CHRISTMAS AND NEW YEAR DELIVERIES
Due to the high volume of orders at this time, combined with the impact that COVID has had on courier transit times, we are unfortunately unable to guarantee our regular delivery times. But please bear with us as we are working to deliver orders as quickly as possible.
DO YOU OFFER TRADE PRICING?
Yes we offer trade pricing. Please contact us with your business name and ABN either on 03 9005 6253, or email firstname.lastname@example.org We would be happy to provide you with a quote for your next project.
ARE YOUR PRODUCTS ORIGINALS?
Yes our products are all originals. We do not sell replica items.
HOW DO I ORDER SOMETHING?
To make a purchase, click on the "Add" button and follow the page prompts for quantity after you have added the items to the shopping cart. Enter your billing, shipping, and credit card details. The final page of the sequence is the order review page, where you should check all the details to make sure everything is entered correctly. Once you click the "Checkout" button, we will process your order. All prices are shown in Australian dollars (AUD).
Surrounding Australia Pty Ltd takes care in presenting the colour of products as accurately as possible, however it must be noted that computer/tablet/mobile devices all differ in terms of screen quality and colour representation. If you are unsure of the colour, please contact us and we my be able to assist you with viewing swatches or samples.
THE PRODUCT OR COLOR IS NOT DISPLAYED, CAN I STILL ORDER IT?
Some products are available in a range of colors, finishes and/or configurations, and ordering them may require special assistance. If you have a complicated request, please contact a sales associate at email@example.com. Our sales associates are here to help you. Items that are custom-ordered may not be returned for a refund or exchange.
WHAT TYPE OF CREDIT CARDS DO YOU ACCEPT?
We accept Visa and MasterCard, Amex and PayPal. PayPal has over 20 million registered users and over 3 million business accounts. To find out more about PayPal please visit www.paypal.com
DO YOU SHIP TO NEW ZEALAND OR INTERNATIONAL?
We can also arrange international deliveries to certain countries. Please contact us to receive an international shipping quotation - we do not accept orders from overseas customers through the website. Some orders are subject to state sales tax will be billed to you upon arrival in your country. You will be required to email a copy of your photo ID i.e. driver's license or passport, before we ship.
ORDERING ITEMS WITH A DELIVERY TIME OF 10 WEEKS AND OVER
For furniture and lighting that carry a lead-time of 10 weeks and over, you can place a 50% deposit to place the order. This deposit is non-refundable. We will contact you just prior to the item arriving to organise the balance of payment and delivery. We will store items for you free of charge for three weeks once they arrive, after this, storage fees will apply. If the balance payment is not made on an item four weeks after it has arrived, we reserve the right to cancel your order and your deposit will be forfeited.
Please contact us to arrange a 50% deposit as this option is not offered on the website.
DO YOU SEND ORDER CONFIRMATIONS VIA EMAIL?
The first email we send confirms your order, as well as your shipping address and other delivery information. Subsequent emails confirm that your order has been shipped, and provide tracking details.
HOW LONG DOES DELIVERY TAKE?
Delivery time frames are between 2-5 days and up to 16 weeks, as some of the furniture is shipped from Europe on demand. The delivery times are shown either next to the truck symbol below the add to cart button, or in the product colour dropdown menu. Please feel free to call us on 03 9005 6253 if you would like assistance with a product lead time.
HOW WILL MY ORDER BE DELIVERED?
Parcels are sent via courier, so we are unable to deliver to PO boxes. If there is nobody present to sign, the merchandise will be taken back to the courier depot and a card will be left with a number for you to contact to arrange a free redelivery.
You can also provide the courier with "authority to leave the parcel". This means that no signature is required and the courier can leave the parcel at your door or where specified. This also means that you take full responsibility for the safety of the merchandise once it is left by the courier. You can enter "authority to leave" into the customer comments box when you place your order and checkout.
If you have a small parcel, it may be more convenient to have it delivered to your work address.
It is the customer's responsibility to provide the correct delivery address, and an address which is accessible by the courier. If an incorrect address or non-accessible address is supplied, the customer will be required to pay for the redelivery cost.
HOW MUCH DOES DELIVERY COST?
Delivery is calculated at the checkout and is specific to each item, as we have many products in various weights, sizes and levels of fragility. You can view the cost of delivery by checking your shopping cart - this will calculate the price when you enter your state and postcode.
If you would like to return an item, you can exchange it for another item or receive store credit. We only issue refunds if a product is found to be faulty.
HOW DO I RETURN SOMETHING?
To make a return, you must contact customer care within 7 days of receipt of the merchandise to receive a return authorisation. It will be the customer's responsibility to send it back, however if the item is large or particularly fragile, we can arrange for you to use our courier service. Provided the item arrives in the original condition, unused and in the original packaging, we will provide you with a store credit (less any courier costs) or item for exchange. Unfortunately light globes cannot be returned. Refunds are only given in the case of faulty products.
If you believe an item is faulty or damaged, contact Customer Service within 7 days of receipt of the item. We will either ask you to send us images of the item or we will arrange for a courier to have the merchandise picked up from you.
All fittings have a minimum 12 month warranty if installed by a qualified electrician. Plumen and LED globes carry a 12 month warranty. All other globes are not covered by a guarantee or warranty.
We may need to have the item assessed by the manufacturer to determine whether or not you are entitled to a refund. Most items have a manufacturer’s warranty. Note Surrounding Australia Pty Ltd will, at all times, honour its obligations under the Australian Consumer Law. The costs associated with a claim made against these warranties (i.e. postage) are to be borne by the customer.
Special Orders - (Made to Order or Custom Orders) are not covered under the return policy. These products are custom made to your specification, (size, color, style, finish, fabric) or are products that are specially imported for you. These products are non returnable and cannot be exchanged.
Trade orders, discounted orders and sale orders are not covered under the return policy - products cannot be exchanged or returned. Merchandise will be replaced or repaired if found to be faulty.
Surrounding is not responsible for customers who do not follow our return procedures and return policy.
It is the customer’s responsibility to engage the services of a qualified electrician to install any light fittings. The customer is also responsible for inspecting the fittings to ensure that it meets their standards prior to arranging installation by the electrician.
WHAT IS YOUR COMPANY POLICY?