Shipping policy

 

You can place an order with us either online or in-store for delivery (if your location is within our service area) or in-store collection.


Items that are In Stock 

Collecting in-store

For items that are in stock, your order will be ready for in-store collection within 2 business days. Once your order is ready, we will contact you to schedule a pickup date and time (during business hours) from our store location in Seven Hills. Collection of items in-store incur no delivery fees. Couch Online is not liable for any damages incured from collection by you or any transport carrier you engage.

Delivery 

If you choose delivery, any applicable fees will be calculated at checkout. Once your order is ready, we will contact you to schedule a delivery date. In stock orders for delivery will be dispatched within 10 days of the order being received. We will make every reasonable effort to have your items ready by the agreed date.

You will receive a call at least 48 hours before the scheduled date with a four-hour delivery window (during business hours) in which your items will be delivered.


Bespoke or Made-to-Order Items 

At Couch Online, our made-to-order items are crafted with care and precision to ensure the highest quality. As a result, these items require a production and shipping timeframe of approximately 8 to 12 weeks.

Production & Shipping Timeframe

  • Once your order is placed, the manufacturing process will begin.
  • Standard production and shipping take at least 8 to 12 weeks, though this may be extended during peak periods.
  • We appreciate your patience as we work to create your custom piece.

Delivery & Collection

  • Once your order arrives in Australia and is ready for delivery or collection, we will contact you to arrange a suitable date.
  • Delivery: Delivery fees will be calculated at checkout. After your bespoke item(s) arrive at our store, they will be dispatched within 10 days to your delivery address. You will receive a call at least 48 hours before the scheduled date with a four-hour delivery window (during business hours) in which your items will be delivered.
  • Collection: If you choose collection, we will provide details on when and where your item will be available.


Delivery Requirements

Once confirmed, collection or delivery dates cannot be changed or canceled without our consent. If you need to change your scheduled delivery date/time, give us a call directly at 0413 226 694. 

If we do approve a change or cancellation within two business days of the scheduled date, a $50 administration fee will apply, along with any costs related to re-delivery or the original failed delivery.

To ensure a smooth delivery, you must:

  • Inform us of any potential access issues, difficulties or special requirements.
  • Ensure the delivery path is safe and that the items will fit through doorways, staircases, or other access points.
  • Provide the correct delivery address, contact number, and email address at checkout.

Orders cannot be split between multiple delivery locations. If you need items delivered to different addresses, separate orders must be placed.

 

 

If you have any questions regarding your order, please reach out to our customer service team.