frequently asked questions

PURCHASING ONLINE CLICK & COLLECT ORDERS & DELIVERY

CANCELLATIONS AND RETURNS

WARRANTY & PRODUCT CARE CONTACTING US

PURCHASING ONLINE

What currency are prices displayed in?

All prices are displayed in Australian dollars

Do I need to create an account to place an order online?

Yes please, so we can ensure your order is looked after from purchase through to delivery. By creating an account you can also easily maintain your contact details and it also makes any future purchases quicker and easier.

How do I know if an item is available for purchase?

The product page will let you know if a product is available. If a product is not currently available, an ETA will be shown below the price on the product page. The product’s ETA will also be displayed during the checkout process, and again at the bottom of your order confirmation email. Please note: Your order ETA is not the date your order will arrive to you. For more information on order transit times, please see here.

What payment methods can I use?

Mastercard, Visa, and Direct Deposit.

The total order amount will be charged to your card when you place an order. You can also direct deposit to us using the bank details provided on your order confirmation. Please make sure to use your invoice number as the reference so we can track your payment. Also, please note that your order will not be confirmed or actioned until your payment has been received. This can take a few days, depending on your bank.
Credit card payments are processed securely online through our third party payment provider, SecurePay. You can view details of SecurePay’s security standards, as well as a copy of their Level 1 PCI DSS Certificate of Compliance, online here (to be updated depending on payment providers)

Do you offer Lay-by?

Unfortunately due to space restrictions we are unable to offer lay-by. However some products may have an extended arrival date, which can create some additional time to arrange for payment. For more information on a certain product, please contact us.

Can I use a Gift Card online?

While you can buy Gift Cards online, you unfortunately cannot use them online yet. To use a gift card to purchase items, please visit a store or contact us and we can process your order via email or over the phone.

CLICK & COLLECT

Can I click and collect?

Absolutely. To find out how simple and easy it is, check out our click and collection section here. (live link to click and collect page)
With Click & Collect there are just a couple of things you should be aware of upfront.

  • Larger, bulky items can only be collected from our warehouses and larger stores.
  • If you’re picking your order up from a store, our team will give you a call as soon as it arrives. Please arrange for collection within 7 days of the call and bring enough muscle with you to load your purchase into your vehicle as not all of our team members will be able to assist.
  • If you’re picking up your order from a warehouse, our team will contact you after you place your order to let you know what pickup times are available and arrange a suitable date to collect your purchase. 

ORDERS & DELIVERY

Do you deliver and how much is shipping?

Yes, we certainly do! Delivery options vary according to the size and weight of your order. A shipping calculator is available on the shopping cart page that will tell you the combined price of delivery for all the items you are purchasing.

Please be aware that some postcodes are outside of our regular delivery areas. If your postcode is not within our regular delivery areas, you’ll receive a message at checkout – just give us a call if this happens and we’ll provide a custom delivery quote for your order.

How long will my order take to arrive?

Order times vary depending on the collection point or delivery location. Please see below for an estimated delivery time. If you need times more specific to your order, you’re welcome to email us directly at orders@esrgroup.com.au

Location Delivery Time (from ETA)
Victoria 4-14 days
Queensland 7-14 days
South Australia 7-14 days
Cairns 10-21 days
New South Wales &  ACT 5-15 days
Western Australia (Innaloo) 10-21 days

Not all items will be available in stock for immediately delivery. Unavailable items will have an ETA below the price of the product. This ETA is the date we expect the item to arrive in our Victoria warehouse. Please add the above delivery times to the ETA for approximate delivery and collection dates of items not currently available.

I have selected Courier or Home Delivery for my order, what now?

  1. After your order has been processed we will contact you to confirm the delivery method. 
  2. Courier orders will be couriered directly to you using Startrack. These orders can be tracked on their website using your invoice number. You will also receive an email from Startrack when your order has been dispatched.
  3. Home Delivery orders will be delivered to you from our warehouses around Australia. 
  4. We will give you a call to book a delivery day. If your order is showing an ETA, this is the date it will arrive in our Victorian warehouse and we will contact you closer to this time to book in a delivery.

Does someone need to be home for delivery?

Yes, please. Home Delivery orders will need to be signed for so please ensure someone is at the address upon delivery. If you are not home to accept your delivery, an additional cost will apply.
Please note we cannot deliver to PO Boxes, but we can deliver to offices and work addresses.
Courier orders can be left at an address, with your permission. If you are happy to do this, please let us know in the order comments section.
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How do I check the status of my order?

To check the progress of your order you can contact us at orders@esrgroup.com.au or phone 1300 653 969

CANCELLATIONS & RETURNS

Can I cancel my order?

Yes, but don’t leave it too long. You can cancel your Online order and receive a full refund, provided the delivery process has not commenced. If your order has already been sent to the collection point or delivery depot, a 20% cancellation fee may apply to cover transfer and restocking costs.

Can I return my order?

Yes, absolutely. You can return your Online order to us within 7 days of receiving it for a full refund of the product price not including shipping. You can also return your order to us within 21 days for a credit note or exchange. If your order is of a large, bulky product, a 20% cancellation fee may apply to cover transfer and restocking costs. Please note that our Refunds & Returns policy for orders placed in-store are a little different. You can view these here.

How do I return my order?

You can take it in store, or ship it back to us. 
You can take your Online Order back to your nearest store to return it. If you are returning your Online Order in-store, please take a copy of your invoice with you. Alternatively, you can arrange for it to be shipped back to us.
Refunds over the value of $500 can only be processed back into your account by our Online Customer Service team. If you make a return in store, they will contact you within 2 working days of your return to arrange your refund.

I am returning an item – do I need to pay for shipping?

If you are sending an order back to us, you will have to pay for the shipping. We will happily assist you in arranging the return, so please contact us at orders@esrgroup.com.au or call us on 1300 653 969 during business hours. To speed up this process, we request that you include your invoice number and a brief note on why you would like to return your order.
Returned items must be in their original packaging and in as-new, re-sellable condition. Please note that our Refunds & Returns policy for orders placed in-store are a little different to our online policy. You can view our return policies here.

I received an item I believe to be faulty, what can I do?

Please contact us! We want you to be completely satisfied with your beautiful new pieces. If you believe your item is faulty please email us within 7 days of your delivery or collection. Send your email to orders@esrgroup.com.au along with your invoice number and photos of the faults, plus a brief description of what you think might be wrong, and our team will be in touch to let you know what we can do.

I am returning an item because it is faulty – do I need to pay for shipping?

If you believe your item is faulty please email us within 7 days of your delivery or collection. Send your email to orders@esrgroup.com.au along with your invoice number and photos of the faults, plus a brief description of what you think might be wrong, and our team will be in touch to let you know what we can do.

WARRANTY & PRODUCT CARE

What is the warranty on Early Settler products?

All products have a 12-month warranty attached to them at no additional cost. Some items will have additional warranties. Warranty details can be found on the Care & Details tab of each product.

How do I look after my new pieces?

You can find specific care instructions for each product on the Care & Details tab of that product’s page on the website. If you need any more information or would like some help you can contact us on 1300 653 969 during business hours, or visit one of our stores – our team will be happy to provide advice and suggestions to help your products look amazing for years to come.

CONTACT US

How do I get in touch with your support office?

Email us at info@esrgroup.com.au, or call us on 1300 653 969 during business hours.