CUSTOMER SERVICE

FREQUENTLY ASKED QUESTIONS

Do you loan/ hire products?
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. 
How do I receive a quote?
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.
I am ready to make a purchase, how can I place my order?
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.
I’ve placed an order online, what happens now?

If there are no further instructions required, our team will organize 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

Can I place an order over the phone?

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

Do you have a showroom? Can I buy items from the showroom?

Yes – we have a showroom based in Alexandria NSW where you could see and test the products.

Do you open on the weekends?

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

Are all the items listed online, displayed in your showrooms?

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 I require is out of stock, what can I do to secure the item?

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.

Do you customize fabric/timber colors?

With our ready-made products, we may be able to customize 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 colors and 10,000 colors options.

How do I request for a free swatch?

You may request for up to 3 free swatches through free fabric samples page

Do you have extra measurements?
Yes – we most definitely can get any measurements you require. Please email  inquiry@simplife.com.au and we will gladly help you.
Can I customise the length of the sofa?
Yes! We could make any length and shape of sofa within our Austrailan custom-made range.  The bespoke piece is only for you!
What is PU / Faux leather? Is PU genuine leather?
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.
What's the difference between kitchen and bar stools?
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.
Where is your furniture made?

Our ready-made products are sourced worldwide and manufactured mainly in China and Europe.

Our custom-made products are designed in house and manufactured in Australia.

We conduct rigid factory audits and background checks before working with any external partners to ensure the quality of furniture and the conditions of the workers and all our partners follow the strict regulations set by authorities.

Can I self-collect the furniture?
Yes, we do have self-collection services available. Customer could pick up from our Alexandria Showroom by appointment. Our team will contact you when your goods are ready.
Accordion Panel
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.
Do you deliver internationally?
Shipping and delivery is available Australia wide only. Our warranty will be voided should the product be forwarded internationally.
Do you deliver to my area?
We deliver to Australia wide generally. You can key in your postcode on check out page to see if we deliver to your area.
 
To check the free shipping zone postcode, please click here.
How will my order be delivered?

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.

What types of delivery do you provide?

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.

How much does delivery cost?
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 long does it take for my item to arrive?

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.
Can you deliver on Saturday or Sunday?
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.
How do I track my order?
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.
What if I am not at the delivery address when my order arrives?
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.
Can I specify a delivery date?
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.
Can I organise my own courier?
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.
Can I collect from your showrooms outside Sydney?
Sorry No. Currently our showroom is only located in Sydney.
I’m not ready to receive delivery - can you hold my order in your warehouse?
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.
I ordered 2 stools but only 1 box got delivered. What do I do?
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.
What happens if my furniture gets damaged in transit?

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.

What happens if my furniture gets lost in transit?

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.

Want to buy now, pay later?

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.

What payment modes do you accept?
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.
If I receive a defect product, how do I submit a claim?

You will need to send email to service@simplife.com.au and provide your order number, a detailed description of 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. 

I received the wrong order, can you help?

We are sorry to hear that. Please send email to service@simplife.com.au and provide your sales order number, a detailed description of what you ordered and what was wrongly sent. We will respond within 2 business days to handle your case.

I’ve ordered the wrong colour and would like to exchange my products.

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.

What if the product I received is slightly different from the display model?

TIMBER

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

MARBLE, CREAMIC AND PORCELAIN

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

FABRIC COLOR

The color may vary from dyelot to dyelot. The Supplier cannot guarantee that the goods will match the sample due to dyelot variation. Where an exact colour match is necessary, customer must provide with a sample.

What happens if I want to return my order?

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 found to exchange.

Please note custom-made orders, trade customer orders, backorders, layby orders and any form of Clearance items 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 on the next steps. 

Please refer to Return & Exchange for more details

What if I need to cancel my order?

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 total purchase price will be charged. You need to lodge cancellation request by sending an email to simplifeau@gmail.com and allow 10 business days for processing. The cancellation request sent after 24 hours of Purchasing will not be accepted.

For all the custom-made orders, trade customer orders, backorders, layby orders and any form of Clearance items and Display items, they cannot be cancelled and refunded.
 
Orders put in store must follow in-store terms and conditions which is indicated on the invoice. There is no change of mind cancellation, return, exchange or refund.
How long is a credit memo valid for?
12 months from date of issue.
How long does it take for funds to be back onto my card?

This varies depending on your financial institution. If it has been over 7 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.
Is there Warranty for the product I buy and what does it cover?
Warranty period differs with each product. Generally the ready-made product comes with one year warranty and the Australian custom-made products has 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 email to service@simplife.com.au and provide a detailed description of 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 warranty, you can visit the product warranty page here.
Is there any way I can get a commercial warranty for something?
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. 
Do you do collaborations?
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.
Do you offer trade program for bulk orders?

Yes, we do! We welcome all interior designers, architects and trade professionals.

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

I’ve forgotten my password, how do I log back into my online registration?
Please select the “Forgotten Password?” button and follow the prompts to reset your password.

Still have a question?

Please contact us for more information.

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