FAQ's

Frequently Asked Questions

 

Delivery Information

At Amart Furniture you can expect high quality service and we strive to offer you convenient, efficient and hassle-free delivery. After placing your order online, you will be contacted by your local store to arrange a time for collection from store, or delivery to your address. For more information on collections and delivery, please view our dedicated collections and delivery page.
Our friendly sales team will let you know the time frame for collection or delivery of your furniture when you are organising pick up or delivery. Although most stock on our website is able to be collected or delivered immediately, some items may take longer. This is usually as they are located at our external warehouse, or we may be temporarily out of stock; If we are out of stock, we will call you as soon as goods arrive and organise the furniture to be shipped or collected from a nearby store. Please note: We endeavour to ensure manufacturer’s delivery times are accurate, but they are subject to change from time to time.
At present, we only deliver within Australia. For all delivery enquiries please view our dedicated collections and delivery page.
Although most stock on our website is able to be collected or delivered immediately, some items may take longer to deliver. For more information please view our collections and delivery page. For information regarding a specific item, please contact your closest Amart Furniture store.

 

Missing or faulty parts and assembly

We are very sorry if you receive any item that contains missing or faulty parts. If you do require assistance with any missing or incorrectly fitting item, please use our free call number to order new parts only on:
  • All items except outdoor: 1800 351 084
  • Outdoor: 1800 009 466
If you require assistance with assembly, or are missing any items, please use our free call number:
  • All items except outdoor: 1800 351 084
  • Outdoor: 1800 009 466
We also have an assembly service available for an extra charge. When organising delivery with your store, please ask them for a quote.

 

Payment, finance & Lay-by

Once you have submitted your order online, your nominated store will ring you to arrange payment (if you chose to pay in-store or by finance) and delivery. Please note, you may be requested to show proof of ID (e.g. licence) and the credit card used to purchase the item prior to delivery.
Online we accept Visa, MasterCard and PayPal, or you can choose to pay in-store or by finance. Please note, on some orders, you may be requested to show proof of ID (e.g. licence) and the credit card used to purchase the item prior to deliver. Over the phone, we accept payment by credit card, however, at the point of delivery, the credit card holder will need to be present. In-store we accept cash, credit cards (Visa and Mastercard) or through finance (see below for details) Finance – See below.
Yes we do. Here at Amart Furniture we offer competitive interest free terms. To be eligible to apply, you must be at least 18 years of age and a permanent resident of Australia. We know your time is valuable, and with that in mind, we offer a quick and easy approval process in-store. You will need to provide us with a drivers licence (or suitable alternative photo ID), email, employer's details and contact number, agent/landlords details (if renting or boarding) and details of your income, assets and liabilities. Please note, that any application for finance is subject to terms and conditions and you successfully meeting the criteria for finance. For more information and full terms and conditions, view our finance page.
We don't offer lay-by as we have a finance solution for approved customers, which lets them take the furniture home and pay it off later. For more information, view our finance page.
Yes, Amart Furniture does sell Gift Cards in our retail stores and online here.

 

Online & Ordering Assistance

If you haven't received a confirmation email within 30 minutes of successfully placing your order then you may have incorrectly entered your email address. Alternatively, the confirmation email may have been flagged as spam. Check your junk email folders to ensure that the email isn’t there. All confirmation emails are sent from the Amart Furniture Website email address noreply@amartfurniture.com.au If it is not in your junk email folder, please contact us with your full name and order number and we can confirm your order for you.
You can make changes to your order at any time until your order has commenced processing for shipment. Please contact the store your order is being processed through, or email us if you need to change your order. However, please note that changes to a custom order may not be possible or may incur additional costs.
You can cancel your order any time if need be. If you need to cancel your order, please contact us with your order details, including order number and full name, so we can then cancel your order prior to processing. Please remember though, that if your order is a custom made item, a cancellation of the order will result in you forfeiting the surcharge paid by you when you placed the order. If we need to process a refund, note that once a refund is processed by our store, it may take up to 14 working days to appear in your account depending on your banking institution.
Occasionally an item is sold out, yet still appearing online. If it is sold out in the store you are visiting only, we’ll do our best to find the same item in one of our other stores. If the item is sold out across all Amart Furniture Stores, then we will only ship the items you ordered that are available and include details about any excluded items and provide a refund. There will also be occasions where an item has come to the end of its life cycle and has been discontinued. In this case, there may not be further stock available of the item, but please speak to our friendly sales team who will happily help you look for an alternative piece that will look just right in your home.
If you experience any technical issues whilst using the site, please contact us or your closest Amart Furniture store and we will assist you.
You can browse and search for items in a number of ways. The easiest way is to browse through our products on the top menu of the site, and then select a category. Another option is to use the ‘search a product’ field in the top right of the page underneath the navigation bar. You can use this to search for a product you may have seen on television, in the newspaper or in a catalogue.
All products are displayed and charged in Australian dollars (AUD inclusive of GST).
We aim to have a comparable range of our products available online. If you cannot find the item you want online, please contact the store you saw the product at and we’ll try hard to locate it for you.
What are Online Exclusive products?
At Amart, we’re committed to delivering the very best to your home with fresh new designs from experienced manufacturers. To provide you with a larger range at the lowest prices, our Online Exclusive collection is exclusively available to view and purchase online. Just look for the Online Exclusive call out - these special new pieces will be delivered straight to your doorstep.
 
