FAQ
Ordering:
Why are there no options for payment at checkout?
We do not take any payment upon placement of an order because it is difficult to calculate delivery costs for pieces that are made to order.
Is placing an order final?
Placing an order is not final as you are entitled to decline the quote provided to you for delivery.
When is shipping calculated?
Delivery costs will be calculated after your order has been placed and a quote will be sent to you via the email address provided at the checkout.
How and when is payment made?
Once you have accepted the quote for delivery via email, we will invoice you for a deposit of 50% of the order total excluding delivery. You will then be invoiced for the remaining 50% plus the cost of delivery upon completion of manufacture. If you decline the quote for delivery, your order will be cancelled.
Can I cancel my order?
You may request to have your order cancelled at any time.
Is my deposit refundable?
Your deposit is only refundable if manufacture of your order has not commenced. There will likely be a small window for cancellation with a full refund due to our lead times.
Do you accept returns?
We do not accept returns, however, if you receive a piece that is damaged, we will endeavour to either repair or replace it.
Shipping:
Do you ship Australia wide?
Yes, StarTrack will deliver all of our seating pieces anywhere in Australia and we will try our best to find means of getting our larger pieces to even the most remote customers.
Do you offer local delivery?
Yes, we deliver orders ourselves within the greater Hobart region free of charge.
Do you ship overseas?
No, we are currently only servicing Australian customers.
Who do you use for shipping?
We use StarTrack for shipping of all of our seating pieces and a variety of furniture transporters for our larger pieces. We deliver all of our work ourselves in the greater Hobart area free of charge.
The Steady Process:
Where are your pieces made?
All of our pieces are made by hand in our studio in North Hobart, Tasmania.
Can I visit the studio?
You're very welcome to come through the studio. Get in touch to arrange a time to visit.
Why are there lead times on all orders?
All of our pieces are made to order, hence the lead times.
Can I request custom materials and dimensions?
Yes! Please get in touch to see what we can do and to request a quote.
Are you available to make completely custom works?
Absolutely. Please get in touch to see how we can work together to realise your vision. See our 'custom works' section to view some of our previous projects.
Do you carry any stock on hand?
We rarely carry any inventory as all of our pieces are made to order.
Do you offer trade pricing to industry clients?
Yes. Please get in touch to request a quote.
Want to get in touch?
There are no stupid questions.