Frequently Asked

QUESTIONS

Delivery

We offer FREE SHIPPING to most metro cities of Australia. To check if your post code is included, just simply enter your postcode on the product, cart or delivery page. It provides information if we deliver in that area and the shipping cost if in case your post code is not included in the FREE SHIPPING ZONE.

We’ll keep you posted all way through! After you order, you will be receiving an order confirmation from us. Please allow 24 hours for the orders to processed and dispatched.  Once your order is processed, you will receive an email and an SMS with a tracking number. Another email will be sent, so you can track the delivery status of your order.  To make sure you don’t miss your order, you will receive an SMS or an email when the order is on its way and another notification once the item is delivered at your doorstep.

Dispatch within 24 hours
Expected delivery time: 1-11 business days (Monday-Friday) upon dispatch

Revised as of 09th of March 2022:

Vic Metro 3-5 Business Days
Victoria 3-9 Business Days
NSW Metro 3-8 Business Days
NSW 3-10 Business Days
QLD 3-10 Business Days
SA 3-10 Business Days
ACT 3-10 Business Days
WA 5-11 Business Days
TAS 5-11 Business Days
NT 5-11 Business Days

For Non-Eliving Products:

Eco Home: 7 business days
Olivia Shayn: 15 business days

Note: Shipping Guarantee does not include non-Eliving products.

It is a standard practice that we ensure all items ordered are dispatched at the same time if the product is available and comes from the same warehouse. Although, we do not guarantee that it will all arrive at the same time due to special circumstances (courier, product availability, lost in transit etc) we are proud to say that 98% of our grouped orders arrive at the same time.

If you need to change your delivery information, please contact our team on (03) 90710088 or [email protected] . Please note that we process and dispatch the orders within 24 hours. No fees apply when the address is changed before dispatch and covers the same pricing post code area.  If in case the order is already dispatched from our warehouse, we charge $20 for redirection fee.

Visit our Contact Us page & select the Damaged, Lost or Stolen During
Delivery option for best results. Have your order number & the email
used to purchase your order ready.

Yes, you can easily do that by placing additional delivery notes before check out. If in case you miss it, you may contact our dedicated customer service team  at (03) 90710088 or [email protected]   Additional delivery instructions only cover the ff: address instruction and authority to leave. Please note that “preferred delivery time” is not guaranteed as we do not have control over courier operations.  

Upon purchase, you will receive a tracking number within 24 hours. The tracking number normally updates status within 48 hours and gives an estimated time of arrival of your order. If in case you notice that there are no movements on the order within 72 hours, please contact the designated courier directly or our dedicated customer service team at  (03)  90710088  or [email protected]

If in case you receive a “sorry we missed you” card or missed a delivery, you can get in touch with the courier immediately to arrange a re-delivery of your order on a preferred date FREE OF CHARGE. Please note that the courier gives a specific time frame to get in touch with them, applicable re-delivery fee applies if they have not heard from you as they will automatically return the item to our Melbourne warehouse. For further assistance, you may contact our customer service team at (03)  90710088  or [email protected] .

To ensure the safety and security of our customers and delivery partners/drivers, all orders will be delivered at the front door or ground floor/building lobby only.

If we provide a guaranteed delivery date range and a delivery attempt isn’t made in those guaranteed dates, we’ll refund any shipping fees associated with that order. Terms and Conditions Apply.

  • Pre-Order Items are not included in the Shipping Guarantee.
  • # of Days are in Business Days, excluding weekends.
  • Items will be delivered within a specific date range but not necessarily a specific date.
  • No delivery on Holidays and Weekends.
  • Redelivery is excluded in shipping guarantee.
  • Delayed Delivery due to COVID Restrictions and other covid-related circumstances are not be covered by shipping guarantee.
  • Delayed due to peak seasons like Christmas & Chinese New Year will not be covered by shipping guarantee.
  • Non-Eliving products are not included on the Shipping Guarantee Policy.
  • The guarantee does not apply if we miss our promised delivery date because of an unforeseen circumstance outside of our control, such as a strike, natural calamities, or severe storm. Also, delivery scans might be inaccurate.

– An attempted delivery on or before the guaranteed delivery date meets our delivery guarantee.

