CUSTOMER SERVICE

CUSTOMER SERVICE

FREQUENTLY ASKED QUESTIONS

Generally, the custom-made items will take 6-8 weeks to be delivered to your door. Some models can be quicker, and delay may happen if short of key materials caused by unstable supply chain. Since all our production lines are in Australia, the Christmas holiday will extend the lead-time by 3-4 weeks.

Our custom-made products are designed in house and manufactured in Australia. That’s why we can make them so flexible and deliver them so quick.

All our beds, bedheads and sofas are made using the highest quality materials from Australian suppliers.

Our upholstery fabrics are from leading fabric suppliers, including James Dunlop/Mokum, Westbury, Warwick, Zepel and Profile.

Our leathers are sourced from NSW leather or Leather Italia.

We use high-quality Australian foam for our bedheads and sofas.

The structural of all our pieces is Australian solid timber and MDF.

All other materials such as studs, button moulds, staples, glue etc all are supplied from Australian upholstery suppliers.

We understand how important some essential furniture to your everyday living, so we are glad to lend you a sofa or bed in the waiting period if they are available. You only need to pay the delivery fee twice, one for the borrowed item and the second one for the items on your invoice.

With our ready-made products, we may be able to customise certain products for bulk orders, with a minimum order quantity required. 

With our custom-made products, we make them in Sydney providing over 10 timber colours and 10,000 colours options.

Yes – we definitely can get any measurements you require. The seat height, width of armrest, height of legs, depth of sofa, length of bedhead and so on. Please email your request to inquiry@simplife.com.au and we will gladly help you.
Yes! We can make any length and shape sofa within our Australian custom-made range. 

If you are Sydney based, we welcome you to visit our showroom to view our extensive range of fabrics. We literally have 1000’s to choose from. No appointment needed.

We source our fabrics from Australian leading upholstery fabric suppliers such as James Dunlop/Mokum, Warwick, Westbury and Profile. You may also choose to visit the fabric houses showrooms located in your local capital city.

Alternatively, a large selection of our range can be viewed online and fabric sample cuttings can be arranged to be delivered to you if required.

You may also choose to visit your local upholstery supplier or haberdashery store.

As long as the fabric is suitable for upholstery, we can make your bed, bedhead or sofas in your choice of fabric. We can purchase fabric on your behalf or you may provide your own.

Yes, of course! We offer samples for just $3 including free Australia-wide express postage. Your samples also come with a discount code for $10 off your next purchase. Ordering is simple, just head to the Samples page and select individual fabric samples by type, colour or fabric.

Order fabric samples

The terms bedhead and headboard are used interchangeably. 

Once a backorder has been placed and paid in full you will receive an email with your order details. Please note the ETA provided is based on the information provided by the suppliers on the day of your purchase or inquiry. Sometimes backorders ETA may attract delays due to custom and other reasons out of our control. The ETA may changes daily or weekly and we don’t want to disturb your life too often by uncertain information, so we won’t contact you every time an ETA changes until your order is ready to ship.

If during that time you are unsure of dates, times or require further information you can always send an email to inquiry@simplife.com.au or call us on 0291359325. You can also go back to the product page to check the updated ETA.

The loan/hire of our products can be arranged under certain conditions. Please email our sales team at inquiry@simplife.com.au for more information. 
Pricing will be available upon logging into your registered account and delivery quotes are calculated once items are added to your cart. Should you require a quote of custom-made products, please email your product selections and requirements through to inquiry@simplife.com.au for assistance.
Once your final selections have been added to your cart, please proceed directly to the checkout. You will be required to enter your preferred method of payment and once confirmed, your order will be automatically placed via the website. If required, our team will be in contact with you. Please ensure to leave any order notes or additional information if needed.

If there are no further instructions required, our team will organise dispatch and advise you of the tracking or carrier information. If we require further information, one of our team members will be in contact with you via email or phone call to discuss your order.

Our customer support team is more than happy to assist you to place an order over the phone. You can find our direct phone number on our Contact us page.

Contact us

Yes – we have a showroom based in Alexandria NSW (Shop T1.04, level 1, Alexandria Homemaker Centre, 49-59 O’Riordan Street, Alexandria, NSW, 2015) where you could see and test the products.

Find us on google maps

Our online store is open 24/7 and our showroom is open  Monday-Sunday, 10:00am – 5:00pm.

Only selected products will be displayed in our showroom. If there is a specific item you wish to view that is not on display, we may coordinate with our warehouse team to have the piece taken out. This must be arranged prior via appointment only.

If an item is labelled as “Out of stock” this means our buying team has not confirmed the date of the next shipment. If the item has a pre-order date listed, you can simply process an online order to secure the stock. If there is no ETA listed, please email inquiry@simplife.com.au.

