FAQ

Delivery is a flat $75 per order, including GST, to the metro areas of Sydney, Melbourne, Brisbane, Adelaide and Perth. At checkout it shows as Metro delivery. Not every product goes to every city, so check the Delivery line on the product page. Full details are on our Delivery & Shipping page.

Sorry, no. We only deliver to metro areas. Checkout can't always tell a regional address from a metro one in the same state, so it may still offer Metro delivery. We check every order's postcode within 1 business day, and if an order comes through for a regional or non-metro address, we'll cancel it and refund you in full within 2 business days. Not sure if you're metro? Email us your suburb and postcode before you order.

No. We don't deliver to the ACT, Tasmania or the Northern Territory, and checkout won't show a delivery option for addresses there.

Some products can't be delivered to all five cities. Most often that means Adelaide or Perth, and a few products go only to Sydney and Brisbane. Each product page has a Delivery line naming the cities that product goes to. If an order includes a product that can't go to your city, we'll cancel that product and refund it in full, or cancel the whole order and refund everything, including delivery, if you prefer.

Most items are dispatched within 3 to 12 business days of your order. Made-to-order items take longer, as shown on the product page. If anything holds up your order, we'll let you know by email.

No. Delivery is to the ground-floor front door or entrance only, with no carry-up, unpacking, assembly or rubbish removal. Please have someone there to receive it. If nobody is there, or the driver can't safely reach the ground-floor entrance (for example, a locked gate or no street access), a futile-delivery fee (the carrier's cost, passed on at cost) may apply.

Made-to-order items are produced after you order, so they take longer to arrive. The product page says when an item is made to order and gives its lead time. Made-to-order items can't be cancelled once production has started. If one hasn't been dispatched within the lead time shown on the product page, you can cancel it with no fee. If one arrives faulty, your rights under the Australian Consumer Law apply as usual.

Usually not. Goods are delivered flat-packed for you to assemble, unless the product page says the item is delivered assembled. Flat-packed items come with assembly instructions and some may need basic tools. We don't offer an assembly or installation service.

Check your order when it arrives. Email hello@neatfurniture.com.au within 5 business days of delivery with your order number and photos, so we can claim with the carrier, and don't assemble or use a damaged item. If you find a problem later, contact us anyway: your rights under the Australian Consumer Law still apply. Once we've confirmed the problem, we'll arrange a repair, replacement or refund under the Australian Consumer Law (for a major failure, you choose a refund or a replacement). See Returns & faulty goods for the full process.

We don't accept returns for change of mind, so please check sizes, colours and specifications before ordering. Faulty, damaged, incorrect or missing goods are still fully covered under the Australian Consumer Law. If we haven't processed your order yet, there's no fee. We process an order when we place it for dispatch, usually within 1 business day of your order, and we'll email you when we do. Once we've processed it, a cancellation fee applies to cover the costs we've already incurred, up to 25% of the price of the cancelled items. We'll tell you the amount before we cancel. Once an order has been dispatched it can't be cancelled. Made-to-order items can't be cancelled once production has started, unless dispatch runs past the lead time shown on the product page. If your order hasn't been dispatched within the time shown on the product page, you can cancel it with no fee. Read our Returns & faulty goods page before you order.

Where a product page states a warranty period, the product comes with the manufacturer's warranty for that period. That's in addition to your rights under the Australian Consumer Law, which can't be excluded. To make a claim, email us your order number, photos and a short description of the problem, and we'll handle the claim with the manufacturer.

Yes. For larger orders, such as furnishing an office, a school or a fitout, email us the products, quantities and delivery suburb, and we'll come back to you with pricing and delivery details.

Yes. All prices are in Australian dollars and include GST, and the $75 delivery charge includes GST too. The GST amount is shown at checkout.

You can pay with any of the payment options shown at checkout. Payments go through Shopify's secure checkout, so we never see or store your card details.