-An offer by the carrier of a delivery appointment on or before the guaranteed delivery date meets our delivery guarantee

Unfortunately, no. Delivery of orders are controlled by our partner couriers and they provide a delivery time frame depending on your location.

Unfortunately, we don’t offer this option. However, rest assured that our dispatch team selects the most efficient and affordable mode of delivery available from our partner couriers.

Delivery

We offer FREE SHIPPING to most metro cities of Australia. To check if your post code is included, just simply enter your postcode on the product, cart or delivery page. It provides information if we deliver in that area and the shipping cost if in case your post code is not included in the FREE SHIPPING ZONE.

We’ll keep you posted all way through! After you order, you will be receiving an order confirmation from us. Please allow 24 hours for the orders to processed and dispatched.  Once your order is processed, you will receive an email and an SMS with a tracking number. Another email will be sent, so you can track the delivery status of your order.  To make sure you don’t miss your order, you will receive an SMS or an email when the order is on its way and another notification once the item is delivered at your doorstep.

Dispatch within 24 hours
Expected delivery time: 1-11 business days (Monday-Friday) upon dispatch

Revised as of 09th of March 2022:

Vic Metro 3-5 Business Days
Victoria 3-9 Business Days
NSW Metro 3-8 Business Days
NSW 3-10 Business Days
QLD 3-10 Business Days
SA 3-10 Business Days
ACT 3-10 Business Days
WA 5-11 Business Days
TAS 5-11 Business Days
NT 5-11 Business Days

For Non-Eliving Products:

Eco Home: 7 business days
Olivia Shayn: 15 business days

Note: Shipping Guarantee does not include non-Eliving products.

It is a standard practice that we ensure all items ordered are dispatched at the same time if the product is available and comes from the same warehouse. Although, we do not guarantee that it will all arrive at the same time due to special circumstances (courier, product availability, lost in transit etc) we are proud to say that 98% of our grouped orders arrive at the same time.

If you need to change your delivery information, please contact our team on (03) or [email protected] . Please note that we process and dispatch the orders within 24 hours. No fees apply when the address is changed before dispatch and covers the same pricing post code area.  If in case the order is already dispatched from our warehouse, we charge $20 for redirection fee.

Visit our Contact Us page & select the Damaged, Lost or Stolen During
Delivery option for best results. Have your order number & the email
used to purchase your order ready.

Yes, you can easily do that by placing additional delivery notes before check out. If in case you miss it, you may contact our dedicated customer service team  at (03) 90710088 or [email protected]   Additional delivery instructions only cover the ff: address instruction and authority to leave. Please note that “preferred delivery time” is not guaranteed as we do not have control over courier operations.  

Upon purchase, you will receive a tracking number within 24 hours. The tracking number normally updates status within 48 hours and gives an estimated time of arrival of your order. If in case you notice that there are no movements on the order within 72 hours, please contact the designated courier directly or our dedicated customer service team at  (03)  90710088  or  [email protected]

If in case you receive a “sorry we missed you” card or missed a delivery, you can get in touch with the courier immediately to arrange a re-delivery of your order on a preferred date FREE OF CHARGE. Please note that the courier gives a specific time frame to get in touch with them, applicable re-delivery fee applies if they have not heard from you as they will automatically return the item to our Melbourne warehouse. For further assistance, you may contact our customer service team at (03)  90710088  or [email protected]

To ensure the safety and security of our customers and delivery partners/drivers, all orders will be delivered at the front door or ground floor/building lobby only.

If we provide a guaranteed delivery date range and a delivery attempt isn’t made in those guaranteed dates, we’ll refund any shipping fees associated with that order. Terms and Conditions Apply.

  • Pre-Order Items are not included in the Shipping Guarantee.
  • # of Days are in Business Days, excluding weekends.
  • Items will be delivered within a specific date range but not necessarily a specific date.
  • No delivery on Holidays and Weekends.
  • Redelivery is excluded in shipping guarantee.
  • Delayed Delivery due to COVID Restrictions and other covid-related circumstances are not be covered by shipping guarantee.
  • Delayed due to peak seasons like Christmas & Chinese New Year will not be covered by shipping guarantee.
  • Non-Eliving products are not included on the Shipping Guarantee Policy.
  • The guarantee does not apply if we miss our promised delivery date because of an unforeseen circumstance outside of our control, such as a strike, natural calamities, or severe storm. Also, delivery scans might be inaccurate.

