FAQ - Online sales

1 Delivery
1.1 Where do we deliver to?
No post boxes, only private addresses
 
1.2 Choosing a delivery date
You can choose a preferred delivery date. Please see details below in section 1.4.
 
1.3 Delivery Costs
All orders attract a delivery charge which is determined by the location of your delivery address
 
1.4 Delivery process

1.4.1 Smaller items:
Examples of small items are: Leather care kits, elevator rings etc.
- Small items are delivered via Australia Post or equal delivery services.
- We aim to deliver all small items within 5 working days after the order has been placed.

1.4.2 Furniture:
- To provide you with the most Stressless experience possible, we will deliver and assemble the furniture in the room of your choice, ready to use. We will also remove and take away the packaging.
- We aim to deliver all orders within 21 working days after the order has been placed.
- Our delivery partner will contact you to agree a suitable delivery date

In summary, the process is as follows:
1. You place your order
2. You receive an Order Confirmation
3. You receive an email/phone call from our retail partner nearest to your delivery location specified
4. You agree on a delivery date and time
5. Actual delivery
- To enable successful furniture installation, we kindly ask that you ensure:
a. adequate room for our retail partner to unbox and assemble your order at your chosen location
b. the area is clear of any furniture and flooring is levelled
c. sufficient room to carry the largest components of the unassembled product through to your location of choice
d. all pictures and mirrors from the walls and furniture are removed as necessary in advance to avoid any unnecessary obstruction
e. parking is made available at your chosen delivery location, on the same or adjacent street.
 
1.5 Delivery Attempts/Not at home
1. 5.1 Small items If you are not at home Australia Post should leave you a delivery notice to collect at your nearest Australia Post pick-up point, similar to other orders delivered via Australia Post. If neither is possible, the product will be returned to our warehouse and you will be contacted by our customer service.

1. 5.2 Furniture The delivery will take place at a date and time of your choosing, as agreed when our retailer partner calls you to arrange. If for any reason you are delayed, the retail partner will wait for further 15 minutes. If you missed the first delivery attempt, please call customer services on (02) 9525 4211.

1. 6 Can I change the delivery address?
It may be possible to change the address, but we cannot guarantee this. Please contact customer services on (02) 9525 4211 who will be able to advise.

1. 7 Issues with the delivery process
1. 7.1 I haven’t received my order confirmation? If you haven’t received an order confirmation by the next business day, please contact customer services on (02) 9525 4211.
1. 7.2 I haven’t received a call to book in delivery? It can take up to 14 business days after you have received the order confirmation before the retail partner calls you. In the event it takes longer  please contact Customer Service on (02) 9525 4211 and have your Order Confirmation Number on hand.
 

2 How do I reach Customer Services?

2.1 Opening hours: Monday – Friday: 9:00 – 5:00 Saturday and Sunday: closed

2.2 Telephone: (02) 9525 4211 or 1300 NORWAY (667 929). Prices from mobile phones might vary.

2.3 Email: sales_au@stressless.com
 

3. My order is incomplete?

Please contact customer services on (02) 9525 4211
 

4. What should I do if the product is damaged?

If the product arrives and is not in the condition expected please contact customer services on (02) 9525 4211 to discuss the best way to proceed. You of course have all the legal rights as described in the Terms and Conditions