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Premium Collections - Everyday Prices
Premium Collections - Everyday Prices

FAQs

SHIPPING AND DELIVERY

How long does delivery take?

Delivery time varies depending on the product, supplier, partner warehouse, and location. Once your order has left the warehouse, you will receive a shipping notification email. The delivery takes place within 5-7 business days for items weighing up to 30 kg and below and 10-14 business days for products weighing above 30 kg. 

What is a standard delivery service?

All standard delivery services are strict on the ground floor. Additional services such as lifting the items to your floor, packaging removal, and assembly require additional fees. Kindly contact support for your delivery needs.

Can I pick up my order?

Personal or non-commercial collection from our supplier’s warehouse is allowed for the following brands. 

Cafe Lighting and Living - 1048 Canley Vale Road Wetherill Park NSW 2164
Florabelle Living - 4 /415 Pembroke Road, Minto NSW 2566
Form Lighting - 409B George St Waterloo NSW 2017

Can I arrange my courier?

Only couriers arranged by Prime Furniture are allowed to collect the items from our supplier’s warehouse. 

Can I request a delivery date and time?

Due to uncertain situations outside our control, we cannot accept specific dates of delivery and time. 

How do I track my delivery?

For products under 40 kgs, we will provide tracking information as it is arranged, and dispatched from the warehouse. A notification email will be sent to you containing delivery details. 

For bulky and fragile items, we send an email with the courier’s name, contact number, and reference. These couriers do not have a tracking link. They will call you to arrange a delivery date to your house. 

STOCK LEVELS

Stock Availability

For brands like Cafe Lighting and Living, Calibre, HG Living, Oriel Lighting, Forn Lighting, Special Lights, and Nova Solo, the stock levels are updated every morning. At times when there is only one left for a product, it is advisable to contact our support team before placing the order. 

For Hudson Furniture, Florabelle, and Level, you may contact the support team for availability before purchasing the order. 

Parveztaj products are always available as they are made-to-order items that cannot be canceled once placed. 

If you have placed an order and realized the product is out of stock, we will contact you immediately with the information about the expected time of arrival at the warehouse. You have a choice of placing it on backorder or choosing a full refund. 

ORDERS

Lead times (the amount of time used from placing the order to dispatching from the warehouse)

Cafe Lighting and Living 5-7 business days
Calibre 5-7 business days
Florabelle 5-7 business days
Form Lighting 5-7 business days
HG Living 2-3 weeks
Hudson Furniture 5-7 business days
Level 2-3 weeks
Nova Solo 2-3 weeks

Hudson Furniture customized products have a lead time of 12-14 weeks 

Can I hold the order from shipping?

You may hold the order from shipping. If the item is in stock and ready to ship but you want it to be delivered months after the order, you may request this for brands Cafe Lighting and Living and Calibre only. Also,  you need to pay storage fees. Cafe Lighting and Living Storage Fee is $75 per week while Calibre is $60 after the first month. 

What is ETA?

ETA is the abbreviation for ESTIMATED/EXPECTED TIME OF ARRIVAL. Note that this is only estimated and is subject to change. 

Why does ETA’s keep changing?

There are multiple reasons for the changes in the dates: (1) manufacturing postponement due to lack of materials and workforce shortage (2) international freight problems due to congested ports, delayed loading and unloading of the containers to and from the ship, or changed routes of ships. 

REFUND

A refund can only be sent to the original payment method. If you no longer have access to that payment method, then you need to contact the bank or agency for the original payment method to claim the funds after the refund is sent.

We process the refund within 7 days after it has been forwarded to the accounting department. However, a refund takes up to 10 business days to be credited back to your account.

DAMAGES

If ever the packaging is damaged and you suspect the item has been damaged inside, please do not accept the delivery.

If ever the item is damaged, kindly report to us the damage of receipt goods within five (5) days after you have received it. Please include digital photographs and videos that clearly highlight the damage to your goods (external packaging with shipping label visible, internal packaging, and the item). 

Make sure to keep the shipping labels and the packaging intact. 

Without these photographic shreds of evidence, claims might take a longer time to process

Solutions for damages are either a replacement or 30% cashback for minor faults of the product. Refund for major damages is accommodated if the customer does not want a replacement or compensation

RETURN

How long does the customer have to return the item?

We accept return within 30 days after receiving the item.

In what condition can items be returned?

Prime Furniture allows changed-of-mind returns if the following conditions are met: (1) original packaging is well-kept; (2) products and accessories are not assembled; (3) in good condition perfect for reselling.

Will a refund be issued, and if so, how much and what type (e.g. store credit or refund)?

A partial refund will be issued because the return shipping and a possible 20% restocking fee for selected suppliers may apply.

Who will pay for shipping?

Return shipping will be paid by the customer, which will be deducted from the amount to be refunded. 

Refunds will be accommodated after the warehouse team confirms and inspects the arrival of the returned item.

If you have any questions, please do not hesitate to contact us thru support@primefurniture.com.au.

Enjoy shopping!