Shipping Information

TEMPORARY LEAD TIME CHANGES — CHRISTMAS & NEW YEARS

We are experiencing higher than usual order volumes and end-of-year manufacturing closures. As a result, our lead times have temporarily increased. We thank you in advance for your patience as we endeavour to deliver your products as fast as possible with the premium care it deserves.


Upholstered Items (Incl. items with seat pads)
6-8 weeks from mid January 2023 (8-10 weeks for the Sundae Range)


Stocked Furniture

Australia
NSW / ACT / VIC / QLD Metro: 1-2 weeks
SA / TAS / NT Metro: 2-3 week
WA: Due to the recent rail network floods, delivery times are delayed and varying to Western Australia.
REGIONAL: Allow for the above + 1 week

International
Up to 2-3 weeks


Stocked Accessories

Australia
NSW / ACT / VIC / QLD Metro: Up to 1 week
SA / TAS / NT Metro: Up to 2 week
WA: Due to the recent rail network floods, delivery times are delayed and varying to Western Australia.
REGIONAL: Allow for the above + 1 week

International
Up to 2-3 weeks


Shipping Within Australia

In-stock items — Tracking details will be emailed shortly after your order confirmation. Some stocked items require up to 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.

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 info@designbythem.com for a freight quote.
We offer free shipping on full priced accessories over $100 to Australian addresses.

Please enter your delivery address correctly to ensure efficient delivery of your order.
For commercial/contract enquiries, please email trade@designbythem.com for project freight options.


Local Pickup
Orders can be picked up by the customer from the DesignByThem Warehouse in Yennora, NSW 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.


International Shipping

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


Authority to leave
To be selected only if the courier can be given authority to leave in case the item cannot be signed for. DesignByThem takes no responsibility for items that are left at the premise if this shipping option is selected. Please advise in the instructions section of the checkout where the courier should leave the item.


Lead times & Pre-order/Backorder Items
Please note that some products are made to order and may incur an additional lead time. Please check the relevant product page for specific lead times. If lead time is not listed, then the product is in stock and will be delivered within the times specified above.


Insurance
DesignByThem insures each purchase during the time it is in transit until it is delivered to you. We require a signature for any goods delivered with the express services, at which point responsibility for your purchased goods passes to you. If you have specified a recipient who is not you for delivery purposes (for example as a gift) then you accept that evidence of a signature by them (or at that delivery address) is evidence of delivery and fulfilment by DesignByThem and transfer of responsibility in the same way.


Returns/Exchanges 

DesignByThem offers returns/exchanges on selected items only, so please choose carefully.
To be eligible for a return, your item must be in saleable condition and in the original packaging with proof of purchase. Refunds/exchanges are processed once the returned items are inspected and accepted back at DesignByThem.

Refunds/exchanges within 30 days
Are valid for purchases of full priced items, excluding sample sale items, custom pieces, lounges and tables.

Customer Paid Returns
The 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.

Free Returns
Are valid for full priced and unused accessories (from Australian delivery addresses only).

If you would like to return an item please email the order number and reason to returns@designbythem.com


Items unable to be returned

Gift cards.
Any item not in its original condition is damaged or missing parts for reasons not due to our error.
Any item that is returned more than 30 days after delivery
Any item without a receipt or proof of purchase.
Sale items cannot be refunded.

 
Refunds 

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days. 


Late or missing refunds

If you haven’t received a refund yet, first check your bank account again. 
Then contact your credit card company, it may take some time before your refund is officially posted.
Next, contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at 
returns@designbythem.com.


Replacements 

We only replace items that are not part of our sample sale if they are defective or damaged. If you need to exchange it for the same item, send us an email at info@designbythem.com and send your item to DesignByThem, W2-12 42 Wattle St, Ultimo NSW 2007.


Faulty Goods

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.



Gifts

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn't marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return. 
  


Shipping Items Back To DesignByThem

To return your product, you should mail your product to DesignByThem, W2-12 42 Wattle St, Ultimo NSW 2007
Free Returns are valid for accessories Australian delivery addresses only. Return of furniture and lighting items or international orders are at the cost of the customer unless the product is damaged and is due to the fault of DesignByThem. To be eligible for a return, your item must be in saleable condition and in the original packaging with proof of purchase. 

You will be responsible for paying for your own shipping costs for the return of furniture/lighting items and international orders. Shipping costs are non-refundable for these items. If you receive a refund, the cost of return shipping will be deducted from your refund. 
Depending on where you live, the time it may take for your exchanged product to reach you may vary.
If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
If you would like to return an item please email the order number and reason to returns@designbythem.com