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FAQ

ONLINE SHOP

How do I know if my item is in stock?

We update our website regularly with stock availability on all items. If an item is in stock, our website will clearly state “In Stock” and this item will be available to purchase immediately. If an item is out of stock, but available on the next container, our website will state “PRE-ORDER”. We receive containers every 6-8 weeks, so your order will not be a long wait, and you’ll be the first to receive it once this item arrives.  Please contact us with your enquiry if you’d like further information on the expected arrival of items.

 

If an item is out of stock and/or on pre-order, how long will it take to arrive?

As many of our items are ‘unique orders', stock levels may vary from time to time.  If for some reason, the piece you have ordered is out of stock, a member of our team will contact you to discuss alternatives and/or approximate ETA of the piece you have ordered. 

 

Can I make a purchase of an item, offline?

You are welcome to contact us on 0424 644 684 to place your order and make a credit card payment over the phone if you prefer. If you would like to make an order payment by Electronic Funds Transfer (EFT), we can email you an invoice together with our Banking Details. Please send us an email request. Contact Us.

 

How can I place an order for a Custom made Item?

We provide an option for “bespoke” orders in the drop down menu for each furniture piece.  Please select this, and then once your order is placed, we shall contact you with further details and differentials in pricing, as well as estimated timings for delivery.

 

SHIPPING

How much will delivery cost for my order?

Shipping / freight is NOT calculated at the checkout due to the unique size and weight of each item. You will be notified via email with a calculated shipping cost which will need to be paid over the phone prior to dispatch. For orders over $2,000 into metropolitan Sydney, Melbourne and Brisbane, delivery is FREE (excludes Sale purchases).

 

Do you deliver Australia wide?

Yes we deliver Australia-wide using a variety of different carriers depending on the size of your order and destination address. Please provide a delivery address where deliveries can be made during normal business hours from Monday to Friday, 9.00am-5.00pm. If you would like to make alternate delivery time outside these hours, please contact us. We do not post to a PO post office address.

 

Can I place an order if I live overseas?

If you are located outside of Australia and New Zealand and wish to place an order, we may be able to ship to you, please contact us and advise your Country and postcode with details of the pieces you are interested in.

 

How long will my delivery take?

All orders will be dispatched in a timely manner. If an order is in stock, we generally say allow 2-7 business days for delivery depending on your delivery address. For many country locations, WA, NT, Far N.QLD & Tasmania please allow approx. 2-3 weeks. Shipping lead times are estimates only. If a delay should occur, you will be notified by phone or email.

 

Do I need to be home to receive my order?

To ensure that your items are delivered safely to your delivery address it is advisable to have someone there to be able to sign for the goods. Your contact details and phone numbers are passed onto our logistic companies and they are requested to contact you in advance to advise of the anticipated date and approximate time of delivery. Malawi Cane Australia will do everything possible to request that the logistic company contacts you in advance, but unfortunately, we cannot be held responsible if they do not facilitate such a contact. If there is nobody to sign for the goods when they are delivered the logistics company will leave a missed delivery advice card in your letterbox advising of the failed delivery. At an additional cost, charged to you, the goods will then be returned to their local depot and you will then need to make contact with the logistics company directly to arrange an appropriate time for a re-delivery.

The other option is to authorise and "Authority to  Leave" when we arrange delivery with you. This means that in the event you are not home when deliver is attempted, the goods will be left as per your instructions.

 

RETURNS OR DAMAGES

What if I’ve made the wrong choice and want to return an item?

Malawi Cane Australia does not offer a refund for change of mind. We recommend you choose your items carefully and consider measurements and dimensions before purchasing items online. In certain circumstances, we may authorise an exchange. Additional Transport charges for exchanging product will incur the additional transport fees. Only faulty or damaged product may be returned and are subject to prior authorisation at Malawi Cane Australia’s discretion. Any exchange or return should be made within 7 days of receiving goods. Sale items are not covered by our Returns & Exchange Policy.

 

What if I notice that an item arrives damaged?

If you have the opportunity before signing for the delivery (i.e. receiving the products in good order), please unpack and check the item/s for any faults or damages. If you have any concerns you must make the appropriate notes on the delivery note before signing it and ask the driver to initial your remarks. This would include noting any obvious damage to the packaging or boxing as well as any obvious sound of broken materials such as fabric or timber. We require photograph/s indicating the damage to the item/s, as well as a brief email describing damage to the product, including any other relevant information (such as damage to packaging).

You must notify Malawi Cane Australia of any faulty or damaged goods within 24 hours of receipt of the goods by phone on 0424 644 684 or email info@malawicane.com.au  Failure to do so, will mean that any transit insurance policy may be voided. The onus is on you to report any faulty or damaged goods immediately.  Once we have received your advice of any faulty or damaged goods we will liaise directly with our freight supplier to resolve the issue as soon as possible to minimise your inconvenience.


 

WHOLESALE/TRADE

How do I apply for a wholesale/trade account?

To set up your wholesale or trade account, register with us by clicking on the wholesale page in our menu bar and completing the form with all information asked. Upon registration, we will review your request and within 48 hours you will receive confirmation of access to our wholesale and trade prices.

 

How much discount do I receive as a Trade customer?

Our discount for Trade Clients is 30% off retail prices and are applied to stylist, interiors designers and property developers.

 

Is there a minimum order quantity for Wholesale and Trade clients?

Yes, in order to receive the trade or wholesale discount on an item, a minimum order of $500 incl. GST must be placed for the first order.  For wholesale accounts, a minimum of $3000.00 must be purchased within each 12-month period.

Net Orders Checkout

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