FAQ

GENERAL QUESTIONS
How can I choose the right furniture for my home?

Choosing the right furniture for your home can be overwhelming, but there are a few things you can consider. Start by measuring your space and creating a floor plan to determine what size and type of furniture will fit. Next, think about your style preferences and the colour scheme of your room. Finally, consider your budget and look for furniture that fits within your price range.

How can I ensure that the furniture I purchase online fits in my home?

Before making a purchase, make sure to carefully measure the space where you plan to place the furniture. Check the product description for dimensions and compare them to your measurements to ensure that the furniture will fit. You can also use online room planning tools or contact customer support for assistance.

What are the benefits of buying furniture online?

Buying furniture online has several benefits. First, it's convenient and allows you to shop from the comfort of your home. You can also easily compare prices and styles from multiple stores. Additionally, many online furniture stores offer free shipping and easy returns, making it a low-risk way to try out new furniture.

Are online furniture stores reliable?

Yes, many online furniture stores are reliable. However, it's essential to research the store before making a purchase to ensure that they have a good reputation and positive customer reviews. Look for stores that have been in business for a while, offer secure payment options, and have clear return policies.

ORDER STATUS QUESTIONS
How do I make changes to an order I’ve already placed?

    You might need to contact us through email at info@upinteriors.com.au or call on +61 479 135 247 and request a change. 

    Where are you located?

    We are located in Australia. Our office address is 24 Strada Crescent, Wheelers Hill, VIC-3150. 

    How do I contact you?

      You can contact us through email at info@upinteriors.com.au or call us on +61 479 135 247.

      How can I make sure I order the right size? 

      We advise you to carefully read the dimensions specified in the description of each product and compare them with the free space you have at home that you want to fill with our furniture.

      What is the status of my order?

        Your status order could vary according to the process. Your purchase could be at any of this status: ready to be processed, ready to dispatch, dispatched, in transit and delivered.


        Can I exchange an item?

        The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

        Do you have physical stores?

        No, We don't have any physical stores.

          Is there a warranty?
            Yes, Every product we sell has a warranty of one year. Find more information in our section of Terms & conditions.

             

            SHIPPING STATUS

            When will my order be shipped?

            Orders will be shipped within 2 business days of placement. With most orders shipping within 24 hours out of our facility. Tracking emails will automatically be sent out once it is shipped 

            How can I track my order?

            You can follow the next steps:

            1. Go to the Track My Order page
            2. Enter your order or receipt number
            3. Enter your email address used at the time of purchase

            Do you ship internationally?

            No, We only ship in Australia.

            Will I get a tracking number?

            Yes, you'll receive an email saying that your package has been shipped within 2-5 days including a tracking number. If you haven’t received a shipping confirmation within 3 days, message us as soon as you can. Also, you can log in to your account when you made a purchase and you will be able to check the tracking number once the product has been dispatched.

            Where do you ship from?

            We will ship from Melbourne, Australia. 

            What are the shipping options?

            We have different shipping options to make your experience easier. We offer shipping and pick-up. You can choose between the two of them. Read more about shipping.

            What do I do if I never received my order?

            If you do not receive the order in between 10-20 business days please contact us as soon as you can by email at the following info@upinteriors.com.au including your details and order number.

            When will I receive my order?

            You will receive the item between 3-8 business days from the dispatched date.

            How are shipping rates calculated?

            All delivery charges are based on size, weight, and delivery location and are calculated on the product, cart and checkout pages.

             

            PAYMENT QUESTIONS

            Are my payment details/data secure?

            We take reasonable steps to protect your personal information from misuse, interference and loss, as well as unauthorized access, modification or disclosure and we use a number of physical, administrative, personnel and technical measures to protect your personal information.

            What payment methods do you accept?

            You can pay for your order using any of the methods specified and made available on the Site (each a “Payment Processing Service”). A surcharge may apply to payments made by credit card depending on the credit card used. We have many payment options available. You can pay using Visa, MasterCard, American Express or PayPal.

            When is my credit card charged?

            Your credit card will be charged as soon as you make the purchase.

            RETURN QUESTIONS

            What is your return policy?

            If an item isn’t right for you, return it in its original condition and packaging for a refund by submitting our return form within 30 days of receiving the delivery. The 30-day return period will commence from the date you receive the goods you have purchased. We will arrange the return delivery and you will receive a refund, less any re-shipping fees (see What you need to know before you start a return for more details). Read more return policy.

            What happens if my product is damaged or missing a part?

            Warranty applies to items that are damaged on arrival or appear not to be functioning on initial usage. If this is the case, please send images or videos of any damages or faults upon arrival.

            If there appears to be a part missing, make sure you checked the packaging thoroughly as small components may become loose during shipping. After a thorough check, if you fail to find the missing part, kindly contact us immediately so that we can offer our assistance.

            Damages that occur as a result of misuse of the product by the customer or during delivery will not be covered by warranty. In addition, the warranty does not cover normal wear and tear or damage to external product packaging only.

            We reserve the right to refuse any claims made after our warranty timeframe and additional charges (postage and handling fee) may apply. Please do not return any faulty item to us without our approval.

            As always, please refer to the individual product listing to know about the warranty.

            What do I do if my order is defective or broken?

            Upon receipt, please inspect your purchase and notify us of any missing parts, faults, damage or incorrect items immediately. These must be reported within 30 days of the delivery. Faulty claims outside the 30-day reporting period will be assessed under warranty.

            What should I do if the furniture I receive is damaged or defective?

            If the furniture you receive is damaged or defective, contact the store's customer service immediately. They should be able to help you return or exchange the item and may offer a refund or replacement depending on the situation. Be sure to document any damages with photos and keep all packaging materials until the issue is resolved.

            Are returns free?

            No, You are liable for the Delivery Costs of both delivery and retrieval of any returned Product including for a Product that was purchased with Free Shipping.

            Where you are returning Products to us because of our failure to comply with a Consumer Guarantee or Warranty, we will cover the Delivery Costs of retrieving the returned Products.

            The Delivery Cost including retrieving the returned Product will be deducted from the refund amount.

            How do I complete an Online Returns Request form?

            You must inform us at the following email requesting a return and we will proceed with the next step to provide you a good experience.

            How do I return something?

            Please follow the next steps to return a product.

            1. Request a return by the following email including your details and order number.
            2. A member of our team will get in touch with you within 2 business days to advise further steps.
            3. Repack your item in its original packaging & send it back to our facility once your return is approved. 
            4. Once we’ve received your item, we’ll check that it’s in its original condition and packaging. If this is the case, you’ll receive a refund less any shipping fees & restocking fee of 10% of the item price.
            5. A refund for RTS will be provided after the item is received at our/supplier warehouse facility.

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