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Shipping Terms and Conditions

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General terms and conditions of courier deliveries:

Our standard agreement with our courier delivered services does not include a call to arrange a suitable delivery time. You will be able to track your delivery online, but the dates shown on the carriers’ websites are only estimates and we cannot take any liability for late deliveries.

Courier delivered services will be all NSW, Queensland, ACT, SA & WA deliveries and some Victorian deliveries.

Rarely, products may be damaged during freight or arrive with faults. If your product is damaged on arrival, please get in contact with us within 24-48 hours to let us know. We will contact you to arrange an appropriate solution, including redelivery or repair at no further cost to you.

You may be asked to provide us with further information or send us images of the damage for further assessment prior to returning the item to us. We recommend speaking to one of our specialist staff and provide us with any requested images or information, as you will be responsible for all shipping costs to and from us if the product is found not to be damaged or defective. Please see our returns page for further information.

We cannot be responsible for any damage that is not reported within 48 hours of receiving the sofa and is not covered by the warranty. For further warranty information, please see the warranty information available on our website.

Returns - terms and conditions:

ALL ITEMS MUST BE RETURNED IN ORIGINAL PACKAGING.

Secret Sofa is dedicated to providing quality merchandise that is of a high standard to all of our customers.

It is your responsibility to measure your room, doors and hallways correctly prior to purchase to ensure the items ordered fit in your front door, room and hallway.

If the item does not fit and the courier is asked to return it, they may not be able to take it that day and it is your responsibility to safeguard and have the item ready for return on a day the courier can collect and return to us for credit.

If damage to the product is sustained between you receiving and then returning the package, we may deduct an amount from your refund to cover any damages and repairs that are required.

Please read our returns policy for further details.

Melbourne Metro shipping terms and conditions:

Order processing:

  • We will attempt to process your order within 24-48 hours (Monday to Friday).
  • For pre-order and custom made items, we will provide updates including an estimated date the product will arrive at our warehouse.
  • At the time of purchase, we cannot provide a guarantee for a specific delivery day for your product.
  • Once we have processed your order, our booking team will contact you to arrange delivery on a day that suits.
  • We aim to complete our Melbourne Metro orders with stocked items within 5 business days of purchase, but this may vary depending on your location.
  • You are able to pick up items between 9am - 1pm, Monday - Friday from our Cheltenham warehouse. We require 24-48 hours notice of pick up date to make the stock available.
  • We may dispatch your order via a general courier if we receive your confirmation that this is your preferred option, but the terms and conditions of general courier deliveries will apply to this and we cannot guarantee you a delivery date in this instance.


Delivery process:

  • We will contact you to arrange and confirm a delivery date that suits.
  • On the day of delivery, we will call you 60-30 minutes prior to delivery.
  • Our $89 service is a ground floor, drop off delivery only. This is a single person delivery and as such, we cannot help you navigate stairs, lifts or provide any other additional assistance. You should arrange to have support so you can get the items into your room, unpack and assemble.
  • Our $169 assembly service includes navigation of three levels of stairs or a lift to place your sofa in your room, upstairs. Included in this cost is assembly of the sofas and packaging removal.


Bulky items:

  • Please note the following models:
    • London
    • Luxe
    • Marcus
    • Classic
    • Haven
    • Harmony

Come in bulky/oversized packaging, so we highly recommend opting for a delivery which includes assembly and packaging removal where possible. With any bulky items, please make sure you have correctly measured any entrances to ensure ease of access.

Please contact us on (03) 8526 2554 if you are interested in purchasing one of the above listed products but would like to assemble them yourself or have a drop off only delivery arranged.

Regional Victorian shipping terms and conditions:

Order processing:

  • We will attempt to process your order within 48 hours (Monday to Friday).
  • For pre-order and custom made items, we will provide updates including an estimated date the product will arrive at our warehouse.
  • Upon purchase, we cannot provide a guarantee for a specific delivery day for your sofa.
  • We use both general courier services and our reliable Melbourne Metro carrier for our Regional Victorian orders.
  • We will discuss with you which service you would prefer, as there can be a longer waiting period if you preference a cheaper delivery with a general courier.
  • If we use our Melbourne Metro carrier, we are able to arrange delivery for a specific day. 
  • If we complete your delivery using a courier service, we cannot guarantee delivery on a specific day
  • Depending on the service used, there will be varying levels of customer contact on the day of delivery. Certain carriers may provide extra information on the day of arrival and a more accurate delivery time.

