Delivery and Returns

frequently asked questions

 

Delivery

 

Do I have to pay delivery? Can I collect my items from the your showroom for free?

You are welcome to pick up your item/s from our showroom in St Peters instead of paying for delivery. However, we have very limited storage space, so will only be able to store your item/s for one week from notifying you that is has arrived. Please ensure you bring along a helper to assist you for heavier items, as our team will not be able to assist you (that is what our delivery guys are for!). Showroom pick up is not available for sofas.

 

Who delivers my items?

We use delivery companies that we know and trust. When you place your order with us, the delivery team will contact you to organise a time that suits you. Please note that they are third party companies, and not a part of Project 82, therefore we do not have complete control of the delivery process. We will do our best to ensure that this process runs smoothly.

 

My delivery is due to come today. When will they arrive?

We do our very best to make sure that our deliveries take place on the time specified by our drivers – however sometimes this isn’t always the situation. The drivers often have to carry sofas up flights of stairs, assemble new furniture, remove old furniture, and get through Sydney traffic – this takes time. If you’re experiencing extremely long waiting times please contact us, otherwise please be patient, they are on their way.

 

What if I’m not home when the delivery takes place?

The courier company will contact shortly after your order is placed to arrange a date and time that best suits you. If you have made arrangements with them, and are not home on the day without advising Project 82 or the carrier, the second visit will be at your expense.

 

Why is my delivery expensive?

Our delivery service ensures that you get your products when it suits you. Your delivery cost is calculated by the nature and quantity of the items, and hourly rate for distance traveled. Our drivers do a great job, and it’s hard work – and like many services, that doesn’t come cheap. If you would prefer a cheaper option, we can organise an alternate courier service for you, but we will not be responsible for any problems that arise.

 

 

Returns

 

What if I change my mind?

If you change your mind within 72 hours of placing your order, you may cancel or make changes your order -please contact us to discuss. After this 72 hour period, we cannot cancel or make changes to your order.

If you are not happy with your order when it arrives at your home, you will need to notify us within 72 hours, and we can organise an exchange for something that you love. We do not offer refunds for change of mind after delivery. You will be responsible for any costs that incur in returning these products back to us in their original condition and packaging.

Custom items are not refundable or exchangeable. We try to ensure that you have all the necessary information before making purchases of custom items. This often encompasses inspecting our floorstock, making samples available to you, drafting custom sofa configurations, and presenting a library of images. Custom items have been designed for you - and are often difficult to resell.

 

What if my item arrives damaged?

Oh no! First things first. Take a photo of the damage, and give us a call. Once we have understood what has happened, we will contact our supplier to notify them and discuss the solution going forward. As each supplier we work with has a different process for returns,  we appreciate your patience while we fix the problem for you. All claims need to be made within 72hrs of the damaged item arriving at your home. Any damaged claims made after the 72hr period will not be subject to return/refund/exchange. Please refer to the Terms & Conditions page on our website.

 

What if my item is faulty?

All fault claims need to be made within 72hrs of the faulty item arriving at your home. Any faulty items that develop over time will need to be assessed on a case-by-case basis. Most of our supplied items have their own structure for dealing with faulty items so we do appreciate your patience while we process your claim. We will ensure the problem is resolved for you.