Shipping & Delivery

How long does Delivery take?

We offer a 1-2 day dispatch from our warehouse on all stocked items in Sydney, Melbourne, Brisbane, and Adelaide Metropolitan areas. For products ‘on order’ please allow between 1-3 weeks for your item to be dispatched from our warehouse. However, please allow extra time as delivery times may be extended for reasons beyond our control. If you’ve purchased a custom sofa, sofa bed or lounge furniture, these items take up to 16-20 weeks to be dispatched from our warehouse.

How much is delivery?

Our delivery charges are dependent on the size, weight and delivery location of the item you choose and are calculated at order checkout when entering your postcode.

Can I collect my order from your warehouse?

You are most welcome to collect your order from one of our warehouses. We have 3 warehouses; Sydney Warehouse (28 Lyn Parade, Prestons, 2170), Melbourne Warehouse (4 Water Road, Preston, VIC 3072), and Brisbane Warehouse (B3/33 Queensport Road, Murarrie  4172). Collections from our warehouses are by prior arrangement only. We just ask that you give us 24 hours’ notice so we can have your item ready for you. If you would like to collect, just select "Free Pick Up" in the delivery field at checkout. Find our more about our contact info and warehouse opening hours here

Do I need to be at home to accept delivery?

We recommend that you are at home to accept delivery. However, it is possible for us to leave your order at your door.

How will I know when my delivery will arrive?

If you are based in Sydney, Melbourne, Brisbane or Adelaide metro areas our delivery team will be in touch a few days prior to delivery to arrange a suitable delivery date. We will also send you a text message the day before delivery to confirm your allocated 3-hour delivery timeslot.

If you are based outside of our Metro delivery areas, your order will be delivered by one of our partner couriers. Information about your dispatch will be emailed to you when your order leaves our warehouse, and our courier will contact you by phone prior to delivery. In most cases, a tracking number will be provided.

Will your delivery company bring the items inside my house?

We will do our best to deliver your chosen item into the room of your choice, however, we are unable to accept any liability for damage that occurs during delivery. Deliveries by our partner couriers are to the ground floor front door of your house only.

Can I arrange my own delivery?

You are more than welcome to arrange collection by your own courier from our Sydney, Melbourne or Brisbane warehouse depending on the stock location of the product you ordered. 

Where do you deliver?

We deliver anywhere in Australia – from Sydney to Perth, Adelaide to Darwin, and everywhere in between.

When do you deliver?

We will always try to deliver at a time to best suit our customers. We know you are busy during the week, so we are happy to on Saturdays as well as during the week. Once your order is confirmed, we’ll give you a call to arrange the best time for your delivery.

For deliveries outside of Sydney, Melbourne, Brisbane and Adelaide, we will only be able to deliver during working hours, Monday-Friday.

Can I specify a delivery date?

Yes, you sure can. If you live in the Sydney, Melbourne, Brisbane and Adelaide metro areas, you can book for a specific date that suits you. Please visit our deliveries page for further information.

My order has been delayed, what does this mean?

In the event of an unforeseen delay, our Customer Service team will get in touch via phone or email to keep you in the loop - and confirm your new delivery date. Please contact our Customer Service if the new date doesn't suit, and we'll organise an alternative. 

If I order several items, will they be delivered at the same time?

Whenever possible, we'll group your items together for delivery ASAP. However, if there's a significant lead time between your items, you can choose to split your delivery. Please contact our Customer Service team to request this. Please note that depending on the circumstances, a split delivery may incur two delivery charges. 

Can I provide additional shipping/delivery notes?

Of course. If ordering online, just add your notes in the 'Comments' section at the Checkout. Alternatively, if you're purchasing in-store or over the phone, just let your Sales Consultant know.

I need to reschedule my delivery date, how do I do this?

If your confirmed delivery date no longer suits you, just contact our Customer Service team by submitting a request or your showroom Sales Consultant to let us know, and we'll arrange an alternative delivery date. Please note changes need to be made at least two (2) days before your original delivery date.

My product is arriving soon and I'm not ready to take delivery, what can I do?

