Shipping policy

Shipping Policy

1. Delivery Areas

We currently offer delivery across Sydney and surrounding local regions.
If you’re unsure whether your location is covered, please contact us for confirmation.

2. Delivery Method

We deliver using third-party professional furniture carriers.
Our delivery service includes:

  • Delivery to room of choice (ground floor only)

  • No assembly unless selected as an add-on

  • No contactless delivery (someone must be present)

Delivery process:

  1. Customer provides a preferred delivery day

  2. We check availability and confirm

  3. Once confirmed, the booking is finalised

On the day of delivery, we will provide an estimated delivery time window, and the driver will call when en route.

3. Delivery Timeframes

We will contact you with the earliest available delivery date.
In most cases, delivery is completed within 2 weeks from order confirmation.

4. Delivery Fees

Flat Delivery Fee (Sydney Metro): $150
Applies to standard ground-floor deliveries with no stairs.

Stair Access Surcharge: +$100
Applies if delivery requires the use of stairs.
If not arranged beforehand, the surcharge may be payable directly to the driver, or delivery may be limited to ground floor only.

Weekend Delivery Surcharge: $250
Standard delivery is available Monday to Friday.
Weekend delivery can be arranged upon request and will incur a $250 surcharge.

Installation Fee
Installation is optional and available for selected products.
Fees are quoted upon request.

5. Delivery Requirements

A responsible adult must be present at the delivery address to receive and sign for the order.

To ensure a smooth delivery, customers must confirm that:

  • Adequate access is available through doorways, hallways, stairways, or lifts

  • All measurements have been checked prior to purchase

  • A clear and safe pathway is available for the delivery team

Delivery to your chosen room is subject to safe, unobstructed, and reasonable access at the time of delivery.

6. Packaging & Rubbish Disposal

Our delivery service does not include removal or disposal of packaging, cartons, or any rubbish.
All packaging disposal is the customer’s responsibility.

7. Delivery Notifications

Customers will receive:

  • A confirmation message prior to delivery

  • A phone call from the driver when they are on the way

8. Missed Deliveries & Failed Delivery Attempts

A re-delivery fee will apply if delivery cannot be completed due to:

  • No one being available to receive the order

  • Incorrect measurements or insufficient access

  • Unsafe or restricted delivery conditions

Customers are responsible for ensuring the delivery area is accessible.

9. Damaged or Faulty Items

If your item arrives damaged, please contact us within 7 days.
Email us with:

  • Your order number

  • Photos of the damage

  • Any relevant details

We will assist promptly in accordance with our returns policy.

10. Click & Collect (Warehouse Pickup)

Click & Collect is available from our Sydney warehouse.

Pickup Hours: 10:00am – 5:00pm
Notice Required: Minimum 3 business days
Please present your invoice (printed or digital) at pickup.

We will notify you once your order is ready for collection.

11. Rush Delivery

Urgent delivery may be available upon request.
Additional fees apply.
We will contact you with available options after receiving your request.

If you have any questions, please don’t hesitate to contact us at hello@cozyhausfurniture.com.au