Frequently Asked Questions
Is your question not listed? Please contact our customer service.
Products & Stock
Does my purchase come with a warranty?
Yes, all our products come with a 12 Month Quality guarantee warranty which covers any defects in materiasl and workmanship.
In addtion to this. Sofas, Chairs and Bedframes receive extended 3 Year Structural warranty which covers the internal strcture and hard frames
More details click here
What if there’s a manufacturer defect on the item?
If you believe your product has an issue covered by our warranty, please follow these simple steps:
- Contact Our Team: Get in touch with our customer service team via email. Please provide your order number, a clear description of the issue, and attach photos or a short video showing the fault.
- Assessment: Our team will carefully assess your claim based on the information provided. We may ask a few follow-up questions to ensure we have all the details.
- Resolution: Once your claim is approved, we will work with you to find the best solution, whether it's sending a replacement part, arranging a repair, or organising a full replacement.
I received the wrong product, what should I do?
Please contact us within 48 hours of receiving your products and we can arrange re delivery and return delivery.
I received my order but there are missing parts, what do I do?
Please contact us as soon as you can with photos and the number of the missing parts and we can arrange a solution for you.
If I have a warranty issue, will I have to pay for the return delivery fee?
If your product has a defect covered by our warranty, we will repair the item, provide a replacement part, or replace the entire product at our discretion. For all approved warranty claims, Proferlo will cover any associated shipping and handling costs.
Do you assemble products for your customers?
Our courier partners do not provide assembly services. For assembly enquiries, please contact us to discuss a custom solution, as we may be able to arrange this independently of our couriers (subject to approval).
I received my order, but the assembly guide is missing, what do I do?
If the assembly guide is missing, please check the product page online under the "Warranty & Assembly" tab, as a digital copy of instructions are typically available there.
If you are unable to locate it, please contact us directly and we will be happy to send you a copy.
What if I made a mistake during assembly?
Our furniture is designed for straightforward assembly; however, we understand that mistakes can happen — we’ve all been there. If you need assistance, please feel free to contact us via email, and we’ll do our best to help you find a suitable solution.
Product Availability, Pre-Orders, and Out-of-Stock items.
Items marked “Add to Cart” are in stock on-site and available for fulfilment at the earliest possible date.
Products listed as “Pre-Order” are available for purchase while incoming stock is in transit. These orders will be fulfilled once the items arrive on-site, pass inspection, and are prepared for dispatch on or after the specified date. If your order includes both in-stock and pre-order items, the entire order will be held until all items are ready. If you would prefer a partial shipment of available items sooner, please contact our team at support@proferlofurniture.com.au.
Items marked “Out of Stock” are not currently available for dispatch and cannot be pre-ordered until incoming stock has been confirmed. Once confirmed, pre-orders will be opened. If you are interested in an out-of-stock item that is not yet available for pre-order, please contact us and we will be happy to assist.
Will you notify me once a product becomes available?
Please contact us to request a back-in-stock notification. Our team will do their best to notify you as soon as your requested item(s) are confirmed for restock.
We also recommend checking the website regularly or signing up for our email updates to avoid missing out, as high demand means restocked items can sell quickly.
Do you have a showroom?
Unfortunately, no. Our only location with a showroom is in Auckland, NZ. If you would like to see "In-Person" photos or videos of certain items prior to purchase, please contact us.
Will the couriers dismantle or remove my old furniture?
The Couriers will not dismantle or remove old furniture
Returns & Refunds
How does the 14-day in-home trial work?
The 14-day change-of-mind period is essentially a trial window where you can decide if you want to keep or return your purchase, provided it meets conditions.
How it works:
The 14 days begin on the day you receive the delivery. If there’s no proof of delivery, it’s assumed to begin 7 days after dispatch.
You can return most items within this period for any reason (“change of mind”), but certain products are excluded — clearance stock, items discounted by more than 30% off RRP, ex-display stock, and made-to-order or special-order products.
You are responsible for return shipping costs, and the original delivery fee will also be deducted from your refund. “free shipping” orders will have the delivery cost (both ways during free shipping promotions) deducted.
Items must be unused, undamaged, and returned in their original protective packaging. If the original packaging is missing or damaged, a 20% repackaging/restocking fee applies.
You must submit a return request via the email and get approval before sending items back. Direct returns to the warehouse are allowed (with prior approval) and avoid return shipping fees.
What condition must the product be in to be returned?
Condition requirements: Items must be unused, undamaged, and returned in their original protective packaging. If the original packaging is missing or damaged, a 20% repackaging/restocking fee applies.
Are any items excluded from the 14-day trial?
You can return most items within this period for any reason (“change of mind”), but certain products are excluded — clearance stock, items discounted by more than 30% off RRP, products with hygiene concerns (mattresses's), ex-display stock, and made-to-order or special-order products.
How do I start a return?
You must submit a return request via the email and get approval before sending items back. Direct returns to the warehouse are allowed (with prior approval) and avoid return shipping fees.
Do I have to pay for return shipping?
We will organise return shipping however, you are responsible for return shipping costs, and the original delivery fee will also be deducted from your refund.
“free shipping” orders are not exempt and will have the delivery cost (both ways during free shipping promotions) deducted.
Does the item need to be in its original packaging?
Yes, items must be unused, undamaged, and returned in their original protective packaging. If the original packaging is missing or damaged, a 20% repackaging/restocking fee applies.
How long will the return process take?
Once submitted we will review your return and process it typically within 24 Hours, we may also ask you for addtional information to organise return shipping if required.
Return funds are only transfered to you once we have recevied the returned products via drop off or return shipping, and after shipping costs are deducted from the return fund.
When will I receive my refund?
Return funds are only transfered to you once we have recevied the returned products via drop off or return shipping, and after shipping costs are deducted from the return fund.
