FAQ


PRODUCT

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. (www.designbythem.com).

IN-STORE:
You can see and purchase our products in-store at our Sydney showroom, 109 Shepherd St Chippendale NSW 2008. Our trading hours are Monday to Thursday 9am and 6pm, 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 Thursday 9am and 6pm, 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/specifier/trade inquiries, please email trade@designbythem.com. For press inquiries, please email press@designbythem.com

You can visit our Sydney showroom at 109 Shepherd St, Chippendale 2008 to see the collection in person and to speak to our friendly consultants. Our showroom trading hours are Monday to Thursday 9am and 6pm, 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 not covered under 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!


BUY ONLINE

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

How do I place an order?
What payment methods do you accept?
Can I change or cancel my order?
If I’m not happy with an item I’ve bought, can I return/exchange it?
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 Thursday 9am and 6pm, Friday 9am to 5:30pm (AEST).

We accept PayPal, Visa, Mastercard and American Express through our secure checkout.  

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.

We do accept refunds and exchanges on full priced orders provided that there is proof of purchase, the item has not been used, is in its original packaging and in saleable condition within 30 days of purchase. The refund amount will be returned to the original payment method, excluding the amount paid for shipping. In the case that a refund cannot be authorised, we can issue a gift certificate for the return amount to be used online or in-store. Free Returns are valid for full priced accessories from Australian delivery addresses only. Return of furniture, lighting items and international orders are at the cost of the customer unless the product is damaged and is due to the fault of DesignByThem. 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 109 Shepherd St, Chippendale NSW 2008 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 109 Shepherd St, Chippendale NSW 2008. To do this, simply select the Customer Pick Up delivery option at checkout and you will not be charged a delivery fee.


DELIVERY

Read our full shipping policy here.

Do you ship internationally?
How much do you charge for shipping?
How long will my order take to get to me?
What do I do if a product arrives damaged?

Yes, we ship our products worldwide.

Shipping rates vary between locations. For shipping estimates, use the shipping calculator at the bottom of the cart page here after you have placed the desired items in your cart. 

There are a variety of shipping options to choose from when checking out that may affect shipping times.

AUSTRALIAN ORDERS
Standard - Please allow 3 to 7 days including shipping and handling (deliveries to WA, TAS and NT may take an extra 3 days)
Express - Please allow 1 to 3 days including shipping and handling (deliveries to WA, TAS and NT may take an extra 3 days)
Authority to leave - Please allow 1 to 3 days including shipping and handling. (deliveries to WA, TAS and NT may take an extra 3 days)

INTERNATIONAL ORDERS
Please allow 5-10 days including shipping and handling.

FURNITURE ORDERS & LEAD TIMES
Most of our accessories are in-stock and ready to ship. However, some of our products, particularly furniture and lighting items, are made to order with different lead times. The lead time and stock status are specified on the product page. Our lead times take into account manufacturing time and delivery to your door, commencing immediately upon order payment. 

Delivery of furniture items is to door only. If you require placement and rubbish removal please email info@designbythem.com with your order number and delivery details. Please be aware that special delivery services may incur an additional fee.

Faulty goods must be returned to our office at 109 Shepherd Street, Chippendale NSW 2008 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.


SPECIFIERS/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 have and do 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. You can also save items to reference later. Additionally, specifiers get up to 25% off our online store for personal purchases. 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.