450 WAVERLEY ROAD, MALVERN EAST (03) 8520 9599
WE DELIVER TO ALL OF MELBOURNE METRO

Support/FAQ

Puzzle Furniture aim to provide the best customer service to you so you can enjoy the most convenient and comfortable shopping experience, so good that you can tell and refer your friends to us in confidence!

If you have any questions or queries relating to our services, please check our FAQs below, as we try to cover as many areas as possible. If your enquiry is not covered in our FAQs, please don’t hesitate to contact us. We will be here to assist you as much as we can.

0490117861
puzzlefurnlife@gmail.com

 

 

General Questions

We are an independent furniture and lifestyle retailer based in Melbourne, Australia. For more of our information please see our About Us page.

We offer the best hassle free furniture shopping experience, based on trust and convenience. We deliver and fully assemble  all of our products, and place the products to your desired area. . We offer 5 Days Delivery Guarantee and Free Onsite Return Guarantee, so you can order with confidence and convenience.

For more of our information please see our About Us page.

At this stage we do not have a public showroom for you to view our products before your purchase, we are in the process of seeking a suitable location. Once this has happened, the showroom will be set up and made available to you for viewing.
However you can shop with confidence with our Free Onsite Return Guarantee, where you will have the opportunity to see the products in your home. If for some reason the product is not suitable, you can opt for on the spot return and full refund, or exchange to a more suitable item for the same delivery fee, subject to Fair Use Policy.

Our Puzzle Service Guarantee

To make your furniture shopping experience as convenient as possible, we offer 5 Days Delivery Guarantee to all Melbourne Metro customers (please see our Puzzle delivery area).
Within 5 days of your order we will contact you as soon as we can to provide you with a delivery date within a 4 hour delivery time frame.
If we cannot provide a date and time frame within 5 days, or if the item is out of stock after purchase, we will waive the delivery fee or you can opt for full refund unconditionally.
If you are unable to attend to the day and time frame provided, we will make the best attempt to deliver your item on the next available day and time however we will not be required to commit to the next available delivery date and time within 5 days of your order.

To earn your trust in shopping with us, we offer Free Onsite Return Guarantee to all Melbourne Metro customers (please see our Puzzle delivery area).
Once your item has been assembled and placed in your desired spot in your home, you have a maximum of 5 minutes to decide on your purchase. If you do not like the item, whether there are major defects on the item, or if the colour or length does not suit your home, or even due to our bad customer service, you can choose to return the product with full refund including delivery charge.
Free Onsite Return is subject to conditions and Fair Use Policy below.

To continuously offer wonderful services such as 5 Days Delivery Guarantee and Free Onsite Return Guarantee, we have to ask our customers not to abuse our Guarantees and services, therefore those Guarantees are subject to Fair Use Policy.
In general, if a customer exercise on the spot return, due to change of mind, poor service or minor defects (please see Section 2.10 in Terms and Conditions) , for more than twice over 12 months period, Puzzle reserve the rights to refuse service to the customer and delivery address.
We want our customers to have trust and convenience while shopping, but we also ask our customers to have the standard courtesy of furniture shopping: measuring up the areas, planning the theme and colour for your home, and remember our hardworking deliverers who will bend over to make sure you have the best shopping experience.

Payment Options

At the moment we accept Paypal or Credit Card payment through the Paypal interface.

Paypal is one of the most common and secure payment gateway for online. It provides excellent consumer protections so that you can purchase our products with confidence and protection in mind.

Due to unforeseen circumstances, at times there may be technical problems you’re your purchase over our website. Please don’t hesitate to contact us so we can proceed with your purchase manually over email.

At the moment we do not accept cash or bank transfer. For further enquiries please contact us.

We are actively seeking extended interest free partners, but as of right now we do not current have interest free finance option. For further enquiries please contact us.

Shipping

As we aim to provide consistent and hassle free experience, we currently do not offer pick up option. For further enquiries please contact us.

Currently we only deliver to Melbourne Metro area. Please check our Delivery Area page. In summary the most outerbound suburbs of Melbourne we delivered to are:

South: Clyde, Langwarrin, Mount Eliza
East: Pakenham, Berwick, Lysterfield, Ferntree Gully, Montrose
North East: Lilydale, Warrandyte, Templestowe
North: Eltham, Greensborough, South Morang, Epping, Craigieburn, Greenvale, Gladstone Park
North West: Taylor Hills, Calder Park, Caroline Spring
West: Werribee, Wyndham Vale, Tarneit

For suburbs outside these area, we might be able to offer a quote, however those outside delivery area will not be offered 5 Days Delivery Guarantee, and with Free Onsite Return Guarantee we will not be able to refund delivery fee. The outside delivery area also includes the following suburbs: Cocoroc 3030, Quandong 3030, DonnyBrook 3064, Kalkallo 3064, Mickleham 3064, Devon Meadows 3977, Cannons Creek 3977.

