Shipping & Delivery Policy

Tracking details will be emailed to you once your order has been dispatched. This information is provided by our third-party courier partners and includes both a tracking link and reference number.

Updates will begin once the parcel has been collected and scanned into the courier's local depot for processing. You will typically receive email and/or SMS notifications within 24–48 hours (excluding weekends).

Authority to Leave (ATL) is authorised by default for your delivery, unless you advise us otherwise prior to dispatch. If you would prefer a signature to be required instead, please submit this request directly to the courier using the tracking link, as we are unable to make changes once the shipment has been booked for collection.

Please note that regardless of ATL or signature preferences, delivery is made to the ground floor entrance of a house, or the ground floor lobby of an apartment or multi-storey building, only. Our courier partners are not authorised to carry goods beyond this point under any circumstances — see our Shipping & Pick-Up page for full details.

For any delivery-related support or enquiries regarding your order's progress after dispatch, please use the "Lodge an Enquiry" option available on the tracking page.

We offer free express delivery within eligible Brisbane Metro postcodes with no minimum spend, and within eligible Sydney Metro postcodes for orders over $600 (orders under $600 to Sydney Metro are a flat rate of $39). Eligibility can be checked on each product page or at checkout. For orders outside these areas — including Greater Brisbane, regional Queensland, and other interstate locations — delivery costs are calculated at checkout once all items are added to your cart and your address is entered.

For non-metro locations, a delivery surcharge based on our courier rates is applied automatically at checkout.

Pro tip: Shipping is calculated by total order weight, so combining multiple items into one order usually results in significantly lower delivery costs than placing separate orders.

Orders are dispatched on Monday, Wednesday, and Friday. All shipments are booked with our couriers one day in advance of collection for the next available collection day. For example:

• Orders placed between Friday and 4pm Sunday → collected Monday
• Orders placed between Monday and 4pm Tuesday → collected Wednesday
• Orders placed between Wednesday and 4pm Thursday → collected Friday

Estimated delivery timeframes (after dispatch):

• Brisbane Metro: 2–4 business days (same-day available at extra cost)
• Other capital-city metro (NSW, VIC, etc.): 2–5 business days
• All regional postcodes: 3–7 business days

Custom shipping: Larger or wholesale orders may require palletised transport. Please contact us directly to arrange a tailored shipping quote.

As standard practice, we aim to dispatch all items in your order together when they are in stock and located at the same warehouse. However, we cannot guarantee that all items will arrive at the same time due to factors such as courier operations, product availability, or partial deliveries.

Larger orders containing multiple items may require palletised transport for safe handling. If you prefer not to have your order delivered on a pallet, we can ship the cartons individually instead; however, this will involve multiple consignment numbers and you may receive separate or partial deliveries.

To inquire about bulk delivery, please contact us and our friendly customer care team will be ready to assist you.

By default, all orders are held and dispatched once all items are in stock. If you would like any available items sent earlier, please let us know and we can arrange a partial delivery.

Please note that each delivery will be booked separately, and tracking details will be provided once dispatched. Depending on the items and circumstances, a fee may apply for split deliveries.

Yes! You can request to delay the dispatch of your order. To do so, please notify our team prior to dispatch by emailing support@proferlofurniture.com.au.

While we cannot guarantee delivery on a specific date or time, we can ensure your order is not delivered before your requested date.

Please Note: Orders held at our warehouse at the customer's request beyond 2 weeks from 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, which remain unaffected regardless of how long an order has been held.

We recommend confirming your delivery timeframe at the time of ordering to avoid this applying to your order.

After dispatch: Once an order has been dispatched, we are unable to accommodate delay requests. If you need to arrange a delayed dispatch, please contact our team at your earliest convenience — we're here to help.

Unfortunately, no. Delivery is controlled by our delivery partners, and they provide a delivery time frame between 9am and 5pm depending on your location. We recommend visiting the courier's website to track the progress of your delivery.

To ensure the safety of both our customers and delivery partners, all orders are delivered to the front door at ground level or to the building lobby. This also helps minimise the risk of damage to your property. We recommend arranging assistance in advance, as you may need help moving the items inside.

You can add delivery notes to your order on the Cart page prior to checkout. If you miss it, you may contact our customer service team via email with your order number and request here.

Additional delivery instructions only cover address instructions and Authority to Leave (ATL). Please note that “preferred delivery time” is not guaranteed as we do not control 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.

If you need to change or correct your delivery address, please notify our team via email at support@proferlofurniture.com.au prior to dispatch.

If your order has already been dispatched, a redirection fee may apply depending on the new destination and the stage of the delivery process.

To ensure the safety of both our customers and delivery partners, all deliveries are completed to the front door at ground level or to the building lobby only. Our courier partners are not insured or authorised to carry goods beyond this point, regardless of floor level, lift access, or building type. We recommend arranging assistance in advance, as you may need help moving the items from the ground floor entrance/lobby to their final location.

Authority to Leave (ATL) is authorised by default for your delivery, unless you advise us otherwise. You may include additional delivery notes at checkout. If you are unable to do so, please contact our customer service team via email at support@proferlofurniture.com.au prior to dispatch. Additional instructions are limited to address guidance and Authority to Leave (ATL) preferences.

