Frequently Asked Questions

Can Rattan Furniture be used outdoors?

Unless otherwise stated, our Rattan/ Wicker/ Cane/ Timber Furniture is not suitable for use in outdoor, directly exposed or commercial areas. If using our Rattan/Wicker/Cane / Timber furniture in this situation, you do so at your own risk. If you need furniture to be manufactured to comply with a “fit for purpose statement” please contact us directly prior to checking out.

Do your products come assembled ?

Most of our items come assembled, however some of our timber tables and desks may require easy assembly. We are happy to assemble all products prior to delivery for you, however this may increase your delivery costs due to the added size of the item.

When can I expect my order ?

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

What happens if I need to cancel my order ?

For items that are in stock and ready to ship, we regret that cancellation or changes to your order may not be possible unless we receive your request via email within 12 hours of placing your order.  Any order cancelled after this time will attract a minimum processing fee of 20% of the full purchase price. This fee will be deducted from the refund of any money you have already paid and reflects our reasonable costs.  We are unable to cancel & refund any order that has been collected by our carriers and is in transit. 

For made-to-order items that have a lead time or are on back order, as we process your orders immediately with our manufacturer to ensure a quick turnaround of your purchase, we regret that cancellation or changes to your order may not be possible unless we receive your request via email within 48 hours of placing your order. If you need to cancel your order after this time, your deposit is non refundable and will be held to cover our reasonable costs. If you have paid for the item in full, a 20% processing fee from the full purchase price will not be refunded and will be held to cover our reasonable costs.

Please choose carefully as we cannot refund or exchange goods for change of mind or errors you made in your order.

There is no refund, exchange or returns on any sale items. Please read all descriptions carefully prior to purchasing sale items.

I need my items for a very specific date - Can this be organised ?

If you need your items by a particular date, this must be discussed in writing prior to checkout and confirmed with a salesperson that we can meet that expected date.
Quoted lead times and delivery times are all estimated and we will do our best to work between them, however unforeseeable delays may arise that are out of our control. We work with many different freight carriers who also work within their own schedules for pick ups & deliveries.

It is your responsibility to check stock levels prior to purchasing if you are unable to wait for a product to come back in stock. All our items state the re-order lead time if out of stock.

We can not cancel or refund you if you have placed an order for an out of stock item and no longer wish to wait the lead time stated on the listing.

Can I send a courier to collect my items ?

The two easiest ways to get your goods from us is to have our partner courier service deliver to your door, or to visit one of our stores yourself to pick up your goods.

If you wish to send your own organised courier to our warehouse or showrooms to collect you items, this needs to be discussed with a salesperson prior to pick up. Please note, any damages or loss to your items when using your own nominated courier is your responsibly.

Can I pick up my order ?

Your items can be collected from any of our showrooms at no charge.  Please note we require between 3-10 working days to transfer items from our warehouse if they are not located at the showroom to begin with. If you require your items to be at a showroom by a particular day, this must be organised prior to checking out as we may not be able to accommodate your request without notice.

Please note that not all items on this website are available at our showrooms for you to take home immediately. 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. If your item is a ‘Sale’ item or is purchased from a showroom it will be unwrapped. Our showrooms are not equipped to wrap items for transport, so make sure you bring some blankets or towels to use when packing your items.

The warehouse can re-wrap items if we are provided with adequate notice, please enquire for a quote on this service.

Do you ship internationally ?

At the moment, due to high freight prices and limited carriers availble to us, we are not able to ship our items internationally. Please see our Shipping page for more information regarding freight & delivery.

Do you offer a trade discount ?

At Naturally Cane, we love working with designers and seeing our designs come to life through your projects.
We are happy to offer a trade discount to practicing Interior Decorators, Interior Stylists, Architects and Designers with a strong online presence or with a strong portfolio of work.
Please provide your ABN, business address and contact details for registration.

Unfortunately we are not able to process trade orders over the phone or in store. All trade pricing and ordering can only be done via email to [email protected]

What is your delivery policy ?

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 Fastways, Toll and 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.

How much is Delivery ?

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 at any time you would like to discuss alternative delivery options please contact us prior to checkout (02) 4957 2908 or email [email protected]

Do you take deposits on orders ?

We sure can! Some of our items may 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.

How do I leave a deposit on my order ?

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 in stock and ready to ship.

When do I pay the balance on my order ?

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.

Can I Layby an item ?

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 – 14 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.

What do I do if I am not ready to take delivery of my order ?

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.

Can I make changes to a design I saw online ?

A selection of designs have the option of changing sizes and colours however costs vary for custom orders and no further changes can be made after your order has been processed.
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. Please contact us via phone or email to discuss.
 

Didn't find your questions answered here ?

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!