When ordering, metro Melbourne, Sydney, Brisbane, and Adelaide-based customers have the option to choose a delayed delivery date during the Checkout process.

However, if you've already scheduled your delivery and you'd like to delay it and have us hold your product/s for you, please contact Customer Service by sending us an enquiry to reschedule your delivery for a later date.

Refunds, Returns & Spare Parts

What if I want to change my order?

You can cancel your order by filling in our Cancellation Request form. You can change your ‘standard’ product order up to 72 hours after placing the order. Orders cancelled or changed after dispatch may incur additional delivery/restocking charges. If you have ordered a custom sofa, please note it is a unique and special item and your automatic right to return lapses. At our discretion, we may accept the return, with a restocking fee. Please see our Terms and Conditions for full details.

How do I return my order? 

You can return your order within 21 days of the date of delivery by filling in our Returns Form. To be eligible to return your item, it must be in its original state, unused/unassembled and in its original packaging.

How soon will I need to return my order? 

Once the Returns Form has been submitted we will be in touch to arrange a pick-up or you can advise us if you would like to return the item to your local warehouse.

Who is responsible for arranging the return?

It will be your responsibility to arrange the return of any order and re-package it in the original packaging to the best of your ability.

When can I expect my refund to be processed?

We will process all refunds for returned items as soon as we have received the return at our warehouse and your order has been closed. This will be within 10 days. 

If you change or cancel an existing order, your refund will be processed once we have delivered all remaining items on your order to you and then closed your order.

How will I be refunded?

We will call you prior to processing your refund to note your preferred refund transaction method.

What if my order arrives damaged?

If in the unlikely event your order arrives damaged, please let us know within 48 hours of receiving your items. Please fill in our Returns form, along with photos of the damaged product, your name and order details, and whether you would prefer a refund or exchange and we will get onto it as soon as possible.

What happens if my item is missing parts when it arrives?

We strive to deliver the best quality product and experience - if this hasn't worked out in your case, please contact us as soon as possible and we will do our best to resolve any issues as quickly as we can. Please fill in our Spare Parts form with as much detail as possible outlining which part you require.

I no longer wish to proceed with my order, how can I get a refund?

We're sorry to hear you don't wish to proceed with your order, but we're here to help. To cancel your order, please fill in our Cancellation Request form as our showrooms are unable to refund orders. To check you're eligible for a refund, please refer to our Refund and Returns page.

Privacy & Security

Is it safe to buy online from Lounge Lovers?

Our customer security is something we take very seriously and we promise that we will never, ever sell your private information to anyone else. All personal data is securely processed and encrypted on our server using 128-bit SSL. Please see our Privacy Policy if you have any concerns.

Will you store my credit card details?

No, we will never keep a record of your card details.

I no longer wish to receive promotional emails how do I stop these?

If you'd like to have your details removed from our mailing list (we'll miss you!), please contact our Customer Service team by sending us an enquiry or Live Chat and we'll be happy to help.

 

 

Products & Stock

I noticed some of your product pages state ‘on order’. What does that mean?

Certain custom products are marked as ‘On Order’ on our product pages. This means that the item is a custom order and will take up to 24 weeks to arrive. Please speak to our friendly sales staff for a more specific lead time on your item.

The item I want is out of stock. What can you do?

As much as we would love to, it’s not always possible for us to keep all products in stock at all times, and certain highly popular products can often sell out quite fast. If the item you are after is not in stock or marked ‘on order’, it means we have a standing order with our supplier to replenish the stock and it’s likely that product is already on its way to us. Placing an order ensures your chosen product will be reserved for you.

Do your products come fully assembled?

Most of our products come fully assembled or require only minor assembly, such as leg assembly. Where more than basic assembly is required, a comprehensive assembly guide and tools will be provided when we deliver your order. This will also be clearly detailed on our product pages.

With a few exceptions, all of our sofas, armchairs and sofa beds require minor assembly (legs) and our dining and lounge furniture items are flat packed and require some assembly. Please contact our customer service team if you need any help putting things together.

Can you assemble my order for me?