PU is artificial leather, designed to imitate genuine leather but manufactured at a lower cost and using synthetic materials. Whilst PU leather is not genuine leather, the PU leather we utilise is premium and durable.
The main difference between our kitchen and bar stool is the seat height of the stool. Kitchen stools are generally made around 65cm seat height to suit standard residential kitchen benches, whilst our bar stools have a standard seat height around 75cm, perfect for commercial venues.

Yes, we do have self-collection services available. You can pick it up from our Alexandria Showroom by appointment. Our team will contact you when your goods are ready.

Shipping and delivery is available Australia wide only. Our warranty will be voided should the product be forwarded internationally.

We deliver Australia wide generally. You can key in your postcode on the checkout page to see if we deliver to your area.

To check the free shipping zone postcode, please click here.

All standard delivery services are strictly to the ground floor. If you require extra services such as; above ground floor via stairs or lift, assembly, and/or rubbish removal, please get in touch with our team.

We work with our delivery partners to make sure your delivery is professionally handled. Your furniture will be safely packed and in good hands.You will be notified depending on the type of delivery assigned to your order, you will either be provided tracking info or be contacted to confirm a scheduled delivery date.

Courier Delivery
Orders which only contain selected types of products. They will be delivered via Australia Post or other carrier companies.

Bulky Delivery (Professional Removalist)
Depending on delivery location and size of the item(s) in your order, we will assign either a One-Person Bulky Delivery or Two-Person Bulky Delivery service to fulfil your order.

Note: For One-Person Bulky Delivery, you may be required to assist the delivery person in carrying the item(s) to the your property’s ground floor entrance.

We offer competitive delivery pricing to make furniture shopping simple! Our shipping calculator will automatically determine the best possible delivery cost based on product size, weight, and your location. The shipping delivery cost is calculated upon checkout after you enter your delivery address details, and will appear prior to making a payment.

How early a product can leave our local warehouse depends on a range of factors such as whether the item is made-to-order, and whether there is ready stock in our local warehouse.

For ready-made products, you can expect your items to arrive at your doorstep between 1 to 12 business days (depending on your delivery location) after the product has left our local warehouses.

For custom-made products, it will normally take 4-6 weeks to finish it. And please allow another 1-12 business days to be delivered to your door.
Depending on the delivery mode, our professional furniture removalist in Sydney could deliver on both weekdays and weekends. However, our delivery partners (couriers and interstates removalist) currently do not deliver on weekends.
Depending on the type of delivery assigned to your order, you will either be provided tracking info or be contacted to confirm a scheduled delivery date.
Our delivery partner may reschedule the delivery if you are not present to receive the items even after confirming the delivery dates. For rescheduling of delivery after agreed delivery, there may be a re-delivery charge applied.
We are unable to deliver based on a specified delivery date if the order will be sent via couriers. However, if your order is assigned a two-person bulky delivery, you will be contacted by our specialist delivery partner with a proposed delivery date and timeslot. You may work out an alternate delivery date and time if the proposed date and timeslot does not work for you.
Yes – you are more than welcome to organise your own courier to pick up your order from our Alexandria Showroom. Please contact prior to ensure the goods are ready. And all labels must be sent to inquiry@simplife.com.au prior to pick up.
Sorry No. Currently our showroom is only located in Sydney.
Yes, we are more than happy to hold your order in our warehouse until you are ready to receive delivery. Please leave notes on your order and we will update our system accordingly.
Please open the boxes and double check as there may be 2 items per box. If you think you’re missing an item, please contact service@simplife.com.au and we will look into the matter.

If the external packaging is visibly damaged, the goods should not be signed for. So please make sure to reject the delivery i.e don’t accept the goods. The driver will then report the goods as damaged and refused, then notify us.

If the damage is internal and unnoticeable until opening the package, we will need to request the below:

1.    Pictures clearly showing the damaged goods

2.    Pictures clearly showing the internal and external packaging

3.    Description of the damage and how the goods were packaged

4.    The customer should also hold onto the goods until further notice as the driver may return to inspect or collect the goods

Our support team needs to be informed of any damage that may have been caused in transit within 24 hours of receiving the item.  So please make sure to contact us via service@simplife.com.au ASAP. We will then communicate with you and the carrier that was booked by Simplife.

If the carrier was arranged by the client, please contact your carrier instead.

Please contact us via email service@simplife.com.au so we can investigate with the carrier.Once the carrier deems the goods missing, we can assist you with a claim.

If the carrier was arranged by the client, Simplife is not liable for the lost in transit.

Yes, we offer Zip, a safe, convenient & interest free payment method.

Zip offers two accounts – Zip Pay which allows for up to $1,000 spend. Whilst Zip Money are for those bigger purchases between $1000 – $10,000.

Find out more here.

Yes, layby is available upon request. We work with our clients on an individual basis in tailoring a payment plan to suit their needs. Just contact our showroom and chat with us on what will best work for you.  We tailor payment plans to longer lead-times which allows for renovations and/or moving home scenarios.

