Shipping policy
At FAFA Living, we prioritise ensuring your orders are delivered to you as quickly and efficiently as possible. This policy outlines our shipping terms and your rights under the Australian Consumer Law (ACL).
All purchase orders must be fully finalised and paid for prior to confirmation of delivery or collection.
Shipping rates are calculated at checkout and will vary based on the size, weight, and destination of your order.
Delivery charges are non-negotiable and non-refundable unless required by the ACL (e.g., in the event of delivery failures or significant delays beyond a reasonable timeframe).
Once your order becomes available, we aim to ship and deliver it within 4-5 business days.
A person over the age of 18 must be available at home to receive the delivery of your purchase on the designated day. You will either be provided tracking details or a delivery time frame which will be an estimate only. Regretfully, we cannot negotiate these time frames as they depend on your location and the delivery company's daily route plan.
Please note that the estimated time of arrival (ETA) is only an estimate and may vary due to factors outside our control (e.g., carrier delays or supply chain disruptions).
If any changes to your ETA occur, we will notify you as soon as possible and work to resolve any issues promptly.
Sufficient access must be available to deliver the goods you have purchased. In cases where the goods need to be disassembled and reassembled, additional charges will apply. If the items need to be returned to the distribution centre, a redelivery fee will also be applicable. To avoid redelivery fees, please advise our customer service department in advance of any access problems on 0401 715 405. This will allow us to provide you with a more tailored and accurate delivery quote.
The delivery fee quoted for (standard delivery service) does not include assembly and package removal & upstairs deliveries. If you require additional services of assembly and package removal, if purchasing online the customer requires to contact us at 0452 596 767 to add these services to the order and if purchasing in-store the customer requires inform the staff before confirming the delivery. An additional fee will be quoted to carry out these services if available for your address.This must be paid in advance to be booked and cannot be accepted as CASH to the drivers or requested on the day of delivery.
Once arrangement for a delivery day is confirmed, there will be a redelivery charge $95 if no person is at the delivery address on the day of delivery or the delivery is cancelled by the customer on the day of delivery.
FAFA Living together with the carrier will not take any responsibility if there is insufficient accessibility for the delivery to be carried out, especially through stairwells and lifts. It is the sole responsibility of the customer to ensure that there is sufficient space to accommodate safe delivery of goods. You must notify us of any potential restrictions or access/delivery issues before the order is placed. A return delivery fee $95 will be deducted from the value of goods unsuccessfully delivered.
FAFA Living is not responsible for the actions of third-party vendors. Any damages to property must be reported on the day or within 24 hours after the delivery. No claims will be accepted outside the reporting time frame. Please include photographic evidence to support your claim.
Any Furniture damages incurred during transportation or assembly by the Third-party vendors must be reported on the day or within 24 hours after receiving the goods. No claims will be accepted outside the reporting time frame. Please include photographic evidence to support your claim.
If you have selected the Assembly and Rubbish Removal Service in store or online, it is the customers responsibility to retain the original and complete packaging for requests of return or change of mind. The item must be returned to original packaging to be collected in the same manner as delivered. For large items unable to be returned to the original packaging, we will not accept these products back for return unless they are verified as incorrect, faulty or damaged on receipt of goods. We will not collect items for change of mind or return that have partial or damaged packaging, and may return them if we find they have been used, assembled or returned with missing components.
For CBD deliveries, customers must provide a loading dock facility or secure parking spot to cater for at least a minimum 4T truck. Failure to do this will incur a re-delivery fee which is $95.
FAFA Living will hold your order for up to 12 weeks from the product availability date.
It is your responsibility to arrange alternative storage beyond this period. If alternative storage is not arranged, a $200 monthly storage fee will apply.
If you choose to cancel your order during this time, the refund will be processed in accordance with our Refund Policy and relevant fees may apply.
If a product is not delivered within a reasonable timeframe, you may have the right to a remedy under the ACL. This could include a refund, replacement, or other resolution depending on the circumstances.
FAFA Living is committed to meeting its obligations under the ACL and ensuring you receive your goods in acceptable condition and within reasonable timelines.
Disposal of all packaging materials are the customer's responsibility and will be left at the premises (delivery address) unless mentioned otherwise.
If you have any questions or concerns about your order or this Shipping Policy, please reach out to us via:
Email: info@fafaliving.au
Phone: 0452 596 767
Address: 223 Princess Highway Dandenong VIC 3175