FAQ
De Harmonia – Frequently Asked Questions (FAQ)
Orders & Products
Where do you ship?
We currently ship to Australian residential and business addresses only.
Do you offer international shipping?
Not at this time.
Why did my order arrive in multiple parcels?
Some items ship from different warehouses or suppliers, so your order may arrive in separate deliveries with separate tracking numbers.
Does furniture arrive assembled?
Many furniture items arrive fully assembled, while others require simple “soft assembly” (e.g., attaching legs). If assembly is required, it will be stated on the product page where possible.
Shipping, Delivery & Tracking
How long does dispatch take?
In-stock items are typically processed in 1–3 business days after payment. Pre-Order/On-Demand items take longer and will show an estimated dispatch timeframe where possible.
How long does delivery take?
Delivery time depends on your location (metro vs regional/remote), the size/weight of the item, and courier performance. We provide estimated timeframes in our Shipping Policy (not guaranteed dates).
How do I track my order?
Once dispatched, you’ll receive tracking details (where available) by email. Some couriers also send SMS/email updates.
Do you offer express shipping?
Generally, no. Our suppliers use standard courier/freight services selected based on item size, safety and destination.
Do I need to be home for delivery?
It depends on the courier and the item. Some deliveries can be left in a safe place (Authority to Leave), while bulky freight requires someone to receive the delivery. “Do I need to be home?” is one of the most common delivery questions for furniture retailers.
What is “Authority to Leave (ATL)” / “Safe Drop”?
If ATL is available and you choose it, the driver may leave the parcel in a safe location. Once the courier records it as delivered, responsibility passes to you.
Apartment deliveries: will you bring it upstairs / inside?
Most couriers deliver to the building entrance, foyer or loading area. Carrying items upstairs, into rooms, or inside apartments may not be available.
Can you deliver to a PO Box or Parcel Locker?
Usually not for bulky furniture. Small parcels may be possible depending on the courier.
How are shipping fees calculated?
Depending on the product, shipping may be included in the price (Free Shipping) or charged at checkout based on size/weight and destination. Regional/remote surcharges may apply.
Do regional/remote postcodes cost more?
Often yes—heavy/bulky freight to non-metro postcodes can be significantly higher. If your postcode isn’t covered by our standard rates, we may provide a custom quote before shipping.
Can I change my delivery address after ordering?
Please contact us ASAP. If the order has not dispatched yet, we may be able to update it. Once dispatched, address changes may not be possible.
What happens if I enter the wrong address?
We ship to the exact address provided at checkout. If the address is incorrect/incomplete and delivery fails, return-to-sender/redelivery charges may apply. If a parcel is delivered to the address provided (even if it was wrong), we may not be able to recover it.
What happens if my delivery is missed / I’m not at home?
If the courier can’t safely leave the item, they may card you for depot collection or attempt redelivery. Missed deliveries are a standard scenario in home delivery FAQs.
Do you charge for redelivery?
We include the first delivery attempt. Where feasible, we may organise one courtesy redelivery. Additional attempts, storage, or return-to-sender charges may be payable (see our Shipping Policy).
Returns, Refunds & Cancellations
Can I return an item if I change my mind?
Change-of-mind returns are available only for eligible items and must meet our conditions (unused, resaleable, original packaging, within the specified timeframe). Many bulky/custom items are excluded.
Are bulky / large furniture items eligible for change-of-mind returns?
Generally, no (especially large/bulky and custom/on-demand pieces). Please check the Returns & Refunds Policy before ordering.
What if I cancel after dispatch?
If you request cancellation after dispatch, this is treated as a change-of-mind cancellation where eligible. Refunds (if applicable) may be reduced by actual freight, storage, return-to-sender and restocking fees. For non-eligible items, cancellation may not entitle you to a product refund.
What if I no longer want the product after failed delivery attempts?
If the item is eligible for change-of-mind returns, any refund may be reduced by actual freight and return costs. If the item is not eligible for change-of-mind returns, you may remain liable for the product cost and freight already incurred (except where ACL requires a different remedy).
What if my order arrives damaged or faulty?
Contact us within 2 days with photos of the product, packaging and label. If the issue is covered by the Australian Consumer Law, you may be entitled to repair, replacement or refund depending on the circumstances.
How long do refunds take?
Once approved, refunds are processed back to the original payment method. Banks can take additional time to show the funds.
Warranty, Consumer Guarantees & Product Care
Do your products come with a warranty?
Your purchase is covered by Australian Consumer Law consumer guarantees. Some items may also include a manufacturer/supplier warranty where applicable.
What should I do if I need spare parts or hardware?
Email us with your order number and photos of the missing part/hardware. We will liaise with the supplier to assist where possible.
Do you offer assembly or installation services?
Not at this time.
Do you remove packaging or take away old furniture?
Not currently.
Contact
How do I contact you?
Email: de.harmonia.store@gmail.com
Please include your order number and postcode so we can help faster.