Frequently Asked Questions
Shipping & Delivery
How long does delivery take?
We offer 2-3 day delivery on all in stock items in Sydney and Melbourne Metropolitan Areas. Items marked "on order" can take up to 12 weeks to be delivered.
When will my order be dispatched?
We aim to dispatch all in stock items within 24 hours of payment being received. If the item you have ordered is a custom order or is not in stock, we will dispatch your item within 12 weeks from the date the order is placed.
When will I receive my order?
All in stock items will be delivered within 2-3 working days in Sydney and Melbourne Metropolitan Areas. Outside of these areas delivery can take between 1-14 days depending on where you live. If you choose to custom make your special sofa, delivery will be within 12 weeks. If you’ve purchased a custom sofa or sofa bed, we’ll give you a call as soon as we receive your new sofa at our Sydney warehouse to determine the most suitable delivery timeframe for you.
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. Collections from our Sydney Warehouse (Warehouse 8, 1-13 Marigold Street, Revesby, Sydney 2212) are possible from Monday to Friday : 9 am to 5 pm and 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 "Pick Up" in the delivery field at checkout and specify your preferred collection date – we will do the rest!
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 or Melbourne, our Logistics 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 Sydney, 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.
What delivery companies do you use?
We partner with a variety of furniture removalists and couriers, who we use to deliver your order will depend on the size of the item and the delivery location. Once your order has been dispatched from our warehouse, tracking details including the name of the courier will be emailed to you. Detailed information on our partner couriers can be found on our Delivery & Returns page.
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 Warehouse.
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 and Melbourne, we will only be able to deliver during working hours, Monday-Friday.
Refunds & Returns
What if I want to change my order?
You can cancel or change your ‘standard’ product order at any point prior to dispatch. 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 50% restocking fee. Please see our T&Cs for full details.
Can I return my product if I’m not happy with it?
If you are not happy in any way with one of our products, or if you simply change your mind, we will happily accept the return within 14 days of delivery for a full refund or exchange (excluding delivery). The returned item will need to be in its original packaging in an unused, saleable condition.
How soon will I need to return my order?
All returns should be received by us within 14 days of the date of delivery.
Who is responsible for arranging the return?
It will be your responsibility to package and arrange the return of any order.
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. 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 right away. We would really appreciate it if you could send a photo of the damage to email@example.com, along with your name and order details, and whether you would prefer a refund or exchange and we will get onto it ASAP!
Products & Stock
I noticed some of your product pages state ‘In Stock’ or ‘On Order’. What does that mean?
Certain products are marked as ‘In Stock’ on our product pages, while others simply state ‘On Order’. We aim to keep all of our standard items in stock in our warehouse and available for 2-3 day delivery.
If an item not available in our warehouse for 2-3 day delivery, it is listed as ‘On Order’. This means that the item is already on order with our supplier, and will take between 2 and 12 weeks to arrive with us. If you’re unsure or would like to know the exact arrival date of any item, just pop us an email.
Custom orders will, as standard, take up to 12 weeks to arrive.
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. Feel free to email us if you’d like to know more.
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 call our customer support team on 1300 738 088 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 $49 and are dependent on the product being assembled. Note that assembly is only available for Sydney and Melbourne based deliveries and must be booked prior to delivery.
Can I view your products before I buy?
We would love to meet you! We have showrooms in 3 locations in Sydney. Come and visit us at our flagship Waterloo showroom (16 / 888 Bourke Street, Waterloo 2017), our Castle Hill showroom (Shop 85b, Home Hub Centre, 18 Victoria Avenue 2154) our charming Crows Nest store (3/460 Pacific Highway, Crows Nest 2065), or if you're Melbourne based, our Fitzroy showroom (260 Nicholson St, Fitzroy), or our newest showroom in South Yarra (507 Chapel Street, South Yarra). Visit our Contact 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 newest showrooms based in Melbourne (Fitzroy and South Yarra). See our 'Contact Us' page for further details.
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 Checkout to view the delivery charge for your chosen item, and then enter your preferred delivery instructions such as delivery date (for in stock items only) 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. Give us a call on 1300 738 088 or send us an email.
How can I create a new Lounge Lovers account?
If you’ve not ordered with us before, you can easily create a new account with us. Simply click ‘Register’ on the top right corner of the website, enter a username and email address and click the Create new account button. That’s it! Your registration is now complete. Don’t forget to look out for your confirmation email.
How can I pay for my order?
We have a variety of payment options available to make our payment process as simple as possible: Credit/Debit Card (Visa, MasterCard, Amex), PayPal and EFT Bank Transfers.
You can pay online using Visa, MasterCard or PayPal by selecting your preferred payment method at checkout. We also accept Visa and MasterCard in store or over the phone, as well as EFT bank transfers on all orders..
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, please give us a call on 1300 738 088 or email us.
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.
Are your prices in Australian Dollars (AUD)?
Yes, all our product prices are displayed in AUD.
Are there any hidden charges?
Never. All product prices are inclusive of GST and delivery charges will be clearly quoted at checkout.
Is there a warranty on Lounge Lovers furniture?
We offer a 12 month warranty on all of our products. Further details are available in our T&Cs.
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.
Privacy & Security
Is it safe to buy online from Lounge Lovers?
Will you store my credit card details?
No, we will never keep a record of your card details.
Who are Lounge Lovers?
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 5 showrooms based in Sydney Waterloo, Crows Nest and Castle Hill and Melbourne, Fitzroy and South Yarra. For more information about our showroom locations and opening hours, please visit our Contact page.
When can I visit your showrooms?
We are open 7 days a week, including public holidays. Customer parking is available at our Waterloo and Castle Hill stores; and street parking is available at our Crows Nest, Fitzroy and South Yarra store.
How can I contact you?
We love to hear from our customers. Call our customer support team on 1300 738 088 or send us an email at firstname.lastname@example.org.
Where are you located?
We have 3 furniture showrooms located in Sydney and 2 showrooms in Melbourne:
16/888 Bourke Street
Waterloo NSW 2017
3/460 Pacific Highway
Crows Nest NSW 2065
Castle Hill Home Hub Centre
Level 1 South End, Shop 85b, 18 Victoria Avenue
Castle Hill NSW 2154
260 Nicholson Street
Fitzroy, VIC 3065
507 Chapel Street
South Yarra, VIC 3141
For detailed contact information, please visit our Contact page.