Shipping policy

Shipping Policy – De Harmonia

Last updated: 15 December 2025

1. Where we ship

We currently ship to Australian residential and business addresses only.
We do not offer international shipping at this time.

Some very remote locations, islands or hard-to-access areas may require a manual freight quote, or may not be serviceable for bulky items. If this affects your order, we will contact you to discuss options or provide a full refund.

2. Our suppliers & fulfilment partners

We work with a small group of trusted Australian and international suppliers who dispatch orders directly from their own warehouses.

  • Your order may be shipped from different locations and arrive in separate parcels.
  • Packaging is usually plain / white-label, so parcels may not show the De Harmonia name on the box.
  • Most furniture items are shipped fully assembled, although some products may require simple “soft assembly” (for example, attaching legs). Clear instructions are provided when assembly is required.

3. Order processing times

In-stock items

  • Orders are usually processed within 1–3 business days after payment is received.
  • Once your order has been dispatched, you will receive a shipping confirmation email with tracking details (where available).

Pre-order / On-Demand items

Some items are marked as Pre-Order or On-Demand (made to order or not held in regular stock). These products have longer lead times because they are produced or imported specifically for your order.

  • Estimated dispatch timeframes will be indicated on the product page where possible, or provided to you by email after you place your order.
  • If there is a significant delay beyond the estimate, we will contact you. Under the Australian Consumer Law (ACL), if goods are not supplied within a reasonable time, you may be entitled to a remedy and we will work with you to resolve it.

4. Delivery timeframes

Delivery times depend on:

  • your delivery address (metro vs regional / remote)
  • the size and weight of the item
  • which warehouse the item ships from
  • local courier performance and peak periods (for example, Christmas, Black Friday or major weather events).

As a guide only:

  • Metro areas in NSW, VIC, QLD, ACT, SA:
    usually 3–10 business days from dispatch.
  • Metro WA & TAS:
    usually 5–12 business days from dispatch.
  • Regional & remote areas (including parts of WA, NT, SA, QLD, TAS):
    usually 7–15+ business days from dispatch.

These are estimates and not guaranteed timeframes. We do not promise a fixed delivery date, but we will choose reputable freight partners, provide tracking where possible, and assist you in following up any delays.

5. Shipping methods & tracking

We ship using reputable national freight and courier partners selected by each supplier (for example, road freight carriers or parcel couriers).

Most deliveries include tracking. Once your order ships, you’ll receive:

  • a tracking link (or consignment number), and
  • any available notifications from the courier (for example, SMS or email when the parcel is out for delivery).

For bulky furniture, the carrier may contact you to book a delivery day or time window. Please ensure your contact details and phone number are correct at checkout.

6. Shipping fees & how they are calculated

We use a combination of:

  • shipping included in the product price for many items (especially décor and selected furniture), and
  • fixed or weight-based delivery fees for bulky or heavy items, and for regional / remote postcodes.

What you see at checkout will depend on the items in your cart:

  • For most standard-sized products, you will see “Free Shipping” or a low flat fee at checkout. The base delivery cost has already been considered in our pricing.
  • For larger or heavier furniture, you may see a shipping fee based on size/weight and your state or region (for example, different rates for metro vs regional WA / NT / TAS). These rates are set using our internal shipping tables that reflect average courier costs from our suppliers’ warehouses.

Any applicable delivery fees will be clearly displayed at checkout before you confirm payment.

7. Regional & remote surcharges

Because furniture is heavy and bulky, courier surcharges for non-metro and remote postcodes can be significantly higher.

Where possible, we show a fixed regional surcharge at checkout based on the weight category of your item and your postcode (for example, Medium / Large / Extra-Large).

If your postcode falls into an area that our standard rates do not cover, we will:

  • contact you with a customised freight quote before shipping, or
  • offer you the choice of cancelling the order for a full refund if the freight cost is not acceptable.

8. Packaging & presentation

We take care to ensure your order is safely packed:

  • Furniture and décor items are typically packed in strong, export-grade cartons, with internal protective materials such as foam, corner protectors and cardboard inserts to minimise transit damage.
  • Many items are shipped fully assembled; others may arrive flat-packed with simple assembly steps. Any assembly required will be noted in the product description where possible.
  • Because we ship on a white-label basis through our suppliers, outer cartons may look plain / unbranded.

Please retain all original packaging until you have fully inspected your order, in case a return or inspection is required.

9. Delivery requirements, access & missed deliveries

9.1 Access

It is your responsibility to ensure that the delivery address is accessible for the type of vehicle normally used by couriers (for example, standard truck or van access).

For apartments or units, the driver will typically deliver to the building entrance or loading area. Delivery beyond this point (for example, up lifts or stairs) is at the driver’s discretion and may not always be possible.

9.2 Authority to Leave (ATL)

Some couriers allow you to give Authority To Leave in a safe place without a signature. If you choose this option, you accept responsibility for the parcel once the courier records it as delivered.