We currently cannot deliver to Regional Victoria or Interstate customers.

We try to ensure that you have the most seamless and convenient experience,

For suburbs outside delivery area, we might be able to offer a quote in addition to the paid order, however those outside delivery area will not be offered 5 Days Delivery Guarantee, and with Free Onsite Return Guarantee we will not be able to refund delivery fee.

If you choose not to continue with the order we will try to refund you within 5 working days.

We currently cannot deliver to Regional Victoria or Interstate customers.

To commit to our 5 Days Delivery Guarantee, our delivery hours are from 10am to 10pm, Monday to Saturday. Under our 5 Days Delivery Guarantee, we will provide you with a date and a time within a 4 hour time block.

Don’t panic, as we can schedule to later time or a time that suits you, so you can receive the furniture in the most convenient time. However we will not be required to commit to the next available delivery date and time within 5 days of order, as required by 5 Days Delivery Guarantee.

We want you to purchase with peace of mind, so we allow change of mind and cancellations before and up to two weeks after delivery as described below. Please call us on 0490117861 or email us at puzzlefurnlife@gmail.com to arrange alternation or cancellation of your order.

For change of mind and cancellations before delivery more than 24 hours prior to delivery time arranged or at the moment when we confirm delivery date and time cancellation is free of charge.

For change of mind and cancellations before delivery but within 24 hours prior to delivery time arranged, a processing fee of $33 will be charged and deducted from your refund or credit note for exchange.

For change of mind and cancellations within two weeks after delivery, provided the products has not been used and in the same condition as the day of delivery, a processing fee of $80 will be charged and deducted from your refund or credit note for exchange.

We do not accept change of mind or cancellations after two weeks of delivery.

If you choose not to continue with the order, we will try to refund you the order amount, deducting any applicable processing fee, within 5 working days of the instruction to cancel order.

For details of the terms and conditions, please see Section 2.08 (prior to delivery) and Section 2.09 (after delivery)

If you choose not to continue with the order, we will try to refund you the order amount, deducting any applicable processing fee, within 5 working days of the instruction to cancel order.

To reduce hassles and possible damages to the products we require the products to be delivered to a residential address. Products delivered to a non residential address are deemed as commercial use and Warranty and Free Online Return Guarantee will automatically be waived.

Yes, we can take commercial orders, as many of our furniture are excellent to decorate offices and other areas.

However for all commercial use item, warranty is waived for all Puzzle Furniture Products, and Free Online Return Guarantee (return due to change of mind or very minor defects) do not apply to commercial customers. So please check the products carefully before signing Proof of Delivery.

To give you peace of mind, if you’re not happy with the quality of the products, you can return the product on the spot and choose to not sign the Proof of Delivery. If you have Free Onsite Return Guarantee you can return the product on the spot free of any charges, subject to Fair Use Policy.

We try our best to control the quality of products and delivery procedures to ensure the products arrive to your home in its best conditions.. At any stage if you have any issues or dissatisfaction please contact us, as any feedback will allow us to improve our services and procedures to give you the best shopping experience as possible.

Puzzle Furniture defines minor defects as follows:

  • Small scratches, dents and imperfections that are within invisible areas, such as the back of the unit or at the bottom of a panel that are not visible to normal viewing angles, and does not affect structures or function of the products.
  • Very minor scratches and surface imperfections that are hard to notice from 2 metres away, and does not affect structure or function of the products.

With minor defects, you’re within your rights to reject the items by not signing Proof of Delivery and return the item, subjects to Fair Use Policy.

Puzzle tried our best in controlling the quality of products and delivery procedures, to ensure the products arrived to your home in its best conditions. However please considered that products are made by human and are delivered by our deliverers, there are human factors that we tried but might not be able to control, therefore we ask your forgiveness and patience if there are any issues. At any stage if you have any issues or dissatisfaction please contact us, as any feedback will allow us to improve our services and procedures, to give you the best shopping experience as possible.

Warranty and Return

Please refer to our Terms and Conditions section 4, Warranty and Claims

To start the warranty claim process, we will need the following information from you to be send via email to puzzlefurnlife@gmail.com, subject “Warranty claim for order number XXXX”, and includes:
– Description and location of faults and damages
– Photos of faults and damages
– Any other additional information, such as usage patterns, location of the products.
After assessing the information, if deemed to be claimable under warranty, we will initiate the return of the items, and offer the options for replacement or refund.

Provided that you have started the claim process and the case is claimable, we will arrange transport of the item back to our warehouse.