Frequently asked questions

Yes, all our products come with a 12-month quality guarantee warranty, which covers any defects in materials and workmanship. In addition to this, sofas, armchairs, and bed frames receive an extended 3-year structural warranty, which covers the internal structure and hard frames. More details here.

If you believe your product has an issue covered by our warranty, please follow these simple steps:

1. 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.
2. 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.
3. 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.

Please contact us within 48 hours of receiving your products and we can arrange re-delivery and return delivery.

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 your product has a defect covered by our Product Warranty, we will arrange replacement parts. Where replacement parts are not appropriate given the nature of the item or the fault, we will instead arrange a replacement unit.

For all approved warranty claims within the applicable warranty period, Proferlo will cover any associated shipping and handling costs.

Prefer not to assemble your furniture yourself? We've partnered with KitSet Assembly Services a professional assembly service, so you can have your items expertly put together without the hassle.

Assembly is entirely optional and booked directly with KitSet - separately from your Proferlo order. Simply visit their booking portal to view pricing for your area, check delivery/assembly coverage, and schedule a time that suits you. Bookings, scheduling, and payment are all handled directly between you and KitSet's local team.

KitSet's franchise partners are fully insured (Public Liability up to $20 million, and Goods in Transit cover), and all technicians are Working With Children and Police Checked for your peace of mind.

If your area isn't listed as a standard coverage zone, KitSet can still provide a tailored quote on request.

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.

We do our absolute best to ensure our furniture assembly process is as straightforward as possible; 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.

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.

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.

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.

The couriers will not dismantle or remove old furniture.

Solid timber is cut directly from hardwood or softwood; engineered wood (MDF, particle board, plywood) is manufactured from wood fibres or layers bonded under pressure. Engineered boards are more dimensionally stable — they resist warping, cracking and seasonal movement — and make quality furniture significantly more affordable. Most of our range uses quality E0-rated engineered boards with durable finishes, with materials listed per product under Material & Specification.

Our furniture is made from responsibly sourced timber and quality engineered wood (such as E0-rated MDF and particle board), paired with durable fabrics, metals and finishes. We prioritise low-formaldehyde, low-VOC boards and finishes for a healthier home. The exact materials for each piece are listed on its product page under the Material & Specification tab.

Yes. Our timber products are made with FSC-certified responsibly sourced timber, and our boards are rated E0 — one of the lowest formaldehyde-emission grades available, stricter than the E1 industry norm — and meet CARB Phase 2, one of the world's strictest emission standards. That means healthier indoor air for your home. Our manufacturing partner's facilities are additionally certified to ISO 9001, ISO 14001 and ISO 45001 for quality, environmental and safety management. Read more on our Sustainability & Certifications page.

Yes — when the board grade and construction are right. We use 18mm E0-rated engineered boards — thicker than the typical flat-pack industry standard — with sealed edges and durable finishes that resist warping, moisture and everyday wear far better than the thin, low-grade boards used in cheap flat-pack furniture. E0 is also one of the strictest formaldehyde-emission grades, so our boards are as safe as they are sturdy. Engineered wood is more stable than solid timber in Australian conditions too, as it won't crack or move with humidity changes. Combined with our 12-month quality warranty (and 3-year structural warranty on sofas, armchairs and bed frames), our pieces are built for everyday family use.

Sustainability is built into how we source and ship. We use FSC-certified timber, E0-rated and CARB Phase 2 compliant low-emission boards, and recyclable cardboard packaging, and our pieces are designed to last years rather than end up in landfill. See our Sustainability & Certifications page for the full picture — including what we're still working on.

Wipe surfaces with a soft, dry or slightly damp cloth and avoid harsh chemicals, solvents and abrasive pads. Keep furniture out of prolonged direct sunlight and away from heat sources to protect the finish, and clean up spills promptly. Periodically check and tighten fixings, and use felt pads under items on hard floors to prevent scratches.

Slightly, yes — natural timber and timber-look finishes have unique grain and subtle colour variation, so your piece may differ a little from the photos or from another unit. This is a normal characteristic of the materials, not a fault. Screens also display colours differently; if you'd like additional real photos of an item before ordering, contact us and we'll arrange them.

Yes — Proferlo Furniture is a Brisbane-based online furniture store. We're online-only, which is how we keep quality furniture honestly priced: no showroom overheads built into your price. We deliver Australia-wide, with orders dispatched from our Acacia Ridge warehouse in Brisbane (a dispatch and pickup location only — not a showroom), and our support team is available by phone and email during business hours.

Full assembled dimensions (width, depth and height) are listed on every product page, and carton dimensions are under the Material & Specification tab — useful for checking doorways, hallways, stairs and lifts, since our items arrive flat-packed in cartons. Measure your space and access route before ordering, and if you're unsure, contact us and we'll help you check.

