Frequently Asked Questions



Ordering Online

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

No, you don't necessarily need to set up an account to order online with us, you can continue to place an order as a guest.

However, creating an account with us will allow you to securely store alternate delivery addresses and credit card details to speed up future purchases as well as reference any past orders you have made with us. The valuable information you supply is used only to process your order.

If you have previously shopped with us in-store, you may already have an account linked to your preferred email.

If you'd like to receive information regarding our new ranges, exclusive offers, and care tips, please subscribe to our Home Club at checkout or when creating an account.

I have just tried to log into my account to check on a past order, but my log in details aren't working, why is that?

You may have noticed that we have a shiny new website! Which has launched just recently. All orders are still in our back end, but as this is an entirely new platform, the data from our old website won't appear here.

This does mean that you will need to create a new account on the new platform for future purchases, which we will link to your account with us in the backend. Rest assured, any current and past orders and all other information relating to your account, is still in our retail system.  

If you would like us to supply a particular order, please let us know and we will be happy to forward the requested invoice.

Should you have any further questions or run into any troubles setting up a new account, please feel free to Contact Us.

How long will it take for my order to arrive?

Order times vary depending on the collection point or delivery location. Please see below for an estimated delivery/transit times for items that are in stock in our warehouse. If you need times more specific to your order, you’re welcome to email us directly at customerservice@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

10-21 days

Not all items will be available in stock for immediate delivery. Unavailable items will have an estimated arrival time displayed on each product page online. This ETA is the date we expect the item to arrive at our Victorian warehouse (Please Note: These ETA’s are estimates and may be subject to change). Please add the above delivery/transit times to the ETA for approximate delivery and collection dates of items not currently available.

International shipping delays, delays at ports or any other unforeseeable delays aren’t taken into account with ETA’s and transit times, these are outside of our control and as a result Early Settler can not be held responsible for these delays.

Please feel free to contact us at any stage for a status update at customerservice@esrgroup.com.au and we will be happy to assist

How do I make a payment online and are my details secure?

When your cart is ready to proceed to the checkout, follow the prompts to confirm your details, and then authorise your payment. We accept major credit and debit cards including VISA and Master Card and express checkout options Shop Pay and Google Pay.

We value and prioritise the safety/security of our customers sensitive information, which is why we have ensured that we have used a payment gateway provider who is PCI level 1 compliant for credit card processing. This means that it adheres to the highest standards of server compliance and is the highest standard in the world on payment processing. You can read more about payment gateway provider's PCI compliance here.

Am I able to lay-by or hold product?

Unfortunately, we don't have the space to offer lay-by or to hold products, but some items can be on back order, which you can treat as a lay-by. You will need to get in contact with our team at customerservice@esrgroup.com.au if you would like to pay the minimum deposit.

Items that are on a back order can be easily identified, by the estimated arrival time displayed under the price on the product pages (See example below).

How can I check the status of my order?

You can reply to your order confirmation email, or call us on 1300 653 969 at any point if you would like an update on your order.

Please Note: Any ETA’s provided are estimates only and may be subject to change. Any shipping delays are outside of our control, for which Early Settler can not be held responsible for.

I have checked the ETA online and it is different to what I saw when I placed my order, does this mean my order is delayed?

Not necessarily. It may just mean that the shipment your order is on, has sold through and we are onto the next shipment. Please feel free to contact us on 1300 653 969 or at customerservice@esrgroup.com.au for a status update with your order

I have just found out that my order has been delayed, why wasn’t I notified earlier?

While we try our best to keep our customers up to date with any significant shipping delays, these can change quickly and without notice and are often outside of our control. We will notify you of any significant changes as soon as we have been made aware of such delays by our shipping partners.

How do I find my nearest Early Settler Store?

You can find your nearest Early Settler store on our store locations page. On this page you may enter your post code or suburb or use the map, to find your nearest store.

How do I activate the buy one, get one free offer?

When you add eligible items to your cart, the discount will automatically apply. You can view it as a discount in the cart.

If the discount is not applying, ensure that you have two items added

How do I activate a bonus offer?

When you add eligible item/s to your cart, you will also need to add the bonus item that is included in the offer. As soon as all eligible products are added to the cart, the discount will automatically apply. You will then view it as a discount in the cart

Methods of Payment

What payment methods can I use?

We accept Visa, Master Card and PayPal through our secure online payment portal. We also accept express checkout payments using Shop Pay or Google Pay.

We also offer Zip, available for online purchases over $1000.

How do I make a payment online and are my details secure?

When your cart is ready to proceed to the checkout, follow the prompts to confirm your details, and then authorise your payment. We accept major credit and debit cards including VISA and Master Card and express checkout options Shop Pay and Google Pay.

We value and prioritise the safety/security of our customers sensitive information, which is why we have ensured that we have used a payment gateway provider who is PCI level 1 compliant for credit card processing. This means that it adheres to the highest standards of server compliance and is the highest standard in the world on payment processing. You can read more about payment gateway provider's PCI compliance here.

