To our Early Settler family,
In accordance with the current restrictions, our Queensland (Fortitutde Valley, Carseldine, Morayfield, Logan, Ipswich, Jindalee, Skygate, Robina & Kawana) and Sydney stores are closed to walk-in traffic, however our store teams are still available via phone. Our Castle Hill store will remain open as a collection point for Click & Collect and phone orders. Our home delivery is still available, but currently operating as contactless.
Our warehouses and distribution centres also remain in operation.
Q. Are any of your showrooms still open?
A. Our Sydney & some Queensland stores are closed to walk-in traffic but are still taking calls and facilitating purchases. All of our other stores are open and safe to visit with social distancing and strict hygiene measures in place. Please check our website for the trading hours of your local store.
Q. Can I still order online?
A. Yes, you can still order online as usual. No-contact home delivery and Contactless Click & Collect are also available.
Q. How do I shop?
A. You can shop:
- In-store: Other than the temporary closure of our Sydney & Queensland stores, all of our other stores are open and safe to visit.
- Online: Shop online at any time from the comfort of your home.
- Phone: Call our Customer Service team to place an order on 1300 653 969 to place an order.
Q. Are you still operating deliveries in Sydney?
A. All deliveries to Sydney & Queensland are currently contactless and your items will be left outside of your home. If you wish to discuss these arrangements or reschedule your delivery, please contact your local store or our Customer Service team on 1300 653 969.
Q. How do I get my order?
- We have no-contact home delivery for large bulky items.
- Smaller items can be delivered by no-contact general courier.
- You can also arrange for a contactless pick up of your items at a store or warehouse location near you. If you’re unhappy with your purchase, we have a 100% refund guarantee.
Q. I have an order pending — what will happen to it?
A. If you have an order pending, we will still deliver it. If you’re not ready to receive your order or would prefer to delay the delivery, contact Customer Service and we can work on a solution together. This situation is changing daily. At the moment, our carriers are delivering as normal. Please check the latest information on the product page of your item to see the dispatch date (in red) indicating when the item will arrive in the warehouse. If anything changes to impact the fulfilment of your order, our Customer Service team will be in touch to make alternative arrangements.
Q. What about Click and Collect?
A. Stores can still facilitate a contactless collection. You can order online or by calling your local store. Once you have placed your order, have a chat to your local store to arrange for your collection to be contactless. If you are self-isolating or prefer to delay collection, please call or email our Customer Service team on 1300 653 969 or firstname.lastname@example.org.
Q. Are your Customer Service team still available?
A. Yes, you can contact our Customer Service team on 1300 653 969 or email@example.com Or chat online: Monday to Friday 9am-9pm and Saturday and Sunday 9am - 5pm.
Q. What if I’ve requested and paid for assembly with my delivery?
A. Home assembly services are back in operation (other than in the current NSW/QLD regions lockdown) with strict hygiene measures and social distancing in place. Please contact our Customer Service team on 1300 653 969 if you’d prefer contactless delivery instead.
Q. I’m self-isolating. Can I still get my delivery?
A. Yes. We’re now providing no-contact delivery or, if you’d prefer, we can hold your order at our warehouse until you’re ready to receive it. You can do this by phoning or emailing our Customer Service team on 1300 653 969 or firstname.lastname@example.org.
Q. I’m self-isolating. Can I still return my items and have a collection?
A. Yes. If you’re self-isolating, phone or email our Customer Service team on 1300 653 969 or email@example.com to arrange a no-contact pickup.
Q. Can I change my delivery time/location?
A. Yes. Please email or call our Customer Service team on 1300 653 969 or firstname.lastname@example.org to arrange a new delivery time/location.
Q. I’m self-isolating and getting a large item delivered (2 man). What happens with this delivery process now?
A. Your no-contact delivery to your door will still happen as normal, but we won’t be able to bring your item to your room of choice. If you’ve paid for assembly, please contact our Customer Service team on 1300 653 969 or email@example.com to arrange cancel or to reorganise home assembly after your isolation period.
Q. Do you have a no-contact delivery process in place?
A. Yes. All of our carriers are now providing no-contact delivery only. For houses, this means we’ll place items in your driveway, rear garden or garage, as requested, while wearing masks and maintaining social distancing. If these locations aren’t available, we’ll place items outside your house where requested when we arrive. For flats and apartments, please contact our Customer Service team so we can work out alternative arrangements. For all deliveries, our drivers will photograph your items in situ and record this as proof of delivery. To arrange no-contact delivery, call your local store or Customer Service on 1300 653 969, or chat with us online.
Q. What precautions are your warehouses/couriers taking to prevent the spread of COVID-19?
A. The health and safety of our customers, teams and carrier partners is our number one priority. In our warehouses, we’ve increased our staff hygiene regimes to ensure that hand-washing and sanitising is much more frequent and all staff members wear masks at all times. Cleaning practices have also been increased. All of our carriers wear face masks and practice frequent hand-washing and sanitising. They are now providing no-contact delivery only and will not enter your home.