– An attempted delivery on or before the guaranteed delivery date meets our delivery guarantee.

-An offer by the carrier of a delivery appointment on or before the guaranteed delivery date meets our delivery guarantee

Unfortunately, no. Delivery of orders are controlled by our partner couriers and they provide a delivery time frame depending on your location.

Unfortunately, we don’t offer this option. However, rest assured that our dispatch team selects the most efficient and affordable mode of delivery available from our partner couriers.

PRODUCTS & STOCKS

E-Living Furniture generally covers 12 months warranty period to all our items against any manufacturing defects and any other issues with the materials that have been used. It is important for you to keep your invoice number to ensure you make a claim.

For our Deep Dream mattresses, we provide 20-year warranty against any manufacturing defect. Terms and Conditions apply. 

If in case you receive the wrong product, please contact our customer service team immediately at (03)  90710088  or [email protected]  Just simply provide us your order number and a photo of the item you received (showing the SKU) and we will arrange a delivery of the right item as soon as possible.

For missing parts, , please contact our customer service team at (03)  90710088  or [email protected]  Just simply provide us your order number and the missing part/s by referring to the assembly manual provided, and we will immediately send the missing parts via express post.

This is very unlikely but if in case the assembly information is missing, you may simply visit our website and go the product page of the item you ordered. All our assembly information is available online.

No. We do not have a showroom at the moment but do not worry as we provide a detailed information and photos of the products in our website to ensure that it is an exact representation of our items.

For wait and save / pre-order products, simply refer to product page for an estimated date of dispatch from our warehouse. For further assistance, please contact our customer service team at (03)  90710088  or  [email protected] 

No. We do not offer those services at the moment.

We take out the size option of an item if it is out of stock. You may also check the product description to confirm the available sizes for the product that you are interested in.

Yes, you can now get notification of the specific product once it’s back in stock by clicking “notify me” on the product page. 

Unfortunately, we don’t offer an assembly service. But we do provide easy-to-follow assembly manuals for every product you purchase.

Return & Refund

Yes. No applicable fees apply if the order was changed prior dispatch of the item from our warehouse. Please note that we dispatch all our orders within 24 hours.  For order changes, please contact our customer service team at (03)  90710088  or [email protected] 

 

Yes. No cancellation fees apply if the order was cancelled prior dispatch of the item from our warehouse. Please note that we dispatch all our orders within 24 hours.  If in case the item left the warehouse, applicable fees applies. For cancellation of orders, please contact our customer service team at (03)  90710088  or [email protected] 

If you changed your mind, we may offer you a store credit provided that the return is made within 14 days from the date you received the product and you are able to provide satisfactory proof of purchase.

  • Eligibility

To be eligible for a store credit, the product must:

    • be unused and in the same ‘as -new’ condition with all original product packaging including protective packaging such as the box or carton the product came in;

    • be free from damages and modifications including but not limited to scratches, stains, drilling, wear and tear, misuse or any result of the failure to take reasonable care of the product;

    • not be subjected to the exclusions listed below

As the original protective packaging (including box or carton) are carefully designed to avoid shipping damages, any returns without the original packaging will be refused. You are encouraged to photograph products and condition of packaging scheduled for return before handing the return to our delivery partners for your own record.

  • Fees

Fees that will be deducted from your store credit includes:

    • Initial shipping costs

    • Return shipping costs

    • 15% restocking fee charged per ‘line total price’ of returned product on your Tax Invoice

Our team members will assess the item to determine whether a store credit will be offered in accordance with our Return Policy. Returns for change of mind items are issued only by way of store credit valid 1 year from the date of issue. Within 5 business days of receiving your return, we will issue you with a store credit voucher via email in an amount equal to the price paid for the product, less initial shipping costs, return shipping costs and restocking fee.

Excluded change of mind items:

Please choose carefully when purchasing products as the following change of mind items will not be accepted. Returns on all brands will not be provided on the following types of merchandise unless the product fail to meet a consumer guarantee:

  1. Mattresses & Bedding

  2. Pillows & Quilts

  3. Clearance items

  4. Personalised items

  5. Orders for commercial or non-domestic use

We try to process all refunds within 24 hours upon notice. The refund normally appears 2-5 business days upon issue. For refunds, please contact our customer service team at (03)  90710088  or [email protected]  

You can only use your store credit with E-living Furniture products. 