Delivery process:

  • The delivery process will vary depending on which carrier is used.
  • Our deliveries with a Melbourne Metro carrier can be a ground floor, drop off deliveryor a White Glove delivery depending on which freight rate you have paid. In both instances when using our Melbourne Metro carrier, we will arrange delivery on a date that suits you.
  • On the day of delivery, they will call you 60-30 minutes prior to delivery (Melbourne Metro carrier only).
  • If we have booked your delivery with a general carrier, we will request they contact you on the day of delivery, or the day before, however we cannot guarantee delivery on a specific day. These deliveries will not include assembly, packaging removal or the navigation of stairs.
  • On average, courier deliveries will reach their destination within 5-10 business days of dispatch, however this can vary depending on a range of outside factors - time of year, road closures, weather issues etc.
  • Couriers are independent of Secret Sofa and their services will vary depending on your location.

Bulky items:

  • We would preference delivery with our Melbourne Metro carrier where possible when delivering bulky items.
  • Shipping costs on the Luxe, London, Marcus, and Classic are higher than our regular delivery costs, as they are bigger and bulkier boxes that require specialist equipment to deliver.
  • If you do not select our White Glove option, you must have your own assistance to move and assemble the sofa and remove the packaging as the courier will not assist you.
  • Please contact us on (03) 8526 2554 if you are interested in purchasing one of the above listed products but would like to arrange a pick up of the product, rather than delivery.

NSW, Queensland, ACT, SA & WA shipping terms and conditions:

Order processing:

  • Confirmation is required before dispatching your order.
  • For stocked items, we will aim to get your confirmation within 48 hours (Monday to Friday) of receiving your order. We will then dispatch the product accordingly.
  • For pre-order and custom made items, we will provide updates including an estimated date the product will arrive at our warehouse.
  • We cannot provide a guarantee of a specific delivery date for your sofa as couriers are independent of Secret Sofa and can be very large, or often small operators, depending on where you live.
  • We do our best to find the best couriers possible as their service is important to both our customer and to us, but we can not be held liable for late deliveries or the operational behaviour of independent couriers.

Delivery process:

  • The courier will deliver the sofa to your door.
  • The courier will usually contact you the day before delivery (Pedemonts) or in the days prior to delivery and on the day (Designer Transport). As we endeavour to use professional furniture freight companies where possible, most providers will be able to advise your delivery date prior to delivery, however this may be at short notice.
  • Secret Sofa cannot provide a delivery date at the time of dispatch. We can only aim for a preferred period.
  • Our delivery services do require you to be at home on the day of delivery so you can sign off and unpack and assemble the sofa yourself.
  • Please note that apartment dwellers may need to seek body corporate approval before receiving a delivery. This includes approval for booking a lift etc. Please advise us of any lifts or stairs or similar issues we should be aware of so we can pass this information on to our carriers and ensure you receive the best possible delivery service. Please make sure you have had the appropriate discussions with your body corporate if you are required to use the lift in your building.
  • You will receive a booking reference number on dispatch. You can use this as a reference number when contacting the carriers.
  • We do our best to find reliable couriers with good customer service, but we are not responsible for the daily actions or performance of any courier or courier company (delays, customer service etc.).
  • On average, deliveries will reach their destination within 5-10 business days of dispatch, however this can vary depending on a range of outside factors - time of year, road closures, weather issues etc.

Bulky items:

  • Shipping costs on the Luxe, London, Marcus, Benson and Camilla are higher than our regular delivery costs, as they are bigger and bulkier boxes that require specialist equipment to get to your door.
  • The courier will provide the same base service as the standard delivery. These bulky items are very well packed and the cartons will not necessarily fit through your front door.
  • In most cases, the best way to move bulky items inside your house is to remove the carton and carefully move them through the door in just the protective fabric bag they are wrapped in.
  • It is vital you have your own assistance available on the day and are prepared to take items at your front door, unpack and take inside without any assistance from the courier.
  • It is important you have done your measurements correctly, prior to purchase as couriers cannot take returns that don’t fit on the same day and this puts you in a position where you need to secure your items until the courier can return to pick it up.
  • Please check your item once you have received it for any damage, prior to moving it inside. If you do not do this, we are unable to arrange relevant repairs of damage that may occur during transit. If you find any abnormal markings or damage, please email us your photos the same day.

These terms and conditions form part of the Agreement between the Client and ourselves. Your undertaking of a booking or Agreement indicates your understanding, agreement to and acceptance of the Shipping Terms and Conditions.

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