Frequently Asked Questions

Viewing products

Q. Do you have a showroom?

A. Our showroom is located at 51 Glen Osmond Road, Eastwood. Off-street parking is available onsite.

 

Q. What are your opening hours?

A. Monday to Friday 9am to 5pm | Saturdays 10am to 4pm

 

Q. Are all the items listed online available to view instore?

A. Due to the scale of our collection, it is not possible to display every option in every colour. We have an extensive range in our showroom to ensure a good representation of furniture and rugs, as well as a plethora of sample options. Please phone or message us prior to visiting the showroom to enquire if the items you are interested in viewing are on display (08) 8274 1125.

 

Q. Are you able to provide design advice?

A. Our staff are very knowledgeable with the products in our range and are happy to assist you with any of your interior design questions. Please call us if you’d like to arrange in instore consultation on (08) 8274 1125.

 

Product availability

Q. How do I check stock availability?

A. Please call us on (08) 8274 1125 or get in touch here to check on availability. If it is not readily available instore, we will contact the supplier and endeavour to respond to your stock checks as soon as possible.

 

Q. I’ve placed an order online, what happens now?

A. You will receive an automated email confirming your order and a tax invoice. Our staff will process your order by confirming stock availability and any associated lead times within 48 hours. Once your order has been processed, you’ll receive a shipping confirmation email with an estimated delivery timeframe.

 

Q. I received a shipping confirmation email, but my item(s) have not arrived…?

A. Please double check the delivery timeframes for each product that you have purchased. If there are different timeframes for each product, we may be consolidating all your items to arrive together, so please allow enough time for the longest delivery timeframe.

If you have waited longer than all of your products’ delivery timeframes, then please contact us on (08) 8274 1125 or send a message (make sure to include your Order Number) and we will find out what is taking so long!

 

Q. What if your supplier is out-of-stock of the product that I’ve purchased?

A. For any product(s) that has a lead time greater than our regular delivery timeframes (as stated on each product’s page) we will contact you directly to discuss your options. Please ensure you provide your best contact details at the time of purchase.

 

Q. What if I need to cancel my order?

A. We are happy to discuss your options so please contact us on (08) 8274 1125 or message us as soon as possible. Order cancellations must be advised in writing and will be at Terrace Floors + Furnishings discretion.

 

Delivery & collection of goods purchased online

Q. Can I collect directly from your store?

A. Yes, you can request to collect from our Eastwood store. We do require 24 hours notification prior to collection to allow for the goods to be ready. Our showroom opening hours for pickup are Monday to Friday 9.30am to 4.30pm and Saturdays 10.30am to 3.30pm. Please ensure you have a person with you to assist with loading your product(s), as due to our store being open to the public, we are not always able to supply staff to assist with loading.

 

Q. What if my goods get damaged on the way home?

A. By collecting the goods and transporting them yourself, Terrace Floors + Furnishings cannot be liable for any damage to goods after they have been received by the collecting personnel.

 

Q. Can I arrange my own transport?

A. Of course, please make note of this in the comments section when placing your order and we will get in contact with you to confirm the collection of your goods by your preferred transport provider. Please note that Terrace Floors + Furnishings cannot be liable for any damage to goods while in the process of transport organized by a third-party. For items collected by the customer’s nominated transport provider, the customer will need to take necessary steps to resolve the issue with their carrier.

 

Q. What does "Delivery Only" include?

A. Our drivers will endeavor to place your item(s) in the location requested so long as the area is clear and safe to access. This is a basic drop off service only to the ground floor unless alternative instructions have been communicated. Please note that some of our transport providers cannot enter the inside of residential premises. Get in touch if you would like to arrange delivery to a specific or internal location.

 

Q. What does Delivery and Placement/Assembly include?

A. The delivery, installation and assembly option includes the placement of your item(s) in the location requested so long as the area is clear and safe to access, as well as the removal of any associated rubbish. This service is to the ground floor only, unless Terrace Floors + Furnishings have been advised 24 hours prior to the delivery and confirmed its ability to deliver items upstairs or to a non-ground floor location. This service excludes the moving of existing furniture, as well as the permanent-fixing of assembled items.

 

Q. Do you ship internationally?

A. Sorry, we do not ship goods internationally, however you are welcome to arrange your own freight and shipment internationally. Please make a note of this at the time of purchase and we will contact you to be advised of your preferred transport provider.

 

Damages and Returns

Q. I’ve received an order but there’s an issue and I need to make a claim. What do I do?

A. We're so sorry that you're having trouble with an item purchased through us, however rest assured that we pride ourselves on customer service and want to help rectify any issue that arises.

In order to best help you, we ask that you email us at claims@terracefloors.com.au and include the following information:

  • Your full name, the product in question and order number in the subject line
  • A description of the product and the fault in question
  • Where possible, it's super helpful for us if you can attach at least 3 photos of the damage/fault (a close up, a different angled close up and a context/location view) - 6 photos is ideal, so the more photos the better!
  • Your best contact details

With this information, we'll investigate and get back to you as soon as possible with some possible options for resolution.

 

Q. I received an order and it’s not what I envisaged it to be, what can I do?

A. We do not accept returns for “change of mind” or “incorrect items purchased”. Please ensure you review each product’s details online carefully and if you require a swatch/sample, please contact us.

Please note that colours on the website are indicative only.

 

Q. My furniture is missing a piece; can I get a spare part?

A. Of course, to request a spare part please contact us and we will work to resolve this matter as soon as possible. In general, the sooner you get in contact, the faster it is for us to resolve.

You will be asked for the invoice or sales order number that relates to this item, the product code and a photo if available.

We are here to help! Please contact us or call (08) 8274 1125 for assistance.

 

Q. How do you decide between repair and replacement?

A. You are entitled to a replacement or refund for a major failure. Terrace Floors + Furnishings reserves the right to decide whether a component or item should be repaired or replaced. We must be notified of any defect within 7 days of the defect occurring. You will be prompted to provide your invoice number, photographs and a brief descriptions of the issue.

Please provide 5-6 photos of the damage to the goods(close ups, different angled close ups and context/location views).

 

Q. What happens if my furniture gets damaged in transit (Terrace Floors nominated carrier and client arranged carrier)?

A. If transit damage occurs via a Terrace Floors + Furnishings nominated carrier and freight has been billed/charged to the client by Terrace Floors + Furnishings, we will work on the client’s behalf to resolve the issue with the carrier. For items collected by the customer’s nominated transport provider, the customer will need to take necessary steps to resolve the issue with their carrier.

 

Refunds

Q. How long does a refund take?

A. A refund will be paid to you as soon as possible (if applicable), and processing time can differ between institutions.

 

Credit Card refunds:

Credit card refunds will be processed within 5 working days of our receipt of the goods, but may take longer than that to appear on your credit card statement. Please note that cheque refunds require a longer processing time.

If you cancel your order after receipt of goods, the shipping and handling charges will not be refunded, and any return freight charges will also be deducted from your refund. Restocking fee may apply to some orders. This will incur 10% of the RRP price plus freight charges. If you wish to query your final payment, please contact us.

 

If you’ve read all the way down here and we still haven’t answered your question, please do get in touch via message or phone on (08) 8274 1125. We are more than happy to assist you with your enquiry, and thank you for supporting a local Adelaide business!
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