Do you offer other payment options such as Zip or Lay-by?

Yes! For online we offer Zip for purchases over $1000. Unfortunately, we don't have the space to offer lay-by or to hold product.

Can I buy instore using Zip?

Currently, Zip is only available to use on online purchases at Early Settler, but our team are here to help. You can contact us on 1300 653 969 or via the help button in the bottom right corner of our website.

What is Zip?

Zip is a simple, secure and convenient payment option that allows you to shop today and pay later for your online purchases at Early Settler. Creating an account online is easy, and you’ll be ready to shop in a matter of minutes with the quick approval process. For more information, contact Zip directly here.

What if I miss a Zip payment?

Zip repayments are taken automatically via direct debit. However, if your payment fails, Zip will send you a notification so you can make the payment manually or reschedule it to be processed in a few days’ time. Remember, a single $6 service fee will be added to your account for any month you have an outstanding balance. For more information, contact Zip directly here.

Does my interest free period start from the date I place my order with Zip Money?

No, as many of our products have an order time, the interest free period is set to start from the time of delivery or collection.

What do I need to apply for Zip?

You will need to select your desired credit limit and provide your residential, employment and financial information. A verification code will be sent to your mobile, so be sure to have that nearby.

How can I apply for Zip?

You can apply for a Zip account during the online checkout process at Early Settler. Simply choose the items you wish to buy, add them to your cart and head to the checkout. The prompts will guide you through. Subject to approval by Zip.

You will need to select your desired credit limit and provide your residential, employment and financial information. A verification code will be sent to your mobile, so be sure to have that nearby. For more information, contact Zip directly here.

Can Zip be used on any order?

You can check out using Zip for any purchase online between $1000 and $10,000, including sale items and our great value packages!

How do I pay using PayPal?

When your cart is ready to proceed to checkout, follow the prompts and you can pay via PayPal in the payment step. You'll just need to login using your PayPal account, and we have no expenditure limits for this payment method.

How do I pay using ZipPay

ZipPay is a flexible payment option we offer for online orders greater than the value of $1000, allowing you to make weekly, fortnightly, or monthly instalments with an interest-free period.

To pay using ZipPay, follow these simple steps:

  1. Browse online, find the items you would like to purchase and click the 'Add to cart’ button.
  2. Once you’ve finished choosing your items, click the ‘checkout’ button.
  3. Follow the checkout prompts until you get to the payment method screen.
  4. Select ZipPay as your payment option and follow all relevant prompts to complete your order.

Delivery & Collection

Can I click and collect?

You certainly can! While all items can be collected from our regional warehouse, smaller items can be collected from our stores.

Smaller items such as a bedside or a table lamp, items that can easily fit into a standard car, can be collected from any store or warehouse location and certain 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 our team members will be unable to assist. Please also bring blankets and tie downs to ensure your purchase can be safely transported home.

When your order arrives in store, our store teams will be in contact to arrange the pickup with you, this may be via SMS, email or phone call. All items must be collected within 7 days of arriving at store.

For click & collect orders being collected from a warehouse, a member of our team will contact you after your order has been confirmed to organise a convenient date for your collection.

In all cases, you will also need to present valid photo ID to collect your order.

How long do I have to pick up my order?

Due to warehouse and store space conditions, we ask that you collect within 7 days of your order being ready for you. Be sure to bring enough muscle to assist in loading your order as not every store will be able to assist.

If you are unable to collect within this time frame, please contact a member of our team either in-store or online at 1300 653 969 prior to arriving at the collection location, and we would be happy to discuss another collection date or alternative means of getting the product to you.

Can I pay for my order when I collect?

In most cases, orders will require full payment at the time of ordering to secure the products.

In some cases when placing your order, if an item/s or on a back order, a partial payment may be accepted. In these cases, we will require our minimum deposit of 30% at the time of order to secure the items on the shipment, with the remainder of payment to be made when your order is ready for collection or prior to delivery.

You will need to get in contact with our team at customerservice@esrgroup.com.au if you would like to pay the minimum deposit

Can someone collect on my behalf?

Yes, some certainly can collect your order on your behalf, however a few conditions must be met:

    1. You will need to inform us prior to them collecting, of who will be collecting on your behalf. For orders placed in stores, please contact the store you made the order through. For online orders, please contact us on 1300 653 969 or at customerservice@esrgroup.com.au
    2. They will need to present a copy of your invoice.
    3. They will also need to provide a valid photo ID

My local store is not coming up for Click & Collect, why?

Some items may be too bulky and heavy to send to a store. However you can collect from your local warehouse, where the teams are well equipped to be able to assist.

Once you've placed your order with us, a member of our team will get in touch via email to advise you of the next steps and to book in a collection date.