Store credits are valid for one year from the date of issuance.

We process approved refunds back to the original form of payment used during purchase. In cases where your account is no longer active, we recommend that you contact your bank so they can provide you with the information on how to get the refund.

PRODUCTS & STOCKS

E-Living Furniture generally covers 12 months warranty period to all our items against any manufacturing defects and any other issues with the materials that have been used. It is important for you to keep your invoice number to ensure you make a claim.

For our Deep Dream mattresses, we provide 20-year warranty against any manufacturing defect. Terms and Conditions apply. 

If in case you receive the wrong product, please contact our customer service team immediately at (03)  90710088  or [email protected]  Just simply provide us your order number and a photo of the item you received (showing the SKU) and we will arrange a delivery of the right item as soon as possible.

For missing parts, , please contact our customer service team at (03)  90710088  or [email protected]  Just simply provide us your order number and the missing part/s by referring to the assembly manual provided, and we will immediately send the missing parts via express post.

This is very unlikely but if in case the assembly information is missing, you may simply visit our website and go the product page of the item you ordered. All our assembly information is available online.

No. We do not have a showroom at the moment but do not worry as we provide a detailed information and photos of the products in our website to ensure that it is an exact representation of our items.

For wait and save / pre-order products, simply refer to product page for an estimated date of dispatch from our warehouse. For further assistance, please contact our customer service team at (03)  90710088  or [email protected] 

No. We do not offer those services at the moment.

We take out the size option of an item if it is out of stock. You may also check the product description to confirm the available sizes for the product that you are interested in.

Yes, you can now get notification of the specific product once it’s back in stock by clicking “notify me” on the product page. 

Unfortunately, we don’t offer an assembly service. But we do provide easy-to-follow assembly manuals for every product you purchase.

Return & Refund

Yes. No applicable fees apply if the order was changed prior dispatch of the item from our warehouse. Please note that we dispatch all our orders within 24 hours.  For order changes, please contact our customer service team at (03)  90710088  or [email protected]   

 

Yes. No cancellation fees apply if the order was cancelled prior dispatch of the item from our warehouse. Please note that we dispatch all our orders within 24 hours.  If in case the item left the warehouse, applicable fees applies. For cancellation of orders, please contact our customer service team at (03)  90710088  or [email protected] 

If you changed your mind, we may offer you a store credit provided that the return is made within 14 days from the date you received the product and you are able to provide satisfactory proof of purchase.

  • Eligibility

To be eligible for a store credit, the product must:

    • be unused and in the same ‘as -new’ condition with all original product packaging including protective packaging such as the box or carton the product came in;

    • be free from damages and modifications including but not limited to scratches, stains, drilling, wear and tear, misuse or any result of the failure to take reasonable care of the product;

    • not be subjected to the exclusions listed below

As the original protective packaging (including box or carton) are carefully designed to avoid shipping damages, any returns without the original packaging will be refused. You are encouraged to photograph products and condition of packaging scheduled for return before handing the return to our delivery partners for your own record.

  • Fees

Fees that will be deducted from your store credit includes:

    • Initial shipping costs

    • Return shipping costs

    • 15% restocking fee charged per ‘line total price’ of returned product on your Tax Invoice

Our team members will assess the item to determine whether a store credit will be offered in accordance with our Return Policy. Returns for change of mind items are issued only by way of store credit valid 1 year from the date of issue. Within 5 business days of receiving your return, we will issue you with a store credit voucher via email in an amount equal to the price paid for the product, less initial shipping costs, return shipping costs and restocking fee.

Excluded change of mind items:

Please choose carefully when purchasing products as the following change of mind items will not be accepted. Returns on all brands will not be provided on the following types of merchandise unless the product fail to meet a consumer guarantee:

  1. Mattresses & Bedding

  2. Pillows & Quilts

  3. Clearance items

  4. Personalised items

  5. Orders for commercial or non-domestic use

We try to process all refunds within 24 hours upon notice. The refund normally appears 2-5 business days upon issue. For refunds, please contact our customer service team at (03)  90710088  or [email protected]

You can only use your store credit with E-living Furniture products. 

Store credits are valid for one year from the date of issuance.

