Let us answer your questions.

Where do you deliver to?

Our dispatch department is based in Sydney, Australia and we deliver to all Australian states and territories. We can also deliver overseas. 

How quickly are orders delivered?

Subject to product availability, standard delivery orders are processed and shipped within 2-4 business days and only during weekday business hours. 

Shipping times vary per location.

How do I track my order?

You will be emailed a tracking number once your order is dispatched, along with the courier’s website where you can track your order. You may enquire about the current status and delivery whereabouts of your order at any time after placing your order. Please contact us with your order number (if applicable) to request details. All enquiries will be handled during weekday business hours.

How much do you charge for delivery?

To view the cost of delivery for your order, please add all of the items to your shopping cart and ensure your delivery suburb or postcode is correct.

For extremely bulky orders or remote locations, there may be a surcharge, this is unusual, and you will be contacted for your approval of the additional cost before the items are sent. If you are unhappy with the additional charge we will refund your order.

What delivery companies do you use?

We use a number of delivery partners across Australia to ensure we offer you the most secure delivery service.

We dispatch most orders via Australia Post using registered parcel post, Allied Express and TNT.  Delivery will be attempted during normal business hours. A signature will be required upon delivery. If a signature cannot be obtained, then a calling card will be left in your mail box with instructions on which Australia Post outlet your package can be collected from or if you parcel was delivered by a courier there will be instructions on how to book a redelivery.

Do you offer express delivery?

We offer express delivery on all orders, Australia wide. Please note your order will be dispatched the following business day for delivery on the subsequent business day. Next day delivery is only available within the Express Post Next Business Day Delivery Network. If you are located outside of this network, it may be slightly longer.

Delivery will be attempted during normal business hours. A signature will be required upon delivery. If a signature cannot be obtained, then a calling card will be left in your mail box with instructions on which Australia Post outlet your package can be collected from.

Large items may not be able to be sent via Express Post due to Australia Post size limit. If this is the case we will contact you to discuss your shipping options.

Can you deliver to PO Box addresses?

Yes, we will deliver to PO Boxes within Australia Only.

Do you ship overseas?

We ship to over 25 countries worldwide with Australia Post International. We do not add any administrative costs to international shipping in order to keep the costs to you as low as possible. Dispatch time for international parcels is 3-4 business days. Once your order arrives in the destination country it is handed over to the local postal service to complete delivery. Tracking is available through the Australia Post. For more detailed tracking information, once your parcel arrives in the destination country you can search on your local postal services website using the tracking number provided.

Unfortunately, we cannot provide insurance for international orders. If an item arrives damaged, please send us images of the damage so we can refund the item. We only offer refunds for damaged international products, not replacements.

We currently do not ship furniture overseas.

Shipments sent outside of Australia are sold exclusive of GST and may be subject to import duties or sales taxes once the shipment reaches your country. Goods can be detained in customs and fees incurred. Alfresco Emporium is not responsible for the taxes, custom fees or duty charges. We recommend that you contact your local tax office if you require more information on import duties, tax and import entries fees.

Can my parcel be left at my home?

Please let us know on checkout if you would like your parcel left on your property if you are not home. Alfresco Emporium takes no responsibility if your parcel goes missing from your property or is damaged as a result of leaving it in an unsafe location. Please specify a safe place to leave the parcel that is protected from passers-by and the weather.

How do you ship bulky items like furniture?

We offer furniture delivery to Sydney, Melbourne and Brisbane metro areas. If your postcode falls out of the metro area, we can ship by quote. We do not offer furniture shipping outside of Australia. 

Delivery times
Delivery times vary by stock availability and by postcode. We expect furniture deliveries to take up to 2 weeks from the time of purchase, however at the moment this is 2-3 weeks due to delays in some areas of the country. Once your items are available for delivery we will contact you to book in the delivery with an estimated day and time. Once your delivery week has been booked, the driver will notify you with a 2 hour window for delivery for local (Sydney Metro) or a day and time for regional and interstate deliveries.

Please note: If you miss your furniture delivery, you may be charged a redelivery fee.

What is your return policy?

We will replace or refund any full priced item(s) which arrive at their destination damaged or faulty, however, we do not process refunds or make exchanges based on incorrect choice or change of mind.

In the unlikely event that your order arrives damaged, we must be notified within 48 hours of your parcel being signed for otherwise we will be unable to process your claim. Before the refund can be processed, we will request images of the damage. Please note that original delivery charges are not refundable.

We may require that the damaged or faulty item(s) be returned to us for inspection, we will pay for the delivery cost. The item(s) must be returned in original condition (including its packaging) and an explanation given with a copy of the tax invoice before the refund can be processed. Item(s) must be returned to us within 14 days from date of delivery. If you wish to return your faulty or damaged online order to one of our stores, please ensure you notify our online customer service team.

Refunds will be credited back to the original credit card number. We do not offer store or online credits. 

Please note refunds may take up to 14 days to be processed from the date of approval.

Please note online orders cannot be refunded in-store. 

How do I send back my approved return

Once your returns request has been approved by our online team, please box up the products and include a copy of your tax invoice. We will email you a prepaid returns label. Please print this out and attach it to the outside of the box, you can then take it to your local Australia Post service.

