FAQ


PRODUCTS

Where can I buy DesignByThem products?
Where can I see your products in person?
Are DesignByThem products under warranty?
Can I use a valid gift card in-store?

ONLINE:
DesignByThem products can be purchased right here on our online store. We are based in New South Wales, Australia, however, we are able to ship worldwide.

IN-STORE:
You can see and purchase our products in-store at our Sydney showroom, DesignByThem, 42 Wattle St, Ultimo NSW 2007. Our trading hours are Monday to Friday 9am to 5:30pm (AEST). Weekend appointments can also be made by calling +612 8005 4805 or emailing info@designbythem.com

OVER THE PHONE:
If you have additional questions about any of our furniture, lighting or accessory pieces you can call us on +612 8005 4805 Monday to Friday 9am to 5:30pm (AEST) and make an order over the phone.

VIA EMAIL:
Alternatively, you can always send an email to info@designbythem.com for extra enquiries. For any commercial/contract/trade inquiries, please email trade@designbythem.com. For press inquiries, please email press@designbythem.com

You can visit our Sydney showroom at 42 Wattle St, Ultimo NSW 2007 to see the collection in person and to speak to our friendly consultants. Our showroom trading hours are Monday to Friday 9am to 5:30pm (AEST). Weekend appointments can be made by calling +612 8005 4805 or emailing info@designbythem.com  


Our full priced products are under warranty. Sample sale items are void of warranty. All full priced furniture and lighting have a 5 year warranty based on observance of product maintenance procedures. Excludes fair wear and tear, improper use or vandalism. All full priced accessories have a 3 year warranty based on observance of product maintenance procedures. Excludes fair wear and tear, improper use or vandalism. Read our full Care, Maintenance and Warranty Policy here.  

You sure can!



SHIPPING & DELIVERY

Read our full shipping policy here.

Shipping in Australia
Do you ship internationally?
How much do you charge for shipping?
What do I do if a product arrives damaged?

In-stock items — Tracking details will be emailed shortly after your order confirmation. Some stocked items require 1-3 days for assembly. Tracking details will be emailed once the item(s) has been dispatched.

Pre-order/Backorder items — Tracking details will be emailed to you as soon as your pre-order/backorder is back in stock and dispatched.

Made-to-order items — For made-to-order products, a DesignByThem representative will contact you directly to confirm the lead time and delivery of your order. This representative will be your direct point of contact.

Furniture items — For larger furniture deliveries, a DesignByThem representative will contact you to coordinate a delivery day. Furniture shipments are delivered only on weekdays between 9am and 5pm.

Commercial/Contract Orders — For commercial orders, we are able to help you directly with tailored freight options. Please email trade@designbythem.com

Shipping prices to NSW/VIC/QLD/SA/WA vary depending on your order and is calculated at checkout.
For orders going to NT or TAS please email us at info@designbythem.com for a freight quote.
We offer free shipping on full priced accessories over $100 to Australian addresses, excluding room dividers.

Please enter your delivery address correctly to ensure efficient delivery of your order. Exclusions apply, see full terms and conditions.

Yes, we ship our products worldwide. For international orders, please email your enquiry to info@designbythem.com for a quote and freight options/charges.

Shipping rates vary between locations. Shipping for Australian addresses is calculated at checkout. For international or larger orders, please email your enquiry to info@designbythem.com for a quote and freight charges. For commercial projects, we offer trade pricing that is quoted directly through our commercial sales team. To make a commercial/contract enquiry please email trade@designbythem.com

Faulty goods must be returned to our office at DesignByThem,W2-12 42 Wattle St, Ultimo NSW 2007 within 90 days of purchase with the receipt. We will assess the goods and offer either a repair, refund, store credit or replacement. Items that show excessive wear and tear or misuse may not be eligible for return at the discretion of DesignByThem. We only replace items if they are defective or damaged. If you need to exchange it for the same item, send an email with photos to returns@designbythem.com.



BUY ONLINE

Read full terms and conditions here.
Read our full shipping and refunds policy here.

How do I place an order?
Can I change or cancel my order?
Change of mind
Can I return/exchange in store?
How do I return a product?
Can I pick up my order in-store?

Simply add the items you want to your cart and go through our secure checkout once you have all your DesignByThem goodies. Alternatively, you can also place a phone order by calling +612 8005 4805 Monday to Friday 9am to 5:30pm (AEST).

If you have ordered incorrectly or would like to alter/cancel your order after payment, before dispatch, please call +612 8005 4805 or email info@designbythem.com within 1 hour of placing the order.

DesignByThem offer refunds/exchanges within 30 days of purchase for full priced items excluding sample sale items, custom pieces, lounges and tables. Free Returns are valid for full priced, unused accessories from Australian delivery addresses only, excluding room dividers. Return of furniture or lighting or international shipments is at the cost of the customer unless the product is damaged due to the fault of DesignByThem. To be eligible for a return, your item must be in saleable condition and in the original packaging. Refunds/exchanges are processed once the returned items are inspected and accepted back at DesignByThem. 
If you would like to return an item please email the order number and reason to returns@designbythem.com
Read our full returns policy here.

Yes. Our standard returns policy applies (see the previous question). You can bring the items you wish to return to DesignByThem, W2-12 42 Wattle St, Ultimo NSW 2007 during our opening hours, with your proof of purchase and we will assess the return/exchange.

To return an order that you have received, please email returns@designbythem.com with your order number and reason.  

Yes, you can pick up your online order in-store at DesignByThem, W2-12 42 Wattle St, Ultimo NSW 2007. To do this, simply select the Customer Pick Up delivery option at checkout and you will not be charged a delivery fee.



SPECIFIERS / CONTRACT / TRADE

Do you sell to trade or commercial clients?
How do I apply for a SpecifierPortal account?
Can I get one of your products customised for a project?

Yes, we work closely with architects and interior designers on small and large scale projects alike. If you are a specifier that needs a quote or if you have any trade-related questions (e.g. lead times, materials, costs) please email trade@designbythem.com or call +612 8005 4805.

You can see our past commercial projects here.

The DesignByThem SpecifierPortal is available to architects and interior designers. Designed to make specifying quick and easy, the portal provides instant trade prices, 3D files and quotes. To register, fill in this form and we will get back to you within 24 working hours.

We’d love to work with you in finding suitable solutions that meet your project needs. Our in-house design and production teams, with their expert knowledge and manufacturing links, can assist you to create new or customised versions our products. For all custom inquiries, please email trade@designbythem.com or call +612 8005 4805.

Please note, minimums and/or set up charges may apply to custom projects.