Frequently Asked Questions

How do I find my nearest Store?

To find your nearest store, see our Our Stores page

Does Warehouse Direct Furniture offer interest free terms?

Warehouse Direct Furniture offers a range of payment options, so why not ask in store for details? Some conditions do apply.

What payment methods do you accept?

Warehouse Direct Furniture offers various payments options including cash, credit card, as well as various finance options. Please see the Payment Options page for full details.

Who can assist me with a particular product query?

Please contact your nearest store, Any of our sales assistants would be pleased to give you any product information that you require.

How long does it take for furniture to get delivered?

If the product is in stock and the invoice is fully paid, we would require 48 hours (business hours) for the furniture to be delivered. Please call in store for the next available delivery date.

Can I choose the exact time for the delivery?

We cannot promise the exact time of your delivery but our delivery drivers would call you 1 hour prior to delivery. Generally we would give you a guide either AM or PM.

Can I pick up furniture from the store / central warehouse?

If the furniture is available at store than you can pick it up between 10.00am to 4.00pm Tuesday to Saturday (no pickups Monday or Sundays).

Do you deliver on weekends?

We generally provide delivery services on Tuesday to Friday only.

Do you deliver on above ground level?

We can deliver to the higher floors but additional charges apply. Please call in store to find out.

What are the lay-by terms?

We require a fortnightly payment on all lay-bys and lay-bys are valid for 1 month.

Does my furniture get reserved with a purchase?

Upon receipt of 30% deposit the furniture will be reserved for you.

Are Warehouse Direct Furniture gift vouchers available everywhere?

Not yet, but we will be adding this soon.

When does my Gift Voucher Expire?

Our gift vouchers will be valid for 12 months from purchase.

How often should I clean my sofas?

This will depend on what type of sofas you have. Please view the Fabric Care page for more information.

How can I get a copy of the latest Warehouse Direct Furniture catalogue?

We currently do not print Catalogues. All of our special you can see and order ONLINE here.

How can I give suggestions or comments?

Leave a note in your nearest store, or send us an email using the form on the Contact Us page.

How long does it take to get my order?

During the purchase process either in store or online, indications of time frame for delivery or pick up will be provided. For more information on collections and delivery, please view our Collections and Delivery page.
Although most stock on our website is available to be collected or delivered immediately, some items may take a little longer. This is usually as they are located at our external warehouse, or we may be temporarily out of stock. If we are out of stock, we will call you as soon as goods arrive and arrange for the furniture to be shipped or collected from a nearby store. Please note: We endeavour to ensure supplier’s and manufacturer’s delivery times are accurate, but they are subject to change from time to time.

Collections and Delivery Information

At Warehouse Direct Furniture we aim to deliver a highest quality service & we strive to provide you with a convenient & easy delivery. After placing your order online, you will receive an order confirmation and if your items are;

In stock and;

  Have booked in a collection, you can proceed to collect the goods at the store of purchase.

  If a delivery date has been booked, Warehouse Direct Furniture will contact you on the day of delivery with an estimated time frame.

Not in stock

  Your local store will contact you as soon as your items arrive and arrange a time for collection or delivery.

Please refer to our Contact Us page for information regarding orders that include Online Purchase items or Courier Delivered items.

Do you deliver outside of Western Australia?

Currently, we only deliver within Western Australia. For all delivery enquiries please view our dedicated Contact Us page.

I want to order something, but I am not sure if you have it in-stock?

Although most stock on our website is able to be collected or delivered immediately, some items may take longer to deliver. For more information please view our collections and delivery page. For information regarding a specific item, please contact your closest Warehouse Direct Furniture store.

Missing parts or faulty parts

We are very sorry if you receive any item that contains missing or faulty parts. If you do require assistance with any missing or incorrectly fitting item, please contact customer service by clicking here.

How do I assemble my item?

If you require assistance with assembly, or with incorrectly fitting item, please contact customer service by clicking here. We also have an assembly service available for an extra charge. When organising delivery with your store, please ask them for a contact

How long does it take to get my order?

If you require assistance with assembly, or with incorrectly fitting item, please contact customer service by clicking here. We also have an assembly service available for an extra charge. When organising delivery with your store, please ask them for a contact.

How do I pay online?

