Frequently Asked Questions

Free Delivery on Selected Homewares Orders Over $100

*FOR A LIMITED TIME ONLY! FREE DELIVERY ON ORDERS OF SELECTED HOMEWARES OVER $100.

TERMS & CONDITIONS: Excludes bulky and fragile items. Free delivery on orders of selected homewares over $100 applies to Australian metro areas only - ‘metro’ applies to deliveries within Australia Post courier post network areas - click here for Courier Post Delivery Network details. If returning a product, mailing back will be done at the customer’s own cost, alternatively products can be returned by the customer to a store at no charge. This offer is online only. 

 

 


SHOPPING ONLINE 

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

Yes, you do.

We need you to create an account so we can make sure your order is looked after by our team from purchase to delivery. By creating an account you can also keep your addresses updated to make sure all future purchases are quick and easy.

 

Can I click and collect?

Yes, however some items can only be collected from certain stores.

Smaller items can be collected from any store or warehouse location. Larger items, can only be collected from our warehouses and larger stores.

If you are picking your order up from a store, please bring enough muscle with you to load your purchase into your vehicle as not all of our team members will be able to assist.

All items must be collected within 7 days of arriving at store. When your order arrives in store, our team will give you a call and arrange the pickup with you.

If you’re picking up your order from a warehouse, you’ll need to book it in advance so we can make sure your order is ready. Our team will contact you after you place your order to let you know what pickup times are available and arrange a date to collect your purchase.

 

How do I know if an item is available?

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.

 

Do you offer Layby?

No, sorry.

Unfortunately due to space restrictions we are unable to offer layby. However some products may have an order time, which can act as a layby. For more information on a certain product, please contact us.

 

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.

 

Can I cancel my order?

Yes, but don’t leave it too long.

As an extension to your consumer rights you can cancel your Online order for 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.

Please note that our Refunds & Returns policy for orders placed instore are a little different. You can view these here.

 

What currency are prices displayed in?

All prices are displayed in Australian dollars.

 


PAYMENT

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


Can I use a Gift Card online?

Not yet.

While you can buy Gift Cards online, you cannot use them online. 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. 



DELIVERY

Do you deliver and how much is shipping?

Yes, we deliver to most areas!

Delivery options vary according to the size and weight of your order. A shipping calculator is available in the shopping cart, which 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?

It depends on where you are!

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)     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       5-14 days                                WA (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 of my order, what now?

Each method is a little different.

After your order has been processed we will contact you to confirm the delivery method. 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.

Home Delivery orders will be delivered to you from our warehouses around Australia. 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?

Most if the time.

Courier orders will be left at the address and do not require a signature. If you would prefer to ensure you are home to sign for the delivery, please let us know in the order comments section.

 

Where do you deliver to?

We deliver Australia-wide.

 


CUSTOMER SUPPORT

What is the warranty on your products?

Generally 12 months.

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?

Lots of love…and by following the care instructions.

You can find care instructions specific to each product on the specific Care & Details tab of that product’s page. If you need any more information or would like some help you can contact us on 1300 653 969, 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.

 

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

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.

 

How do I get in touch with head office?

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

 


RETURNS

Can I return my order?

Yes, absolutely.

We want you to feel completely comfortable ordering online. So, as an extension to your consumer rights, 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.

 

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 instore, 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?

Yes, you do. 

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. 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 instore are a little different to our online policy. You can view our store return policies here.

 

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.


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