9.3 Missed deliveries & re-delivery

If you are not available at the time of delivery and the courier cannot leave the parcel safely, you may receive:

  • a card to arrange re-delivery or depot collection, or
  • a notification via SMS or email.

If one or more delivery attempts are unsuccessful, the parcel may be returned to the depot or sender. In such cases, additional re-delivery or return-to-sender fees may apply. See section 12 – Undeliverable orders, failed deliveries & cancellations for details on how these costs are handled.

9.4 Incorrect or incomplete delivery addresses

Please ensure that your shipping address and contact details are complete and accurate at checkout. We ship your order to the exact address provided by you.

If an order cannot be delivered because the address provided is incorrect, incomplete or outdated, our freight partners may return the shipment to their depot or to our supplier. In these cases, the goods are not considered faulty and the situation is not treated as a failure to supply under the ACL. See section 12 for details on re-delivery, charges and cancellations.

10. Damaged or incorrect items on delivery

We pack and ship carefully, but occasionally things can go wrong in transit.

Please inspect your order as soon as it arrives and contact us promptly if:

  • the item is damaged,
  • you suspect transit damage to the box (crushing, punctures, wet cartons), or
  • you have received the wrong item or missing parts.

Where possible, take clear photos of:

  • the outer packaging,
  • any visible damage, and
  • the product itself.

We will liaise with our supplier and the freight partner to organise the appropriate remedy in line with our Returns & Refunds Policy and your rights under the Australian Consumer Law (which may include repair, replacement or refund, depending on the nature of the problem).

11. Shipping for returns & change-of-mind

How shipping is handled for returns depends on the reason:

Faulty, damaged or mis-described products

If your item has a problem covered by the consumer guarantees, we will arrange and cover the reasonable return shipping costs, or provide a pre-paid label / courier booking where appropriate.

Change-of-mind or “not quite right” returns (where accepted under our policy)

For products that are eligible for change-of-mind returns under our Returns & Refunds Policy:

  • You are responsible for the cost and organisation of return shipping to the address we specify (which may be a supplier warehouse).
  • Any original shipping surcharge you paid (for example, for bulky or regional delivery) is non-refundable for change-of-mind returns.
  • Items must be returned unused, in resaleable condition and in the original packaging (including all protective materials and hardware).

Full details, including which items are and are not eligible for change-of-mind returns (for example, large/bulky furniture, custom items, sale items, etc.), are set out in our Returns & Refunds Policy.

12. Undeliverable orders, failed deliveries & cancellations

Our freight partners will attempt delivery to the address and contact details you provide at checkout.

If a delivery attempt fails because no one is available to receive the order or access is not possible, the parcel may be taken to a local depot or returned to the carrier’s facility. In some cases, our freight partners charge redelivery or storage fees.

First delivery attempt – included in your original shipping cost.

One courtesy redelivery – where feasible, we will organise one additional delivery attempt at no extra cost to you. This is a goodwill gesture and does not apply where the issue is due to incorrect address details or repeated refusal of delivery.

Further attempts and return-to-sender – if a third delivery attempt is required, or if the order is returned to our supplier because it was not collected or could not be delivered after reasonable attempts, any additional freight, storage or return-to-sender charges will be the responsibility of the customer.

We will advise you of these charges in advance and may:

  • request payment of a redelivery fee before arranging another delivery; or

  • deduct actual freight and handling costs from any refund, where appropriate and permitted by the Australian Consumer Law.

If you anticipate any difficulty receiving your order (limited access, restricted hours, etc.), please contact us before dispatch so we can discuss the best delivery arrangements.

Customer cancellations after failed delivery (third attempt scenario)

If, after reasonable delivery attempts (including one courtesy redelivery), you decide you no longer want the order and ask us to cancel it while the goods are in transit or held at a depot, we will handle your request as follows:

  • Items eligible for change-of-mind returns
    Where the goods are eligible for change-of-mind returns under our Returns & Refunds Policy and are returned to our supplier in resaleable condition, we will treat this as a change-of-mind cancellation. Any refund will be made minus the actual freight, redelivery, storage and return-to-sender charges incurred with our freight and supplier partners, as well as any applicable restocking fees, except where we are required by the Australian Consumer Law to provide a different remedy.

  • Items not eligible for change-of-mind returns (e.g. large/bulky furniture, custom or made-to-order pieces and other excluded categories)
    Your cancellation request does not entitle you to a refund of the product price. You remain liable for the full product price and any freight charges already incurred, except where the Australian Consumer Law requires us to provide a different remedy (for example, if the goods are faulty or misdescribed).
    Any refund, store credit or other concession in these circumstances will be at our discretion and may be subject to deduction of all actual freight, storage, return-to-sender and restocking costs charged by our freight and supplier partners.

13. Changes to this policy

We may update this Shipping Policy from time to time to reflect changes to our business, suppliers or legal obligations. The version published on our website at the time you place your order will apply to that order.

14. Contact us

If you have any questions about shipping, delivery or tracking, please contact us at:

De Harmonia
Email: de.harmonia.store@gmail.com