SHIPPING, RETURNS AND WARRANTY

GENERAL SHIPPING INFORMATION

We currently ship Australia-wide. If you're an international customer and are looking to purchase, you can send an inquiry to info@thefeelter.com and we will try our best to assist you. 

All packages are shipped with tracking information. Please use your allocated couriers website and your consignment number to track your goods. We recommend allowing up to 72 hours for this information to upload. 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 partner Designer Transport will contact you directly to organise a smooth hand over. 

YOUR 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. Specifics outlined below.

STANDARD SHIPPING

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 also the clients responsibility. 

This level of service is provided by our 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 in with an alternative service should this not be a viable option at the time of dispatch. 

WHITE GLOVE

1. Standard - Room of Choice

2. Premium - Full Service

These services are provided by our partner Designer Transport. These premium services are useful for those who require assistance bringing items inside, or who may want rubbish removed. Specifics outlined below. 

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 majority of our products will arrive within a 10 day framework after the product has been processed and shipped out. 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.

CHECKOUT

When selecting general shipping at checkout, our system will generate a number of quotes. Depending on your location, and the size of your order, our deliver partners will offer a variety of rates to choose from.

TRANSIT

If your order is in stock, and is smaller than a standard moving box, we'll dispatch this straight away and send you tracking details. You will be able to see on the morning of delivery that your order is on board the truck and due for delivery that day.

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 hand over. 

DELIVERY

As above, depending on your service level, our driver may require some assistance to unload your items. For larger items, we recommend having 2 people present. If you require full installation, we highly encourage you to select the White Glove service that will cater to your needs. 

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. 

We encourage you to wear personal protective equipment such as gloves, googles and ear plugs when working with these tools. We appreciate that this extra packaging may not be the most convenient to remove, however in order to ensure your goods arrive in quality condition, we believe this is the best shipping method. 

Local Pick Up is available from our Coburg Showroom anytime within business hours. When your order is ready for collection, you will receive an email notification. 

Items must be picked up within 2 weeks of being marked as Ready For Pickup, otherwise a holding fee may apply. 

Holding fees are calculated as 10% of the total paid per order, every extra week items are held in our warehouse. 

RETURNS 

1. Change of Mind Policy

​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.

Exemptions:

1a) SALE items 

1b) Altered goods

1c) Items that are no longer in their original condition and packaging

1d) Pre-order items

1e) Faulty and damaged items will be eligible for a return.

2. Refunds + Return Fees

2a) In the event that you change your mind about a purchase we’re happy to offer a refund within 30 days, as long as the packaging and product is in its original condition.

2b) Products must be returned to The Feelter within these 30 days. 

2c) Refunds are only available for the original method of payment used on the order and are valid for 3 months from date of purchase. If the payment method used is no longer available, or the purchase has been made more than 3 months earlier, we are able to offer a credit note.

2c) We do not offer free return on furniture, sale items, items classified as bulky goods, trade orders and international orders. 

2d) The Feelter is unable to organise the return of faulty of damaged goods. If under warranty, we will organise a replacement or refund as appropriate.  

2e) Special order and Pre-order (including made-to-order and custom items) are non-refundable for change of mind reasons. 

3. Change of Mind Terms

The following terms apply to change of mind returns:

3a) In case you originally received free delivery to a Metro Sydney or Melbourne address: The re-shipping fee will be based on your location and the size of the items you are returning.

3b) In case you originally received free delivery to an address outside Metro Sydney or Melbourne: The re-shipping fee will be based on your location and the size of the items you are returning.

3c) For Homewares Only: If you originally paid for the delivery, this shipping fee will not be refunded, but we won’t deduct an additional re-shipping fee from your refund.

3d) Furniture & Rugs: If you originally paid for the delivery, this shipping fee will not be refunded, and the re-shipping fee will be based on your location and the size of the items you are returning.

3e) Storage, delivery upgrade and re-delivery fees will not be refunded.

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.

4. Preparing Your Items for Return

​Please email info@thefeelter.com within 30 days of receiving your order should you wish to return. We will email you a prepaid Australia Post return label. Please print the label and attached 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.

* For the return of smaller items like homewares, you may be required to drop them off at an Australia Post Office.

​Our address for returning items:

​5 Hunt Street, Coburg, VIC 3073

​5. Order Cancellation

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 a return fee.

Faulty Items

​We aim to always represent and dispatch quality product. 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 exchange, repair or refund.

​Incorrect Item

​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 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.

6. WARRANTIES

Overview

In line with Australian Consumer Law, we offer the following warranties on our products:

All items come with a 12-month standard warranty. 

We offer a 3-year extended product warranty for an additional 10% of RRP, If you are looking to order a product with an extended warranty, please contact our friendly customer service team prior to ordering. Our best contact is: info@thefeelter.com 

Specifics

Our product warranty does not cover:

1. Normal wear and tear including minor blemishes, fading, dents and chipping.

2. Damage from abuse or unintended use.

3. Damage to packaging.

4. Damage resulting from improper maintenance, eg. failure to steam clean your couches on a regular basis.

5. Modified goods, ie. you have made unauthorized alterations to your item.

6. Insignificant variations in dimensions, colour, natural grain, or finish (as between a received product and an advertised product).

7. Marble and natural stone products.

8. Minor changes in dimension, colour, and finish. 

9. Variation in products produced from natural materials eg. Natural timber table tops with variance in grain texture or quality. 

10. Minor differences between products ordered at different times. For example; a Fireside Sofa in Faux Suede No.29 that has slightly different colour to another sofa of the same material that arrived at an earlier time. This can happen between different dye batches in 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 figure including: curl ripples, growth stripes and rings, mineral streaks and pin knots.

We are more than happy to liaise with clients throughout the production process in order 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.