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?
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.
You can make a showroom appointment to see and order products in-store at our Sydney showroom, DesignByThem, 16 Stokes Ave, Alexandria, NSW 2015, Australia. Our trading hours are Monday to Friday 9am to 5:30pm (AEST).
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.
Alternatively, you can always send an email to firstname.lastname@example.org for extra enquiries. For any commercial/contract/trade inquiries, please email email@example.com. For press inquiries, please email firstname.lastname@example.org
You can make a showroom appointment to visit our Sydney showroom at 16 Stokes Ave, Alexandria, NSW 2015 to see the collection in person and to speak to our friendly consultants. Our trading hours are Monday to Friday 9am to 5:30pm (AEST).
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
Can I pick up my order?
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 7 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 email@example.com
Shipping prices to NSW/VIC/QLD/SA/WA vary depending on your order and is calculated at checkout.
Online orders are shipped to site only with no unpacking, placement or rubbish removal.
For orders going to NT or TAS please email us at firstname.lastname@example.org 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.
Orders can be picked up by the customer from the DesignByThem Warehouse in Yennora, NSW Australia only. This option can be selected at checkout. The customer will then receive a separate email or SMS with further instructions on how to collect the order once ready. Please do not go to the collection point until a time slot is booked with our warehouse. The customer is responsible for arranging an appropriate vehicle to collect the items. Once the items are loaded and collected at the pickup point, DesignByThem is no longer responsible for any transit issues. Any production lead times still apply.
Yes, we ship our products worldwide. For international orders, please email your enquiry to email@example.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 firstname.lastname@example.org 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 email@example.com
Faulty goods must be returned to our office at DesignByThem, 16 Stokes Ave, Alexandria, NSW 2015, Australia 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 firstname.lastname@example.org.
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?
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 email@example.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. Shipping costs are non-refundable. 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 firstname.lastname@example.org
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, 16 Stokes Ave, Alexandria, NSW 2015, Australia 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 email@example.com with your order number and reason.
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 firstname.lastname@example.org 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 email@example.com or call +612 8005 4805.
Please note, minimums and/or set up charges may apply to custom projects.