FAQs

Ordering & Payments

Q: Which payment methods do you accept?
A: Visa, Mastercard, American Express, Union Pay, Apple Pay and Google Pay at checkout. 

Q: Can I change or cancel my order after placing it?
A: We can help if the order hasn’t shipped yet. Contact us ASAP with your order number. Custom/pre-order items may not be cancellable once production begins.

Shipping & Delivery

Q: How much is delivery and how long does it take?
A: Standard delivery is Free Australia-wide. Most in-stock items dispatch arrive in 5–9 business days depending on your location. Rural/remote areas may take longer.

Q: How do I track my order?
A: You’ll receive a tracking link once your order ships. You can also enter your order number and email on our Track My Order page.

Q: Do you ship internationally?
A: Not yet. We currently deliver within Australia only.

Products & Stock

Q: Are dimensions accurate and will the item fit my space?
A: Dimensions on each product page are measured from the widest points. Please check doorway, lift and stairwell clearances before ordering.

Q: What if an item is on pre-order?
A: Pre-order ETAs are listed on the product page. We’ll keep you updated by email if timeframes change.

Returns & Warranty

Q: What is your returns policy?
A: Change-of-mind returns are accepted within 30 days of delivery for unused items in original packaging. Return shipping is free. To start a return, contact@upperhousedesign.com with your order number.

Q: What if my item arrives damaged or faulty?
A: Please contact us within 48 hours of delivery with photos of the packaging and item. We’ll arrange a repair, replacement or refund according to the issue.

Q: Is there a warranty?
A: Yes, 12 months manufacturer’s warranty against defects in materials and workmanship. This is in addition to your rights under the Australian Consumer Law.

Care & Materials

Q: How should I care for my furniture?
A: Each product page includes care instructions. As a guide: use coasters, wipe spills promptly, and avoid harsh cleaners or direct heat/sunlight. For fabric, spot clean with a damp cloth and test products on a hidden area first.

Contact

Q: How can I reach you?
A: Email contact@upperhousedesign.com. We usually reply within 1 business day.

FOR MORE INFORMATION