FAQ

 1. What is TheQueenFurniture.com.au?

We're an online-only retailer dedicated to make the process of shopping for furniture easier, so you can spend more time lounging in that recliner and less time shopping for it. 

2. Is it safe to order online from TheQueenFurniture.com.au?

We know that the safety of your personal information is extremely important, we protect all of your personal data. We even go one step further and manually verify the legitimacy of all orders placed with us. For more information about how we keep your info safe, check out our Privacy Policy.

3. Do you have any physical locations?

TheQueenFurniture’s only home is here on the web.

 

 ORDERING

1. What do you do with my information?

We use your info to fulfill your order accurately and quickly, and to improve your shopping experience. We respect your privacy and never share this information with anyone, except in connection with your order. If you want to know more, take a look at our Security and Privacy. 

2. How do I track my order?

To view the status of your order, simply log in to your account and click “Order Status.”

3. Can I edit my order once it has been placed?

Sure thing! Just get in touch with our Customer Care team as soon as possible and they’ll help you with any necessary changes.

4. Can I cancel my order?

Orders can be cancelled within 48 hours of your online order and as long as they are still with the manufacturer. To cancel, please contact our Customer Care team as soon as possible. If the order has already been left the manufacturer and shipped, no cancellation is acceptable.

 

DELIVERY

1. Where do you deliver?

We deliver only within the mainland of Australia (currently only to Brisbane, Sydney and Melbourne).

2. How much does delivery cost?

Delivery charges vary depending on where you live and the type of merchandise ordered. An estimated delivery cost will be shown in the shopping cart and the final cost of your delivery is displayed on Step 2 of the ordering process, after you enter your delivery address. Surcharges apply for deliveries to high-rise buildings; check with our Customer Care team if you have any concerns.

3. When will my order be delivered?

When your order is arrived in your town, our Customer Care team will call you to personally schedule the delivery.

4. Why do some products have different delivery dates than others?

There are times when the demand for a particular furniture collection or individual item is higher than anticipated. In these cases, we will contact you and notify you via email or phone.

5. Will my furniture be assembled for me?

You’re responsible for any products that have been specified as “Customer assembly required,” but we’ll handle the rest!

 

WARRANTY & RETURNS

1. What if my merchandise arrives damaged?

Our delivery teams treat your order with care so it can arrive in the best condition possible, but if there is any visible damage on the merchandise or to your home during the delivery process, please notify our delivery team and make sure it is recorded in the delivery paperwork. Then, contact our Customer Care team within 72 hours of the delivery so we can try to repair or replace the damaged item as soon as possible.

2. Does TheQueenFurniture offer a warranty?

Upon delivery, we offer a one-year warranty to the original purchaser and delivery address. (Accessory items are warranted for a period of 90 days.) Under conditions of normal use, we’ll repair any defect in workmanship at no charge during that one-year period. If the item can’t be repaired to factory specifications, it will be replaced with the same or comparable merchandise. If the same item is not available, we will issue a full credit toward new merchandise. 

This warranty is void if the merchandise suffers damage caused by abuse, negligence, accident, relocation, repairs or tampering. Merchandise sold “as is” or used for commercial purposes are not covered by warranty. We do not guarantee fabrics against wear, fading, color fastness or any damage that occurs during the cleaning process.  

3. Can I return something (post delivery) if I don't like it?

"We are happy to exchange your item to other items in stock within 24 hours after the delivery. Any exchange is subject to additional fee (pickup the old item and delivery of the new item). Please contact our Customer Service team for more information.

The new item should be valued equal or greater than your original item.

 

PAYMENT & PRICING 

1. What kinds of payment do you accept?

We gladly accept Visa, MasterCard, and American Express. Surcharge of 2% applies Visa and MasterCard and 4% to American Express.

2. When is my credit card charged?

There may be an initial authorization of your card once you submit your order online; however, your card is only charged once the order is processed.

3. What happens if there is a pricing error?

We do our best to provide accuracy in the pricing and other product information displayed on our website, but mistakes sometimes happen. In such cases, TheQueenFurniture expressly reserves the right not to honor pricing errors found on this website when accepting an online order. If an error occurs, we’ll let you know and cancel the order. Any authorized payments for that order will be immediately refunded. If you find an error once your order is delivered, please contact our Customer Care team or refer to our return policy.

 

SPECIAL ORDERS

1. I'm buying on behalf of a charitable organization. How can I get my tax exemption?

We’re happy to accept orders for tax exempt organizations as long as the merchandise is being delivered to the same address as is on the tax exempt certificate. The original order will include the tax, but once a copy of the certificate is obtained, we’ll promptly issue a refund equal to the tax amount. Please contact our Customer Care team for assistance after you’ve placed your order.

2. Do you work with design professionals?

We love working with designers and will go the extra mile to help professionals who are looking for furniture for their clients. For more details, just Contact us!

3. Do you offer discounts on bulk orders?

Hotels, realtors and other professionals who need a lot of furniture, fast, rely on us to help make their spaces look fabulous. For these special bulk orders, we can even provide special pricing! For more details, just Contact us!

 

Account Information

1. How do I change my account information?

To change your account information, log on to your TheQueenFurniture account and make any necessary changes to your address, e-mail, phone number, password or payment options. Please note that these changes will not apply to any orders that have already been placed. To change that information for an order, please contact our Customer Care team.

2. What do I do if I forget my password?

Go to the log-in area of TheQueenFurniture website and select “Forget Your Password?” Enter your e-mail address and Date of Birth and we’ll send you your account password. 

3. Why do you ask for my zip code before shopping?

Knowing your Postcode allows us to tailor the shopping experience to you, specifically. If we know where you are, we can show any special pricing available in your area and customise the catalog to only show furniture that can be delivered to you. Bonus: we can also show you an estimated delivery date before going through the whole checkout process.

 

Not listed? Contact us please and our Customer Service is more than happy to answer all your questions.