We are more than happy to offer our assembly services for you on delivery. Assembly charges start from $30 and are dependent on the product being assembled. Note that assembly is only available for Sydney, Melbourne, Brisbane and Adelaide metro based deliveries and must be booked prior to delivery.

I can't work out how to assemble my item, who can help me?

If you run into trouble assembling your item, check out our product manuals page here. If the product you're looking for isn't there just contact our friendly Customer Service team by sending us an enquiry, or via our Live Chat online, and they'll be happy to talk you through it.

Can I view your products before I buy?

We would love to meet you! We have showrooms in 4 locations in Sydney. Come and visit us at our flagship Waterloo showroom, our Castle Hill showroom, our charming Crows Nest store and our Belrose showroom. Or if you're Melbourne based, we have 2 showrooms, one based in Fitzroy and the other in South Yarra. We also have a showroom in Fortitude Valley, Brisbane and Adelaide. Visit our Showrooms page for our opening times and detailed contact information.

Are all of your products on display in every furniture showroom?

It's not always possible for us to fit all of our products in each showroom, but we try to keep every item on display in at least 1 showroom at all times. If there is a particular sofa, sofa bed or other item that you would like to view, just give your closest showroom a call and we will be able to let you know if we have the item on display.

I don’t live in Sydney. Can I still view your products?

Absolutely. Come visit our showrooms based in Melbourne (Fitzroy and South Yarra), Brisbane (Fortitude Valley) or Adelaide. See our Showrooms page for further details.

My product is missing a part where can I get a replacement?

If you have misplaced a part of your product or it has arrived without it, please complete a Spare Parts Request form. Our customer service team will contact you to organise a replacement. Please make sure you have some photos ready to send through to our team.

Purchasing & Payment

Can I order online?

We would love you to! To place an order on our website, simply select the product you are interested in and the quantity and click Add to Cart. Then enter your post code at the checkout to view the delivery charge for your chosen item and your preferred delivery instructions or access details (so our drivers know where to go).

I’m having trouble with my online order, can you help?

Our dedicated Customer Support team would love to help you. Please contact us by submitting an enquiry.

How can I pay for my order?

We have a variety of payment options instore available to make our payment process as simple as possible: Credit/Debit Card (Visa, MasterCard), PayPal, EFT Bank Transfers, Zip Money/Pay and After Pay.

You can pay online using Visa, MasterCard, AMEX, PayPal, Zip Money/Pay and After Pay by selecting your preferred payment method at checkout.

My credit card details aren’t working. What’s going on?

If you’re having trouble paying for your order, we recommend you give your bank a call. If that doesn’t solve your problem, send us an equiry.

How will I know that my order has been successful?

A confirmation email will be sent to you as soon as your order has been placed. If you haven’t received this confirmation email within 30 minutes, your order was unfortunately not successful and we recommend you place your order again.

Warranty

Is there a warranty on Lounge Lover’s furniture?

Please check the individual product pages to determine the period of warranty from the date of purchase. Further details are available on our Warranty Page. If you wish to submit a warranty claim request, please fill in our Warranty Claim Request form.

Who is responsible for the freight charges in the event of a warranty claim?

Lounge Lovers will cover all freight costs in the event of a claim. Please ensure that you package your item securely and ready for transport.

About Us

Who are LoungeLovers?

We started up Lounge Lovers with a simple wish – to provide the best designed and best value sofas, sofa beds and lounge furniture in Australia.

We also set out to make sure we have the happiest customers, and other than having some fun on the way, that’s what we spend every day trying to achieve.

Do you have a showroom?

We currently have 8 showrooms based in Sydney Waterloo, Crows Nest, Castle Hill and Belrose, in Melbourne, Fitzroy and South Yarra, Brisbane Fortitude Valley and Adelaide. For more information about our showroom locations and opening hours, please visit our Showrooms

When can I visit your showrooms?

We are open 7 days a week, including public holidays. Customer parking is available at our Waterloo, Castle Hill and Belrose stores; and street parking is available at our Crows Nest, Fitzroy, South Yarra, Fortitude Valley and Adelaide stores. For a complete list of our opening times please visit our showrooms page