending on the type of return, such as a change of mind return, you may need to pay return shipping fees before we organise collection. Once payment is received, we will usually email you a return packing slip or label to be affixed to the product in question. We request all clients print the label and attach it to the parcel you wish to return. 

When returning an item we ask that you enclose a copy of the tax invoice or order confirmation email and returns form as proof of purchase.

While we will generally sue a courier for return services, for smaller items like homewares, you may be required to drop them off at an Australia Post Office.

OUR RETURN ADDRESS

​5 Hunt Street, Coburg, VIC 3073 

ORDER CANCELLATIONS 

GENERAL 

If your entire order was in stock at the time of purchase, you can cancel your order at any time before the item has been packed by our distribution team or dispatched. Please contact us in writing at info@thefeelter.com. 

In this case, you will receive a full refund. If the item has been dispatched and you still wish to cancel the order, we will arrange for the item to be returned to our distribution centre and provide you with a refund, less the dispatch and return shipping fees. 

PRE-ORDER CANCELLATION 

In most cases, we are not able to offer refunds for cancelled pre-orders. We encourage you to read our specific pre-order policy here. 

WARRANTIES

OVERVIEW - STANDARD WARRANTY 

Aligned with Australian Consumer Law (ACL), we provide the following warranties on our products: All items are backed by a 12-month standard warranty. For more information on Australian Consumer Law and your rights, please visit the ACCC website. 

THREE-YEAR EXTENDED WARRANTY 

In addition to your rights under ACL, we also offer a 3-year extended product warranty for an additional 10% of RRP.

This warranty is available for items purchased for private and residential use only, and does not cover products intended for use in commercial environments. We do not currently offer extended commercial warranties beyond the standard 12 month warranty.

If you are looking to order a product with an extended warranty, please contact our friendly customer service team before ordering. Our best contact is: info@thefeelter.com 

WARRANTY SPECIFICS 

Considering your rights under ACL, our product warranty does not cover the following:

• Normal wear and tear including minor blemishes, fading, dents and chipping.
• Damage from abuse or unintended use.
• Damage to packaging.
• Damage resulting from improper maintenance, eg. failure to steam clean your couches regularly.
• Modified goods, ie. you have made unauthorised alterations to your item.
• Insignificant variations in dimensions, colour, natural grain, or finish (as between a received product and an advertised product).
• Marble and natural stone products.
• Minor changes in dimension, colour, and finish. 
• Variation in products produced from natural materials eg. Natural timber table tops with variance in grain texture or quality. 
• Minor differences between products ordered at different times. For example; a Fireside Sofa in Faux Suede No.29 has a slightly different colour to another sofa of the same material that arrived at an earlier time. This can happen between different dye batches in the production of the fabric and is not considered a fault.  

NATURAL TIMBER PRODUCTS

Unless covered by general ACL, our product warranty does not extend to natural timber products. Specifically, we will not refund, exchange or accept the return of goods for perceived defects relating to timber anomalies or figures including curl ripples, growth stripes and rings, mineral streaks and pin knots. These are all considered natural features of the material and do not constitute defects. 

We are more than happy to liaise with clients throughout the production process to ensure that you receive an item that is of a high standard. If you have any queries relating to natural finishes, please do not hesitate to contact our friendly customer care team. 

A more detailed explainer on natural timber products can be found here.

FIBREGLASS PRODUCTS 

It is crucial to note that, given the handmade nature of fibreglass production, each piece, while similar, possesses a distinctive finish and form. We view these variations as inherent to the item's unique qualities rather than design defects. Consequently, we do not offer refunds for perceived differences in finish or form. Should you have any concerns about ordering fibreglass products, we encourage you to reach out to our friendly customer service team for additional information and assistance.