We process approved refunds back to the original form of payment used during purchase. In cases where your account is no longer active, we recommend that you contact your bank so they can provide you with the information on how to get the refund.

PAYMENTS & PROMOTIONS

E-Living Furniture accepts all major credit cards – Visa, MasterCard, American Express, and PayPal.

Simply select the Afterpay and Zip pay option during checkout. You will then be redirected to your selected payment method to complete an application. This will only take a few minutes. Repayments will vary depending on your selected payment method. 

Yes. For security purposes we do not store client card information in our system.

All promo codes have time validity and is applicable to certain products. You may just simple apply it in the code in the promo code section and discounts will be applied accordingly. For further assistance, please contact our customer service team at (03)  90710088  or [email protected]

All prices on the E-living Furniture website are subject to change. In case the price of an item on your order drops and you contact us within 48 hours after you have placed your order, we will honour the new price. 

No price adjustments can be processed after more than 48 hours since purchase. 

We can not amend prices of products that have already been dispatched from our warehouse.

We do not offer refunds, returns or exchanges on sale items due to change of mind. We will meet our obligations under the Australian Consumer Law if a product is faulty or damaged. 

We regret to inform you that we don’t offer a “cash on delivery” payment option. However, we do offer flexible payment options through AfterPay, Klarna and or ZipPay.

PAYMENTS & PROMOTIONS

E-Living Furniture accepts all major credit cards – Visa, MasterCard, American Express, and PayPal.

Simply select the Afterpay, Zip pay option during checkout. You will then be redirected to your selected payment method to complete an application. This will only take a few minutes. Repayments will vary depending on your selected payment method. 

Yes. For security purposes we do not store client card information in our system.

All promo codes have time validity and is applicable to certain products. You may just simple apply it in the code in the promo code section and discounts will be applied accordingly. For further assistance, please contact our customer service team at (03)  90710088  or [email protected]

All prices on the E-living Furniture website are subject to change. In case the price of an item on your order drops and you contact us within 48 hours after you have placed your order, we will honour the new price. 

No price adjustments can be processed after more than 48 hours since purchase. 

We can not amend prices of products that have already been dispatched from our warehouse.

We regret to inform you that we don’t offer a “cash on delivery” payment option. However, we do offer flexible payment options through AfterPay, Klarna and or ZipPay.

Damaged, Lost or Stolen During Delivery

We’ve partnered with NTI Shipping & Delivery Insurance to protect your goods whilst being delivered to you.

Backed by Australia’s largest transport and logistics specialist, NTI Shipping & Delivery Insurance lets you feel safe in the knowledge that if something goes wrong, we’ve got you covered!

We’ve got your purchased goods covered for accidental damage, loss or theft – whether it’s carried by road, rail, boat or air. Your purchase is protected for full replacement cost, including shipping costs.

Visit our Contact Us page & select the Damaged, Lost or Stolen During Delivery option for best results. Have your order number & the email used to purchase your order ready.

The claim must be made by the person who has purchased the order. If any refunds are applicable, payment will be made to purchaser.

• Order number
• Your email used to purchase your order
• Photos of the damaged good(s). Please take photos of: the whole item including all sides, close ups of the damage, external packaging / box, the shipping labels.

In the event of lost / stolen:
• Tracking emails, a copy of police report, any security footage (if available)
• Any other relevant supporting documents/emails

Where a claim for damaged, lost or stolen has been accepted, we will settle by the following way(s):
• Resupply you with a new item (where stock is available); or
• If good(s) are not in stock, offer you a partial or full refund.  Refund will only be processed via the same payment method you used to purchase the order.

We encourage you to lodge your claim with us as soon as possible and we endeavour to investigate all claims efficiently and effectively. Because circumstances vary, it may take some time to reach a resolution, but we will keep you informed regarding the progress of your claim.

Protecting your privacy and the confidentiality of your personal information is very important to NTI Shipping & Delivery Insurance and is fundamental.

When you give your personal information, it is a serious responsibility. E-Living & NTI are committed to protecting your personal information and giving you a choice in who can use your personal information and how it may be used.

Personal order information collected to protect your purchase deliveries will be handled in accordance with NTI Limited’s Privacy Policy, which complies with the requirements of the Privacy Act 1988 (Cth). See here for more https://www.nti.com.au/privacy-statement