How do Online Exclusive products work?
  1. You place your order on our website
  2. We receive your order at the “Online Excusive” warehouse
  3. Your order is packaged & delivered to you directly from the warehouse
Can I cancel an item from an order after it has been placed?
After an order has been placed cancellations may not be possible & charges for change of mind may apply.
 
Can I change the shipping address after the order has been placed?
After an order has been placed, address changes may not be possible. Once you have received tracking information from the courier please contact them directly to discuss any changes to delivery.
 
Can I add an item to an order after it has been placed?
Unfortunately not, once an order has been finalised no additional items can be added. A separate order would need to be placed.
 
Can I hold an item from being shipped?
Unfortunately not, once an order has been finalised, the estimated lead times will be accurate. We are unable to hold orders.
 
What if an item arrives with missing parts?
In the unlikely situation you have received an Online Exclusive item with missing parts, please contact us via this form www.amartfurniture.com.au/contact-us ideally within 3 business days of receiving your delivery.
 
What happens if I am missing an item from my order?
If the tracking for the missing Online Exclusive items shows as delivered then please let us know within 3 business days which item is missing and we will further investigate this. Click here to contact Customer Care.
 
What happens if I receive the incorrect item?
In the unlikely situation you have received an incorrect item, let us know as soon as you can, ideally within 3 business days of receiving your delivery. We will work with you to rectify this situation in timely manner. Click here to contact Customer Care.
 
Do you deliver to PO Boxes or parcel lockers?
No, we cannot deliver to PO boxes or Parcel Lockers because they're usually too small to accept most of the items we sell.
 
How do I track the status of my delivery?
Once your items have shipped out you will get a notification and a tracking number attached to it. This tracking number will be linked to the courier tracking website and if you click on it, it will allow you to track the status of your order. In some cases, tracking updates could take 24 hours to update accurately.
 
What are normal delivery hours?
Our couriers deliver Monday to Friday between business hours which are 8 am to 6 pm.
 
Do you ship outside of Australia?
No, Amart Furniture currently only ships Australia wide.
 
Do you offer express postage?
Unfortunately we don’t currently offer an express delivery service.
 
Can I nominate a date and time for delivery?
Unfortunately, it is not possible to request a specific delivery date or time.
 
Will all items be delivered at the same time?
We will endeavor to send all Online Exclusive products from the same order in one delivery. Additional orders will incur separate shipping costs and delivery times. Please note any order that includes items outside of the Online Exclusive range that also require delivery will have a separate delivery charge & time identified at checkout.
 
Can I add an authority to leave if I know I wont be home?
Yes, when entering your delivery information there is a section for you to add an authority to leave.
 
Can I make special delivery instructions?
It would be best to contact the courier to leave any special delivery instructions after you receive the shipping and tracking notification for the order.
 
How do I work out shipping costs?
If you add the item/s into your shopping cart and then enter your postcode, you will then be given the anticipated price for the Online Exclusive item/s inclusive of shipping and GST. This price will be confirmed at checkout.
Please note any order that includes items outside of the Online Exclusive range that also require delivery will have a separate delivery charge & time identified at checkout.
 
Can I pick up my order?
Unfortunately, we don’t offer pickups from our suppliers warehouse or the Amart Furniture stores for any of our Online Exclusive products.
 
What couriers do you use to deliver Online Exclusive items?
Amart Furniture has a range of couriers that deliver our Online Exclusive orders.
We ship via Fastway, Allied Express and other standard or specialty couriers services depending on the size and weight of an item.
 
Can I arrange my own courier?
Unfortunately, you are unable to arrange your own courier for delivery. You would need to have the Online Exclusive item/s delivered by our assigned couriers.
 
What happens if I am not home to accept the delivery?
If no one is present when the delivery is made and authority to leave has not been given, the courier will leave a calling card explaining how to collect or arrange re-delivery. Please note an additional cost may apply for re-delivery that will be payable to the courier.
 
