Frequently Asked Questions

Can I pick up my order?

Your items can be collected from our Newcastle warehouse at no charge. Items can be transferred to one of our showrooms for pickup, also at no charge.

Please note that all items on this web site are not available at our showrooms for you to take home. If you would like to have your order transferred to a showroom for pickup, this will need to be arranged when you make your purchase in-store or online through our store pick up option at checkout.

The delivery location and order size will affect the time required to get your items to you. Provided your items are in stock, delivery lead times are as follows:

  • NSW, VIC, QLD and ACT metro areas: between 10 and 15 business days.
  • Perth and Adelaide & Rural areas: please contact us to discuss and obtain a delivery quote.

For special requirements, please contact our team on (02) 4957 2908

If you’re in no rush for the delivery of your items and are happy to wait a few extra weeks, even if the order is in stock – contact us and we will be able to offer a cheaper delivery service. This service will be carried out by our own truck when it’s next in your area. To qualify for this offer you need to work with us on the day and time of delivery so we can optimise our schedule. If you’re not able to be home we need a safe area to leave your items. We offer this service to all areas in Sydney, Brisbane and locations not more than 1 hour drive off the Pacific Highway. If your items are being delivered to the Sunshine Coast please contact us as we are extending this service due to popular demand.

We offer a flat rate delivery service to most areas in Australia, as you can appreciate our country is large so we’re unable to offer this rate to all areas. If you are asked to contact us when you add your delivery location at checkout, we need to quote you first. We will do all we can to offer you the quickest and the most cost effective delivery option.

If you’d like at any time to discuss alternate delivery options please contact us prior to checkout (02) 4957 2908 or email sales@naturallycane.com

Deliveries of large furniture & fragile items require a special degree of handling and care. To ensure this, we use professional furniture removalists who call to confirm a time for delivery and take extra care throughout the entire process. This service does not include unpacking or rubbish removal. We need to know if the delivery location is hard to access as the sizes of removalist trucks can vary from a small pantech to semi trailers and details like very steep driveway, dirt driveway, low tree branches provide the driver with advance notice on what to be aware of.

For small items and bedheads we regularly use TNT couriers as they provide a quick and reliable delivery service. If your items are being sent by courier, we can provide a tracking number as they do not call ahead to advise on a delivery day or time. Items can be left in a safe place if you are not home but we need your confirmation before the delivery is sent. We will call you to confirm the arrangements.

Yes, the only thing you will need to do is unwrap and relax! If you have arranged prior to delivery we will be able un wrap and remove all packaging to make your experience that much easier.

Yes, most of our items require a lead time so we have an option to complete you order by leaving just a 30% deposit and then pay the remaining balance when your items are ready to be delivered. Full payment is required before your items are able to leave our warehouse.

 

You can use this service on more than one item and alongside sale or stocked items that may not include the “Pay Deposit” box.

Not all of our items include the Pay Deposit option, usually because the item is under $100 or is in stock and ready to ship, so a lead time is not necessary.
If you have ‘checked out’ using the “Pay Deposit” option, we will contact you close to the arrival of your order to finalise any outstanding payments.
This is usually done via a phone call or email and you can let us know if you would prefer to pay via credit card or by bank transfer.
All items are required to be paid in full before they are able to be delivered or collected from our showrooms.
Instead of using a traditional layby service, we provide the option of leaving a 30% upfront deposit and finalising the balance before delivery, as seen above.
The lead time for your order could be between 8 – 12 weeks depending on the items so this provides you with time to budget for the final balance.
If you would like to make payments to your final balance over the course of your orders lead time, you can do this during business hours over the phone.
There is no service charge unlike a traditional layby.
Moving house? Renovating? Going on an extended vacation?
We know that sometimes life gets in the way of our plans and you may not be able to take delivery of your order when it is ready.
We are flexible with delivery schedules, even if your order is in stock and ready to be delivered.
If you need us to hold you order in the warehouse, please phone us as soon as you know that the deck won’t be finished or you plan to stay in the Whitsundays for a few extra weeks to discuss the options available.
All of the items seen online & in store are manufactured & designed by us!
If you require a piece to be made to a certain size, finished in a custom colour or upholstered in a particular fabric, this can usually be completed with ease.
We have a large range of fabric and frame colour options in our showrooms but if you are unable to visit us, we have a team of trained designers ready to answer your questions via phone or email. They will help you with everything from the comfort and differences between each design, the quality of fabrics and what cane material would be best suited for your area and intended use.
*Costs vary for custom orders and no further changes can be made after your order has been processed.
We are continually ordering more new & exisiting designs for stock, however sometimes they are a few weeks or months off from arriving into our warehouse in Australia.
We mark these items which are currently out of stock as Pre-Order Available, so you know stock has been ordered and is on the way.
Now, if you want to wait till the item is physically in our warehouse before purchasing, this is fine, however we can’t guarantee that there will be any stock left after we allocate the Pre-Order sales.
This is the surest way to make sure you get your hands on some of our most popular designs.
You can always shoot us a quick email to check how long left till a particular item arrives and we aim to be back in contact with you within 48 hours with an ETA.
Because we know how hard designers work trying to find that perfect piece, we are happy to offer our varied trade discount on all our items. This is only available to current ABN holders in the industry of Interior Design/Decoration, Residential & Commercial Styling, Architecture, Wedding & Event styling and Hospitality Areas. Please send us an email containing your best contact number, business name and ABN so we can register you for our discounts.
We currently offer a selection of our range for Wholesale to Brick & Mortar showrooms only. If you have found something that would work in your retail store, please also email us with your ABN and contact details so we can discuss further.
If you still had unanswered queries, you can reach us via email or phone during business hours. You can find our contact details via the “Contact Us” page and one of our Salespeople will help you with any remaining questions!