Once the refund has been processed on our end, you’ll receive a confirmation email. Please allow up to 10 business days for the funds to be returned to your account.
If you haven’t received your refund within 10 business days of receiving your confirmation email, please contact us Here so we can investigate the cause of the delay.
Will I be refunded the full amount?
Full Refunds: If you picked up your product and return it directly to our Acacia Ridge warehouse (with prior approval), no shipping costs apply, so you will be refunded the full amount, provided the item meets our return condition requirements.
For change-of-mind returns which are shipped , your refund will have certain costs deducted:
– Cost of shipping the item back will be deducted from your refund (including orders with “free shipping” promotions, where the delivery cost will be calculated and deducted).
– A 20% fee applies if the item is not returned in its original packaging or condition.
– Clearance items, items discounted more than 30% off RRP, ex-display stock, and made-to-order/special-order products are not eligible for change-of-mind refunds.
Can I exchange my product for a different one?
Yes you may request to exchange your product anytime in the 14 Day trial period. You will only need to pay for the difference of the product (if any) and the return cost of the orgininal product you ordered. (This still applies for free shipping products)
Payments & Promotions
The product I purchased just went on sale, can I get a refund for the difference?
Price Adjustment Policy
If the price of a product you purchased drops within 14 days of your purchase date, we can refund you the difference.
Conditions:
- The item must be identical in SKU, model, size, and finish, and still in stock
- Excludes clearance items, products discounted by more than 30% off RRP, ex-display items, made-to-order/special-order products, and limited-time promotions
- Proof of purchase is required
- Refunds will be processed to your original payment method within 5–10 business days. Or transferred into store credit
- Requests must be made via email
What payment methods do you accept?
We offer a wide range of secure payment options at checkout for your convenience:
Credit & Debit Cards: Visa, Mastercard, American Express
Buy Now, Pay Later: Afterpay, Zip Pay
Digital Wallets: Apple Pay, Google Pay, PayPal
All payments are processed securely online at checkout (including emailed invoices created by the team). You will receive an order confirmation once your payment has been successfully completed via SMS and/or Email.
Are my card details secured?
Yes — all our checkout payments is processed securely through Shopify Payments, which is PCI DSS Level 1 compliant (the highest standard in the payment industry).
Encryption & Security: Your card details are encrypted and processed directly by Shopify’s secure payment gateway. We never store or have access to your full card information.
Fraud Protection: Shopify Payments includes advanced fraud detection and monitoring to help keep your transactions safe.
Trusted Provider: Shopify powers millions of secure transactions worldwide every day.
You can shop with confidence knowing your payment details are handled with the highest level of security.
Can I pay for my order upon delivery?
No — all outstanding balances must be paid in full prior to dispatch or collection. Payments, including cash, are not accepted on-site at the time of pickup.
How do I use my promo code?
You can apply your promo code at checkout:
Add your items to the cart.
On the checkout page, look for the “Discount code” or “Promo code” box.
Enter your code exactly as it appears (codes are case-sensitive) and click Apply.
Your discount will be shown in the order summary before you complete your payment.
Tip: Only one promo code can be used per order, and codes cannot be applied after your purchase is completed.
My promo code isn't working, what should I do?
Please contact us directly if you have a valid promo code which is not working at checkout
What is your return policy for sale items?
Sale items follow our standard return policy unless they fall under the following exclusions:
Clearance items and products discounted by more than 30% off RRP are not eligible for change-of-mind returns.
All other sale items (discounted 30% or less) can be returned within our 14-day change-of-mind period, provided they are unused, undamaged, and in their original packaging.
Return shipping costs and any applicable restocking/repackaging fees will still apply.
If you’re unsure whether your sale item is eligible, please contact our Support Team before making a return request.
Claims Process for Damaged, Lost, or Stolen Items during Transit
Who can make a claim?
Claims must be made from the original purchaser, we do not accept claims made on behalf of others
What will i need to provide to lodge a claim?
To help us process your claim as quickly as possible, please provide the following:
- Your order number and proof of purchase
- Clear photos of the item and packaging showing the damage (for damaged items)
- Photos of the delivery label and any visible signs of tampering (if applicable)
- A detailed description of the issue, including when you noticed it and any relevant delivery details
- For lost or stolen items, any supporting evidence such as courier tracking information, a police report (if applicable), or confirmation from building management
All claims must be submitted via email to support@proferlofurniture.com.au within 14 days of receiving your delivery (or the expected delivery date for lost or stolen items), so we can investigate with the courier promptly.
In the event of lost/stolen:
If your order is marked as delivered but you have not received it:
Check with neighbours or household members to ensure it hasn’t been accepted on your behalf.
Contact the courier directly using your tracking details to confirm delivery status.
If still unresolved, lodge a claim with us within 48 hours of the marked delivery date via email
What we require:
Your order number and proof of purchase.
Courier tracking information showing the delivery scan.
Any supporting evidence such as CCTV footage, building management confirmation, or a police report (may be required for stolen goods).
We will work with the courier to investigate. Please note that replacements or refunds are subject to the courier’s claim approval and our investigation outcome.
How will my claim be resolved?
Once we have received all required information and supporting evidence, we will investigate the claim with our delivery partner.
If approved:
Depending on the outcome, we will arrange one of the following:
- A replacement item (subject to stock availability)
- A repair (for damaged items, where applicable)
- A refund to your original payment method if replacement parts or a full unit are unavailable
If declined:
We will provide the courier’s investigation findings along with the reason the claim was not approved.Resolution timeframes vary depending on the courier’s assessment process; however, we aim to finalise most claims within 7–14 business days after receiving all required details.
How long will my claim take?
Resolution times can vary depending on the courier’s processing time, but we aim to finalise most claims within 7–14 business days from receiving all required details.