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 ?
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.
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 ?
When do I pay the balance on my order ?
Can I Layby an item ?
What do I do if I am not ready to take delivery of my order ?
Can I make changes to a design I saw online ?
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!