We offer a variety of payment solutions online including Visa, Mastercard, Paypal and Zip.
In-store we accept cash, credit cards (Visa and Mastercard), BPAY, and Zip. We also offer a variety of in store finance options if you need a little longer to pay off.
Over the phone, we accept payment by Zip and can accept Visa or Mastercard details via a secure link, however, at the point of delivery, the credit card holder will need to be present.
Please note, on some orders, you may be requested to show proof of ID (e.g. licence) and the credit card used to purchase the item prior to deliver.

What payment methods do you accept for our orders?

Online we accept Visa, MasterCard and PayPal, or you can choose to pay in-store or by finance. Please note, on some orders, you may be requested to show proof of ID (e.g. licence) and the credit card used to purchase the item prior to deliver. Over the phone, we accept payment by credit card, however, at the point of delivery, the credit card holder will need to be present. In-store we accept cash, credit cards (Visa and Mastercard) or through finance (see below for details) Finance – See below.

Do you offer finance?

Yes, we do offer finance in store. Here at Warehouse Direct Furniture we offer competitive interest free terms. To be eligible to apply, you must be at least 18 years of age and a permanent resident of Australia. We know your time is valuable, and with that in mind, we offer a quick and easy approval process in-store. You will need to provide us with a drivers licence (or suitable alternative photo ID), email, employer's details and contact number, agent/landlords details (if renting or boarding) and details of your income, assets and liabilities. Please note, that any application for finance is subject to terms and conditions and you successfully meeting the criteria for finance. For more information and full terms and conditions, view our finance page.

Do you sell gift cards?

Not currently but these are being added soon.

Where is my confirmation email?

If you haven't received a confirmation email within 30 minutes of successfully placing your order then you may have incorrectly entered your email address. Alternatively, the confirmation email may have been flagged as spam. Check your junk email folders to ensure that the email isn’t there. All confirmation emails are sent from the Warehouse Direct Furniture Website email address info@austina.com.au If it is not in your junk email folder, please contact us with your full name and order number and we can confirm your order for you.

How can I make changes to an existing order?

You can make changes to your order at any time up until your order has commenced processing for shipment. Please contact the store your order is being processed through, or contact us via live chat on the website if you need to change your order. However, please note that changes to an orders may not be possible or may incur additional costs.

How do I cancel my order?

If you need to cancel your order, please contact us with your order details, including order number and full name, so we can then cancel your order prior to processing. Please remember though, that if your order is a custom-made item, a cancellation of the order will result in you forfeiting the surcharge paid by you when you placed the order. If we need to process a refund, please note that once a refund is processed by our store, it may take up to 14 working days to appear in your account depending on your banking institution. If an item has already commenced shipment, the order may be eligible for a change of mind request – please refer to the change of mind conditions.

What happens if something I order, is out of stock?

Occasionally an item is sold out, yet still appearing online. If it is sold out in the store you are visiting only, we’ll do our best to find the same item in one of our other stores. If the item is sold out across all Warehouse Direct Furniture Stores, then we will only ship the items you ordered that are available and include details about any excluded items and provide a refund. On the rare occasion there will also be occasions where an item has come to the end of its production cycle and has been discontinued. In this case, there may not be further stock available of the item, but please speak to our friendly sales team who will happily help you look for an alternative piece that will look just perfect in your home.

What if I experience an error whilst ordering?

If you experience any technical issues whilst using the site, please contact us or your closest Warehouse Direct Furniture store and we will assist you.

How do I search for items on the Warehouse Direct Furniture website?

You can browse and search for items in several ways. The easiest way is to browse through our products on the top menu of the site, and then select a category. Another option is to use the ‘search a product’ field in the top right of the page underneath the navigation bar. You can use this to search for a product you may have seen on our Online advertising.

What currency are prices displayed in on the Warehouse Direct Furniture website?

All products are displayed and charged in Australian dollars (AUD inclusive of GST).

I have seen something I want in an Warehouse Direct Furniture store, but I can't find it online.

We aim to have a comparable range of our products available online. If you cannot find the item you want online, please contact the store you saw the product at and we’ll try hard to locate it for you.

What are Online Special products?

At Warehouse Direct Furniture, we’re committed to delivering the very best to your home with fresh new exclusive designs from quality manufacturers and suppliers. To provide you with a larger range at the lowest prices, our Online Special collection is exclusively available to view and purchase online. Just look for the Online Specials - these special new pieces will be delivered straight to your doorstep.

