At Secret Sofa, we do the best we can to offer a high standard of service, not just when it comes to our product, but when it comes to our deliveries as well. Wherever possible, we endeavour to use professional furniture delivery services that have been vetted and provide a high level of service.
In most cases, you will be notified of a delivery date/time at least 24 hours prior to your delivery so you can be home at the time of delivery.
Please note, delivery times will vary greatly depending on your location and can take between 5-20 business days, so please factor in this when ordering.
Deliveries to Melbourne & Sydney Metro will usually take a maximum of 5-10 business days. Delivery times to all other locations will vary from between 10-20 business days.
The shipping cost will vary depending on your location and the products in your cart (sofa, chaise , chair, etc.). Check the shipping calculator on www.secretsofa.com.au/cart for a shipping cost to your area.
If your postcode is not in the shipping calculator, please contact email@example.com for a custom shipping estimate if your postcodes does not provide you with a shipping price.
Single Person Drop Off Delivery (Gippsland only)
We require 48 hours (Monday-Friday) to process pick up orders. We will email you to arrange a suitable pick up date of your items.
Your goods can be collected from our warehouse at 8 Maker Place, Truganina, VIC 3029, between 9am-1pm on weekdays only (Monday-Friday). We cannot facilitate pick ups outside of the designated times as the warehouse is closed. Weekend pick ups are not available.
We require you to provide Photo ID that matches your order name when collecting your order.
If you have arranged a friend or family member to collect your order, we require you to supply their details in writing, prior to pick up so we can check their Photo ID at the time of pick up.
If you have arranged collection with a third party courier, we require you to provide their details in writing prior to collection.
If we are not supplied with details of third parties collecting on your behalf, prior to collection , we are unable to facilitate pick up until we have confirmed these details in writing with the original purchaser.
Please note, if you choose to pick up items from our warehouse, we take no responsibility for damage that occurs in transit and cannot provide a return on refund on items where damage has occurred between the product leaving our warehouse and arriving at your home.
We advise you to take extreme caution when using your own equipment to transport our products.
We aim to dispatch all orders of stocked items within 5 business days of receiving the order. Any orders received after 12pm on weekdays will be processed the following business day. Dispatch times may take longer than 5 business days in some cases where carriers are unable to pick up from our warehouse within that time frame.
Orders for Melbourne customers will usually be dispatched 2 business days after processing unless otherwise specified.
Some of our interstate carriers only pick up from our warehouse once or twice a week. We will always do our best to get your order onto the next available delivery run.
Pre-orders will be dispatched as soon as possible after receipt of the goods to our warehouse.
As above, delivery times can vary depending on your location. For interstate metro areas, expect approximate delivery times of 5-10 business days. For interstate regional areas, expect an approximate delivery time of 10-20 business days.
Secret Sofa can only guarantee delivery dates if you are located in the Melbourne Metro area.
Under no circumstances can Secret Sofa guarantee a delivery date at the time of sale.
If you are interstate, the carrier completing your delivery will contact you to advise of the delivery date, prior to your delivery. Secret Sofa is unable to assist with provision of delivery dates for interstate customers.
We can hold items for up to 30 days before shipment.
Once the 30 day hold has expired, if you are still unable to receive your delivery, we will contact you to arrange cancellation of your order.
Alternatively, we can deliver your order to an alternate address for you to store until it is required.
Please measure your space before delivery to ensure the sofa will fit and there is appropriate access and space for the boxes to move through, as returns for this reason will result in your original delivery charge and the return delivery cost being deducted from your refund. Access points that should be measured include, but are not limited to, doorways, lifts, stairwells, ceiling heights, hallway widths. Whilst the majority of our sofas are packaged to fit in tight spaces, it is always best to measure all of your access points prior to delivery for your own peace of mind and to confirm you will have no issues with your delivery.
The majority of box dimensions can be found on our website, but if you can't find the dimensions you need online, please get in touch and we will be more than happy to provide details. Further to that, if you have measured things up but still have concerns about access, please contact us prior to delivery and we will do anything we can to ensure a smooth delivery.
All our sofas come boxed and covered in a dust bag to protect the sofa and ensure it is compact enough to fit in most spaces!
We are proud to say we use some of the world’s best recyclable cardboard cartons for sofa and chair packaging. Although we still use a small amount of plastic, we are proud to have dramatically reduced this environmentally damaging material on most of our products.
In some situations, we may be unable to deliver you. These are usually areas which are inaccessible with our regular delivery providers.
In these circumstances, we are happy for you to arrange delivery to an alternate address or for you to arrange your own delivery with a trusted carrier, however any loss or damage that may occur during that delivery will be your responsibility.