Interior Secrets partners with external carriers to complete all of our delivery services. Although these carrier services take extreme care when performing your delivery, Interior Secrets will not be held liable for any damage that is caused during your delivery.

If any damage occurs to the property as a result of delivering the goods, customers are advised to contact the external carrier service directly at the time of delivery. Please ensure to take images and provide the external carrier with all relevant information to lodge your claim with them directly.

Interior Secrets offers a standard ground floor delivery service either with a standard 1-person courier (for small non-fragile items), or a 2-person fragile service (for large/bulky items). Interior Secrets can accommodate an above-ground floor service via lift access only, which is subject to approval. Sadly stair access is not permitted by our external carriers and will cease at ground floor level.

Freight is quoted and charged on our website as a standard single person ground floor delivery service.

- Requests to split an order into multiple deliveries will incur additional freight charges.
- Additional charges apply to failed delivery attempts or when adequate notice to cancel/reschedule a delivery is not provided or
- A failed delivery includes customers not being home on delivery day, despite being provided sufficient notice by both the external carrier and Interior Secrets.

Our external carriers require deliveries to be completed with easy access to the property and will contact customers directly with sufficient notice. Customers are expected to protect their own walls and flooring and ensure that there are no items in the driver's way, which could result in a health and safety risk. We require our customers to communicate with Interior Secrets in advance regarding any obstructions or difficulties expected prior to the day of delivery, such as a steep driveway or pets on the property.

Interior Secrets takes the health and safety of all its employees and delivery partners with the utmost priority. If for any reason our external carriers feel that they are unable to complete a delivery due to a posed health and safety risk, the drivers have the right to refuse the job and in that instance, Interior Secrets will accommodate collection from our Melbourne warehouse.

- If the job cannot be completed on delivery day due to a health and safety risk, the goods will be returned to Interior Secrets and all initial freight charges will be forfeited as a failed delivery attempt.

While we and our couriers endeavour to meet these delivery times on all occasions, keep in mind that your location and order size will ultimately impact the speed of delivery to you. As such, please allow up to 15 business days for all deliveries in case of delays. For non-fragile rural deliveries, please allow up to 12 business days from time of dispatch.

Interior Secrets offers extended holding services for your convenience. A fee of $90 per month (charged in four-week blocks) applies after the initial four (4) weeks. Holding fees form part of a service to your order and need to be finalised prior to Interior Secrets arranging collection or delivery.

Please note that we are unable to hold an order for more than four months.

Small Orders & Non-Fragile Items

*Fragile items include marble coffee tables, entertainment units, buffet units, and items containing glass.

Large Orders & Fragile Items

*Fragile items include marble coffee tables, entertainment units, buffet units, and items containing glass.

We require an Australian street or residential address for all deliveries as we cannot deliver orders to a PO Box or parcel locker. If access is difficult, not to the ground floor, or you require product/s to be carried inside and/or in elevators, please let advise Interior Secrets in advance prior to purchase for approval and pricing. The service and delivery of goods by external carriers is strictly to ground floor and/ or front door, as such, this service does not include:

● Carrying product/s inside or in elevators.

● Placing product/s in room.

● Assembling product/s.

● Removing packaging or wrapping.

Please note: Customers may be required to organise help from another person and to take furniture from the ground floor and/ or front door inside the residence. It is the sole responsibility of the customer to ensure that the packaged product/s will fit through doorways, and/ or elevators before placing your order. Once an external carrier is booked, customers will receive an email confirmation with further instructions regarding the carrier and further instructions. Courier costs include full insurance for product/s that are lost or damaged during transit.

If the delivery address is unattended or you are not available to accept the delivery, customers will need to contact Interior Secrets and authorise an "Authority to Leave" on the order, with at least 24 business hours notice.
If there is a failed delivery attempt cancellation and re-booking fees will apply of the total delivery charge paid (original freight charge forfeited and recharged as a rebooking fee).

Please note: An authority to leave will void Interior Secrets' and the courier's liability that covers any loss, theft, or damage to your product.

Tracking information is available for non fragile items only via standard single-person courier service.

Please note: that fragile removalists do not have the capabilities to give specific delivery dates and tracking information. If you require a tracked delivery, please contact the sales team at sales@interiorsecrets.com.au to confirm if your order is viable for tracking information.

Customers may be required to assist the delivery driver to carry heavy or large bulky product/s to your ground floor and/ or front door. Should you have special requirements, please leave clear instructions in the comments section upon the checkout process.

Please note: Depending on carrier availability, Interior Secrets may not be able to accommodate all delivery instructions or requests.