How do Online Special products work?

1.    You place your order on our website.

2.    We receive your order at the “Online Special” warehouse.

3.    Your order is packaged & delivered to you directly from the warehouse.

Can I cancel an item from an order after it has been placed?

After an order has been placed cancellations may not be possible & charges for change of mind may apply.

Can I change the shipping delivery address after the order has been placed?

After an order has been placed, address changes may not always be possible. Once you have received tracking information from the courier please contact them directly to discuss any changes to delivery.

Can I add an item to an order after it has been confirmed?

Unfortunately, once an Online Special or Courier delivered order has been confirmed no additional items can be added. A separate new order would need to be placed.

Can I hold an item from being shipped?

All Online Special orders & Courier Deliveries cannot be held and will be shipped as soon as the entire order is available to shipped. If a hold is required, please contact your local store to arrange a standard delivery service.

What if an item arrives with missing parts?

In the unlikely situation you have received an item with missing parts, please contact us via this form here ideally within 3 business days of receiving your delivery.

What happens if I am missing an item from my order?

If the tracking for the missing Online Special items shows as delivered then please let us know within 3 business days which item is missing and we will further investigate this. Click here to contact Customer Service.

What happens if I receive the incorrect item?

In the unlikely situation you have received an incorrect item, let us know as soon as you can, ideally within 3 business days of receiving your delivery. We will work with you to rectify this in timely manner. Click here to contact Customer Service.

Do you deliver to P.O.Boxes or parcel lockers?

No, we cannot deliver to P.O.Boxes or Parcel Lockers because they're usually too small to accept most of the items we supply.

How do I track the status of my order?

Once your items have shipped out you will get a notification and a tracking number attached to it. This tracking number will be linked to the courier tracking website and if you click on it, it will allow you to track the status of your order. In some cases, tracking updates could take 24 hours to fully update accurately.

What are normal delivery hours?

Our couriers deliver Monday to Friday between business hours which are 8 am to 6 pm.

Do you ship outside of Western Australia?

No, Warehouse Direct Furniture currently only ships through out Western Australia. Please contact us for bigger orders we can ship National and similarly with overseas.

Do you offer express postage?

Unfortunately, we don’t currently offer an express delivery service.

Can I nominate a date and time for delivery?

Unfortunately, it is not possible to request a specific delivery date or time for Online Special items or Courier delivered items.

Will all items be delivered at the same time?

We will do our best to send all products from the same order in one delivery but it is at the discretion of the courier as to how multiple items will be delivered. Additional orders will incur separate shipping costs and delivery times. Please note any order that includes multiple deliveries from different warehouses will have a separate delivery charge & time frame identified at checkout.

Can I add an authority to leave if I know I wont be home?

Yes, when entering your delivery information there is a section for you to add an authority to leave.

Can I make special delivery instructions?

It would be best to contact the courier to leave any special delivery instructions after you receive the shipping and tracking notification for the order.

How do I work out shipping costs?

Shipping costs will be displayed once item/s and postcode are added into the cart. The total order costs will be confirmed at checkout inclusive of delivery costs & GST.

Can I pick up my order?

Yes, collections can be arranged from any Warehouse Direct Furniture stores for any of our Online Special products.
Pick up is available for all items & can be selected for each item rather than delivery.

What couriers do you use to deliver Online Exclusive items?

Warehouse Direct Furniture has a range of couriers that deliver our Online Specials & Courier Delivered orders.

Can I arrange my own courier?

Yes, just just contact us here.

What happens if I am not home to accept the delivery?

If no one is present when the delivery is made, authority to leave has been granted and a safe place to leave the delivery is available – the courier will leave the item in that safe place. If no one is present when the delivery is made and a safe place as deemed by the courier not available, the courier will leave a calling card explaining how to collect or arrange re-delivery. Please note an additional cost may apply for re-delivery that will be payable to the courier.

Why do I get charged an extra fee when I add more items?

Shipping costs are calculated based on the total weight and size of each item in the order. Additional items added to the order may increase the shipping costs. This is all shown online before you confirm the order.

What are your delivery time frames?

For Online Special Items
Once you’ve received an email or sms notification that your item/s are in transit please allow:
Metro delivery: Within 7 business days
Regional delivery: 7 - 14 business days
Remote delivery: Within 21 business days

For Other Courier Delivered Items
Once you’ve received an email or sms notification that your item/s are in transit please allow:
Metro delivery: Within 3 business days
Regional delivery: 7 - 14 business days

What is authority to leave?