Our warehouses can be found at the following locations and are open on the below days:

  • NSW Warehouse 4/8 Rose Street, Campbelltown NSW 2560. View Map here

Monday: 9am - 2pm

Thursday: 9am - 2pm

Saturday: 8am - 12pm

 

  • QLD Warehouse Unit 1, 36 Deakin Street Brendale QLD 4500. View Map here

Wednesday: 9am - 12pm

Thursday: 9am - 2pm

Friday: 9am - 2pm

Saturday 7:15am - 11:45am

 

  • VIC Warehouse 164 - 168 Atlantic Drive, Keysborough 3173 VIC. View Map here

Tuesday: 2:30pm - 7pm

Thursday: 2:30pm - 7pm

Saturday 7am - 11am

Do you deliver and how much does it cost?

Yes, we certainly can deliver nationwide! Delivery options vary according to the size, weight & quantity of products on your order. For orders placed in stores please call your closest store, which you can find here, and delivery costs can be discussed when placing your order. For online orders, shipping rates will be calculated 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 will not see a delivery option at checkout – just get in touch with us if this happens and we’ll provide a custom delivery quote for your order. You can do this by calling us on 1300 653 969 or email us at customerservice@esrgroup.com.au. Alternatively, if you would like to secure your items, please proceed with your purchase selecting the store collection option. Then contact us to enquire about delivery to you and we can add the delivery fee to your order.

All delivery prices are per delivery, and we will only deliver once all items are available. If you prefer to have items delivered as they become available, then separate delivery fees will apply. Please Contact Us if you would like to update your order.

It is the responsibility of the customer to check that the items you are purchasing can be delivered into your property. So please ensure you checking all doorways, lift access, stairwells, entrances and driveway accesses. If the order is needed to be redelivered due to items not fitting through accessways, then additional delivery charges will apply and will need to paid in full before the delivery can be rescheduled.

If there is difficult access or if a delivery requires additional manpower to deliver the item/s, then additional delivery fees may be charged to cover such costs. Please advise us prior to delivery if any of this may apply to you. In these instances, the liability of damage to goods and property falls on the customer. Please be advised that our freight partners may request that you sign a waiver before attempting such deliveries.

Heavy, bulky and oversized items will incur additional charges and is subject to the limitations of our freight partners.

No delivery option was available at checkout, can you still deliver to me?

Yes we sure can, however some postcodes are outside of our regular delivery areas. If your postcode is not within our regular delivery areas, you won't see a delivery option at checkout – just get in touch with us if this happens and we’ll provide a custom delivery quote for your order.

You can do this by calling us on 1300 653 969 or email us at customerservice@esrgroup.com.au. Alternatively, if you would like to secure your items, please proceed with your purchase selecting the "store collection" option and the warehouse location. Then contact us to enquire about delivery to you and we can add the delivery fee to your order.

Is there anything I need to do prior to my delivery?

Yes, it is the responsibility of the customer to check that the items you are purchasing can be delivered easily and safely into your property. So please ensure you check all doorways, lift access, stairwells, entrances and driveway accesses etc. prior to delivery and advise us of any difficult access, so we can relay this information onto our freight partners.

If the order is needed to be redelivered due to items not fitting through accessways, then additional delivery charges will apply and will need to paid in full before the delivery can be rescheduled.

If there is difficult access or if a delivery requires additional manpower to deliver the item/s, then additional delivery fees may be charged to cover such costs. Please advise us prior to delivery if any of this may apply to you. In these instances, the liability of damage to goods and property falls on the customer. Please be advised that our freight partners may request that you sign a waiver before attempting such deliveries.

Heavy, bulky and oversized items will incur additional charges and is subject to the limitations of our freight partners.

Is assembly and rubbish removal included in my delivery?

No, unfortunately it isn't. The delivery price only includes delivery into your house, where the delivery team will place the items in the room of your choice. However, some of our carriers may offer assembly and/or rubbish removal at an additional charge.

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

Home Delivery orders will be delivered to you from our warehouses and stores around Australia. Delivery times will vary depending on your location and whether the stock is available in our warehouse or if we are sold out and waiting on the next shipments to arrive.

Location Stock is Available in Warehouse Stock is Sold Out in Warehouse

VIC METRO AREAS

We will be in touch shortly after your order is placed to book a delivery day. You can instruct us to leave your items somewhere safe. Please pass on any instructions to the team when you hear from them.

We will contact you after your order is placed to confirm ETA and again when your order has arrived to book a delivery day

NSW & QLD METRO AREAS

We will email you to book a delivery day shortly after your order is placed. You can instruct us to leave your items somewhere safe. Please pass on any instructions to the team when you hear from them.

We will contact you after your order is placed to confirm ETA and again when your order has arrived to book a delivery day

SA & REGIONAL AREAS (EXCEPT WA & FNQLD)

Your delivery will take place via the store and the team will contact you once it's available to book a day.