Requests for delivery cancellations or re-booking must be lodged with a minimum 24 business hours notice to avoid fees (excluding weekends, public holidays and must be during business hours). If there is a cancellation with less than 24 business hours notice or a failed delivery attempt cancellation and re-booking fees will apply of the total delivery charge paid (original freight charge forfeited and recharged as a rebooking fee).

Please refer to our Refunds & Returns page for more information regarding order cancellations.

Due to fragility, size, and packaging, selected products (labelled as 'Melbourne Only') are restricted for pick-up in or delivery to the Melbourne metro area only. These 'Melbourne Only' products will not calculate towards the total shipping costs in the cart as they cannot be delivered interstate.

Please note: This exclusion applies to all clearance, ex-display, and further selected products, which all have a note in the features section of the product page.

Collection is available and FREE from our Melbourne warehouse:

143 Foundation Rd

Truganina, VIC, 3029

Tel No: 1300 668 605

Customers will have the option to select ‘Delivery’ or ‘Pick-Up’ upon checkout to suit your preference. Collection will be arranged with our warehouse team within 3-7 business days of the product being in stock (excludes peak trade times).

Please note: Collection from the Truganina warehouse is available Monday-Friday from 10:00am-4:30pm. Customers will be contacted via email with their packing slip for collection and the earliest available date that the warehouse can accommodate for the order. Warehouse staff require a minimum 48 business hours (excluding weekends & public holidays) to prepare new orders for collection.

We endeavour to dispatch all orders from our Melbourne warehouse as soon as possible, typically within 3-7 business days of payment. Delivery times may vary based on location and product type:

Small Orders & Non-Fragile / Non-Bulky Items:

• - Melbourne (Metro): 1-5 business days.

• - Sydney & Adelaide (Metro): 2-6 business days.

• - Brisbane (Metro): 3-7 business days.

• - Perth (Metro): 5-10 business days.

Large Orders & Fragile Items / Bulky Items:

• - Melbourne (Metro): 3-10 business days.

• - Sydney & Adelaide (Metro): 6-15 business days.

• - Brisbane (Metro): 6-15 business days.

• - Perth (Metro): 14-20 business days.

Please allow up to 15 business days for rural areas, delays, or larger order sizes.

We reserve the right to reschedule delivery due to unforeseen circumstances. Specific delivery times cannot be guaranteed. We are not liable for any consequences or losses due to delivery delays.

Online Only Items
Certain items listed as Online Only are not stocked in our warehouses and may have extended lead times due to manufacturing and shipping schedules from local suppliers. Estimated lead times are provided on the product page, so please consider this when placing your order.

To ensure a smooth delivery experience, customers must:

• - Measure access points, including doorways, hallways, and lifts, to confirm the packaged product will fit. Otherwise, return fees apply for failed deliveries.

• - Inform us of any potential delivery challenges (e.g., access, steep driveways, insufficient parking, or pets on property) during checkout.

• - Ensure clear and easy access to the property, free from obstructions or existing furniture. Drivers will not be able to move existing furniture.

• - We recommend ensuring that floors and other property surfaces are protected prior to delivery. Please note that third-party carriers facilitate our delivery services, and while they take every precaution to handle your items with care, we cannot accept liability for any damage caused to property during the delivery process:

  • • •     - Use protective materials on floors where items will be moved.

  •     - Supervise the delivery process and guide the carrier.

  •     - If any issues arise during delivery, we advise you to document the incident and contact the carrier directly at the time of delivery to lodge a claim.

Important Notes:

• - Deliveries are typically conducted during business hours.

• - A driver may leave items in a safe area at their discretion if the address is unattended. Liability for theft or damage is not accepted in these cases.

• - Failing to advise of complex delivery requirements may incur additional charges.

• - Drivers have the right to refuse delivery if health and safety risks are present. In such cases, items will be returned to our Melbourne warehouse, and the original freight charges will be forfeited as a failed delivery attempt.

• - Please ensure someone is available to assist the driver upon delivery.

If you are not available to accept delivery:

• - Authority to Leave (ATL): Upon order placement, you may authorise the courier or carrier to leave goods unattended should you not be available to accept delivery. This waives liability for any loss, theft, or damage.

• - Missed Delivery: Failed delivery attempts will result in forfeited freight charges, all shipping / return fees, and rebooking fees. If you are not present at the delivery address within your allocated and confirmed delivery slot, our delivery partners will wait for 15 minutes before leaving. All undeliverable orders will be returned to our distribution centre and restocked. To reschedule a delivery, we will contact you to arrange the next available. As your order has already been shipped and is onboard with a driver, delivery costs have been incurred, therefore; Where customers are not in attendance during the arranged delivery window, a charge will be charged for any subsequent redelivery.

