FREQUENTLY ASKED QUESTIONS
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
Yes – we have a showroom based in Alexandria NSW where you could see and test the products.
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 email@example.com.
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.
You may request for up to 3 free swatches through free fabric samples page
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.
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.
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 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.
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 firstname.lastname@example.org 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 email@example.com 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.
You will need to send email to firstname.lastname@example.org 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.
We are sorry to hear that. Please send email to email@example.com 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.
Please email to firstname.lastname@example.org 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.
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.
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.
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 email@example.com with your order number and we will advise on 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 total purchase price will be charged. You need to lodge cancellation request by sending an email to firstname.lastname@example.org and allow 10 business days for processing. The cancellation request sent after 24 hours of Purchasing will not be accepted.
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.
Yes, we do! We welcome all interior designers, architects and trade professionals.
Find out more information, please send emails to email@example.com.