On behalf of everyone at Lounge Lovers, we sincerely wish you, your family and loved ones are safe during this unprecedented COVID-19 outbreak. In light of the recent developments of COVID-19, we want to assure you that we have elevated our safety measurements. 

 

Showrooms

Lounge Lovers showrooms in Queensland (QLD), New South Wales (NSW), South Australia (SA) are currently open and serving all customers, following local COVID-19 requirements for retail visitors.

As per the state government guidelines to reopen, Victorian (VIC) showrooms will be open from Saturday 30th October. The VIC government restrictions note that retailers may serve customers who are double vaccinated (16 years+) and those with medical exemptions from vaccinations. For customer-facing employees of Lounge Lovers, double vaccination is also required to proceed in a customer-facing role within the current state government regulation. Please read further details on vaccination requirements here: https://www.coronavirus.vic.gov.au/coronavirus-sector-guidance-retail-trade

All showrooms will operate following government guidelines of one customer per 4sqm, with mask wearing implemented at all times. All customers will be required to check-in via QR code. Customers who are not fully vaccinated can order via our website or  access Lounge Lovers’ click and collect options which are available at our warehouses. See further details at warehouse pickups in the COVID-19 FAQ.

All mentioned vaccination requirements are based on the National Plan to transition Australia’s National COVID-19 Response.

Delivery and pick ups

We offer metro and out of metro deliveries in Sydney, Melbourne, Brisbane and Adelaide. All deliveries across Australia have the option of paying for either assembly (GOLD) or no assembly (Standard). All delivery options will follow COVID-19 safety protocol. 

Pick up is available from all warehouses, following contactless guidelines so please ensure that you bring assistance if you are handling heavy or bulky items. You will also be asked to check in via QR code when you collect your items in line with the Lounge Lovers COVID Safe Plan. If you are unable to pick up your item from our warehouses due to COVID-19 restrictions, please contact us on 1300 738 088.

No assembly or swap overs will be offered to the LGAs of concern or anyone self-isolating; these customers are able to book basic and contactless delivery options only.

FAQs

ARE ALL YOUR SHOWROOMS OPEN?

From 30th October, all Showrooms across Australia will reopen following government guidelines for retail trading. Showrooms will be ensuring mask wearing, following the 4sqm rule and ensuring all customers are signing in via QR code whereby vaccination status is checked. Please see your state government guidelines for further information on retail shopping.

 

ARE LOUNGE LOVERS STAFF VACCINATED?

To ensure the safety of our employees, customers and the community, all Lounge Lovers team members who are customer-facing in showrooms or delivery teams are required to be double vaccinated as per government guidelines.

 

WHEN ARE YOU ACCEPTING UNVACCINATED CUSTOMERS?

Lounge Lovers is following government guidelines in each state. Please check your state government guidelines for retail trading to find out what date unvaccinated customers are able to browse retail stores.

In the meantime, please browse our website, use our Live Chat function or utilise our click and collect options with warehouse locations provided here:https://www.loungelovers.com.au/sydney-warehouse-prestons/.

 

WHICH MEASURES HAVE YOU TAKEN TO KEEP CUSTOMERS AND STAFF SAFE?

We have introduced a number of measures to ensure we minimise the risk of our activities contributing to the spread of COVID-19.

All customer facing staff are required to be double vaccinated 

All showrooms are required to follow QR code check in procedures to comply with vaccination rules

All showrooms are following 4sqm social distancing rules

All showrooms and warehouses have hand sanitiser stations at all points of entry

Sneeze screens on sales desks to protect sales staff

Frequent cleaning of showrooms and warehouses: staff have been trained to disinfect and sanitise all areas, especially all high touch points

Respecting World Health Organization hand hygiene standards

Respecting social distancing when possible in our showrooms, warehouses and during deliveries when possible, so you are protected and can still enjoy your shopping experience

Any staff members that feel unwell or show symptoms (fever, cough, sore throat, fatigue, shortness of breath) will self-isolate themselves at home and seek medical advice

Staff members who have been in close contact with a confirmed case of Covid 19 in the last 14 days, are being required to stay at home and self-isolate.

When possible, we have encouraged our team to work from home

 

CAN I ORDER ONLINE IF I AM SELF ISOLATING?

Yes, you can still order on our website or call your local showroom number, found on individual showroom pages on our website. Alternatively, for customer service enquiries or orders use Live Chat or call 1300 738 088. When you are asked about delivery dates via text message, you will need to select contactless options and our delivery team can leave the item in a designated area. No assembly is offered to customers who are self-isolating due to COVID-19.