You can issue an 'Authority to Leave (ATL) if you notify us prior to the order being shipped. you can authorise the delivery person to leave your items at your address in case you're not present. By choosing this option, you confirm that you have a safe area for the goods to be left. It's important to note that Interior Secrets cannot be held responsible for any loss of goods if you select the Authority to Leave option.

Tracking is only available for Non-Fragile or Non-Bulky Goods items shipped via standard courier services. Fragile or Bulky Goods removalists will not provide tracking or specific delivery dates. Please contact our sales team at sales@interiorsecrets.com.au to confirm tracking options.

• - Extended Holding/Storage: Orders held beyond four weeks incur a $90 monthly storage fee, payable upon request. Orders cannot be held for more than four months.

• - Delivery Cancellations: Cancellation or rebooking requires 24 business hours' notice and is subject to approval. Cancellation requests are not guaranteed and will incur fees.

• - Redelivery: Any last-minute changes to scheduled delivery dates must be requested at least 3 business days prior to your confirmed delivery. Requests made after this timeframe may be subject to a re-delivery fee. If an unsuccessful attempt has been made to deliver into your home, then delivery costs have been incurred. Therefore; Failed delivery due to accessibility issues incurs a charge by the carrier and will be charged for any subsequent redelivery.

• - Split Deliveries: Requests to split an order into multiple deliveries will incur additional freight charges.

• - Complex Deliveries: Deliveries requiring long walks from parking areas to the property may incur additional charges.

- Incorrect Delivery Address: All undeliverable orders will be returned to our distribution centre and restocked. To reschedule a delivery to the correct address, we will contact you to arrange the next available. As your order has already been shipped and is onboard with a driver, delivery costs have been incurred, therefore; Where customers have provided incorrect delivery details, a charge by the carrier and will be charged for any subsequent redelivery.

Certain products, including Melbourne-Only and Ex-Display Items, have specific delivery conditions due to their size, fragility, or unique nature:

• Ex-Display Items:

• - Available for pick-up or Melbourne metro delivery only.

• - Require in-person inspection prior to delivery being organised to ensure customer satisfaction.

• - Sold in "as-is" condition and may show minor signs of wear or use.

• - These items are non-refundable and cannot be exchanged unless significantly different from the description provided.

• Melbourne-Only Products:

• - Due to their fragility or size, these products are restricted to Melbourne metro delivery or pick-up.

• - Shipping costs for these items will not calculate at checkout and must be arranged directly with our team.

For both categories, customers must coordinate delivery or collection with our Melbourne warehouse.

Customers may collect their orders complimentary from our Melbourne warehouse:

• Address: 143 Foundation Rd, Truganina, VIC, 3029.

• Hours: Monday to Friday, 10:00am - 4:30pm.

Collections require at least 48 business hours' notice to prepare for dispatch and are subject to approval. Customers will receive an email with their packing slip and collection details.

If you will be away or unable to receive your order, please notify us before dispatch so we can coordinate your delivery accordingly. Orders dispatched to unattended addresses without notice or prior instructions provided upon order confirmation will not be eligible for liability coverage if the items go missing.

The Proof of Delivery (POD) is more than just a receipt of delivery; it is an acknowledgment that the goods arrived intact. Before signing the POD, we recommend following this checklist:

1. Check all cartons for visible damage.

2. Confirm that you have received the correct items as per the POD and delivery order.

3. If there is serious damage to a carton, bring it to the attention of the delivery driver.

4. If there is any damage, take photos of the damage and cartons.

5. Indicate any property damage caused by delivery on the POD, and provide photographs to document the damage.

Once you have inspected the shipment and documented any issues, you can obtain the driver's signature or initials next to your notes about any damaged items or property on the POD. Please refrain from disposing of the cartons until the issue is resolved.

1. 1. Can I specify a delivery date?

• We aim to accommodate delivery preferences but cannot guarantee specific dates. Contact us to discuss your request.

2. 2. What happens if my item doesn’t fit through my door or lift?

• Please measure access points before ordering. Customers are responsible for ensuring the product will fit. Additional fees may apply for failed deliveries due to insufficient access or clear instructions provided upon order confirmation.

3. 3. Can I change my delivery address after placing my order?

• Address changes may be possible before dispatch and is subject to approval depending on whether your order has already been dispatched. Contact us immediately to request an update.

4. 4. What if my product is damaged during delivery?

• Document the issue with photos and report it to the carrier immediately. Notify us to assist with escalation and resolution.

5. 5. Do you deliver to PO Boxes or Parcel Lockers?

• No, we require residential or commercial street addresses for all deliveries.

6. 6. Can I delay delivery of my order?

• Yes, we offer extended holding services for up to four months. Storage fees apply.

For shipping inquiries, please contact us at support@interiorsecrets.com.au or call 1300 668 605.