Most of our furniture arrives flat-packed with clear step-by-step instructions, and is designed to be straightforward to assemble — we recommend two people for larger multi-carton pieces. A digital copy of every assembly guide is on the product page under the Warranty & Assembly tab. Prefer not to DIY? Our assembly partner KitSet Assembly Services can put it together for you, booked directly through their portal.

Yes — Proferlo is factory-owned, so trade and bulk buyers order direct with no distributor or retailer markup between you and the source. Pricing is negotiated case-by-case on order volume, product mix and freight method — from a single project fit-out to container-volume orders. And unlike most furniture retailers, we don't lock you into one courier: bulk orders can ship palletised or by the freight method that works for your business. Interior designers, builders, developers, property stylists and commercial buyers can send their requirements via our Trade & Bulk Orders page for a tailored quote.

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 the conditions below.

How it works: The 14 days begin on the day you receive your delivery. If there's no proof of delivery, it's assumed to begin 7 days after dispatch, unless you can reasonably demonstrate a later delivery date.

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, hygiene products such as mattresses, pillows, or other bedding items, orders held at our warehouse beyond 2 weeks past the original ready-for-dispatch date at the customer's request, 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. This applies even to "free shipping" orders — for items returned under a free shipping promotion, the delivery cost both ways will be deducted from your refund. If the item is not returned in person to our warehouse, a return shipping fee will apply and the original shipping fee paid will not be included in your refund.

Items must be unused, undamaged, and returned in their original, unopened, and sealed packaging. Your refund won't be processed until the item has been returned to our warehouse and inspected — following inspection, our team will determine the applicable refund amount, including whether a restocking fee of up to 20% applies, based on the condition of the item and packaging on return.

You must submit a return request via email and receive approval before sending items back. Direct returns to our warehouse are allowed (with prior approval) and avoid return shipping fees.

This change-of-mind policy does not affect any right you may separately have under the Australian Consumer Law where an item is faulty, not fit for purpose, or does not match its description — those matters are handled under our warranty terms instead.

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.

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, hygiene products such as mattresses, pillows, or other bedding items, orders held at our warehouse beyond 2 weeks past the original ready-for-dispatch date at the customer's request, and made-to-order or special-order products.

You must Contact Us to submit a return request via email and get approval before sending items back. Direct returns to the warehouse are allowed (with prior approval) and avoid return shipping fees.

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.

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.

Once submitted we will review your return and process it typically within 24 hours, we may also ask you for additional information to organise return shipping if required.

Return funds are only transferred to you once we have received the returned products via drop off or return shipping, and after shipping costs are deducted from the return fund.

Return funds are only transferred to you once we have received 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.

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 the conditions below.

How it works: The 14 days begin on the day you receive your delivery. If there's no proof of delivery, it's assumed to begin 7 days after dispatch, unless you can reasonably demonstrate a later delivery date.

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, hygiene products such as mattresses, pillows, or other bedding items, orders held at our warehouse beyond 2 weeks past the original ready-for-dispatch date at the customer's request, 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. This applies even to "free shipping" orders — for items returned under a free shipping promotion, the delivery cost both ways will be deducted from your refund. If the item is not returned in person to our warehouse, a return shipping fee will apply and the original shipping fee paid will not be included in your refund.

Items must be unused, undamaged, and returned in their original, unopened, and sealed packaging. Your refund won't be processed until the item has been returned to our warehouse and inspected — following inspection, our team will determine the applicable refund amount, including whether a restocking fee of up to 20% applies, based on the condition of the item and packaging on return.

You must submit a return request via email and receive approval before sending items back. Direct returns to our warehouse are allowed (with prior approval) and avoid return shipping fees.

This change-of-mind policy does not affect any right you may separately have under the Australian Consumer Law where an item is faulty, not fit for purpose, or does not match its description — those matters are handled under our warranty terms instead.

Yes, you may request to exchange your product any time within the 14-day trial period. You will only need to pay for the difference in product price (if any), plus the return shipping cost of the original item — this still applies to free shipping orders, where the original delivery cost will also be deducted.

The exchanged item must meet the same return condition requirements as a standard change-of-mind return (unused, undamaged, and in its original, unopened, and sealed packaging), and is subject to inspection on return.

We offer express delivery Australia-wide with our trusted delivery partners.

Brisbane Metro: within same day - 2 Business Days after dispatch
QLD (outside Brisbane Metro): within 3-5 Business Days after dispatch
QLD Regional: within 3-8 Business Days after dispatch

Custom Shipping: For custom shipping requirements, please contact us directly here.

Full delivery information is available on our Delivery & Pickups page.

We offer free express delivery within Brisbane Metro postcodes (no minimum order value) and Sydney Metro postcodes for orders over $600. Orders under $600 to Sydney Metro postcodes are delivered at a flat rate of $39. Eligibility can be checked on each 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 than if the products were purchased individually in separate orders.

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).

