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Furnishing FAQs

ONLINE SHOPPING

Because we’re committed to helping you with all your home renovation and décor needs. All our furniture and home décor have been hand-selected by our designers to complement and complete your FANTACI Spaces. You can buy our furniture and décor in our online store or at our Port Melbourne showroom.

Once you’ve made an online order, you’ll get a confirmation email with all your order details. If any of your items are out of stock or we can’t process your payment, we’ll contact you within two business days of receiving your order. We’ll notify you by email once we process your order and attach your invoice and delivery details.

Please contact our customer service team on 1300 000 688 or at hello@fantaci.com.au.

We’ll process your payment as if the product was in stock and send you an email with your expected delivery date(s). These items generally have a four to six-week waiting period.

Most of our furniture comes fully assembled. Products that don’t come pre-assembled will include easy-to-follow assembly instructions. For more information, please contact our customer service team on 1300 000 688.

PAYMENT

You can pay immediately via our online checkout system. We accept major credit cards (Visa, MasterCard and American Express), direct debit, and PayPal. All payments are charged in Australian dollars (AUD) and include GST. Please note, goods will not be dispatched until we receive full payment.

Yes. Our website is secured by the SSL system, which offers one of the highest level of encryption or security available. This gives you complete privacy and security between your browser and our web servers. All online payments are secured and processed by Secure Pay.

No problem at all. By selecting Afterpay as your payment method, you can pay for your order in four installments that will be automatically taken from your debit or credit card each fortnight. Afterpay is available to Australian residents over 18 years old only. Learn more about how Afterpay works.

RETURNS & REFUNDS

If you change your mind about a Selection product, you’re entitled to a refund, provided you notify us within seven days of delivery. Where you’ve informed us of a change of mind within this time period, we’ll give you a refund, minus the total delivery and handling costs. All Selection products must be in their original packaging and not assembled or part assembled in any way. A 20% restocking fee applies if goods returned for change of mind are not returned in their original condition. Refunds may take at least 14 days to process.

The following items are not eligible for exchange:

• Items marked as “Sale” or part of any clearance or other similar promotion

• Display items

• Made to order items

• All leather products

Please contact us for more information or to start the return process.

We can only give you a refund if you contact us within seven days of delivery. If the items are unused and in their original condition, we’re happy to offer you an exchange. You can exchange your Selection product for another product or products of the same or lesser value within 30 days of purchase.

The following items are not eligible for exchange:

• Items marked as “Sale” or part of any clearance or other similar promotion

• Display items

• Made to order items

• All leather products

Please contact us for more information or to arrange a product exchange.

Please contact our customer service team on 1300 000 688 or via email at hello@fantaci.com.au. Please have your order number, the name of the faulty item and full details of the fault (including photos if possible) available. You’ll also need to hold onto all packaging and proof of purchase until we resolve your issue.

WARRANTY

We’ve got you covered for up to five years of repairs and replacements in certain circumstances. Warranty periods vary depending on the product type. Our full Warranty guide can be viewed here.
Our customer service team is happy to help you with all your warranty questions and claims. One phone call to us and it’s underway.

DELIVERY

We deliver all our furniture products (including rugs and wall art) to the metropolitan Melbourne area. Our décor products can be delivered to selected areas throughout Australia.

We are pleased to offer a $59 flat-rate for shipping all of our FURNITURE products (including rugs & wall arts) to the metropolitan Melbourne area, and this is one rate no matter how many products you order.

For DECOR items, we also offer flat shipping rates for the selected states in Australia.

VIC, ACT, NSW + SA — $15,
TAS + QLD — $20,
WA — $30

Orders to metropolitan Melbourne will usually arrive within one to two business days of dispatch from our local warehouse. Slight delays may occur during the holiday or sale period.

Interstate delivery takes approximately three to twenty business days depending on location.

If your products are in our overseas warehouse, or a product is made to order, delivery may be subject to delay. We’ll inform you when your products arrive in Melbourne and are ready to dispatch from our local warehouse.

You cannot choose an exact delivery time, but delivery will happen between 7:00 am and 4:00 pm, Monday – Friday.

We’ll email when your order is ready to ship, providing tracking information you can use on the delivery partner’s website. We’ll also notify you via SMS when your products are ready to be delivered.

Our service providers don’t currently deliver on weekends, but rest assured, we’re working on this!

We’re unable to deliver to PO boxes or Parcel Lockers as these are usually too small to hold the items we sell.

Once your order’s confirmed, we’re unable to make changes to your delivery address. But we can provide your courier’s contact details, so you can liaise with them directly regarding any changes. Please note: Some couriers may charge extra fees for changes to delivery address.

If you’re not there to sign for your delivery at the confirmed time, our courier may reschedule the delivery, and a re-delivery fee may apply.

Contact our customer service team via online chat prior to the order being placed if you wish to give an Authority to Leave for the courier. To use Authority to Leave option, you must have a safe area for the goods to be left. If you choose this option, you agree that FANTACI is not held responsible for loss of goods.

Unfortunately, the service and delivery of goods by third party couriers is usually to ground floor and/or front door by a single delivery driver, and two-person drivers for bulky goods. The standard service DOES NOT include:

• Carrying product/s inside, upstairs, or in elevators
• Placing product/s in rooms
• Assembling product/s
• Removing packaging or wrapping.

Dependant on the size and weight of the item, you may need to assist the delivery person in carrying your furniture items to the ground floor entrance to your property. Note, it’s your responsibility to ensure the packaged product/s will fit through doorways, staircases, and/or elevators before placing your order.

If you need helping with the above extra services, please contact our customer service team via online chat for details and quotes.

Yes, you’re more than welcome to pick up your furniture items from our Port Melbourne showroom if you don’t want to pay for shipping. Simply select this option during the checkout process. Pickups are available Monday to Friday by BOOKING ONLY. Our showroom is located at 3/11-12 Phillip Court, Port Melbourne, Victoria.