Frequently asked questions
Is your question not listed? Then please contact our customer service.
Products & Stocks
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 couriers currently do not offer assembly services. If you require this service please contact us for a custom shipping solution as we may be able to provide this seperate from our courier partners.
I received my order, but the assembly guide is missing, what do I do?
If the assembly guide is missing, please check the online product page and check under assembly & care tab as instructions are typically posed there.
In the case you are not able to find this on the product page, please contact us directly and we will be able to assist in sending a copy directly to you.
What if I made a mistake during assembly?
Our furniture is designed to be very simple to assemble, however, our warranty services does not cover assembly errors or any damages made during assembly.
In the case if a mistake was made, please email us and we will be able to assist you in finding a solution.
How do I check product availability?
Product avaliability is displayed under product names. If you requre a product that is out of stock or want to pre order a product that is out of stock. Please email us directly and we can assist in placing a pre order for you.
Will you notify me once a product becomes available?
You may sign up for the "Notify me when back in stock" notification on the product page of out of stock products.
This will automatically send you a Email/sms as soon as the product is available
Do you have a showroom?
Yes we do (opening late september), however our showroom is currently by appointment only. Please contact us to organise a time with one of our expert sales advisors.
(Showroom is located in QLD Brisbane, Acacia Ridge 4116)
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?
Yes, 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.
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.
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)
Delivery & Pick Up (Click Here for full information page)
What are your delivery options and how long do they take?
We offer express delivery with our trusted delivery partners on all orders.
QLD Metro: within 3-5 Business Days
QLD Regional: within 3-8 Buinsess Days
Interstate & Custom Shipping For interstate deliveries or custom shipping requirements, please contact us directly here.
How much does delivery cost?
We offer free express delivery within Brisbane Metro Postcodes (Elligibility can be check on product page)
For outside metro postcodes, a delivery surcharge based on rates from our couriers is automatically calculated at checkout.
Pro tip: Our shipping charges are calculated by weight, therefore orders with multiple products enjoy much lower shipping fees then if the products were purchased indiviually in seperate orders
How can i track my order?
Active tracking information is provided with all our shipped orders.
This is provided by our couriers via a tracking link once the order is picked up and scanned by our couriers.
You will receive notifications via email/sms with the tracking link typically within 24 hours (outside of weekends)
Can i request a delayed dispatch for my order?
Yes! You can request to delay the dispatch of your order for up to 30 calendar days free of charge.
However, please note the following:
Exceeding 30 days:If your request exceeds 30 calendar days, storage fees may apply.
Dispatched orders:Once your order has been dispatched, we are unable to accommodate delayed dispatch requests.
To make a delayed dispatch request, feel free to contact our team as soon as possible. We're here to help!
If i order serveral items, will they be delivered at the same time?
It is a standard practice that we ensure all items ordered are dispatched at the same time if the product is available and comes from the same warehouse. We do not guarantee that it will all arrive at the same time due to special circumstances (courier operations, product availability, lost in transit etc.).
Orders with multiple items (10 cartons or more) may require special handling and we can offer a delivery option that will allow the courier to deliver all your items together at the same time. However, this service will incur an additional cost as a special arrangement will need to be made with our delivery partner before dispatch. Please note that bulk delivery is optional. We can still process your orders as normal, but your items will be posted with multiple consignment numbers and you can expect separate deliveries.
Should you wish to inquire about the bulk delivery, kindly contact us here and our friendly customer care team will be ready to assist you.
What does the delivery service include / Can the courier deliver upstairs?
Due to our contactless home delivery and to ensure the safety of our customers and delivery partners, all orders are delivered at the front door of the ground floor or building lobby. We recommend that you have someone else available to help you carry the items into your home.
However you can place additional delivery notes before check out. If in case you miss it, you may contact our dedicated customer service team here
Additional delivery instructions only cover the following: address instruction and authority to leave. Please note that “preferred delivery time” is not guaranteed as we do not have control over courier operations.
Do i need to be home for receive my delivery?
Yes someone will need to be home on day of delivery, the courier will contact you to organise a delivery date in advance.
If in case you receive a “sorry we missed you” card or missed a delivery, please contact our customer care team to arrange a re-delivery of your order. Please note that the courier gives a specific time frame to arrange the redelivery and applicable re-delivery fee will apply.
What should i do if my order arrives damaged?
- 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 the situation based on the information provided. We may ask a few follow-up questions to ensure we have all the details.
- Resolution: 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.
Can i change my delivery address after placing a order?
We process and dispatch the orders within 24 hours. If you need to change or correct the delivery address, request must be received before 9am (AEST) prior to dispatch from the warehouse. If in case the order has already left the warehouse, we will charge a redirection fee and cost may vary depending on the new location. If you need to change your delivery information, please contact our team here
Do you offer a pickup option?
Yes we offer free pickup option at our Brisbane, Acacia Ridge 4116 Warehouse.
Please note this is a warehouse only
Do you offer same-day pickup?
Yes, please contact us here and let us know you require same-day pickup and so we can get to your order first. (Typically ready in 2-3 Hours after order is placed)
Limited to warehouse working hours only
When will i know my order is ready for pickup
We will sent you a "Ready for Pick up" notification via email/sms
Please note this is seperate from the order confirmation email which you will receive immediately after you place your order.
We cannot guarantee that a order will be ready for pickup in the case that the customers arrives at our warehouse without the "Ready for Pick up" notification.
What are your pickup hours?
Warehouse working hours/pickup hours are linked here
What do i need to bring to collect my order?
You must bring your order number + valid government ID which matches the name under the order placed.
Otherwise you may also request pick ups by someone else through contacting our support team.
What should i consider before pickup up my furniture?
Please ensure you bring the information required to approve a pickup. these include order number + valid government ID which matches the name under the order placed.
Our Friendly warehouse staff will help you load the products into your vehicle on the day, however it is the customers responsibility to ensure products boxes fit within their vehicle (all dimensions of product box sizes are product in the product pages under material & specification tab)
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 accept a wide range of payment options at check out for your convenience:
All Credit & Debit Cards - Visa, Mastercard, American Express
BNPL Services - Afterpay, Zip Pay
Digital Wallers - Apple pay, Google Pay, Paypal
We also offer Bank transfer on request, please contact us for this method of payment
All payments are processed securely, and you’ll receive an order confirmation once your payment is complete.
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 order balances must be paid in full prior to dispatch or 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.
Damaged, lost or stolen during delivery
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 quickly, please provide:
- Order number and proof of purchase.
- 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 — when you noticed it and any relevant details about delivery.
- For lost or stolen items, any supporting evidence such as courier tracking details, police report (if applicable), or proof from building management.
All claims must be lodged via email within 48 hours of delivery (or expected delivery for lost/stolen items) so we can investigate with the courier.
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 receive all required information and evidence for your claim, we will investigate the matter 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, if applicable)
- A refund to your original payment method
If declined – We will provide you with the courier’s investigation results and the reason the claim was not approved.
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.
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.