Yes! You're welcome to delay the dispatch of your order. Simply place your order as normal and note your preferred timeframe in the Delivery Instructions box at checkout — we'll hold your order at our warehouse and schedule dispatch accordingly.

Please note the following:

Change of mind: Orders held at our warehouse at your request for more than 2 weeks past the original ready-for-dispatch date are no longer eligible for a change-of-mind return or refund. This does not affect your rights under the Australian Consumer Law in relation to faulty, damaged, or not-as-described goods.

Dispatched orders: Once your order has been dispatched, we're unable to accommodate delayed dispatch requests.

If you'd like to arrange a delayed dispatch, feel free to contact our team as soon as possible — we're happy to help!

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.

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.

Additionally, you can add delivery notes at 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.

Authority to Leave (ATL) is authorised by default across all delivery methods. This means no signature is required on delivery - your order will be left at the ground floor entrance or building lobby, and proof of delivery will be captured by our courier partners.

If you would prefer a signature to be required instead of ATL, please leave a note at check-out, or notify our team after placing your order. If your order has already been dispatched, signature requirements can be arranged directly with the courier via the "Lodge an Enquiry" option on the tracking page, or through the SMS/email notifications sent when your parcel is out for delivery.

Once dispatched, you will receive a confirmation email with tracking details, and delivery will take place according to the courier's route and availability.

If no one is available to receive the order and ATL has not been requested or authorised - for example, because a signature was specifically requested and no one was present, or because it is not safe or practical to leave the goods at the ground floor entrance/lobby - the delivery will be unsuccessful and the shipment will be returned to the depot or our warehouse. A redelivery will then need to be organised, and additional charges may apply.

1. 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.
2. 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.
3. 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.

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.

Yes we offer a free pickup option at our Brisbane, Acacia Ridge 4116 warehouse.

Please note: As our team are constantly out on deliveries, we require notice of your intended arrival day/time to ensure adequate staff are on-site to assist.

Please note this is a warehouse only.

Yes, please contact us here and let us know you require same-day pickup so we can get to your order first. (Typically ready in 2-3 hours after order is placed.)

Limited to warehouse working hours only.

We will send you a "Ready for Pick up" notification via email/sms.

Please note this is separate from the order confirmation email which you will receive immediately after you place your order.

We cannot guarantee that an order will be ready for pickup in the case that a customer arrives at our warehouse without the "Ready for Pick up" notification.

Warehouse working hours/pickup hours are linked here.

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.

Please ensure you bring the information required to approve a pickup. These include your 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 customer's responsibility to ensure product boxes fit within their vehicle (all dimensions of product box sizes are provided on the product pages under the Material & Specification tab).

Price Adjustment Policy

If the price of a product you purchased drops within 30 days of your purchase date, we can refund you the difference in store credit.

Conditions:

• The item must be identical in SKU, model, size, and finish, and must still be in stock at the lower price.
• Excludes clearance items, products discounted by more than 30% off RRP, made-to-order/special-order products, and limited-time promotions.
• Proof of purchase is required.
• Refunds will be processed as store credit, applied to the account used for the original order.
• Requests must be submitted via email.

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 our team). You will receive an order confirmation once your payment has been successfully completed via SMS and/or email.

Please note for Click & Collects: our Acacia Ridge warehouse is strictly an order fulfilment location — we do not have a showroom, point-of-sale system, or the ability to accept cash, card, or any other form of payment on-site. Orders must be placed and paid for online in advance, and will only be ready for collection once marked as "Ready for Pick-Up." Please do not attend the warehouse to place or pay for an order in person.

Yes — we offer Afterpay and Zip Pay at checkout, plus PayPal, letting you split your purchase into interest-free instalments and enjoy your furniture while you pay it off. Details, limits and how each option works are on our Buy Now Pay Later page.

Yes — all our checkout payments are 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.

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.

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.

Please contact us directly if you have a valid promo code which is not working at checkout.

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, unopened, and sealed packaging. Return shipping costs will still apply, and your refund will be subject to inspection — following inspection, our team will determine whether a restocking fee of up to 20% applies, based on the condition of the item and packaging on return.

If you're unsure whether your sale item is eligible, please contact our Support Team before making a return request.

Claims must be made by the original purchaser; we do not accept claims made on behalf of others.

To help us process your claim as quickly as possible, please provide the following:

• Your order number and valid proof of purchase
• Clear photos and/or video 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

Please retain all original packaging until your claim has been assessed and resolved, as packaging condition may be used to help determine whether damage occurred during transit.

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.

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.
• Check where the item/s were left under Authority to Leave (ATL) in a location, such as a building lobby or side entrance.
• Contact the courier directly using your tracking details to confirm the 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.

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:

• Replacement parts, or a full replacement unit where parts are not appropriate given the nature of the item or the fault (subject to stock availability)
• A repair (for damaged items, where applicable)
• A refund to your original payment method, if replacement parts or a replacement unit are unavailable on-site or under factory order.

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 of receiving all required details.

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.