Frequently asked questions
Answers to common questions about delivery, payment, returns and warranty. For full details, read our Shipping policy and Refund, returns and warranty policy.
Where do you deliver?
We deliver to customers in Australia only, to almost all Australian postcodes. We can't deliver to PO Boxes or parcel lockers, and our couriers can't reach a small number of remote, rural and island locations. The undeliverable postcodes are listed in our Shipping policy. If we can't deliver to your postcode, we'll cancel the order and refund you in full.
How long does delivery take?
Orders ship from Australian warehouses, usually within 1–2 business days after payment clears. Approximate delivery times after dispatch: VIC 3–5 working days; NSW, SA and ACT 4–8 working days; QLD, NT, WA and TAS 7–10 working days. These are estimates, and we can't guarantee delivery on a specific date. If your order hasn't arrived within 7 business days of dispatch, contact us and we'll open a carrier investigation.
How much is shipping?
Shipping is calculated at checkout based on your delivery address and the items in your order.
Can I pick up my order?
No. Pick-ups and customer-arranged couriers aren't available. Our Jimboomba address is an office, not a warehouse or showroom.
Which couriers do you use, and will I get tracking?
We use the courier that suits each item: Australia Post eParcel, Aramex, Allied Express or Toll, mainly depending on weight. When your order is dispatched, we'll email you a tracking number.
What payment methods do you accept?
You can pay at our secure checkout with Visa, Mastercard or American Express, or with PayPal, Shop Pay, Apple Pay or Google Pay. PayPal Pay in 4 is available on eligible orders. Prices are in Australian dollars and include GST.
What if my item arrives damaged, faulty, with missing parts, or is the wrong item?
Email clear photos or a video and your order number to support@gardenfurnituredirect.com.au within 7 days of delivery. Keep the item and all packaging, and don't send anything back until we confirm how. We'll arrange a replacement part, repair, replacement or refund as the Australian Consumer Law requires, and we cover reasonable return costs for faulty, damaged or incorrect items. If you report a problem after 7 days, we'll still assess it under the Australian Consumer Law.
What warranty do your products have?
Our products come with a 12-month warranty against defects from the date of delivery, unless the product page states a different period. This is in addition to your rights under the Australian Consumer Law. The warranty doesn't cover normal wear and tear, incorrect assembly or modification, misuse, lack of maintenance and care, or damage to the outer packaging only.
Can I return something if I change my mind?
Yes. Request the return within 14 days of delivery. The item must be unopened, in its original sealed packaging and in the condition it was delivered. You arrange and pay for tracked return freight to the warehouse address we give you, and a 10% restocking fee applies. Opened, assembled or used items can't be returned for change of mind. We refund your original payment method within 5 business days after the item is back at the warehouse and checked. This doesn't affect your rights for faulty items.
Can I cancel my order?
You can cancel free of charge before your order is dispatched. Contact us as soon as possible; if we can stop the order before dispatch, you'll get a full refund. Once an order has been dispatched, it can't be cancelled. You can receive it and request a change-of-mind return, or ask for it to be returned to sender. Either way it's treated as a change-of-mind return, so the 10% restocking fee applies.
Still have a question?
Email support@gardenfurnituredirect.com.au (Mon–Fri 9–5 AEST) or call (07) 3485 1319 (7 days). Garden Furniture Direct is a trading name of Neumann Investment Group Pty Ltd, ABN 41 163 453 969, Suite 211, Shop 10B, 109–115 Brisbane St, Jimboomba QLD 4280.