 

HOW CAN I ORGANISE A SWAP OVER?

To coordinate a swap over date email info@loungelovers.com.au, send us an enquiry, visit our Live Chat or call 1300 738 088. For items that aren’t in stock and display a dispatch date on the item(s) product page, this is our estimated dispatch date and applies to swap over too.  

 

DOES COVID-19 IMPACT DELIVERY ON MY ORDER DURING LOCK DOWN PERIODS?

From Saturday 30th October, all deliveries across QLD, SA, NSW and VIC will return to offering assembly, swap overs and contactless options.

All delivery stock will be disinfected prior to loading trucks and Lounge Lovers drivers will be wearing protective masks for customer and team member safety. 

 

HOW CAN I CONTACT A SHOWROOM PRIOR TO VISITING?

Please refer to our showroom page for current opening times, items to browser on display and contact numbers. 

 

ARE YOU LIMITING THE NUMBER OF PEOPLE IN YOUR SHOWROOMS?

When the Showrooms are open, yes we do limit Customers to ensure that both our teams and Customers are practicing social distancing, as per Government guidelines. We are limiting the number of people who can enter our showrooms at any one time to follow the 4 sqm social distancing requirements. 

 

I LIVE INTERSTATE, HOW WILL I GET MY DELIVERY?

We can guarantee Australia wide delivery, even with the current border closures. Our delivery teams and courier networks are considered an essential service and will continue to operate as normal through the COVID19 crisis so you can order and receive your goods with confidence.

 

CAN I COLLECT MY ORDER FROM YOUR WAREHOUSE?

Yes, all our warehouses remain open so you can collect your furniture in Melbourne, Sydney and Brisbane. Please follow your state government’s guidelines on travel limitations.

Pick-ups from our warehouses will be contactless. Warehouse staff will be following contactless guidelines so please ensure that you bring assistance if you are handling heavy or bulky items. We ask that you follow current government guidelines and adhere to QR code check-in at warehouses. If you are unable to pick up your item due to COVID-19 restrictions, please contact us on 1300 738 088 to reschedule.

If you are unable to pick up your item from either our Sydney, Brisbane or Melbourne warehouses due to COVID-19 restrictions, please contact us on 1300 738 088.

 

I HAVE AN ORDER THAT HASN’T BEEN DELIVERED YET AND WANT TO KNOW THE STATUS.

If you have an order with us and would like to check the status, please send us an enquiry or call 1300 738 088 to find out more. 

 

DO YOU HAVE A CONTACTLESS DELIVERY PROCESS IN PLACE?

Yes we do. All of our delivery teams have the ability to deliver with no contact. Simply let Jenny know that you wish for a contactless delivery when she contacts you to arrange your delivery.

 

I'M SELF-ISOLATING. CAN I STILL GET MY DELIVERY?

Yes. Jenny from our delivery team will message you the day before your delivery and ask if you are self-isolating. Please let her know by answering yes and we’ll ensure that we make a contactless delivery.

 

I'M SELF-ISOLATING. CAN I STILL RETURN MY ITEMS?

Products are not able to be returned if you are self-isolating or in an LGA of concern. This is to ensure we protect our teams and customers. 

 

CAN I CHANGE MY DELIVERY TIME/LOCATION?

Yes. Please contact us by sending an enquiry.

 

I'M SELF-ISOLATING AND HAVE PAID FOR GOLD DELIVERY (ASSEMBLY AND RUBBISH REMOVAL). WHAT HAPPENS WITH THIS DELIVERY PROCESS NOW?

You can still have this delivery option. If you are having contactless delivery, the items will be assembled by our delivery team in the truck or outside your property and then left in the agreed place on your property. All rubbish will then be removed. The gold delivery option is not offered to LGAs of concern.

 

WHAT ARE YOUR RETURNS POLICY AND PROCESS DURING THIS TIME?

If you are in self-isolation, in an LGA of concern, have been overseas in the past 14 days or have cold-like symptoms and you have notified us within the 14 days of delivery, we will accept a return or swap over. However, we will contact you to reschedule this after your state’s lockdown. This includes warranty returns. Please see our Returns policy for full details.

For change of mind returns, please keep all items in their original packaging or re-package for re-sale. Please check our Returns Policy for further information on this: https://www.loungelovers.com.au/returns-and-refunds.

 

HOW CAN I CONTACT CUSTOMER SERVICE?

Yes, you can contact our Customer Services by sending us an enquiry, calling our customer service line on 1300 738 088 or via Live Chat on our website.