Please note that preferred delivery dates or times cannot be guaranteed, as delivery schedules are determined by the courier's route and availability.

To ensure the safety of both our customers and delivery partners, all deliveries are completed to the front door at ground level or to the building lobby only. We recommend arranging assistance in advance, as you may need help moving the items inside.

Yes, we deliver to all addresses. However, to ensure the safety of both our customers and delivery partners, all deliveries are completed to the front door at ground level or to the building lobby only. We recommend arranging assistance in advance, as you may need help moving the items inside.

Our shipping services do not include assembly, and all products are delivered flat-packed for self-assembly. Please refer to the assembly instructions provided with your product or available on the product page under the “Warranty & Assembly” tab.

If you would like your furniture assembled, 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.

Assembly service coverage is available free of charge across most major metro areas, including Brisbane, Sydney, Melbourne, Adelaide, and Perth, and surrounding regions. For areas outside these zones, KitSet can still provide a tailored quote - view full coverage and pricing on their booking portal.

Unfortunately, we do not offer furniture recycling services at the moment.

Please ensure your delivery address is accurate and that someone is available to receive the order at the scheduled delivery time if Authority to Leave (ATL) has not been requested or authorised. For heavier or bulky items, we strongly recommend having assistance on hand, as couriers deliver to the front door or building lobby only.

If the delivery fee for your location appears unusually high, please contact our support team via email at support@proferlofurniture.com.au with your receiving address and the items you wish to purchase. We can review the charge and provide updated live quotes directly from our courier partners.

1. Contact our team: Get in touch with our customer service team via email within 14 days of receiving your order. 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.

For orders that have not yet been dispatched (including pre-orders), we will notify you as soon as possible if any delays occur.

Once your order has been dispatched and is in transit, if you notice no tracking updates for 72 hours, please contact the courier directly using the “Lodge an Enquiry” option on the tracking page.

Unfortunately, we aren't able to deliver to PO Boxes or Parcel Lockers due to security reasons and carton dimensions.

For orders requiring a signature on delivery, if a delivery attempt is missed, the order will be returned to site or the courier's depot and a re-delivery will need to be organised.

Please contact our customer care team as soon as possible to arrange re-delivery. Please note:

• A re-delivery fee will apply, as charged by the courier.
• The courier provides a limited timeframe for re-delivery arrangements.
• Missed delivery fees apply.

To avoid additional charges, we strongly recommend ensuring someone is available to receive the delivery or requesting Authority to Leave (ATL) before your order is dispatched.

Simply enter your address at checkout and a free pickup option at our Brisbane, Acacia Ridge 4110 warehouse will appear. Please note this is a warehouse only and not a showroom.

Pickup orders are typically ready within 24–48 hours. Collection hours at our warehouse are 10:00am – 4:00pm, Monday to Friday.

As our team are frequently out on deliveries, we require advance notice of your intended collection date and time to ensure staff are available to assist.

If you require same-day pickup, please contact us so we can assess availability. Same-day collections are subject to warehouse hours (10:00am – 4:00pm, Monday to Friday only) and are not available on weekends or public holidays.

We will send you a “Ready for Pickup” notification via email/SMS. Please note this is separate from the order confirmation email you receive immediately after placing your order. We cannot guarantee that an order will be ready for pickup if a customer arrives at our warehouse without the “Ready for Pickup” notification.

Our pickup location is at Acacia Ridge 4110 warehouse, Brisbane, Queensland. Our exact address will be provided once you receive confirmation that your order is ready for pickup.

Order collection hours are 10:00am to 4:00pm, Monday to Friday. Collections are not available on weekends or public holidays, as the warehouse is closed during these times.

As our staff are frequently out on deliveries, we require advance notice of your intended collection date and time to ensure sufficient staff are on-site to assist.

Please bring your order number or “Ready for Pickup” email AND a valid government ID that matches the name the order was placed under. You can also request pickup by someone else — just email us directly prior to pickup.

Orders must be collected within 7 days of being ready. If you require a later collection date, please contact us to arrange secure storage so your order remains safe until pickup.

If the order is not collected within 7 days and we have not received a response, our team will follow up, and the order may be cancelled if we do not hear back from you.

For delayed dispatch requests, if an order is held at our warehouse at the customer's request for more than 2 weeks past the original ready-for-dispatch date, it will no longer be eligible for a change-of-mind return or refund. This has no impact on your rights under the Australian Consumer Law regarding faulty, damaged, or not-as-described goods — these remain fully protected regardless of how long the order has been held.

Yes, someone may pick up orders on your behalf. However, this must be requested via email through the person/contact method that placed the order, along with information on who else is coming to pick up the order.

All packaging and carton sizes are available on our product pages under the “Materials & Specification” tab. Please ensure the vehicle you bring can safely fit the products you wish to pick up. Our friendly warehouse staff will also assist you in loading your products as long as it's safe to do so.

Yes — our friendly staff will help you load your product into the vehicle as long as it's safe to do so.