Why do I get charged an extra fee when I add more items?
Shipping costs are calculated based on the total weight and size of each item in the order. Additional items added to the order may increase the shipping costs.
 
What are your delivery timeframes?
Once you’ve received your order confirmation email, please allow:
Metro delivery: Within 7 business days
Regional delivery: 7 - 14 business days
Remote delivery: Within 21 business days
Tracking information will be emailed to you upon dispatch.

 
What is authority to leave?
When you give authority to leave, you’re allowing our couriers to leave the package unattended at your address without a signature.
Please note:
  • If the carrier believes the location is not secure, they will not leave the package unattended
  • If you opt to leave your order unattended, Amart Furniture will not be responsible for any lost or stolen packages

 
Will I have to sign for my delivery?
If you provide authority to leave during checkout, you will not be required to sign for your delivery.
If you don’t provide authority to leave, you may be required to sign for your delivery.

 
I didn’t arrange with the courier for re-delivery, and it’s been returned to sender. What happens now?
Once the package is returned to our warehouse, we’ll refund the cost of the items, excluding any delivery fees and any additional fees incurred by Amart.

 
Can I Click and Collect my Online Exclusive order from a Amart Furniture store?
Unfortunately, we do not offer Click & Collect service for Online Exclusive products.
 
What is your returns policy?
If you change your mind, you may return the product within 30 days of purchase for a refund less any shipping costs or fees incurred by Amart. The product must be in an unassembled condition, in the original packaging. To return your product, please complete our customer contact form and our Customer Solutions Centre will be in contact to assist further.
If the product is damaged or not fit for purpose, please refer to our Quality Guarantee section of our website here - Quality Guarantee to make a claim. Our Customer Solutions Centre will then be in contact to assist further.
 
What costs are associated with returning an item?
You will be responsible for all shipping charges to facilitate a change of mind return. Your initial shipping charge is non-refundable and you will also be charged the shipping costs & any extra charges incurred by Amart to return the item back to the Online Exclusive warehouse.
 
I don’t have the original packaging, can I still return the product?
Returns for change of mind must be in “as-new condition” where upon return we are able to sell to another customer. In order for us to offer a refund minus any applicable charges, the product must be in the original packaging, not used, assembled or damaged.
 
I have used the product, can I still return it?
No, we only accept returns for item/s that are unused.
 
Will I receive a refund, if I return the product?
All change of mind returns will receive a refund minus any shipping costs.
 
Can I arrange my own courier for the return?
No, unfortunately, in order to monitor the status of the return we need to book the labels under the Amart Furniture courier accounts.
 
Can I exchange an item instead of returning it?
Unfortunately, it is not possible to exchange an item. After a return is completed a new order can be created.
 
What is the quality guarantee for Online Exclusive products from Amart Furniture?
Most items from the Amart Furniture Online Exclusive range come with a 2 year standard quality guarantee unless otherwise specified on the product description page. If an issue does arise please refer to our Quality Guarantee section of our website here - Quality Guarantee to make a claim. Our Customer Solutions Centre will then be in contact to assist further.
 
What payment options are available online?
We offer payments via Visa, MasterCard, PayPal or Gift Cards.
 
Can I find Online Exclusive products in my local Amart Furniture store?
Online Exclusive products are sold online and delivered directly to customers from the warehouse via couriers. This means you won’t be able to find Online Exclusive products available for purchase in your local Amart Furniture store.
 

 

Returns, Refunds, Exchanges & Policies

Amart Furniture aims to make your purchasing experience as easy as possible, however, we understand that some items are not always suitable and need to be returned. Items purchased on the Amart Furniture website may be returned for exchange or a refund at any Amart Furniture store. Your receipt or proof of purchase must be presented at the time of any refund or exchange. Please note, your confirmation email is not proof of purchase you will need your invoice or delivery note. For our full return, refund and exchange policy, please visit our return, refund and exchange page.
We want your online shopping experience at Amart Furniture to be as seamless and enjoyable as possible. For questions, compliments, concerns or comments relating to the website or online shopping, contact us. For all other Amart Furniture enquiries (e.g. stock locations, opening hours, careers) please call your closest Amart Furniture store. If this doesn't answer your question or you have a specific query please email us.

 

Products & packages

The furniture on on our website has dimensions that specify the height, depth and width of a product. You can use these dimensions to measure a space.
Yes we do. Please view our catalogues or see our range of furniture packages online.
You can up-size a package deal, (e.g, changing the bed from a queen to a king, or the sofa from a 2-seater sofa to a 3-seater chaise), although this will incur an extra cost. Downsizing package deals is not possible as the package has been put together and priced based on volume buying.

 

Promotions

Subscribe to our eNewsletter by entering your details below, and we will keep you up-to-date with special promotions and new product information.