We accept the following methods of payment: Credit Card (Visa, MasterCard, American Express) and Stripe. All payments are charged in AUD. Please note goods will not be dispatched until full payment has been received by Simplife.

You will need to send an email within 24 hours of receipt to service@simplife.com.au and provide your order number, a detailed description of the fault and photos (or video, where appropriate) showing the damage or fault.  Our friendly team will endeavour to get back to you within 2 business days. We can not take responsibilities for the notification email initiated after 24 hours of receipt.

We are sorry to hear that. Please send an email within 24 hours of receipt to service@simplife.com.au and provide your sales order number, a detailed description of what you ordered and what was incorrectly sent. We will respond within two business days to handle your case.

Please email to service@simplife.com.au with your order number and the products you wish to exchange. The exchange must be initiated within 24 hours of receiving your order. Any product must be returned in original condition, unassembled, in their original packaging with all parts, accessories and manuals.

The customer needs to cover the charges for an exchange:

  • Cost of return freight to Simplife
  • Cost of sending out the new chosen products
  • Any balance for the difference

Prior to sending the items back to us, please initiate an exchange with our Support Team and we will advise the next steps.

TIMBER

Due to the nature of timber, there may be a difference in shade, grain and shape from floor sample to delivery stock. Natural imperfections on timber should not be considered as faults.

MARBLE, CERAMIC AND PORCELAIN

Marble is a natural stone that will have unique imperfections and characteristics. Any variations in colour, texture, polish and patterns are not faults. Differences between shipments are to be expected. This clause also applies to ceramic and porcelain with a marble pattern.

COLOUR DIFFERENCE

We endeavour to ensure that all colours are displayed accurately, but you should be aware that colours may appear slightly different  from the online images. Firstly, the same image will look different on different devices because the display resolution and the pixel size are different. Secondly, the same products will look different under different color temperature. The warm light is yellow and cool light is blue which will change the product color.  Thirdly, the brighter( higher lumens) the room is, the lighter the product will look like. Forthly, The colour may vary from dye lot to dye lot. The supplier cannot guarantee that the colors are exacly the same in different production batches. Where an exact colour match is necessary, the customer must provide a swatch for us to do color match.

We understand that sometimes the products may not suit your space. While we do not offer refunds based on a change of mind, if you inform us within 24 hours of receiving the goods, we are more than happy to organise an exchange or a credit memo if no suitable items are found in exchange.

Please note custom-made orders, trade customer orders, backorders, layby orders and any form of clearance and display items are not permitted to return and exchange.

Please email us at service@simplife.com.au with your order number and we will advise you of the next steps. 

Please refer to Return & Exchange for more details

For the ready-made range, if you are required to cancel your order, please email through your cancellation request within 24 hours of purchasing.  Since we do not offer refunds based on a change of mind, our accounts team will issue you with a credit memo which is valid for 12 months. Alternatively, If you choose not to have the credit memo, 50% of the total purchase price will be charged. You need to lodge a cancellation request by sending an email to simplifeau@gmail.com and allow 10 business days for processing. A cancellation request sent after 24 hours of purchasing will not be accepted.

Custom-made orders, trade customer orders, backorders, layby orders and any form of clearance items and display items cannot be cancelled and refunded.

Orders purchased in-store must follow in-store terms and conditions as indicated on the invoice. There is no change of mind cancellation, return, exchange or refund.

12 months from date of issue.

This varies depending on your financial institution. If it has been over seven days since Simplife confirmed the refund, please get in touch with your financial institution where they can look into it for you.

Please note: the credit will only be processed onto the card used to place the order.

The warranty period differs with each product. Generally, the ready-made product comes with a one year warranty. The  Australian custom-made products have a 10-year structural warranty. You may see the warranty available on each product page. The warranty period commences from the date that goods are received. 

You will also need to send an email to service@simplife.com.au and provide a detailed description of the fault and photos (or video, where appropriate) showing the damage or fault. We will then reply within 10 business days.

 For all the details about the warranty, you can visit the product warranty page.

Our ready made products come with a consumer guarantee and a 1 year manufacturer warranty and our Australian custom-made products come with 10 year structural warranty. However, the warranty period will be less than stated if it is for commercial use. Please email to inquiry@simplife.com.au if the product you’re interested in is commercially suitable. 
We love collaborating with property stylists, interior designers and anyone within the industry! If you are interested in collaborating with us, please contact our team on the following email inquiry@simplife.com.au.

Yes, we do!

We welcome all interior designers, architects and trade professionals. With a diverse product range and impressive portfolio, Simplife Furniture’s Commercial Department is a specialized business supplying contract furniture to the leisure, hospitality and institutional sectors from tables and chairs to stools and lounges. We have thousands of styles to choose from,ensuring each project is unique. Simplife Furniture has acquired an impressive client base of independent restaurants, hotels & serviced apartments, sports and RSL clubs, cafes and bars, as well as shopping complexes.

Find out more information, please send emails to inquiry@simplife.com.au.

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