On processing your order, authority to leave is required, allowing the designated courier to provide contact-less delivery without a signature. The courier will leave the package unattended at your address. Please note:

  If the carrier believes the location is not secure, they will not leave the package unattended

  Warehouse Direct Furniture will not be responsible for any lost or stolen packages

Will I have to sign for my delivery?

If you provide authority to leave during checkout, you will not be required to sign for your delivery.
If you don’t provide authority to leave, you may be required to sign for your delivery.

Can I Click and Collect my Online Special order from a Warehouse Direct Furniture store?

Of course you are always welcome to collect your orders. Just please confirm with your local store, when the it will be available as in many cases stock will need to be transferred for you.

What is your returns policy?

If you change your mind, you may return the product within 30 days of purchase for a refund less any shipping costs or fees incurred by Warehouse Direct Furniture. The product must be in an un-assembled condition & in the original packaging. To return your product, please complete our customer contact form and our Customer Service Centre will be in contact to assist further.

What costs are associated with returning an item?

You will be responsible for all shipping charges to facilitate a change of mind return. Your initial shipping charge is non-refundable, and you will also be charged the shipping costs & any extra charges incurred by Warehouse Direct Furniture to return the item back to the Online Special warehouse.

I don’t have the original packaging, can I still return the product?

Returns for change of mind must be in “as-new condition” where upon return we are able to sell to another customer. In order for us to offer a refund minus any applicable charges, the product must be in the original packaging, had not used, assembled or damaged.

I have used the product, can I still return it?

No, we only accept returns for item/s that are unused.

Will I receive a refund, if I return the product?

All change of mind returns will receive a refund minus any shipping and handling costs.

Can I arrange my own courier for the return?

No, unfortunately, in order to monitor the status of the return we need to book the labels under the Warehouse Direct Furniture courier accounts.

Can I exchange an item instead of returning it?

Unfortunately, it is not possible to exchange an item. After a return is completed a new order can be created.

What is the quality guarantee for Online Special products from Warehouse Direct Furniture?

Most items from the Warehouse Direct Furniture Online Exclusive range come with a 12-month standard quality guarantee unless otherwise specified on the product description page. If an issue does arise please refer to our Quality Guarantee section of our website here - Quality Guarantee to make a claim. Our Customer Service Centre will then be in contact to assist further.

What payment options are available online?

We offer Visa, Mastercard, Paypal and Zip.

Can I find Online special products in my local Warehouse Direct Furniture store?

Online Exclusive products are sold online and delivered directly to customers from the warehouse via couriers. This means you won’t be able to find Online Exclusive products available for purchase in your local Warehouse Direct Furniture store.

Returns, refunds and exchanges

Warehouse Direct Furniture aims to make your purchasing experience as easy as possible, however, we understand that some items are not always suitable and need to be returned. Items purchased on the Warehouse Direct Furniture website may be returned for exchange or a refund at any Warehouse Direct Furniture store. Your receipt or proof of purchase must be presented at the time of any refund or exchange. Please note, your confirmation email is not proof of purchase you will need your invoice or delivery note. For our full return, refund and exchange policy, please visit our return, refund and exchange page.

Contact us / feedback

We want your online shopping experience at Warehouse Direct Furniture to be as seamless and enjoyable as possible. For questions, compliments, concerns or comments relating to the website or online shopping, please contact us here. For all other Warehouse Direct Furniture enquiries (e.g. stock locations, opening hours, etc...) please call your closest Warehouse Direct Furniture store. If this doesn't answer your question or you have a specific query, please contact us.

How do I know if the furniture will fit in my house?

The furniture on our website has dimensions that specify the height, depth and width of a product. You can use these dimensions to measure a space.

Do you stock package deals?

Yes, we do. Please view our range of furniture packages online.

Can I change the products in a package deal?

You can up-size a package deal, (e.g, changing the bed from a queen to a king, or the sofa from a 2-seater sofa to a 3-seater chaise), although this will incur an extra cost. Downsizing package deals is not possible as the package has been put together and priced based on volume buying.

How do I keep up to date with your promotions?

Subscribe to our Newsletter by entering your details below, and we will keep you up to date with special promotions and new product information.