All returns will be sent back to our Sydney warehouse.

Alfresco Emporium takes no responsibility in the event of the item(s) failing to reach us. Alternatively, item(s) may be returned in person at one of our stores, but please note the refund will be issued by the online team and not the in-store team.

Can I cancel or modify my order?

Once your order has been placed, we are unable to cancel or modify it in anyway. Before submitting your order, please carefully review all cart items, payment and shipping details.

What payment options are available to me?

We offer several convenient payment options for purchasing items from Alfresco Emporium.

Online: we accept payment by Visa or Mastercard, PayPal and AfterPay.

Telephone 0429 933 646: we accept Visa or Mastercard.

In-store: pay over the counter with cash, cheque, Visa or Mastercard.

Are my payment details handled securely?

Yes, we securely handle your credit card details. When paying online with your credit card, we employ Secure Sockets Layer (SSL) encryption technology to securely capture your details and send on to our online payment gateway. Please do not send payment details to us by email. Email is not encrypted nor a secure means to transmit credit card information.

What pay later services do you offer?

We offer Afterpay and Paypal Pay In 4 to our online customers only.

Get what you want now and pay for it over 4 equal fortnightly payments. There’s no interest or fees and get your items delivered now! You can use Afterpay and Paypal Pay In 4 for orders up to $1000.

Add your items to your bag and checkout as normal. In the checkout select Afterpay or Paypal as your payment method, and follow the prompts.

Do you offer layby?

Yes, we do offer a layby service in-store only. Laybys are for 4 weeks with a 25% deposit. Laybys cancelled within 7 days incur a $10 fee and cancellations after this time forfeit 25% of the layby value. Laybys not collected after 4 weeks forfeit monies paid and goods are returned to stock.

Do your prices include Goods & Services Tax (GST)?

Yes, all our prices include Goods and Services Tax (GST) and are listed in Australian Dollars.

How does Click & Collect work?

Step 1. Select the products you wish to purchase and add them to your shopping cart.

Step 2. Select Click & Collect in the shopping cart.

Step 3. Once you’ve placed your order, you will receive a confirmation email that includes the details of your order.

Step 4: We will send you an email or a text message once your order is ready for collection from either our Bundall store or from our Online Warehouse at Brookvale.

Step 5. Pick up your order with a valid photo ID and your order number.

Where do I pick up my order from?

Online Warehouse
The Online Warehouse is located at:
21 Clearview Place (Enter via the second driveway Dock 2, 19-20 Clearview Place) Brookvale, NSW, 2100. View map.

Online Warehouse orders can be picked up Monday to Friday, 9am-4pm.

Please allow up to 2 business days for collection from our Online Warehouse.

Bundall Store
Shop 7, Island Emporium Cnr Ashmore & Bundall Rd Bundall, QLD, 4217.

Bundall Click & Collect orders can be picked up Monday - Saturday during store hours.

Please allow up to 7 business days for collection from our Bundall store.

Is there a charge for Click & Collect?

No, Click & Collect is a complimentary service.

How long do I have to pick up my order?

Click & Collect orders will be kept for 30 days from the day you’ve placed your order. After 30 days your order will be cancelled and we will contact you to arrange a credit note.

What products can I Click & Collect?

Yes, all products are available to purchase with our Click & Collect service. However, please note that larger items such as furniture will need to be loaded into your vehicle without assistance from Alfresco Emporium. If you would prefer assistance, please select delivery on checkout.

Can someone else pick up my order?

Yes, someone else can collect your order on your behalf. Just make sure they bring:

• A copy of the order collection notification

• An email signed by you, detailing who will be collecting the order on your behalf

• Their own photo ID to match the approved name for collection.

What does pre-order mean?

Some products are made available for pre-order on our website. This means that we are yet to receive the product but we are taking pre-orders so you can secure your purchase. There will be an estimated date of arrival, however, please note this is an estimate only and we may experience unforeseen delays. If this happens we will endeavour to contact you as soon as possible to let you know.

How long will my pre-order take to arrive?

All products will have an estimated time of arrival listed on the product page. Please note this date is when we expect the stock to arrive into our warehouse. Once the stock arrives there is a 1-2 week processing time.

If this date changes at all we will contact you to let you know. Please note we will always provide the most accurate date that we have, however we may experience unforeseen delays and sometimes this date may change.

What happens if l order both pre-order and in stock items?

If you purchase multiple items and at least one of them is marked as pre-order your entire order will be held in our warehouse until everything is in stock. If you would like to receive the in-stock items immediately we recommend placing two orders, one for the pre-order items and one for the in-stock items.

Can I cancel a pre-order?

Once your pre-order is placed, we are unable to cancel or modify it.

Can’t find the answer you’re looking for?

Get in touch with our expert team.

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Reach us by phone

Customer Care: 02 9919 0600
Online Customer Service: 02 9919 0610

Monday - Friday: 8.30am-4.30pm AEST

customercare@alfrescoemporium.com.au

 

After our stores?
Collaroy Store: (02) 9919 0601
Bundall Store: (07) 5527 6566

Get advice in person

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