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FREQUENTLY ASKED QUESTIONS

How much does an appointment with the Design Studio cost?

Our Design Studio service is free! One of our Design Consultants will help you transform your house into your home with recommendations for furniture, artwork, soft furnishings, and homewares selections individually tailored to your aesthetic, lifestyle, and your budget.

 

How do I make an appointment with the Design Studio? 

Please fill out the form found HERE and a Design Consultant will get back to you to make an appointment. 

 

When is the Design Consultant available?

Our Design Consultants are available Mondays - Saturdays, 9am - 5pm.

 

Can I visit the Design Studio in person? 

Unfortunately, we cannot accept walk-in appointments with our Design Consultants. If you would like to visit the Design Studio in person, please make an appointment by filling out the form found HERE. The Design Studio is located in our flagship Maribyrnong store, and operates Mondays - Saturdays, 9am - 5pm.

 

Do you offer Click & Collect?

Unfortunately, we do not currently offer Click & Collect. 

 

How do I track my order?

Once your order has been shipped, you will receive a tracking number via email. Please allow 24 hours for the number to load for accurate readings.

 

Can I pick up my order from a store?

All Online Orders are shipped from our warehouse in Victoria directly to your home address. If you would like to collect from a store, please contact your local store and place an order with them.

 

How long does delivery take?

Please check our Shipping Information page HERE for the most up-to-date delivery timelines. 

 

Do you deliver to P.O. Boxes or Parcel Lockers?

As we use a courier company, all Online Orders must go to a registered street address. Unfortunately, we cannot ship to P.O. Boxes or Parcel Lockers.

 

Do you ship outside of Australia?

Unfortunately, at this stage, Provincial Home Living ships Australia wide only.

 

How much does shipping cost?

Shipping costs can vary. The best way to calculate shipping is through our checkout page. Simply add the items you wish to purchase to your cart. Click to view your cart and enter your postcode under ‘Estimate Shipping’.

 

Is assembly included in furniture deliveries?

Some items are sent flat packed to save you freight and to facilitate access into homes. If you would like something assembled, please contact us and we can arrange a quote for you.

 

What should I do if I didn’t receive my order confirmation email?

Please check your junk folder. If you cannot find your confirmation email, kindly email [email protected] Our team members will confirm the email address entered on your order - this is important to check as your tracking number will also be sent to this address.

 

What happens if my order is incorrect?

If you are sent the incorrect item/s, please follow the below steps:

  • Take a picture of the item/s that were incorrectly sent to you – including the SKU number if possible. This can be found on the label or tag.
  • Please email [email protected] with your Full Name, Order Number, photos of the incorrect item/s and detail which item was not sent.
  • The team at the Online store will get back to you in 24-48 hours to assist. Please note the Online Store is open Monday - Friday, 9am - 5pm.
  • Please keep the item and packaging in their original condition for collection.

 

What happens if an item arrives damaged?

If an item arrives damaged, please follow the below steps:

  • Take a picture of the damaged item – including the SKU number if possible. This can be found on the label or tag.
  • Please email [email protected] with your Full Name, Order Number, and photo/s of the damaged item.
  • The team at the Online store will get back to you in 24-48 hours to assist. Please note the Online Store is open Monday - Friday, 9am - 5pm.

 

Can I add items to my order once it has been placed?

If you’ve forgotten something or found something else you’d like, please email [email protected] within 24 hours of placing your order. We will endeavour to assist you with adding items. Please note that the freight costs may change.

 

Can I collect my order from the Warehouse?

Unfortunately, we do not allow collections from our warehouse.

 

Do you custom size/alter pieces?

Unfortunately, we do not order custom made products.

 

Can you update me on my order?

You can give our friendly web team a call on (03) 9825 9400, Monday – Friday 9am – 5pm, for an update on your order.

 

Can I exchange in-store if I'm not happy with an item online?

Yes, if for any reason you are not completely satisfied with your order, you may return the item(s) to any Provincial Home Living store within 30 days of purchase, for your choice of an exchange, credit note, or refund. Find out more about our Refunds + Returns policy HERE.

 

Can you let me know what store/s have floor stock available?

We recommend giving your local Provincial Home Living store a call to confirm floor stock availability.

 

How can I protect my furniture?

Timber
Wax kits for our natural and painted timber furniture are available to purchase in all Provincial Home Living stores and online. Find out more HERE.

Fabric
To help extend the life of your fabric we strongly recommend checking the Care Instructions tab on each product page on our website.